Ealing Council failed to keep adequate records and did not show it had made reasonable adjustments for a visually impaired woman during a housing appointment, the Local Government and Social Care Ombudsman has found.
Miss D, who approached the council as homeless in April 2024, told officers she had a visual impairment and relied on enlarged text to read documents. After accepting a main housing duty, the council arranged for her to view a two bedroom flat in June 2024. She said she believed she was viewing temporary accommodation but later discovered she had signed a two year private tenancy she could not afford.
The council told the ombudsman that its resettlement officer had advised Miss D not to sign any paperwork during the visit and had already informed the letting agent of her disability. The ombudsman said there was no evidence to support either claim. Case logs contained no notes of telephone calls or discussions about accessibility needs. The ombudsman said the absence of records was fault and fell below expected standards, particularly for an applicant with a disability.
The investigation also found no proof that reasonable adjustments had been arranged with the agent, such as allowing Miss D to photograph the tenancy agreement so that a friend could read it to her. This left her facing uncertainty about whether the process had been handled appropriately.
However, the ombudsman concluded it was unlikely the council had described the viewing as temporary accommodation. The agent involved provided only long term lets and the council had previously written to Miss D explaining it would make a single offer to discharge its duty.
Speaking to EALING.NEWS, an Ealing Council spokesperson said: “We are very sorry about our failings in this case. We have actioned the ombudsman’s findings and have paid compensation to the individual and have improved the way the service operates including making sure officers document all telephone calls and ensuring reasonable adjustments are made for people and we have provided evidence of these improvements to the ombudsman too.”
They added: “We are looking to continuously improve the service we offer our residents and repeat our apologies to the individual.”
