Peterborough council housing complaint handling poor - report

Peterborough City Council's has been criticised in an ombudsman's report over its handling of a 'vulnerable' divorcee's housing complaint

An ombudsman has criticised the way complaints by a "vulnerable" divorced sofa surfer were handled by a council.

The report said the man had slept with relatives for longer than necessary and his compensation should rise to £2,950.

Peterborough City Council's "complaint handling and communication" was "poor", a Local Government & Social Care Ombudsman investigator said.

The council eventually found social housing for him and a spokeswoman said processes had changed.

The man has not been identified in the investigator's report, but referred to as "Mr X".

He was "vulnerable" because of his "physical and mental health condition", the report said.

'Chased'

The man had complained to the ombudsman that the council failed to give him the correct housing priority and said he had missed out on an offer of a property as a result.

The man said he "chased" the council for updates, said the Local Democracy Reporting Service.

He said he received "harsh and degrading" replies and the investigator said the "tone" of some of the council's email responses was "abrupt".

The council had subsequently offered a suitable property - which the man accepted, the report said.

It had also offered £1,650 for the "injustice caused".

However, the man said that "remedy" did not take account of the "significant impact on his life and personal relationships".

The investigator decided in his favour and said the figure should be increased to a total of £2,950.

He heard how the man had applied to join the housing register in November 2021, when living at his sister and brother-in-law's living room, and sleeping on the sofa.

By February 2022, he had been assessed as being in the second priority band and in need of a one-bed property - despite having child-caring responsibilities.

In the same month, he reported to the council that he was homeless.

'Regret'

He was told three months later that he would be moved to the highest band of priority.

That had not happened until October 2022.

A council spokeswoman said they regretted the "delays... and any distress".

"We accept the ombudsman's findings and the compensation payment," she said.

"Our own internal investigation upheld Mr X's complaint but we did not resolve within the time we should have.

"Since this investigation we have changed our processes to ensure there is proper oversight over housing cases to ensure they are being assessed in line with our policies and we are communicating in a timely way with those on our housing register."