An ombudsman has told the civic centre to pay the resident £300 in compensation, reports Grace Howarth, Local Democracy Reporter

Enfield Council has been criticised and told to pay compensation to a homeless resident over its “misleading” communications.

After an investigation the Local Government and Social Care Ombudsman found the council caused the resident, referred to in its report as Miss X, an “injustice” by not sending her the “correct offer letter” when finding her temporary accommodation.

The watchdog said the council also gave the impression Miss X would be offered alternative accommodation in a separate letter described as “misleading” and “poorly worded”.

In August 2023, after declaring herself homeless, Miss X was moved into temporary accommodation outside of the borough. She was moved as the council needed urgent possession of her previous accommodation at a hostel.

Miss X accepted the new property as she “thought she had no choice” . The offer letter, the watchdog explained, failed to include details of Miss X’s right to request a review regarding suitability.

In January 2024, Miss X raised concerns over disrepair and, later, issues including damp, mould and a mouse infestation. The council responded in April and an inspection took place in July. The boiler was repaired in August and a new one installed in February 2025.

The ombudsman said it was “satisfied” the council took “suitable” action in respect of the repair issues.

However, in June 2024 the council, while responding to Miss X’s disrepair complaints, said its procurement team would continue to search for accommodation and a direct offer would be made once one was found.

No alternative accommodation was offered and the watchdog said this wording had raised Miss X’s “expectations” and it considered this a “fault”.

In response to its findings, the ombudsman told the council to explain how to “request a suitability review” in respect to Miss X’s current property.

The watchdog added if the review found the property was “not suitable” the council had to provide a “suitable financial remedy”, reflecting the nearly two years she has spent in the property.

As well as that, the council was told to pay Miss X £300 to recognise her “frustrated review rights and raised expectations”.

Enfield Council was approached for comment but did not respond.

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