SHAC’S Response to the Local Government & Social Care Ombudsman Housing Report for Disabled People
In June 2025, the Local Government and Social Care Ombudsman published a report aimed at reducing barriers for disabled people accessing council housing and homelessness services.
The report is written with recognition of the national housing crisis, which includes the problem of low accessible social housing stock. Nevertheless, even with this limitation, the publication asserts that councils should be doing more to prevent avoidable disadvantages experienced by disabled people accessing housing and homelessness services.
Published as part of the ‘Housing for Disabled People’ campaign, on its website launch page, Ombudsman Amerdeep Somali states:
“Disabled people often suffer greater injustices when in need of housing and homelessness support, simply because of their disability, but their stories are sometimes overlooked…
“… A major factor worsening the crisis is the chronic shortage of adapted or adaptable housing. This scarcity not only limits options for Disabled people but also compounds the significance of council decisions that fail to account for their needs.”
Adam’s Story
The report highlights these problems through three stories of disabled tenants. It begins with Adam, who had mental health disabilities. After a period of homelessness and hospital admission, Adam was subjected to a council assessment that resulted in his placement in unsuitable, potentially dangerous temporary accommodation.
Adam experienced delays in having the assessment reviewed, during which the council refused to make adaptations to his temporary accommodation (this was necessary as he developed physical disabilities). Adam also endured long periods without communication from the council while waiting.
Disabled tenants will not be surprised by Adam’s experience. There is a common thread amongst most disabled tenants of not benefiting from the necessary responsiveness to their needs that social landlords should be providing. Jane, the second story in the report, experienced similar difficulties.
Jane’s Story
Jane applied for social housing due to a medical condition causing mobility and subsequent mental health issues. Jane experienced a delay in her housing application. She was further disadvantaged because the council disregarded a report from occupational health that outlined her need for a ground floor flat – or one with a lift – and suitable bathroom facilities. Jane was eventually moved to appropriate accommodation, but this took four years.
Karim’s Story
The third story features wheelchair user Karim, whose daughters are also unable to walk unaided. Karim requested that the council adapt his kitchen to make it wheelchair accessible. However, he experienced severe delays in receiving the adaptations, some of which was due to a dispute with contractors about the work after the council failed to properly document the work’s progress.
The council also refused Karim’s request for adaptations to accommodate his daughters, relying on outdated occupational health reports to make its decision and failing to consider their developmental needs.
Prevention Not Cure
In making observations about these tenants’ experiences, the Ombudsman does a good job of recognising council failure to adhere their own policies and to network adequately with other agencies where necessary.
However, what the report fails to do is explore the potential reasons for these and other council failures. If the Ombudsman deems these failings to be preventable, how can they be prevented?
- Are housing staff properly trained to communicate effectively with disabled residents, to record their needs and to deal with them holistically?
- Are staff aware of the Public Sector Equality Duty (section 149, Equality Act 2010), and how this should be considered when providing housing and homelessness services?
- Are staff aware of their in-house policies and of the public law duty to adhere to them?
- What are the legal implications for councils should staff disregard input from medical and allied health professionals when considering housing and homelessness needs?
- Are staff aware of other agencies who could facilitate the meeting of disabled tenants’ needs?
- Is staff morale negatively affected by the daily demand to meet disabled tenants’ needs which often outstrips supply? And does this adversely impact how they engage with disabled tenants?
SHAC aims to conduct a survey shortly to explore this last question.
Another big question is one of finance. Overall, council debt across the country now exceeds £100bn. Could councils be doing more with their finances to respond to disabled tenants’ needs more effectively, particularly when adaptations have been requested?
On the face of it, the Ombudsman’s report is welcome but limited. The report includes recommendations and ‘key learning’ for councils, but these include nothing they have not heard before. A report that proposes meaningful accountability for councils with skill inadequacies, poor administrative approaches, and possible financial mismanagement would perhaps make councils sit up and listen.
SHAC on Disability Visibility
For years, SHAC has stressed the need for a strengthened housing regulatory structure. This should include particular and immediate sanctions for social landlords who ignore their duty to disabled residents. We will continue to highlight the need for change on their behalf. Our Disability Visibility campaign and resources can be found here.
The Local Government and Social Care Ombudsman housing report can be found here.
9 July 2025
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