Hounslow Council told to rehouse vulnerable resident by Ombudsman

A vulnerable pensioner, referred to as Ms A, who claims she is living in constant fear due to alleged threats and harassment from neighbours, must be rehoused in a larger property nearer her support network, the Local Government Ombudsman has ruled. Hounslow Council, which placed Ms A in a one-bedroom flat in Southall in 2024, has stated it is not responsible for her current situation, issuing a 'not homeless' decision.

Ombudsman ruling and council stance

The Local Government Ombudsman's decision mandates that Ms A be rehoused in a two-bedroom flat. She currently resides three bus journeys away from her family, who are unaware of her ordeal. Ms A, who lives with severe mobility impairments, osteoporosis, chronic pain, and is recovering from a stroke, receives care three times daily and suffers from PTSD and anxiety. Despite her vulnerability and numerous police call-outs to the building, Hounslow Council maintains that Sapphire Housing, Ms A's landlord, is responsible for investigating the reported issues and taking appropriate action.

A Hounslow Council spokesperson stated that an investigation confirmed Sapphire Housing was taking necessary steps, leading to the 'not homeless' decision. 'At this stage, Sapphire Housing are responsible for investigating the issues raised and taking the appropriate action,' the spokesperson told the Local Democracy Reporting Service.

Housing association's legal action

Sapphire Housing confirmed it has launched legal proceedings against the neighbours Ms A alleges are responsible for anti-social behaviour. A spokesperson for the housing association said the action aims to address the behaviour affecting Ms A and other residents, with a court hearing date pending. 'We recognise the seriousness of the concerns raised and have taken formal action by commencing legal proceedings,' the spokesperson said. 'We are currently awaiting a court hearing date.'

Sapphire Housing acknowledged Ms A's distress and her continued feeling of unsafety. The association stated it has limited housing stock and no suitable vacant properties in Ms A's preferred locations. They are working with Hounslow Council to explore alternative rehousing options, but were advised by the council that Ms A would need to submit a new housing application, a process likely to take longer than the legal action.

Resident's experience

Ms A reported that since moving into the property over a year ago, she has experienced alleged incidents including forced entry, demands for money and medication, stolen parcels, and smashed windows. She claims her neighbours shout racial abuse and that her daytime carers were frightened. Ms A stated she has cancelled hospital appointments due to fear of her neighbours and feels 'trapped inside my flat in state of constant terror'.

She added that she cannot have her grandchildren or family visit due to safety concerns and leaves her home early to avoid her neighbours. The stress of the situation has reportedly worsened her mobility and caused memory problems.

Next steps

Sapphire Housing continues to discuss potential rehousing options with Hounslow Council and is exploring all available opportunities, including encouraging Ms A to reconsider her preferred rehousing areas to potentially increase available options.