Haringey Council ordered to compensate homeless woman after ombudsman faults

Haringey Council has been ordered to apologise and pay compensation to a homeless woman after the Local Government and Social Care Ombudsman found multiple failures in its response to her case. The ombudsman’s report, published last month, identified delays in repairs, incorrect advice, and a failure to rehouse the woman promptly when she faced eviction from temporary accommodation.

The woman, referred to as ‘Miss X’ in the report, first reported disrepair issues in her temporary accommodation in June 2024. An inspection by the managing agent found problems including a faulty front door handle, a broken landing light, a ceiling in need of redecoration, and an overgrown garden. Despite these findings, the repairs were not carried out, and Miss X escalated the issue to the council in November 2024.

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Council failed to act on repairs for over a year

The ombudsman concluded that Haringey Council should have taken action to ensure the managing agent completed the repairs. By July 2025, more than a year after the issues were first reported, the repairs remained unresolved. Instead of addressing the problem, the council advised Miss X to pursue the matter herself and incorrectly informed her that the managing agent was primarily responsible for the repairs.

The ombudsman also found that the council failed to inform Miss X of her right to request a Section 202 review of her homelessness application. This review allows applicants to challenge decisions made by the council regarding their housing situation. The omission was described as causing further injustice to Miss X.

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Delay in rehousing caused ‘distress and uncertainty’

When Miss X faced eviction from her temporary accommodation, the council did not rehouse her until the date of the eviction itself. Haringey Council admitted to the delay and apologised for the distress caused. The ombudsman acknowledged the shortage of temporary accommodation in London but found no evidence that the council took proactive steps to source alternative housing for Miss X.

The ombudsman’s report stated that the delay caused Miss X ‘distress and uncertainty’. The council provided evidence that the delay was due to the number of families ahead of her on the transfer list, but the ombudsman noted that this did not excuse the lack of proactive measures.

Council must improve housing procedures

The ombudsman ordered Haringey Council to apologise to Miss X for the injustice caused by its failures. The council must also develop an action plan to ensure its housing staff follow correct procedures in future cases. The remedies, including compensation, must be completed by 4 September 2025.

“We have already taken steps to improve our services, including issuing guidance to staff on responding to reports of disrepair in temporary accommodation.”

Tammy Hymas, Haringey Council cabinet member for housing

Tammy Hymas, Haringey Council’s cabinet member for housing, said the council had taken the ombudsman’s findings ‘very seriously’ and had apologised for ‘the mistakes made and avoidable distress it caused’. She added that the council had already begun improving its services, including issuing new guidance to staff on handling reports of disrepair in temporary accommodation.

Hymas described acting with transparency to improve housing in Haringey as ‘a key priority’ for the minority Green administration, which took office after the local elections in May. She said the council was ‘committed to learning from this case and providing the high standard of service our residents deserve’.

What happens next

Haringey Council must complete the remedies ordered by the ombudsman by 4 September 2025. This includes paying compensation to Miss X and submitting an action plan to improve housing procedures. Residents who believe they have been similarly affected can request a review of their homelessness application under Section 202.