Stevenage Borough Council (SBC) has been told to apologise and make payment to a man who made homeless and housing register applications.

It follows the Housing Ombudsman's decision to uphold a complaint by the man involved, Mr X.

The Ombudsman found fault with SBC's decision on whether Mr X should have received medical priority on his housing register application.

Mr X first contacted SBC in November 2021, saying he had become homeless after his partner had asked him to leave.

He was staying with family, and immediately told SBC that he had mental health issues and a mobility-limiting injury. Mr X says he has since been living with family and friends, in houses that are not suitable for his medical needs.

After Mr X contacted SBC in November 2021, they tried to contact him five times, failing each time. His case was then closed, but re-opened in February 2022 when Mr X contacted SBC again.

Upon assessment, SBC noted Mr X's physical and mental health issues. They sent him a Personal Housing Plan (PHP) in April 2022, accepting their relief housing duty but including incorrect dates.

SBC asked Mr X to provide documents, which he did not. Mr X told the Housing Ombudsman that he kept trying to contact SBC, but couldn't get through to his caseworker. Cllr Robin Parker has previously criticised SBC for its "appalling telephone answer wait times".

In September 2022, SBC told Mr X it was ending its duty as it could not contact him.

The Ombudsman found fault with SBC for putting incorrect dates on the PHP, and for delays in sending it. 

The Ombudsman also could not "see any evidence the council’s medical advisor took account of all the evidence when making a decision on medical priority" for the housing register.

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Mr X is given the highest rate of the Personal Independence Payment (PIP) and a mobility vehicle due to his mobility problems. A council caseworker who visited him following his complaint found that he "finds it very difficult to walk" and that "he uses two walking sticks".

The caseworker "did not consider his current accommodation suitable", and helped him to fill in a homeless application.

However, SBC's medical adviser had previously said that while "eventual re-housing is desirable ... it is difficult but not impossible for them to continue to occupy the current property". The adviser also said that "Mr X is not dependant on mobility aids".

The Ombudsman found fault with SBC's medical need decision, saying: "It is clear from the recent assessment that Mr X’s current accommodation is unsuitable for him and that he has medical needs."

The report also said that "if the faults had not occurred, it is possible that he [Mr X] would have been rehoused earlier".

It was agreed that within one month of the ombudsman's decision, SBC would apologise in writing to Mr X and pay him £500 for his distress.

They will also assess whether Mr X needs any reasonable adjustments to help with the rehousing process, and assist him in completing a medical reassessment and making a referral to occupational therapy.

A spokesperson for SBC said: “SBC recognises there were improvements to be made around processes and communication within our Providing Homes service.

"We have learned from the Housing Ombudsman findings, along with the customers’ experience, to help us implement these changes and improve our service for future applicants.

"We have formally apologised to the customer for how the case was handled and have fully complied with the actions requested to be undertaken by the Housing Ombudsman.”