Local housing allowance re-freeze
Government decisions to re-freeze Local Housing Allowance (LHA) rates, undermining homelessness grant funding and increasing risk.
2,038 items
5 sources
Source spread
Where this theme appears
Local housing allowance re-freeze has been flagged across 5 independent accountability sources:
6 PFD reports
103 committee recs
1 NAO rec
2 IMB recs
1926 LGO/SPSO decisions
When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
PFD Reports (6)
Daphne Holloway and Ivy Spriggs
Concerns: Sprinkler systems are not mandatory for care homes with residents of limited mobility, and these buildings aren't classified as 'Higher Risk Buildings' based on occupant vulnerability, leaving them at elevated fire risk.
Overdue
Awaab Ishak
Concerns: The provided text refers to a Housing Ombudsman report but does not detail specific coroner's concerns.
Response (Secretary of State for Levelling Up Housing and Communities letter to Local): The Secretary of State requests local authorities prioritize improving housing conditions for private and social tenants, focusing on damp and mould. They request information on the number of properties with …
Response (Secretary of State for Levelling Up Housing and Communities letter to All P): The Secretary of State calls on social housing providers to treat damp and mould seriously, meet the Decent Homes Standard, and self-refer to the Regulator of Social Housing if in …
Response (Secretary of State for Levelling Up Housing and Communities letter to Legal): The Secretary of State asks legal representatives to direct social housing tenants with concerns about housing to the Social Housing Ombudsman, highlighting recent changes making it easier to access the …
Response (Secretary of State for Levelling Up Housing and Communities and Department): The government outlines actions taken to address damp and mould in social housing, including issuing guidance to landlords, suspending funding to Rochdale Boroughwide Housing, and awarding funding to areas with …
Responded
John Gray
Concerns: Inadequate barriers and signage on the promenade fail to protect mobility scooter users from variable, significant drop-offs, especially if they fall asleep, risking falls onto the beach.
Response (East Suffolk Council): East Suffolk Council will renew hazard line markings, investigate seasonal relevelling of sand/shingle, launch a publicity campaign on promenade hazards, install signage about fluctuating beach levels, and request a safety …
Responded
Colin Waterhouse
Concerns: Inadequate support services and an inaccessible digital bidding system for social housing left a palliative care patient in unsuitable accommodation, negatively impacting his wellbeing.
Response (DLUHC): The Ministry acknowledges concerns about the social housing bidding process and availability of social housing. They state they have increased flexibilities on how councils can use their Right to Buy …
Responded
Lee McHale
Concerns: The 'bedroom tax' caused significant housing benefit shortfalls, leading to rent arrears and fear of eviction for a former foster parent, contributing to their fatal overdose.
Response (Department for Work and Pensions): DWP expresses condolences and explains the policy regarding spare room subsidy, but states they cannot comment on the specifics of the case. They state that the policy is clear and …
Responded
Callum Hargreaves
Concerns: A severe shortage of available housing in Cornwall, with high demand and low supply, contributed to the deceased's homelessness and exacerbated his mental health issues.
Response (MHCLG): The MHCLG response focuses on the government's broader efforts to increase social housing supply, tackle homelessness, and address rogue practices like cuckooing, including a new offence in the Crime and …
Responded
Committee Recommendations (103) — showing 50 strongest matches
#23 —
Recommendation: The Government should review its decision to freeze Local Housing Allowance rates by maintaining the 30th percentile in cash terms only, and instead keep rates indexed at the 30th percentile long-term. This will help households across England to afford their …
Gov response: This Government has provided an unprecedented package of financial support to protect renters whose income has been affected throughout the COVID-19 pandemic. To help prevent people getting into financial hardship, we increased the local housing …
Under Consideration
#8 —
Recommendation: The reset of Local Housing Allowance to cover the 30th percentile of rents was a welcome intervention at the start of the COVID-19 pandemic, but the increase has since been eroded by rising housing costs. Some parts of the country …
Gov response: On 9 June 2022, the Prime Minister announced a package of measures to turn Benefits to Bricks and improve access to home ownership, including for households in receipt of benefits. This is a cross-Government effort, …
Under Consideration
#25 — Maintain Local Housing Allowance rates at 30th percentile of market rents annually
Recommendation: We recommend that the Government reconsider its position on re-freezing local housing allowance rates from 2025–26 onwards. Instead, the Government must maintain LHA rates at least at the 30th percentile of local market rents each year to ensure that those …
Gov response: 47. The Government understands the importance of stable housing and is taking action to increase access to affordable housing. Increasing the Local Housing Allowance (LHA), in recognition of increasing rents, is a key part of …
Not Addressed
#24 — DWP temporary accommodation subsidy remains below full costs; MHCLG's consideration unclear
Recommendation: DWP explained that it sets the subsidy level using a rate that has never covered local authorities’ full costs, to incentivise them in their procurement of temporary accommodation. MHCLG added that it considers local authorities’ financial position with regard to …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The Department for Work and Pensions wrote to Committee, on 21 February 2025, setting out its justification for the levels of Local Housing Allowance …
Accepted
#23 — Local authorities face rising 'Temporary Accommodation Subsidy loss' from outdated LHA rates
Recommendation: LHA rates also impact the amount that local authorities can reclaim as a subsidy from DWP for temporary accommodation costs. The amount that can be reclaimed depends on a number of factors, including the January 2011 LHA rate appropriate to …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The Department for Work and Pensions wrote to Committee, on 21 February 2025, setting out its justification for the levels of Local Housing Allowance …
Not Addressed
#22 — Freezing Local Housing Allowance rates amidst rising rents increases homelessness and evictions
Recommendation: It its written submission, Shelter made the case for permanently linking LHA rates to the real cost of renting. It suggested that freezing the LHA rate at a time of record rent increases would trap families in homelessness and 25 …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The Department for Work and Pensions wrote to Committee, on 21 February 2025, setting out its justification for the levels of Local Housing Allowance …
Not Addressed
#21 — DWP unable to quantify system-wide consequences of increasing Local Housing Allowance rates
Recommendation: We asked DWP what analysis it had done on the extent to which homelessness is impacted by LHA rates not allowing people to afford rents in their area. It explained that the decision, for example, to freeze the LHA rate …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The Department for Work and Pensions wrote to Committee, on 21 February 2025, setting out its justification for the levels of Local Housing Allowance …
Accepted
#20 — DWP acknowledges 45% of households face Local Housing Allowance shortfall amid rising rents
Recommendation: The LHA sets the maximum amount of housing support that claimants of housing benefit and universal credit can usually receive, to help with housing costs in the private rented sector.26 Since 2011, DWP has introduced welfare reforms designed to reduce …
Gov response: 4. PAC conclusion: We are not convinced that, in setting Local Housing Allowance (LHA) rates, the Department for Work & Pensions (DWP) has given due consideration to the impact on homelessness. 4. PAC recommendation: Alongside …
Accepted
#4 — Set out DWP's detailed justification for Local Housing Allowance rates and temporary accommodation subsidy.
Recommendation: We are not convinced that, in setting Local Housing Allowance (LHA) rates, the Department for Work & Pensions (DWP) has given due consideration to the impact on homelessness. Reforms to welfare benefits since 2011, including periodically capping and freezing LHA …
Gov response: The government agrees with the Committee’s recommendation. Recommendation implemented The Department for Work and Pensions wrote to Committee, on 21 February 2025, setting out its justification for the levels of Local Housing Allowance it has …
Accepted
#22 — Evaluate the link between welfare reforms, Local Housing Allowance, and homelessness prevention funding.
Recommendation: MHCLG and the Department for Work and Pensions must use the Inter- Ministerial Group as an opportunity to evaluate the link between welfare reforms and homelessness, particularly regarding LHA rates. We agree with the Government on the principle that, as …
Gov response: The Government currently spends around £34 billion annually on housing support including around £12 billion in the private rented sector. Local Housing Allowance (LHA) rates, which set the maximum level of support in the private …
Not Addressed
#21 — Re-freezing Local Housing Allowance rates risks undermining homelessness funding and increasing costs.
Recommendation: We are also concerned that the Government’s decision to re-freeze Local Housing Allowance (LHA) rates from April 2025 will undermine the impact of additional homelessness grant funding. We have seen compelling evidence that this is a false economy. Re-freezing LHA …
Gov response: The Government currently spends around £34 billion annually on housing support including around £12 billion in the private rented sector. Local Housing Allowance (LHA) rates, which set the maximum level of support in the private …
Not Accepted
#34 — Reconsider freeze on Local Housing Allowance rates and extend support for housing acquisition
Recommendation: As we recommended in our previous report, England’s Homeless Children, the Government should reconsider its decision to freeze Local Housing Allowance rates and should extend its support for local authorities to acquire new housing stock through the Local Authority Housing …
Gov response: As the Government set out in our response to the Committee’s Report on Children’s Temporary Accommodation, when considering Local Housing Allowance (LHA) rates for 2025–26, the Government considered a range of factors, such as the …
Partially Accepted
#40 — Assess Local Housing Allowance impact on pensioner living standards; include older people's housing in strategy.
Recommendation: The Government should assess the impact of the Local Housing Allowance on pensioners and whether it leaves them with the income needed for a minimum, dignified, socially acceptable standard of living and report back to the Committee by the end …
Gov response: The Local Housing Allowance (LHA) determines the maximum housing support for tenants in the private rented sector. It ensures that households, including pensioners, in similar circumstances living in the same area are entitled to the …
Not Addressed
#39 — Rising number of private renting pensioners are at increased risk of poverty from Local Housing Allowance.
Recommendation: The Pensions Policy Institute expects the number and proportion of pensioners renting privately to grow from around 6% now to 17% in 2041. As many as 400,000 households could become dependent on means-tested benefits. Pensioners renting privately are already at …
Gov response: The Local Housing Allowance (LHA) determines the maximum housing support for tenants in the private rented sector. It ensures that households, including pensioners, in similar circumstances living in the same area are entitled to the …
Not Addressed
#32 —
Recommendation: We recommend that the Government restore the Local Housing Allowance rates to 30th percentile. (Recommendation, Paragraph 94)
Response Pending
#31 —
Recommendation: We remained concerned the government’s decision to freeze the Local Housing Allowance is contributing to more people being more at risk of homelessness and in need of temporary accommodation. The freeze also makes it difficult for councils to help households …
Response Pending
#26 —
Recommendation: We recommend that the Department for Work and Pensions unfreeze the subsidy rates by increasing the rate councils are reimbursed to match the current Local Housing Allowance rate. We also recommend that the Government conduct a detailed review of the …
Response Pending
#25 —
Recommendation: The rules that determine the amount of money councils can claim through the Housing Benefit subsidy system is restricting their ability to source good-quality temporary accommodation for households. The Department for Work and Pension’s ongoing freeze of the subsidy rates …
Response Pending
#24 —
Recommendation: We also call on the Government to temporarily boost funding to discretionary housing payments to meet the needs of the tens of thousands of households who are receiving no extra income from welfare increases due to the benefit cap. This …
Gov response: This Government has provided an unprecedented package of financial support to protect renters whose income has been affected throughout the COVID-19 pandemic. To help prevent people getting into financial hardship, we increased the local housing …
Under Consideration
#22 —
Recommendation: We call on the Government to deliver a specific financial package to support tenants to repay rent arrears caused by covid-19, having considered the examples in Scotland and Wales as well as many other international examples. This should be one …
Gov response: This Government has provided an unprecedented package of financial support to protect renters whose income has been affected throughout the COVID-19 pandemic. To help prevent people getting into financial hardship, we increased the local housing …
Under Consideration
#6 —
Recommendation: We call on the Government to deliver a specific financial package—we prefer discretionary housing payments—to support tenants to repay rent arrears caused by covid-19, in consultation with the Local Government Association and appropriate bodies representing renters and landlords. We received …
Gov response: This Government has provided an unprecedented package of financial support to protect renters whose income has been affected throughout the COVID-19 pandemic. To help prevent people getting into financial hardship, we increased the local housing …
Under Consideration
#22 —
Recommendation: The failure of local housing allowance (LHA) rates to keep pace with market rents is quite obviously making the private rented sector even less affordable for many people who are only there because the social housing sector has been cut …
Gov response: The Local Housing Allowance (LHA) determines the maximum housing support for tenants in the private rented sector. It ensures that claimants in similar circumstances living in the same area are entitled to the same maximum …
Under Consideration
#24 — Delay in increasing Local Housing Allowance rates exacerbated family housing crisis
Recommendation: We welcome the Government’s decision to increase Local Housing Allowance rates to the 30th percentile of local market rents from 1 April 2024. However, this is an urgent matter that required the Government’s immediate action. It is therefore disappointing that …
Gov response: 47. The Government understands the importance of stable housing and is taking action to increase access to affordable housing. Increasing the Local Housing Allowance (LHA), in recognition of increasing rents, is a key part of …
Accepted
#25 —
Recommendation: There is a case for reforming the Community Infrastructure Levy, but it is less clear that Section 106 agreements needed replacing. The Government should be mindful of the cumulative effect of the challenges posed to affordable housing provision by the …
Gov response: 51. The Government has considered the recommendations in the predecessor Land Value Capture report and the 2017 review of the Community Infrastructure Levy alongside the responses to the white paper. The proposal for a new …
Under Consideration
#20 —
Recommendation: We heard concerns about the Government’s First Homes programme, especially its potential impact on the provision of other forms of affordable housing. First Homes has an important part to play in delivering homeownership, and we hope that the Government has …
Gov response: 46. First Homes are an important part of our plans to make home ownership more widely available and affordable for local people and key workers. The Government has already changed national planning policy and issued …
Under Consideration
#99 —
Recommendation: Our survey on the experiences of people with social security in Scotland found that a majority (68%) felt that the money they received in support payments would not cover their bills for rent, food, internet, council tax and utilities. One …
Gov response: Universal Credit has provided a vital safety net for six million people during the pandemic, and the UK Government announced the temporary uplift as part of a £400 billion package of measures put in place …
Not Addressed
#9 —
Recommendation: However, in light of concerns about the rising costs of living, there is a need for a discussion about how to ensure benefits are adequate, affordable and sustainable. On the basis of the evidence presented there is a need for …
Gov response: The UK Government rejects these recommendations. The Department for Work and Pensions Ministers already have constructive engagement channels with Ministers in the Welsh Government on matters of mutual interest, and where areas of devolved and …
Under Consideration
#7 —
Recommendation: The Housing Support Fund was designed to be a short-term measure but is now in its third funding cycle. While we all hope to see far more stability in the economy in coming years, the need for such funds highlights …
Gov response: The Government does not intend to conduct a specific review into the adequacy of benefit levels. There is no objective way of deciding what an adequate level of benefit should be as everyone has different …
Not Accepted
#17 — Make a commitment to annually uprate Local Housing Allowance to retain its 30th percentile value.
Recommendation: The evidence is clear that support for housing costs cannot be viewed in isolation from wider support provided through other benefits. When and if claimants experience a shortfall in rent, this can impact other parts of household budgeting and erode …
Gov response: The Government understands the importance of stable housing and is taking action to increase access to affordable housing. Increasing the Local Housing Allowance (LHA), in recognition of increasing rents, is a key part of helping …
Under Consideration
#1 — Shared ownership becomes unaffordable due to full repair costs and expensive staircasing.
Recommendation: Shared ownership products can often become unaffordable over time due to having to pay for 100% of repairs and maintenance costs despite only owning a proportion of the property. This is exacerbated by the fact that these service charges can …
Gov response: 1. The Government launched its new model of shared ownership in April 2021, alongside the start of our £11.5bn 2021-26 Affordable Homes Programme (AHP). As noted by the Committee, the new model contains a ten-year …
Not Addressed
#2 — Families face prolonged temporary accommodation stays amid England's severe housing crisis.
Recommendation: During our inquiry we have also heard that, for many families, life in temporary accommodation is far from ‘temporary’. In some cases, families spend years in temporary accommodation, stuck in limbo without the stability of permanent accommodation and knowing that …
Gov response: 13. The Local Government and Social Care Ombudsman (LGSCO) provides an essential service investigating complaints when a homeless applicant is not satisfied with how the council has handled their case. It is important to have …
Under Consideration
#28 — Mandate the Water Commission to propose a single social tariff and monitor water poverty progress.
Recommendation: The Independent Water Commission’s proposals should contain provisions for establishing a single social tariff, or other protections for low-income households, to protect customers from the worst impacts of anticipated bill increases. The Commission’s proposals should also establish how effectively water …
Response Pending
#27 — Government has not set a timetable for developing a social tariff for low-income households.
Recommendation: The Government has not yet set out a timetable for developing a single and comprehensive social tariff to prevent protect low-income households from bill increases, despite the widespread view that it will be necessary in the context of much higher …
Response Pending
#6 — Diagnose the extent of the Section 106 affordable housing problem and improve Clearing Service effectiveness.
Recommendation: Given the shortage of social housing, it is unacceptable that unsold homes funded through Section 106 agreements are sitting empty. There is a growing problem of registered providers of social housing (RPs) not buying affordable homes funded by Section 106 …
Gov response: The government agrees with the Committee’s recommendation. diagnose the scale and causes of the build-up of unsold and uncontracted Section 106 (S106) units. Estimates vary, but it is not in dispute that thousands of unsold …
Accepted
#20 —
Recommendation: We recommend that the Secretary of State amend the Homelessness (Suitability of Accommodation) Order 2003 to extend the six-week limit to accommodation that cannot comply with the new Decent Homes Standard. The six-week limit should apply from the date that …
Response Pending
#9 —
Recommendation: The Department explained that the First Homes discount will be funded through contributions from developers.24 Local authorities will be expected to ensure 25% of affordable homes built by developers contribute to the First Homes initiative.25 However, we have previously criticised …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Recommendation implemented 2.2 Under the new First Homes policy, developments will be expected to capture the same amount of value for affordable housing as they do now. …
Not Addressed
#6 —
Recommendation: Homes England forecasts that around 36% of homes (2,370 of the total 6,600 planned homes) built on the land remediated through funding intended for Starter Homes will meet the definition of affordable housing.16 We were concerned though that funding intended …
Gov response: 2020. HM Treasury, the Department for Business, Energy & Industrial Strategy (the department) and the British Business Bank (the Bank), based on a limited evidence of the underlying challenges for businesses, developed the Bounce Back …
Under Consideration
#2 —
Recommendation: The Department’s reliance on developer contributions to fund First Homes is a complex mechanism lacking transparency and risks less money being available to local authorities for housing and infrastructure. First Homes differ from Starter Homes as they will be sold …
Gov response: 2. PAC conclusion: The Department’s reliance on developer contributions to fund First Homes is a complex mechanism lacking transparency and risks less money being available to local authorities for housing and infrastructure. 2: PAC recommendation: …
Not Addressed
#21 —
Recommendation: The Government appears to lack a clear strategy to deal with rising rent arrears. We are very concerned that the Government is waiting until there is a clear crisis emerging before intervening, rather than heading off a growing rent arrears …
Gov response: This Government has provided an unprecedented package of financial support to protect renters whose income has been affected throughout the COVID-19 pandemic. To help prevent people getting into financial hardship, we increased the local housing …
Under Consideration
#18 —
Recommendation: The Government is in danger of breaking its pledge that no one should lose their home as a result of the pandemic. We have seen no satisfactory evidence for why the Government changed the definition of substantial rent arrears to …
Gov response: Protecting renters from eviction The Government has introduced an unprecedented set of measures to prevent people from losing their homes as a result of the COVID-19 pandemic. Measures taken included a six month stay on …
Under Consideration
#7 —
Recommendation: We welcome the swift changes to the financial support many claimants received during the pandemic, as well as to the operation of the overall system. We received evidence of the significant difference that the temporary £20 uplift made to those …
Gov response: There were various support mechanisms available to the self-employed, though eligibility will have varied according to how their enterprises were structured. As for the Department for Work and Pensions, its support included the easement on …
Under Consideration
#21 —
Recommendation: Demand for exempt accommodation is driven in part by a shortage of affordable homes. To solve the issues found in exempt accommodation the Government must solve the wider housing crisis. We reiterate the recommendations from our 2020 report, “Building more …
Gov response: 51.T hrough our £11.5 billion Affordable Homes Programme, we deliver affordable homes for both sale and rent, across England. We will increase the share of social rent homes within the programme and will be publishing …
Accepted
#3 —
Recommendation: We are concerned that the number of homes being built for social rent is not enough to meet demand. There is huge demand for social rent homes which is the only real, affordable option for many people. Despite this, the …
Gov response: The government disagrees with the Committee’s recommendation to make an assessment of demand. However, the government will continue to maximise delivery of social rent through a mixed tenure programme. The government acknowledges the need for …
Not Accepted
#19 —
Recommendation: Homes England recognised that success in delivering housing would rely on close working with local authorities, good relationships with developers and mindfulness over land value as the key determinant of delivery and maximising value for money from public subsidy of …
Gov response: 5. 1 The government agrees with the Committee’s recommendation. Target implementation date: April 2021 5.2. The department accepts the Committee’s recommendation to explain how it is addressing the problems of homelessness, rough sleeping and families …
Not Addressed
#14 —
Recommendation: Homes England told us that the number and proportion of affordable homes planned for the sites intended for Starter Homes has increased from 1,700 (29%) to 2,370 (36%), reflecting an increased focus on affordable housing.37 However, Homes England was unable …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The government defines affordable housing in the National Planning Policy Framework, Annex 2. This applies to a range of tenures including affordable housing for …
Not Addressed
#7 —
Recommendation: We asked the Department about the similarities between the new First Homes policy and the Starter Homes policy. The Department emphasised how they differ: • First Homes will be sold at a higher discount of at least 30%, compared with …
Not Addressed
#5 —
Recommendation: The long-term success of the Department’s housing policies depends on it being able to engage effectively with organisations across the housing sector and provide clarity on funding, without losing sight of the needs of those who are unlikely to be …
Gov response: 4: PAC conclusion: We welcome Homes England’s commitment to provide us with regular updates on its progress delivering affordable housing, but we are concerned that it and the Department has yet to clarify what ‘affordable’ …
Not Addressed
#17 —
Recommendation: The Government will fail in its homelessness objectives if it continues to oversee the delivery of just a few thousand social rent homes a year. The ongoing shortage of social housing is a clear, long-term obstacle to finding suitable accommodation …
Gov response: Time spent in temporary accommodation means people are getting help and it ensures no family is without a roof over their head. The Government is committed to reducing the need for temporary accommodation by preventing …
Under Consideration
#5 —
Recommendation: The Government will eventually have to come up with a policy response, because it cannot keep extending the evictions ban forever more.
Gov response: Protecting renters from eviction The Government has introduced an unprecedented set of measures to prevent people from losing their homes as a result of the COVID-19 pandemic. Measures taken included a six month stay on …
Under Consideration
#37 —
Recommendation: We recommend that DWP works with external academics, local authorities and other government departments to identify options for reflecting the cost of housing in its local area estimates of children in low income families. DWP should write to us by …
Gov response: There is no single administrative data source of housing costs for individual families. Any new measure which takes account of housing costs would require significant development work. DWP has several statistical development priorities and therefore …
Not Addressed
IMB Recommendations (2)
Ranby (2021)
Will the Minister explain why 36% of prisoners are released with no fixed abode and why for the same reason prisoners suitable for home release are not being allowed out of HMP Ranby?
Ministry of Justice
Leicester (2021)
The Board wonders if the minister will speak to colleagues in other departments to address the long-term accommodation needs of this population?
Ministry of Justice
LGO / SPSO Decisions (1926)
PSOW-202400137 — Caerphilly County Borough Council
Miss Y complained that Caerphilly County Borough Council failed to respond to a complaint she raised concerning asbestos in her son’s bedroom. The Ombudsman found that the Association undertook a Stage 1 investigation but failed to inform Miss Y of her right to escalate to Stage 2. This caused additional …
PSOW (Public Services Om…
Local Government
May 2024
PSOW-202100546 — Gwynedd Council
Mrs X complained that she had not received a response to her complaint. In considering Mrs X’s complaint, the Ombudsman was concerned about the delays that she had experienced, that she had not received a response and that she was inconvenienced by the Council’s lack of action. He decided to …
PSOW (Public Services Om…
Local Government
Jun 2021
PSOW-202006049 — Merthyr Valleys Homes
Ms X complained about a noise nuisance at a neighbouring property owned by the Association, and that the Association had not fully responded to her complaint. The Ombudsman was concerned that Ms X had not received a formal response to her complaint and that she had been inconvenienced by the …
PSOW (Public Services Om…
Housing
Jun 2021
PSOW-202100017 — Rhondda Housing Association Ltd
Mr X complained that Rhondda Housing Association Ltd (“the Association”) had written to him following a complaint that it had received and had made accusations about him that he said he was innocent of. He said that he had done nothing to breach his tenancy agreement. Mr X also complained …
PSOW (Public Services Om…
Housing
Jul 2021
PSOW-202100028 — Charter Housing Association (Part of the Pobl Group)
Miss X complained that the Association had not carried out the required repairs to her property and had not responded to her complaint in a timely manner. The Ombudsman was concerned about the significant delays Miss X had experienced in having repairs carried out, the delays receiving a response and …
PSOW (Public Services Om…
Housing
Jul 2021
PSOW-202100631 — Cardiff Council
Mr A, a Council tenant, complained that, despite submitting numerous requests for repair works to be carried out to his home, the Council failed to investigate and rectify a water-leak (the source of which is uncertain) and/or treat patches of mould that developed in the property as a result. Mr …
PSOW (Public Services Om…
Local Government
Jul 2021
PSOW-202100778 — Gwynedd Council
Miss A submitted a complaint on behalf of Mr B about Gwynedd Council. Miss A said that the Council had not responded to all points raised in a complaint submitted to it by Mr B. The Ombudsman found that the Council had not fully responded to Mr B’s complaint. The …
PSOW (Public Services Om…
Local Government
Jul 2021
PSOW-202100805 — Wrexham County Borough Council
Ms A complained about how Wrexham County Borough Council responded when she reported a fault with an electric fire in her house, and how the Council had responded to her concerns. Ms A said that the inspection of the fire was insufficient and that the Council unfairly concluded it was …
PSOW (Public Services Om…
Local Government
Jul 2021
PSOW-202102035 — Monmouthshire Housing Association
Mrs M complained that Monmouthshire Housing Association had not fulfilled its obligations as her landlord, as it hadn’t appropriately maintained her outside storage. She said that due to the storage being in bad repair, and having items from the previous tenant still inside, she was not able to use it, …
PSOW (Public Services Om…
Housing
Aug 2021
PSOW-202105040 — Powys County Council
Ms X complained about the Council’s decision to relocate her to alternative housing and that it failed to adequately support her with her tenancy. Ms X said that she had complained to the Council twice but that she had not received a response to her complaints. The assessment found that …
PSOW (Public Services Om…
Local Government
Nov 2021
PSOW-202105801 — Cardiff Council
Ms X complained that the Council had failed to issue a redress payment it had offered as a result of damage caused to belongings when her neighbour’s fence fell into her garden. The Ombudsman contacted the Council and was advised there had been a delay as Ms X had not …
PSOW (Public Services Om…
Local Government
Dec 2021
PSOW-202108089 — Cardiff Council
Ms X complained that the Council had not responded to her complaint made to it in September 2021 in relation to numerous matters to do with her housing situation. The Ombudsman decided that the Council should provide Ms X with a substantive written response (by 8 April) to her complaint …
PSOW (Public Services Om…
Local Government
Mar 2022
PSOW-202204297 — Valleys To Coast Housing
Ms T complained that Valleys to Coast Housing had failed to resolve her complaint about reports of anti-social behaviour, housing repairs and the lack of cleaning and maintenance of the communal areas. The Ombudsman decided that the Housing Association had failed to provide a complaint response to Ms T. She …
PSOW (Public Services Om…
Housing
Nov 2022
PSOW-202204618 — Hafod Housing Association
Mrs X complained that Hafod Housing Association failed to complete outstanding repairs at her home. She also complained about the lack of response to her complaint. The Ombudsman found that the Housing Association was unclear about the outstanding repairs required, and that there had been a delay in responding to …
PSOW (Public Services Om…
Housing
Nov 2022
PSOW-202207985 — Hafod Housing Association
Ms D complained about Hafod Housing Association’s handling of her complaint about the lack of hot water from her bath taps. The Ombudsman decided that the Association had failed to respond to Ms D’s emails of complaint. She said that this caused frustration and uncertainty to Ms D. She decided …
PSOW (Public Services Om…
Housing
Mar 2023
PSOW-202207512 — Vale of Glamorgan Council
Miss A complained that the Vale of Glamorgan Council had not responded to her complaint regarding housing and antisocial behaviour. The Ombudsman found that the Council had provided Miss A with a response but the response was outside of the Corporate Concerns and Complaints Policy, further, the Council had not …
PSOW (Public Services Om…
Local Government
Mar 2023
PSOW-202206840 — Betsi Cadwaladr University Health Board
Ms X complained that the Health Board had not provided her with a response to the complaint she submitted to it more than 6 months ago. The Ombudsman decided that there had been a delay in the Health Board’s complaint response, which caused inconvenience and frustration to Ms X and …
PSOW (Public Services Om…
Health
Mar 2023
PSOW-202205869 — Conwy County Borough Council
Mr A complained that the Council failed to keep him informed or respond to his communications when considering his homelessness application. He said that an unsuitable temporary accommodation offer was made. He was also concerned that his formal complaints had not been considered under the Council’s complaint policy. The Ombudsman …
PSOW (Public Services Om…
Local Government
Mar 2023
PSOW-202305890 — Swansea Council
Miss C complained that Swansea Council failed to provide a response to her emails about the damaged caused to her garden wall and the repair work undertaken. The Ombudsman found that the Council had not responded to all of Miss C’s emails and it failed to log her concerns as …
PSOW (Public Services Om…
Local Government
Nov 2023
PSOW-202306249 — Vale of Glamorgan Council
Mrs T complained that Vale of Glamorgan Council failed to provide a response to her complaint about the lack of repairs to her windows and doors, which she made to it in October 2023. The Ombudsman found that the Council had failed to log her concerns as a complaint and …
PSOW (Public Services Om…
Local Government
Nov 2023
PSOW-202403856 — Conwy County Borough Council
Ms N complained that Conwy County Borough Council failed to respond to a complaint she raised in December 2023. The Ombudsman found a significant delay in the Council issuing its response. She said this caused additional frustration, inconvenience and uncertainty for Ms N. The Ombudsman decided to settle the complaint …
PSOW (Public Services Om…
Local Government
Sep 2024
PSOW-202500821 — Caredig
Ms X complained that she had been decanted from her home and that Caredig had failed to respond to her complaint. The Ombudsman found that Caredig had issued a complaint response; however, Ms X did not receive a copy, and it had failed to address her additional concerns. She said …
PSOW (Public Services Om…
Housing
Jun 2025
PSOW-202507497 — Flintshire County Council
Ms X complained that Flintshire County Council had failed to rectify numerous repairs in her home. The Ombudsman found that the Council had failed to consider Ms X’s concerns under its formal complaints procedure. She said this caused uncertainty and frustration for Ms X. The Ombudsman decided to settle the …
PSOW (Public Services Om…
Local Government
Jan 2026
25-005-827 — Warwickshire County Council
Summary: We will not investigate Mr X’s complaint about disrepairs to his chalet and the behaviour of a Council officer. There is not enough evidence of fault or significant injustice to warrant an investigation.
LGO (Local Government & …
Housing
Oct 2025
201503957 — Glasgow City Council
Mr C, who is a landlord, asked the council to pay his tenant's housing benefit directly to himself. The council failed to do this and the tenant did not pass on the payment to Mr C. The council explained that when Mr C requested the housing benefit be paid to …
SPSO (Scottish Public Se…
Local Government
Upheld
May 2016
NIPSO-ombudsman-begins-investigation-northern-ireland-housing-executive — Northern Ireland Housing Executive
The Ombudsman has written to the Chief Executive of the Northern Ireland Housing Executive to say she has commenced an 'own initiative' investigation into the organisation. The decision follows the Ombudsman’s consideration of the Housing Executive’s response to her investigation proposal from earlier this year.
NIPSO (NI Public Service…
Housing
Jun 2025
25-010-305 — London Borough of Richmond upon Thames
LGO (Local Government & …
Housing
PSOW-202202595 — Bron Afon Community Housing Ltd
Mr X complained about outstanding repair works at his home, and an issue where the Association did not provide him with an agreed redress payment. The Ombudsman decided that the Association should (by 24 August) provide Mr X with a timeline for completion of the outstanding repair works. It should …
PSOW (Public Services Om…
Housing
Aug 2022
PSOW-202304567 — Caerphilly County Borough Council
Mrs P said that Caerphilly County Borough Council failed to provide a response to her concerns about the way it has treated her in relation to a neighbour dispute about a boundary issue. The Ombudsman found that the Council failed to log Mrs P’s concerns as a corporate complaint. She …
PSOW (Public Services Om…
Local Government
Sep 2023
PSOW-202304104 — Cardiff Council
Mrs E complained that the flooring in her home had started to discolour due to the presence of asbestos. She said Cardiff Council had failed to carry out regular monitoring of asbestos in her property. The Ombudsman found that the property had been inspected in2019 but no further monitoring had …
PSOW (Public Services Om…
Local Government
Sep 2023
PSOW-202302069 — Newport City Council
Mr B complained because he was unhappy that he is only allowed to contact Newport City Council (“the Council”) between 10:00 and 12:00 on a Thursday, a time that he said his social worker does not work. He also complained that the Council had sent him a letter that was …
PSOW (Public Services Om…
Local Government
Sep 2023
PSOW-202304650 — Valleys To Coast Housing
Ms D complained that Valleys To Coast Housing failed tp provide a response to her complaints about its failure to undertake repair work to her property. The Ombudsman found that the Housing Association had delayed issuing a response to 2 of Ms D’s complaints and there had been a delay …
PSOW (Public Services Om…
Housing
Oct 2023
PSOW-202305286 — Hafod Housing Association
Miss L complained that the Association failed to resolve her concerns regarding waste and maintenance around her property. She further complained that the Association failed to carry out works within her property and failed to issue a complaint response. The Ombudsman concluded that although the Association had actioned some of …
PSOW (Public Services Om…
Housing
Oct 2023
PSOW-202305513 — Isle of Anglesey County Council
Mr A complained that the Council had failed to respond to a complaint about a water leak from a neighbouring property which he had hand-delivered to it in June 2023. He also complained that the Council had informed the Ombudsman that it had not received a complaint. The Ombudsman found …
PSOW (Public Services Om…
Local Government
Oct 2023
PSOW-202400983 — Grwp Cynefin
Miss H complained that Grwp Cynefin had failed to provide responses to her concerns about damage she said it caused to her private property. The Ombudsman found that Miss H had corresponded with the Association following its Stage 1 complaint response, but it had missed opportunities to escalate her complaint …
PSOW (Public Services Om…
Housing
Jun 2024
PSOW-202401558 — Vale of Glamorgan Council
Ms E complained that Vale of Glamorgan Council failed to provide a response to her complaint, which she made to it in April 2024. The Ombudsman found that there had been a delay in the Council responding to Ms E’s complaint and it only issued its complaint response after Ms …
PSOW (Public Services Om…
Local Government
Jul 2024
PSOW-202402408 — Aneurin Bevan University Health Board
Mr B complained that Aneurin Bevan University Health Board had failed to respond to his complaint about delays in his wife’s orthopaedic treatment which he made to it in October 2023. The Ombudsman found that, although the Health Board had provided regular updates to the complainant, it had failed to …
PSOW (Public Services Om…
Health
Jul 2024
21-003-902 — London Borough of Hammersmith & Fulham
Summary: Mr X complained about errors in the way the Council has dealt with his homelessness application. The delays and errors in the way the Council dealt with Mr X’s homelessness application amount to fault. This fault has caused Mr X an injustice.
LGO (Local Government & …
Housing
Upheld
Mar 2022
21-002-678 — London Borough of Enfield
Summary: X complains about how the Council dealt with their housing situation. They consider the Council failed to provide appropriate housing to meet their needs which meant they lived in unsuitable and unstable accommodation. There was fault by the Council. The Council should make a payment to X in recognition …
LGO (Local Government & …
Housing
Upheld
Sep 2022
24-020-404 — North Yorkshire Council
Summary: We will not investigate Mr X’s complaint about how the Council dealt with his reports of disrepair in a private rented property. This is because there is not enough evidence of fault to justify investigating.
LGO (Local Government & …
Housing
May 2025
24-019-495 — Arun District Council
Summary: We will not investigate Ms X’s complaint about the Council’s handling of private housing disrepair issues in her property since 2023. Some issues are late, others fall outside our jurisdiction or carry appeal rights.
LGO (Local Government & …
Housing
May 2025
25-001-711 — Southend-on-Sea City Council
Summary: We will not investigate this complaint about how the Council dealt with reports of private property disrepair. There is not enough evidence of fault to justify our involvement.
LGO (Local Government & …
Housing
Aug 2025
23-020-136 — Folkestone & Hythe District Council
Summary: We will not investigate Miss X’s complaint about the Council’s actions following previous direction by the Ombudsman. This is because there is not enough evidence of fault.
LGO (Local Government & …
Housing
Not Upheld
Aug 2025
24-019-324 — London Borough of Enfield
Summary: The Council was at fault for delay providing Ms X and her children temporary accommodation, failing to consider its main housing duty, and giving Ms X insufficient time to consider an offer. This meant a delay in Ms X moving back to the area where her support network was, …
LGO (Local Government & …
Housing
Upheld
Sep 2025
25-007-793 — London Borough of Southwark
Summary: We will not investigate this complaint about a refused ‘right to buy’ application. It is reasonable to expect Miss X to take the Council to court.
LGO (Local Government & …
Housing
Sep 2025
25-007-516 — North Yorkshire Council
Summary: We will not investigate this complaint about the Council’s assessment of Mrs X’s housing application. There is not enough evidence of fault to warrant an investigation.
LGO (Local Government & …
Housing
Sep 2025
25-002-953 — Durham County Council
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her reports of disrepair in her private rented housing because there is insufficient evidence of fault to justify our involvement.
LGO (Local Government & …
Housing
Sep 2025
25-002-635 — Newcastle-under-Lyme Borough Council
Summary: We will not investigate Mr X’s complaint about the Council’s handling of his housing register application because there is insufficient evidence of fault to justify our involvement.
LGO (Local Government & …
Housing
Sep 2025
25-005-354 — Manchester City Council
Summary: We cannot investigate this complaint about a housing enforcement fine as it was issued by a court and we therefore have no legal remit to become involved.
LGO (Local Government & …
Housing
Sep 2025
25-008-584 — London Borough of Croydon
Summary: We will not investigate this complaint about the Council’s assessment of a housing application. There is insufficient evidence of fault which would warrant an investigation.
LGO (Local Government & …
Housing
Nov 2025