Local authority admitted it had “fallen short” of its standards after a man was given incorrect housing advice which led to him getting into debt, reports Joe Ives, Local Democracy Reporter

Barnet Council's Colindale head office — Barnet Council’s Colindale head office

An ombudsman has found Barnet Council at fault for causing a man “a considerable amount of distress” after giving him incorrect housing advice.

The local authority has apologised for its mistake and said it had “fallen short” of its standards in dealing with the matter.

The findings were recently published by the Local Government and Social Care Ombudsman.

Their report describes how a man, referred to as ‘Mr X’, was incorrectly told by a council officer that he was eligible for financial support when moving home. As a result, the man relocated to a new property and fell into debt.

The ombudsman’s report details how Mr X approached the council for help in June 2024 after complaining his home was unsuitable because of a mould issue and due to his landlord increasing his rent. The council inspected the property and determined there were no ‘category one’ hazards – issues which may cause extreme harm or death and require a local authority to intervene.

Despite this, in January 2025 the man was told by a housing needs officer that the council would pay towards the deposit and first month’s rent on a privately-rented property. This prompted Mr X to move into a new, more expensive home under the impression the council would reimburse him.

It was only when he moved in and sent the required forms to the council for his reimbursement that the local authority told him he was ineligible for financial support.

This led to Mr X issuing a complaint to the ombudsman, arguing the council had supplied him incorrect information and was at fault for getting him into debt as a result of renting a property he could no longer afford.

In its report, the ombudsman noted the property Mr X moved into cost more than the maximum £800 he could have received in council support for his first month’s rent and so would not have been eligible for the council’s financial assistance scheme.

Nevertheless, in its findings, concluded in late December last year, the regulator said Barnet Council was still at fault for the misinformation it had given the man.

The ombudsman stated: “I am satisfied on balance that had the council not given Mr X incorrect advice about whether he qualified for financial assistance, he would not have signed the tenancy agreement for the private rented property he found and paid the deposit and first month’s rent.

“As a result Mr X had to borrow money and use credit to pay these upfront costs and this has put him in a difficult financial situation.”

It added: “The council’s actions have caused Mr X a considerable amount of distress.”

The local authority was ordered to issue an apology “for the injustice caused” by its faults and to pay the Barnet resident £400 “to recognise the distress, frustration and inconvenience he suffered”.

These remedies were to be completed, with proof, by the council within one month of the decision, dated 24th December 2025.

A council spokesperson said: “Barnet Homes accepts the decision of the ombudsman and its recommendations in relation to this case.

“We strive to provide high standards of service to our customers but in this instance our we have fallen short of these standards. We have apologised to Mr X and provided a payment of £400.

“We take learning seriously and are always seeking to improve how we deliver our services. We will work with our teams to ensure that correct processes are followed, and the correct advice is given to customers.”

Barnet Homes, which manages the council’s housing stock, is part of The Barnet Group, a local authority trading company owned by Barnet Council.

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