Supported housing problems
Risks of unintended consequences from new supported housing licensing schemes, potentially discouraging good providers.
169 items
4 sources
Source spread
Where this theme appears
Supported housing problems has been flagged across 4 independent accountability sources:
5 PFD reports
46 committee recs
19 IMB recs
99 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 (5)
Ian Leak
Concerns: The communal fire alarm system at Honiton Oaks failed to trigger audible alerts within individual flats, raising serious safety concerns for residents, particularly those with mobility problems under a "Stay Put" policy.
Response (Peak Valley Housiing Asscoiation): The housing association is installing combined heat and smoke detectors in residents' flats, linked to a main system with external monitoring, commencing in October 2017. They have also commenced a …
Overdue
Brian Goodman
Concerns: A known ligature point in the patient's room was not addressed, and similar hazardous door closing mechanisms remain in use in other properties, despite a history of suicide attempts by hanging.
Response (One Housing): One Housing will work with their property services to explore alternative fire door closures in high-risk schemes and implement ASIST suicide intervention skills training for staff.
Responded
Lance Walker
Concerns: The lack of regulation for residential homes housing vulnerable 18-21 year olds leads to providers with inadequate training and staffing. Additionally, there is no standard referral form, risking missed vital information for supported housing placements.
Overdue
Matthew Lynch
Concerns: The internal investigation was inadequate, and barriers exist to proper Mental Health Act assessments. There's poor information sharing between agencies regarding residents, and support workers require more focused mental health training.
Response (Birmingham and Solihull Mental Health NHS Foundation Trust): The Trust conducted a system-based investigation into the death, identifying weaknesses in change of address and medication compliance management. Actions include a written reminder to clinical staff about recording address …
Response (Birmingham City Council): Birmingham City Council, having had no prior involvement with the deceased, will add guidance clarifying the use of Section 2 versus Section 3 of the Mental Health Act to Birmingham …
Responded
Jonathan Hamer
Concerns: Gaps in community mental health care due to staff absences and issues with supported housing transitions contributed to a patient's deteriorating condition and subsequent death by suicide.
Response (South West London and St Georges Hospitals NHS Trust): The Trust has reviewed communication processes, including updating contact information on the website and care plans. They also revised team huddle agendas and implemented a standardized huddle directive across all …
Responded
Committee Recommendations (46)
#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
#20 —
Recommendation: Specifically, we recommend that the Government end the existing exemptions that registered providers have from HMO licensing and the Article 4 direction. Furthermore, we recommend that the loophole relating to non-registered providers with properties containing six or fewer residents also …
Gov response: 48. It is important that local areas plan to meet local need for supported housing and that registered social landlords are not overburdened with additional requirements above what is already in place. However, the Government …
Under Consideration
#19 —
Recommendation: The Government, in its written ministerial statement in March and in evidence to us, said it intends to take forward measures that will include new powers for local authorities to better manage their local supported housing market. We recommend that …
Gov response: 48. It is important that local areas plan to meet local need for supported housing and that registered social landlords are not overburdened with additional requirements above what is already in place. However, the Government …
Partially Accepted
#18 —
Recommendation: The former Minister was reluctant to consider changes to the planning system, arguing that some councils are having successes with the planning tools available Exempt Accommodation 49 to them, and that raising the overall quality will reduce the negative impacts …
Gov response: 48. It is important that local areas plan to meet local need for supported housing and that registered social landlords are not overburdened with additional requirements above what is already in place. However, the Government …
Under Consideration
#14 —
Recommendation: The Government has no idea how much taxpayer money is spent on exempt accommodation, nor what this money is spent on. It cannot know whether the current system is delivering value for money. Millions of pounds are being poured into …
Gov response: 35. We have commissioned research to provide an up-to-date assessment of the size, cost, and demand of the supported housing sector across Great Britain. Findings will be published by the end of 2023. The research …
Under Consideration
#12 —
Recommendation: The dearth of data on exempt accommodation shows how successive Governments have been caught sleeping. The Government does not know how much exempt accommodation there is or how many people live in exempt accommodation. The Government claims that poor providers …
Gov response: 35. We have commissioned research to provide an up-to-date assessment of the size, cost, and demand of the supported housing sector across Great Britain. Findings will be published by the end of 2023. The research …
Under Consideration
#9 —
Recommendation: The patchwork regulation of exempt accommodation has too many holes. We recognise that the exempt accommodation sector is complex with different types of providers, therefore requiring the involvement of multiple regulators. But some providers do not fall under the remit …
Gov response: 55. Measures in the Supported Housing (Regulatory Oversight) Bill will improve the oversight of providers of supported housing. Licensing schemes will enable local authorities to better control standards in their area and we have also …
Not Accepted
#2 —
Recommendation: Since areas with high concentrations of exempt accommodation can attract anti- social behaviour, crime, rubbish, and vermin, neighbours and communities are affected negatively as well as residents. These impacts risk undermining local support for supported housing.
Under Consideration
#1 —
Recommendation: An unknown but significant number of residents’ experiences of exempt accommodation are beyond disgraceful. Taxpayers’ money is being spent on uncapped housing benefit on the understanding that residents, who are usually vulnerable, receive some care, support, or supervision—yet it is …
Gov response: 16. It is indeed egregious that organisations with no expertise can target survivors of domestic abuse. That is why we introduced fully funded duties on local authorities within the Domestic Abuse Act 2021 for the …
Under Consideration
#20 — Audio-Visual Expenditure Credits may undermine investment attraction for wider industry practices.
Recommendation: We are not convinced that Audio-Visual Expenditure Credits are the best vehicle to incentivise wider industry practices, if doing so undermines the fundamental aim of attracting investment. (Conclusion, Paragraph 76)
Gov response: The government has shown its commitment to keeping the UK’s Audio-Visual Expenditure Credit (AVEC) competitive by providing additional support for independent films at a rate of 53% and introducing a 5% uplift in relief for …
Not Addressed
#32 — Common SPS area benefits countered by increased costs and delays for Rest of World imports.
Recommendation: A common UK-EU SPS area is expected to reduce administrative burdens, costs, and resource pressures at the Short Straits. However, adopting EU-style “third country” controls on Rest of World imports risks increasing checks, costs, and delays, particularly in sectors reliant …
Gov response: The government partially accepts this recommendation. The announcement on 9 March that the government intends to implement the new GB-EU SPS Agreement from mid-2027 aims to give industry sufficient time to prepare for the proposed …
No Published Response
#15 — New regulatory compliance costs risk limiting investment in new social homes
Recommendation: While we welcome the steps the Government has taken to rebuild the sector’s financial capacity, a lot of the extra rental income social landlords receive could be absorbed by the new compliance costs placed on them, thereby limiting their ability …
Gov response: 27. In order to deliver a ‘Decade of Renewal for social and affordable housing’, we are focused on delivering transformational and lasting change in the safety and quality of homes, alongside the biggest increase in …
No Published Response
#24 —
Recommendation: In response to this report, we request an update on the options the Government is considering to increase the supply of good-quality supported housing, as part of the Chief Secretary of the Treasury’s review. (Recommendation, Paragraph 75) Managing and improving …
Response Pending
#24 —
Recommendation: The lease-based model has its place in exempt accommodation, by enabling access to properties for decent providers who would otherwise not be able to purchase properties outright. However, it can be exploited by those whose primary objective is to make …
Gov response: 61.T he Government is clear that it is utterly unacceptable that a small minority of unscrupulous supported housing landlords are exploiting some of the most vulnerable people in our society. The regulator has taken action …
Accepted
#23 —
Recommendation: We also recommend that action be taken to address this complex landscape, by making it compulsory for all providers to be registered. A mechanism is required to ensure that there is better quality provision and that standards are maintained. Good …
Gov response: 55. Measures in the Supported Housing (Regulatory Oversight) Bill will improve the oversight of providers of supported housing. Licensing schemes will enable local authorities to better control standards in their area and we have also …
Partially Accepted
#22 —
Recommendation: The multitude of models of exempt accommodation produces a complex landscape with no guarantee of quality. We have heard concerns about the quality of non- commissioned exempt accommodation, but have also been provided with good examples of specialist non-commissioned providers. …
Gov response: 55. Measures in the Supported Housing (Regulatory Oversight) Bill will improve the oversight of providers of supported housing. Licensing schemes will enable local authorities to better control standards in their area and we have also …
Partially Accepted
#15 —
Recommendation: The Government should conduct a review of exempt housing benefit claims to determine how much is being spent and on what. Rent should be capped at a reasonable level that meets the higher costs of managing exempt accommodation. Funding for …
Gov response: 38. As explained in the previous recommendation, the Housing Benefit data held by the Department for Work and Pensions (DWP) is incomplete for exempt accommodation. We recognise that we need to address this, and work …
Not Accepted
#13 —
Recommendation: Within twelve months of publication of this report, the Government must organise the collection, collation and publication of annual statistics at a local authority level on the following: • The number of exempt accommodation claimants; • The number of exempt …
Gov response: 35. We have commissioned research to provide an up-to-date assessment of the size, cost, and demand of the supported housing sector across Great Britain. Findings will be published by the end of 2023. The research …
Under Consideration
#11 —
Recommendation: We recommend that a National Oversight Committee be urgently established to address the oversight issues relating to exempt accommodation. Among its functions we expect that it would coordinate awareness of emerging issues, inform the development of policy in this area …
Gov response: 33. Government has committed to establishing a Supported Housing Advisory Panel through the Supported Housing (Regulatory Oversight) Bill. Providing information and advice on the regulatory oversight of supported housing will form part of the Advisory …
Partially Accepted
#9 — Lack of regulation in exempt accommodation leads to exploitation and disgraceful resident experiences.
Recommendation: The Levelling Up, Housing and Communities Committee focused on exempt accommodation, a subset of supported housing, during its inquiry in 2022. It described the sector as a “complete mess”, and a “goldrush” for unscrupulous landlords.13 The Committee took evidence from …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2023 2.2 DLUHC will publish a consultation in early 2024 on the detailed design of the measures set out in the Supported Housing …
Accepted
#22 —
Recommendation: The government must require local authorities to conduct mandatory inspections before placing households in temporary accommodation to determine that the accommodation they have arranged adequately caters for people’s physical and medical needs. The Government should also strengthen the statutory guidance …
Response Pending
#21 —
Recommendation: We are alarmed to hear of people with physical disabilities, medical conditions and other complex needs being placed in accommodation that is unsuitable for them. Part of the solution to this problem is improving the quality of supply available locally. …
Response Pending
#16 —
Recommendation: Providers of exempt accommodation are supposed to be not-for-profit, and there are many responsible providers, some of whom gave evidence to us. However, we also heard that the current system offers a licence to print money to those who wish …
Gov response: 43. The Government agrees that costs in supported housing should be more transparent, and we will look for ways to improve transparency through the measures set out in the Supported Housing (Regulatory Oversight) Bill. 44. …
Partially Accepted
#10 —
Recommendation: The different regulators have oversight for different aspects of exempt accommodation, and this means it is not simple to include oversight of exempt accommodation under a single regulator. However, the existing regulators are experts in their own areas and may …
Gov response: Government has committed to establishing a Supported Housing Advisory Panel through the Supported Housing (Regulatory Oversight) Bill. Providing information and advice on the regulatory oversight of supported housing will form part of the Advisory Panel’s …
Under Consideration
#8 —
Recommendation: The Government should provide new burdens funding to local authorities to ensure that they can carry out these duties to the best of their ability, recognising that improving the overall standard of exempt accommodation and making it more consistent is …
Gov response: 31.T he Government’s New Burdens Doctrine is clear that anything which issues a new expectation on local authorities (irrespective of whether it is legislation or guidance) should be assessed for new burdens. 32. As part …
Accepted
#7 —
Recommendation: Consideration should be given to an accreditation scheme for providers, implemented on a graded basis, so that councils can assess the quality of provision in their area and so that poorer quality providers can improve.
Gov response: 28.T he licensing regime, national standards for support and strategic plans in the Supported Housing (Regulatory Oversight) Bill will enable local authorities to identify issues and take a considered and evidence-led approach. 29. Local authorities …
Under Consideration
#6 —
Recommendation: Within twelve months of the publication of this report, the Government should publish national standards, and give local authorities the power and resources to enforce these standards, in the following areas: • The referral process, which should include an assessment …
Gov response: 23.T he Government is aware that some local authorities want regulatory tools to challenge providers on the quality of support they provide to residents. The Supported Housing (Regulatory Oversight) Bill will achieve this by bringing …
Under Consideration
#5 —
Recommendation: It was clear from our evidence that the quality of provision of exempt accommodation varies greatly and that the poor quality provision puts already vulnerable residents at serious risk. The Government fears “unintended consequences” from further regulation and points to …
Gov response: 23.T he Government is aware that some local authorities want regulatory tools to challenge providers on the quality of support they provide to residents. The Supported Housing (Regulatory Oversight) Bill will achieve this by bringing …
Accepted
#4 —
Recommendation: Due to the scarcity of data on exempt accommodation, our inquiry was unable to establish how widespread the very worst experiences are either among residents or among local communities. Where the very worst experiences are occurring, this points to a …
Under Consideration
#20 — Lack of data hinders assessment of significant Housing Benefit fraud in supported housing
Recommendation: The problem of fraud is going largely unaddressed in supported housing. The NAO investigation found that DLUHC and DWP do not know how much fraud is made possible by gaps in oversight and regulation of supported housing. DWP has calculated …
Gov response: 5.1 The government agrees with the Committee’s recommendation. Target implementation date: July 2024 5.2 DWP understands the importance of tackling fraud and error across all benefits. However, Housing Benefit fraud, for example, benefit fraud (from …
Accepted
#18 — New supported housing licensing scheme risks unintended consequences for providers and residents.
Recommendation: However, there is a risk of unintended consequences from the licensing scheme, including discouraging good quality supported housing providers. The NAO reported that some concerns had been raised by stakeholders, including from local authorities, that small or specialist non-commissioned supported …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2024 4.2 The Act makes provision for licensing Regulations to require or permit the licensing authority to charge fees covering the cost of …
Accepted
#10 — Inadequate regulation of exempt accommodation permits widespread provision of substandard housing.
Recommendation: Exempt accommodation can provide much-needed homes and support including for people recovering from drug or alcohol dependence; at risk of or transitioning to or from homelessness; or on release from the criminal justice system. However, the NAO found that some …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2023 2.2 DLUHC will publish a consultation in early 2024 on the detailed design of the measures set out in the Supported Housing …
Accepted
#8 — Supported housing supply often fails to meet diverse local needs for vulnerable residents.
Recommendation: The need for different types of supported housing varies locally due to different demographics in local authority areas. DLUHC told us there is not the right supply of supported housing for the right people in the right places and that …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: July 2024 1.2 The Department for Levelling Up, Housing and Communities (DLUHC) has commissioned research to provide an up-to-date assessment of the supply and …
Accepted
#6 — Implement solutions to reduce housing benefit subsidy loss experienced by local authorities.
Recommendation: Some local authorities face increasing gaps in their budgets because of the way DWP Housing Benefit regulations work. Local authorities pay housing benefit directly to providers and ‘subsidy loss’ is the gap between how much rent a housing provider charges …
Gov response: The government disagrees with the Committee’s recommendation. DWP agrees that it should consider feedback from LAs on subsidy loss. As subsidy is not part of the scope of the Act there is no plan to …
Not Accepted
#5 — Inform the Committee how it will identify Housing Benefit fraud and support local authorities.
Recommendation: Local authorities have limited capacity to deal with fraud in Housing Benefit claims for supported housing. In other recent reports we have highlighted the Supported housing 7 limited capacity of local authorities to tackle fraud and stressed the need for …
Gov response: The government agrees with the Committee’s recommendation. However, Housing Benefit fraud, for example, benefit fraud (from undeclared income, changes in circumstance, or falsified information) needs to be distinguished from unscrupulous provider behaviour as described in …
Accepted
#4 — Assess how local authorities can set licensing scheme fees to deter poor housing providers.
Recommendation: The Supported Housing (Regulatory Oversight) Act 2023 gives local authorities more powers over providers of supported housing but there is a risk of unintended consequences, including discouraging good quality providers. The Act gives powers to local authorities to set up …
Gov response: The government agrees with the Committee’s recommendation. authority to charge fees covering the cost of performing the authority’s functions, as set out in the Regulations. The government recognises that providing supported housing is a low-margin …
Accepted
#1 — Developer contributions system reform needed, but radical changes risk short-term land supply.
Recommendation: There is scope to reform the current system of developer contributions in England to capture a greater proportion of land value uplifts from development to deliver affordable housing and public infrastructure. There is a compelling case for such reforms—especially in …
Gov response: 24. The Government welcomes the focus on iterative improvements to existing mechanisms. The Government has already taken important steps to strengthen the system of developer contributions to ensure new developments provide necessary affordable homes and …
Under Consideration
#23 —
Recommendation: The ministry should require councils to forecast demand for people with complex needs as part of their action plans to highlight where there are gaps in provision and demonstrate how the funds allocated through the Local Authority Housing Fund are …
Response Pending
#17 — New Act grants local authorities non-mandatory powers to implement supported housing licensing schemes.
Recommendation: The Act intends to improve the quality of supported housing and give local authorities more control of supported housing in local areas. It does this through giving local authorities powers to create licensing schemes for providers of exempt accommodation, including …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2023 2.2 DLUHC will publish a consultation in early 2024 on the detailed design of the measures set out in the Supported Housing …
Accepted
#11 — Supported Housing (Regulatory Oversight) Bill has become an Act to improve sector standards.
Recommendation: DLUHC told us that the sector “is not working as well as it should” and that the Supported Housing (Regulatory Oversight) Bill, as it then was, would bring in important reforms.18 The Bill focused on exempt accommodation (mostly short-term supported …
Gov response: 2.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2023 2.2 DLUHC will publish a consultation in early 2024 on the detailed design of the measures set out in the Supported Housing …
Accepted
#7 — Progress to improve supported housing supply remains poor, falling below targets.
Recommendation: Progress to improve the supply of supported housing is poor. While DLUHC uses the Affordable Homes Programme to support development of more supported housing, it reported it is only forecast to achieve 5% of supported housing from the 2021–2026 iteration …
Gov response: 1.1 The government agrees with the Committee’s recommendation. Target implementation date: July 2024 1.2 The Department for Levelling Up, Housing and Communities (DLUHC) has commissioned research to provide an up-to-date assessment of the supply and …
Not Addressed
#2 — Write to the Committee outlining consultation progress and supporting local authorities to implement the Act.
Recommendation: Exempt accommodation—an expanding sub-sector of short-term supported housing that can be of poor quality—has little regulation or oversight so leaving vulnerable people unprotected from unscrupulous providers. We echo the strength of feeling and view of the Levelling Up, Housing and …
Gov response: The government agrees with the Committee’s recommendation. measures set out in the Supported Housing (Regulatory Oversight) Act 2023 (the Act). It is extremely important to hear from local authorities who will be implementing these measures, …
Accepted
#35 — Supported housing plays essential role in preventing homelessness, National Housing Federation submission highlights
Recommendation: In its written submission, the National Housing Federation suggested that the Government’s plans for tackling homelessness should reflect the essential role that supported housing plays in enabling independence and providing good quality homes, appropriate to need, and reducing reliance on …
Not Addressed
#1 — Committee received evidence from DLUHC and DWP concerning supported housing provision.
Recommendation: On the basis of a report by the Comptroller and Auditor General, we took evidence from the Department for Levelling Up, Housing & Communities (DLUHC) and the Department for Work & Pensions (DWP) about supported housing.1
Gov response: The government agrees with the Committee’s recommendation. commissioned research to provide an up-to-date assessment of the supply and demand of supported housing across Great Britain which is due to be published in early 2024. DLUHC …
Accepted
#9 — Require Older People’s Housing Taskforce to recommend OPSO reform regarding rent on equity.
Recommendation: As part of its report, the Older People’s Housing Taskforce must include recommendations for reform of OPSO, focussing on the potential merits of changes to ensure that no rent is charged for the top 25% of equity, regardless of the …
Gov response: 24. T he Government is looking forward to receiving the report of the independent Older People’s Housing Taskforce in due course, and will of course consider their recommendations carefully, including any regarding OPSO.
Not Addressed
#36 — Previous report on supported housing sector published in November
Recommendation: We last reported on the supported housing sector in England in November
Gov response: 7. PAC conclusion: Despite legislation designed to tackle well-established problems and gaps in regulation, MHCLG has made no progress in improving the oversight of the supported housing sector. 7. PAC recommendation: MHCLG should implement the …
Accepted
IMB Recommendations (19)
Ashfield (2020)
Can the lack of availability of appropriate accommodation for men convicted of sexual offences be raised with the minister for housing, communities and local government?
Other
Send (2021)
The Board is concerned that there is a lack of appropriate resettlement accommodation (7.5).
Ministry of Justice
Ashfield (2020)
When will plans for increased places in approved premises be realised?
Ministry of Justice
Eastwood Park (2021)
Will HMPPS confirm what actions they are taking to improve the accommodation options for women leaving prisons and when this is likely to have an impact on outcomes?
HMPPS
Send (2022)
The Board is concerned that there is a lack of appropriate resettlement accommodation (7.5).
Ministry of Justice
Rochester (2023)
The Board retains its view that re-offending rates cannot be reduced unless there is suitable accommodation for all prisoners who have completed their sentence or are being released on HDC. Bail accommodation is limited in the south east, and the Board urges the minister to look into this further, to see how more accommodation can be provided.
Ministry of Justice
Woodhill (2025)
Will the Minister work with colleagues to provide more approved accommodation in order to support the parole boards’ recommendations for prisoners to be reintegrated into society?
Ministry of Justice
Bronzefield (2020)
The Board wishes to restate the question from our 2017/18 and 2018/19 annual reports: What has the Mayor’s office for Policing and Crime done in the last year to increase the availability of accommodation for those women who leave prison with no fixed abode?
Other
Thorn Cross (2021)
The lack of approved premises to which prisoners can be released is a concern and more needs to be done to provide suitable accommodation.
Ministry of Justice
Stoke Heath (2023)
Can the process for prisoners to rejoin their community upon release be reviewed, to ensure all prisoners are offered accommodation upon release?
HMPPS
Leyhill (2023)
What action will the minister take to remedy the lack of spaces in approved premises, which leads to many prisoners facing incarceration beyond their release dates?
Ministry of Justice
Derwentside IRC (2023)
To establish or improve pathways with local authorities and other external agencies, including probation, to enable prompt access to housing, social support and other services, which are required to be put in place before vulnerable women leave detention
Home Office
Dovegate (2025)
Will the Prison Service increase the provision for suitable long-term accommodation for those who need it, and near to their work if they have been successful in being offered a job through the work of the prisons relevant departments?
HMPPS
Thameside (2020)
The Board urges that the welcome Government initiative to ensure that released prisoners have accommodation to go to during the COVID-19 crisis will be continued beyond the current national health emergency.
Ministry of Justice
North Sea Camp (2022)
To ensure that work continues on the further extension of Jubilee self-catering housing.
Governor / Director
Ashfield (2024)
In common with other prisons, a small number of prisoners released from Ashfield in the last 12 months did not have suitable accommodation arranged prior to release. What solution is the Minister proposing to resolve this matter?
Ministry of Justice
Leyhill (2025)
The Minister take action to remedy the lack of spaces in approved premises, which leads to some prisoners facing incarceration beyond their release dates and many experiencing delays in progression towards their eligibility for parole.
Ministry of Justice
Ford (2023)
The Board commented last year on issues with access to appropriate accommodation for some men on release, notably the shortage of approved premises. In spite of the significant efforts of the staff at Ford, this shortage continues to negatively impact the success of prisoner releases. (7.6.2)
HMPPS
Swansea (2025)
If the ‘Spend to Save’ pilot for maintaining tenancies is shown to be effective, what plans are in place to extend the scheme to local authority partners not yet participating?
Governor / Director
LGO / SPSO Decisions (99)
22-002-448 — Kingston Upon Hull City Council
Summary: The Council was at fault for failing to deal with Mr X’s complaints of noise nuisance and anti-social behaviour in his supported accommodation. It was also at fault for failing to respond to his complaint at stage two of its process. The Council was not at fault in how …
LGO (Local Government & …
Adult Care Services
Upheld
Dec 2022
23-010-331 — Blackpool Borough Council
Summary: Mr D complained about the support provided to his daughter who lives in supported living accommodation. We found some fault in the Council’s service provision and communications. This resulted in some avoidable distress and frustration for Mr D and his daughter. The Council has accepted these findings and at …
LGO (Local Government & …
Adult Care Services
Upheld
Jul 2024
25-001-488 — Cordial Support Limited
Summary: We cannot investigate this complaint about anti-social behaviour from a neighbouring supported accommodation unit. This is because the complaint matters are not linked to personal care support.
LGO (Local Government & …
Adult Care Services
Jul 2025
201204670 — The City of Edinburgh Council
Mr C's late aunt (Ms A) had been in hospital following a stroke, and was discharged to a nursing home. Mr C complained that council social workers did not give Ms A the chance to visit the nursing home before sending her there (even though the manager had offered to …
SPSO (Scottish Public Se…
Local Government
Upheld
Apr 2014
20-012-815 — West Sussex County Council
Summary: Mr B complained his supported housing provider did not repay him any money for the time he was not living in his flat between March and June 2020. There was no fault by the Council.
LGO (Local Government & …
Adult Care Services
Not Upheld
Mar 2022
23-011-874b — NHS Cambridgeshire & Peterborough ICB (23 011 874b)
Summary: Miss A complained about a council and care agency regarding her placement at supported accommodation. We found fault with the agency for the care it provided which led to risks to Miss A’s mental and physical health. The agency has carried out work to improve its care and will …
LGO (Local Government & …
Health
Not Upheld
Aug 2024
23-011-874a — Willow Care & Support Ltd (23 011 874a)
Summary: Miss A complained about a council and care agency regarding her placement at supported accommodation. We found fault with the agency for the care it provided which led to risks to Miss A’s mental and physical health. The agency has carried out work to improve its care and will …
LGO (Local Government & …
Health
Upheld
Aug 2024
23-020-000 — Sunderland City Council
Summary: Mr X complained about the Council’s decision to grant planning permission to change the use of a building from residential to supported accommodation. Mr X said this will reduce the value of his home, will impact on his family and the community, and fears anti-social behaviour from the residents. …
LGO (Local Government & …
Planning
Not Upheld
Sep 2024
24-019-916 — Nottingham City Council
Summary: We will not investigate this complaint about supported living. Further investigation will not lead to a different outcome.
LGO (Local Government & …
Adult Care Services
May 2025
24-021-716 — Bury Metropolitan Borough Council
Summary: We will not investigate this complaint about the Council’s treatment of a supported living provider. There is not enough evidence of fault to justify our involvement.
LGO (Local Government & …
Adult Care Services
Jun 2025
201203475 — Dundee City Council
Mrs C moved back to the council's area to care for family. She accepted the councils offer of an upper villa flat which had an intercom service to wardens in a nearby sheltered housing complex, although she was fit and active and had no need of the service. The council …
SPSO (Scottish Public Se…
Local Government
Not Upheld
Jul 2013
201707180 — Dundee Health and Social Care Partnership
Miss C complained about the level of communication provided by the partnership regarding the care of her father (Mr A). Mr A was moved from a rehabilitation centre to another tenancy, however, this property did not suit his needs and Mr A returned to the centre. Miss C, who has …
SPSO (Scottish Public Se…
Health and Social Care
Upheld
Jun 2018
201805773 — Fife Health and Social Care Partnership
C complained on behalf of their child (A) who is an adult with incapacity. C complained that the partnership failed to reasonably safeguard A before and after a reported incident involving a support worker. We found that the partnership's commissioning of services for provision of care followed standard practice and …
SPSO (Scottish Public Se…
Health and Social Care
Not Upheld
Jul 2020
PSOW-202401136 — Hafod Housing Association
Mrs A complained about how Hafod Housing Association dealt with her complaint about damage to her furniture, which she said had been ruined by damp in her house. The Ombudsman decided, that the Housing Association had repaired the leak, which was causing the damp. But that it had failed to …
PSOW (Public Services Om…
Housing
Jul 2024
20-010-984 — London Borough of Hackney
Summary: Ms X complained the Council allowed her to live as a property guardian in a property it owned in the knowledge there were serious disrepair issues. She also complained that when she reported her concerns, the Council ended its agreement with the property guardian company, which then started eviction …
LGO (Local Government & …
Housing
Not Upheld
Jul 2022
22-005-387 — Basingstoke & Deane Borough Council
Summary: We will not investigate this complaint about the Council’s handling of a supported-living facility proposal close to the complainant’s home. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is not enough evidence of fault …
LGO (Local Government & …
Planning
Aug 2022
23-014-753 — London Borough of Bromley
Summary: We will not investigate this complaint about the handling of a rent account for supported accommodation. There is no good reason to investigate old events when the law says we should not, and we could not say the claimed injustice stems from the alleged faults or achieve more for …
LGO (Local Government & …
Housing
Apr 2024
24-007-545 — Leeds City Council
Summary: We cannot investigate Ms B’s complaint about the Council’s maintenance of one of its properties. This is because we cannot investigate complaints about the management of social housing by a council acting as a social landlord.
LGO (Local Government & …
Housing
Aug 2024
24-017-051 — London Borough of Barking & Dagenham
Summary: Mrs B complained that the Council failed to take action to deal with anti-social behaviour and noise nuisance from an overcrowded property next door, which she believes is unlicensed. We have not found fault with the Council’s actions.
LGO (Local Government & …
Environment And Regulation
Not Upheld
Oct 2025
24-014-222 — Nottingham City Council
Summary: We will not investigate Ms B’s complaint that her property is being damaged due to the Council’s failure to maintain the adjoining property. This is because we cannot investigate complaints about the management of social housing by a council in its role as a social landlord.
LGO (Local Government & …
Housing
Nov 2024
24-014-266 — London Borough of Tower Hamlets
Summary: We will not investigate Mr X’s complaint that the Council has breached the terms of his leasing agreements with the Council providing temporary accommodation properties. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. It is …
LGO (Local Government & …
Housing
Nov 2024
201101698 — Perth and Kinross Council
Mrs C's father (Mr A) lives in a very sheltered housing complex. Mrs C complained on behalf of Mr A about the council's entitlement to charge him for housing support services. Mrs C disagreed with the council's interpretation of legislation in relation to their ability to charge for services not …
SPSO (Scottish Public Se…
Local Government
Not Upheld
May 2012
24-017-695 — London Borough of Enfield
Mr M complained the Council has not responded in any meaningful way to his reports of anti-social behaviour (ASB) by his neighbour, a council tenant, which includes persistent screaming and shouting at unsociable hours, threats, odours coming from his property, and possible drug abuse. Mr M says he feels unsafe …
LGO (Local Government & …
Environment And Regulation
Upheld
Dec 2025
PSOW-202103239 — Coastal Housing Group Ltd
Mr A complained that his landlord Coastal Housing Group Ltd (“the Association”) had not acted and/or failed to keep him informed about his complaints of Anti Social Behaviour (ASB) was carried out by his neighbour, also an Association tenant. This included Mr A having been assaulted so he wanted the …
PSOW (Public Services Om…
Housing
Oct 2021
PSOW-202307444 — Valleys To Coast Housing
Ms G complained about outstanding repairs and the quality of repairs undertaken by Valleys To Coast Housing. Ms G also said her dining room table has been damaged. The Ombudsman found that the Association had incorrectly closed Ms G’s previous complaint. She said this caused frustration to Ms G. She …
PSOW (Public Services Om…
Housing
Feb 2024
PSOW-202308943 — Hafod Housing Association
Ms V complained that Hafod Housing Association had failed to resolve the various maintenance issues in her property and had not responded to the complaint she made to it in October 2023. The Ombudsman found that there had been a delay by the Association to rectify the problems in the …
PSOW (Public Services Om…
Housing
Feb 2024
PSOW-202308893 — Vale of Glamorgan Council
Mr T complained that Vale of Glamorgan Council failed to provide a stage 2 response to his complaint about possible asbestos. The Ombudsman found that the Council had received the stage two request, but due to miscommunication between the teams it had failed to respond. The Ombudsman said this caused …
PSOW (Public Services Om…
Local Government
Mar 2024
PSOW-202309098 — Valleys To Coast Housing
Mr M complained that Valleys To Coast Housing failed to undertake the necessary repairs to his property and had not responded or responded to his complaint which he made to it in November 2023. The Ombudsman found that whilst the Association had logged Mr M’s complaint and had taken some …
PSOW (Public Services Om…
Housing
Mar 2024
PSOW-202408991 — Hafod Housing Association
Miss A complained about repair issues at her home, which had been ongoing since early 2023. She complained that the property was full of black mould, windows were not properly secured, water was leaking through the roof and there was no insulation. Asbestos also needed to be replaced. Miss A …
PSOW (Public Services Om…
Housing
May 2025
23-019-575 — Birmingham City Council
Summary: We will not investigate this complaint about the Council’s decision not to allow an application for Supported Exempted Accommodation for benefit purposes to the complainant’s organisation. We cannot determine points of law and only the courts can provide a remedy in these circumstances.
LGO (Local Government & …
Benefits And Tax
May 2024
202103742 — Milnbank Housing Association Ltd
C complained that the association did not respond reasonably to reports of anti-social behaviour. We found that there was a lack of consistency in the way that C’s reports of anti-social behaviour were recorded and indications that some incorrect information had been recorded in relation to C’s reports. The association’s …
SPSO (Scottish Public Se…
Local Government
Upheld
Oct 2022
202501408 — Albyn Housing Society Ltd
C complained about how the association had responded to reports of antisocial behaviour and remained dissatisfied at the conclusion of the association's complaint procedure. C sought an acknowledgement of failings, an apology and steps to be taken to ensure the association's handling of reports of antisocial behaviour was improved. The …
SPSO (Scottish Public Se…
Local Government
Mar 2026
NIPSO-201917436 — Choice Housing Association
We asked Choice Housing Association to review its Anti-Social Behaviour procedures, and to ensure its staff are aware of the importance of record keeping when conducting investigations into Anti-Social Behaviour.
NIPSO (NI Public Service…
Housing
Aug 2022
NIPSO-202400351 — Northern Ireland Housing Executive
The Northern Ireland Housing Executive failed to properly investigate a man’s complaint about anti-social behaviour.
NIPSO (NI Public Service…
Housing
Upheld
Dec 2025
PSOW-202106816 — Adra
Ms X complained about the response from Adra to a complaint she had made. She said that the response had been delayed and inadequate. Whilst Adra had provided a formal written response to the complaint, there was still an additional review stage in Adra’s complaints policy, and this had not …
PSOW (Public Services Om…
Housing
Mar 2022
PSOW-202206315 — Hafod Housing Association
Mr B complained that Hafod Housing Association had informed the Ombudsman that he had not made a complaint to it, but it had provided him with a complaint response. The Ombudsman found that the Association had provided inaccurate information to her office, and it had prematurely referred Mr B to …
PSOW (Public Services Om…
Housing
Jan 2023
PSOW-202300091 — Wales & West Housing Association
Mrs D complained that Wales & West Housing Association failed to provide a response to her Stage 2 complaint which she made in February 2023. The Ombudsman decided that whilst the Housing Association had provided regular and meaningful updates it had not issued a Stage 2 complaint response. She said …
PSOW (Public Services Om…
Housing
May 2023
PSOW-202501197 — Caredig
Miss X complained that Caredig failed to repair the leak from her upstairs neighbour’s balcony and that she had not received a complaint response. The Ombudsman found that the Association had attended the property to carry out remedial repairs to the balcony; however, it had failed to progress Miss X’s …
PSOW (Public Services Om…
Jul 2025
21-018-819 — Westminster City Council
Summary: We will not investigate this complaint about the Council’s actions as a social housing landlord refusing Mr X’s housing transfer request. This is because we have no remit to consider complaints about the Council’s actions when it is acting as a social housing landlord.
LGO (Local Government & …
Housing
Mar 2022
21-018-844 — Westminster City Council
Summary: We cannot investigate Mrs X’s complaint about what happened to her social housing tenancy. This is because the complaint concerns the Council’s historic management of its social housing and so it lies outside our legal remit.
LGO (Local Government & …
Housing
Apr 2022
22-005-367 — Slough Borough Council
Summary: We will not investigate this complaint about the Council’s decision to introduce a selective licensing scheme for privately rented properties. This is because there is not enough evidence of fault to justify an investigation.
LGO (Local Government & …
Housing
Jul 2022
21-011-599 — Ashford Borough Council
Summary: Mr X complained the Council allowed a landlord on his estate to subdivide upwards of 20 properties without planning permission and turn them into Houses in Multiple Occupation (HMOs). We did not find fault with the Council.
LGO (Local Government & …
Planning
Not Upheld
Aug 2022
21-018-391 — Birmingham City Council
Summary: There was no fault in the way the Council dealt with Miss B’s concerns about her temporary accommodation.
LGO (Local Government & …
Housing
Not Upheld
Sep 2022
23-011-817 — Royal Borough of Kingston upon Thames
Summary: Mr X complains the Council has not provided a sufficient remedy following delay in repairing faulty appliances in his temporary accommodation. We have concluded our investigation having made a finding of fault. There was delay in repairing the appliances and the Council has offered to make a further remedy …
LGO (Local Government & …
Housing
Upheld
Mar 2024
23-021-269 — London Borough of Waltham Forest
Summary: We cannot investigate this complaint that the Council has delayed providing the complainant with a loft and kitchen conversion. This is because we cannot investigate a council when it is acting as a landlord.
LGO (Local Government & …
Housing
May 2024
23-020-560 — Isle of Wight Council
Summary: We will not investigate this complaint about the support provided by the Council’s supported living placement. This is because we could not add to the previous investigation completed by the Council.
LGO (Local Government & …
Adult Care Services
May 2024
24-002-242 — Kirklees Metropolitan Borough Council
Summary: We cannot investigate Ms B’s complaint about the Council removing her garden fence in response to the concerns of one of its tenants. This is because we cannot investigate complaints about the management of social housing by a council acting as a social landlord.
LGO (Local Government & …
Housing
May 2024
24-005-231 — Gateshead Metropolitan Borough Council
Summary: We will not investigate Mr X’s complaint about the Council’s failure to provide information about care charges when he moved to supported living accommodation. The Council has already waived the care fees for the period before it provided costs information in their entirety and further investigation would not lead …
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2024
24-006-623 — Basildon Borough Council
Summary: We cannot investigate Mr X’s complaint that the Council has told him he must remove the balcony from his flat. This is because the Council owns the freehold of the property and the complaint concerns its management of the property, which he owns on a long lease. Such actions …
LGO (Local Government & …
Housing
Sep 2024
24-020-346 — London Borough of Bexley
Summary: We will not investigate this complaint about the Council not providing financial support for a young person who declined to leave a supported living placement, which Miss X said led to her organisation incurring a significant financial cost. There is not enough evidence of fault in the Council declining …
LGO (Local Government & …
Children S Care Services
Apr 2025