Hillingdon Council faulted over disabled man's housing case

Hillingdon Council wrongly instructed a disabled man that he had 24 hours to present a police report to support his claim that his accommodation was unsuitable, or his homelessness application would be closed. The man, who is autistic and lives with mental health conditions, is hypersensitive to noise. The council failed to make timely enquiries and properly assess all the evidence relating to how his housing situation affected him.

The case, detailed in a Local Government and Social Care Ombudsman report, involved a man referred to as Mr X. In 2021, the council accepted a duty of care after he presented as homeless and assisted him in finding a room in a house in multiple occupation (HMO) outside the borough. In late July 2025, Mr X submitted a homelessness application, stating that noise and anti-social behaviour from other occupants made it unreasonable for him to continue living there. He provided medical reports confirming his diagnoses and indicated a need for support with budgeting and benefits due to learning disabilities and mental health issues.

Council's actions criticised

In August 2025, Hillingdon Council requested Mr X provide a police report within 24 hours to demonstrate why he could no longer remain at the property. The council later acknowledged this demand was 'not strictly necessary' and that it should have conducted further enquiries itself before deciding on his application. The Ombudsman stated the council was at fault for not considering Mr X’s medical evidence promptly and for failing to properly assess all evidence alongside his housing circumstances. This led to a delay in processing his application and caused him uncertainty.

By September 2025, an NHS community-based mental health service issued a letter stating that Mr X’s HMO accommodation was 'wholly unsuitable'. The council apologised for the delay in handling his application, but the watchdog found the apology insufficient to remedy the uncertainty caused. The Ombudsman noted that the council had a duty to consider reasonable adjustments under the Equality Act, as it was aware of Mr X’s disabilities. The failure to offer appropriate assistance was deemed a fault that caused him 'avoidable distress'.

Resolution and future actions

In late October 2025, Hillingdon Council agreed to implement specific adjustments to support Mr X. These included communicating with him only in writing, avoiding phone contact, and providing assistance with uploading evidence to its housing portal. The council also offered to arrange an in-person meeting in a quiet room at Hillingdon Civic Centre. The local authority was directed to apologise to Mr X and make a symbolic payment of £100 for the distress caused.

The Ombudsman also recommended that the council remind staff through training or briefings of their duties when considering homelessness applications and the need to consider reasonable adjustments under the Equality Act. Hillingdon Council stated that it acknowledges the Ombudsman’s findings, has apologised to the individual, and agreed to the remedy. The council added that it has already implemented actions identified during the investigation, including process improvements and enhanced support for residents with additional needs.