The Local Government and Social Care Ombudsman has ordered Hounslow Council to pay £7,100 in compensation to a vulnerable woman after the council threw away all her belongings following an eviction. The woman, referred to as Miss X in the report, has social care needs and lost everything when the council failed to arrange timely removal of her packed bags.
Council Failures Led to Loss of All Possessions
Miss X was evicted by bailiffs on May 16, 2025. The council explicitly told her to leave her packed bags in her room, promising to arrange for a removal company to collect them for storage. However, the council failed to inform the removal company that this was an urgent eviction. As a result, the removal company arrived several days late, by which time the landlord had already disposed of everything. Miss X lost all her possessions, including essential items like clothing and toiletries.
The Ombudsman found multiple failings in the council's handling of the eviction. Miss X had applied to the council for help after her landlord issued an eviction notice in spring 2024. The council accepted it owed her the 'prevention duty' but closed her case in September 2024 when the notice expired. In mid-October 2024, Miss X received a notice that her landlord had applied to court for a possession order. She reapplied for help in mid-March 2025, and the court issued a possession order two weeks later.
Inadequate Housing and Health Deterioration
Rather than providing appropriate housing, the council moved Miss X between three temporary properties. Despite the council being aware of her documented mobility issues, they placed her in properties that did not meet her physical needs – including accommodation with stairs that she could not safely manage. Miss X was left in these unsuitable conditions for a prolonged period, which the Ombudsman ruled caused her a severe risk of harm and led to a deterioration in her health.
The majority of the £7,100 compensation was awarded to recognise the extensive time she was forced to live in these unsuitable homes. The compensation included £500 for her lost belongings and £300 for the distress caused.
Council Apologises and Ordered to Pay
Hounslow Council was forced to apologise to Miss X and compensate her to the sum of £7,100. The council was contacted for comment but failed to respond by the time of publication. The Ombudsman's report highlights serious systemic failures in the council's handling of evictions and homeless support for vulnerable individuals.
