London borough agrees to review of property allocation after Ombudsman uncovers backlog

The LGSCO made the discovery when it investigated how the council handled an application from a woman who was resident in its area. When her landlord told her they wanted the property back, she approached the council to join its housing register.

Despite telling the council that her property was not suitable due to her medical conditions, the council decided the woman did not qualify to join its housing register as she had not lived in the borough long enough.

The woman requested that the council review its decision. The council delayed doing so for six months and refused to change its decision. She complained and the council apologised for not considering her medical conditions properly and agreed to reconsider the woman’s application on medical grounds.

It awarded her a priority band 2B but failed to tell her of her right to seek a review of this decision.

The Ombudsman’s investigation revealed problems with the way the council considered the woman’s application – taking six months to do so when the Ombudsman recommends it should have been decided in eight weeks. The investigation also found the council failed to assess her application on medical grounds when she first made contact.

The LGSCO also found Tower Hamlets at fault for not telling the woman of her right to a review of its decision, and for the time it took to carry out its review when she asked it to do so.

The London borough has agreed to draw up an action plan for reducing the delay in considering applications for the housing register and to decide applications within eight weeks. It will also remind officers to consider whether an applicant, who does not have a local connection, has housing needs, including medical needs, when considering housing register applications. It will also review the letters it sends to applicants reminding them of their right to seek a review of decisions.

Local Government and Social Care Ombudsman, Amerdeep Somal said “Taking six months to decide a person’s homelessness application – when the process should only take eight weeks is simply unacceptable.

 “While the faults I have identified have not stopped the woman from successfully bidding on a property, the time taken for the council to consider her application, and its initial failure to consider her medical needs can only have added to her distress.

“I hope reviewing the way it considers applications, and the action plan it has agreed to draw up, will significantly reduce waiting times for everyone in the borough.”

A Tower Hamlets Council spokesperson said: “We fully accept the report and its findings, and we apologise to Miss X for the upset caused by delays in processing her Housing Register application and initial banding placement.

“These findings came at a time when we were facing unprecedented demand for housing services.

“Our team is working hard to improve and already acting on the report’s recommendations.”

Harry Rodd