Raise Concerns About Unsafe, Unsuitable or Poorly Managed Temporary Accommodation
This template can help people raise concerns with a council or housing provider about temporary accommodation, homelessness support, repairs, safety, disability needs, children, safeguarding or poor communication.
The template can be edited to reflect individual circumstances and supporting evidence.
Important: A Complaint Is Not Always a Legal Challenge
If you disagree with a council's formal homelessness decision or a decision that certain temporary accommodation is suitable, you may have a separate statutory right to request a Housing Act 1996 section 202 review.
The normal deadline for requesting a statutory review is:
21 days from the date you are notified of the relevant decision.
Making an ordinary complaint does not automatically protect this deadline.
If a review right may apply, consider making the review request separately or use the optional wording included further down this page.
Interim Accommodation Is Different
If accommodation has been provided under section 188 of the Housing Act 1996 while the council investigates a homelessness application, there is not normally a statutory section 202 right to review the suitability of that interim accommodation.
However, accommodation secured under Part 7 of the Housing Act 1996 must still be suitable.
If you do not know what legal duty your accommodation is being provided under, this template asks the council to confirm it in writing.
Before Sending the Complaint
Replace the highlighted sections with information relevant to your situation.
Where possible, have the following information ready:
- Your homelessness reference number
- Your temporary accommodation address
- The date you were placed there
- The council officer or team dealing with your case
- Photographs of unsafe conditions
- Copies of repair requests
- Medical or disability evidence
- School evidence where children are affected
- Travel times and additional travel costs
- Safeguarding evidence where relevant
- Previous emails or complaint correspondence
- Copies of housing or homelessness decisions
Complaint Letter Template
[Your Full Name]
[Temporary Accommodation Address]
[Postcode]
[Telephone Number]
[Email Address]
[Date]
To:
[Local Council / Housing Provider Name]
Housing Department / Temporary Accommodation Team
Dear Sir/Madam,
I am writing to make a formal complaint regarding my current temporary accommodation and the support I have received while experiencing homelessness.
I am currently placed at:
[Temporary Accommodation Address]
My homelessness / housing reference number is:
[Reference Number]
I was placed in this accommodation on:
[Date Placement Began]
If this has not already been clearly explained to me, please confirm in writing the statutory power or homelessness duty under which this accommodation is currently being provided.
For example, please confirm whether the accommodation is being provided under an interim accommodation duty, the main housing duty or another Part 7 Housing Act 1996 power or duty.
I wish to raise concerns regarding the following issues:
- [Describe accommodation concerns]
- [Safety concerns]
- [Unsuitable living conditions]
- [Repairs or maintenance issues]
- [Impact on children or family wellbeing]
- [Mental or physical health concerns]
- [Communication issues]
- [Lack of support or delayed responses]
- [Safeguarding concerns if applicable]
The current situation is having a serious impact on my wellbeing and stability.
I am experiencing stress, emotional strain and ongoing uncertainty while trying to secure safe and suitable accommodation.
Where relevant, the accommodation is also affecting the health, safety, education, wellbeing or daily living needs of members of my household.
Examples of concerns include:
1. [Example 1]
2. [Example 2]
3. [Example 3]
I believe these concerns require urgent review, particularly due to:
- [Children involved]
- [Health conditions]
- [Disability or accessibility needs]
- [Safeguarding concerns]
- [Mental health impacts]
- [Risk of harm or instability]
Suitability of the accommodation
I ask the council to reconsider whether my current accommodation remains suitable for me and all relevant members of my household.
Please consider all relevant circumstances, including where applicable:
- Safety and property condition
- Space and overcrowding
- Affordability
- Location
- Children's needs and education
- Physical and mental health
- Disability and accessibility
- Medical treatment
- Caring responsibilities
- Support networks
- Domestic abuse or violence risks
- Safeguarding concerns
Please provide a written explanation of how these matters have been considered when assessing the suitability of my accommodation.
Repairs and safety concerns
Where repair, hazard or safety concerns have been reported, please confirm:
- What inspections have been carried out
- What hazards or defects have been identified
- What repairs or safety works are required
- Who is responsible for completing the work
- The expected timescale for action
- What interim safety measures will be taken while work is outstanding
Children and family wellbeing
Where children are involved, please specifically consider the effect of the accommodation on:
- Safety
- Sleeping arrangements
- Education
- School travel
- Health
- Disability or SEND needs
- Emotional wellbeing
- Access to family and professional support
Please confirm what consideration has been given to the children's welfare when determining whether the accommodation remains suitable.
Disability and reasonable adjustments
Where applicable, I ask that my disability-related needs are properly considered and that reasonable adjustments are made to enable me to access the housing and complaint process.
I require the following adjustments:
[List communication, appointment, accessibility or other reasonable adjustments required]
Please confirm in writing what adjustments will be provided or, if any requested adjustment is refused, explain the reasons.
Safeguarding
Where safeguarding concerns have been identified, please confirm whether those concerns have been referred to the appropriate safeguarding or social care service and what immediate steps are being taken to reduce risk.
My safeguarding concerns are:
[Explain safeguarding concerns]
I respectfully request:
- A full review of my temporary accommodation situation.
- Repairs or safety issues to be addressed urgently.
- Improved communication and support.
- Consideration of my wellbeing and any vulnerabilities.
- A written response explaining what action will be taken.
I also request that the council:
- Confirms the legal homelessness duty under which my accommodation is being provided.
- Confirms whether it considers the accommodation suitable under Part 7 of the Housing Act 1996.
- Explains what evidence was considered in reaching that view.
- Considers the new evidence and concerns raised in this complaint.
- Confirms whether I have a statutory right to request a review of any relevant accommodation or homelessness decision.
- Confirms any deadline applying to that review.
- Provides the name or contact details of the team dealing with any further review or complaint.
Evidence supplied with this complaint
I have enclosed or attached:
[List photographs, medical evidence, school letters, repair records, emails, assessments, safeguarding information or other evidence]
Please ensure this evidence is retained with my housing and homelessness records and considered when reviewing my circumstances.
Please treat this complaint seriously and confirm receipt of this letter.
I would appreciate a response within the council's published complaints timescales.
Please communicate with me by:
[Email / Letter / Telephone / Accessible Format]
If necessary, I may seek further advice or escalate the matter through the council complaints procedure, safeguarding services, a statutory homelessness review where available, legal advice services, the appropriate Ombudsman or other appropriate organisations.
I understand that where temporary accommodation has been arranged by a local authority under its statutory homelessness functions, complaints concerning the administration, management, condition or suitability of that temporary accommodation may fall within the jurisdiction of the Local Government and Social Care Ombudsman.
Yours faithfully,
[Your Full Name]
Download the Complaint Template
Download the Temporary Accommodation & Homelessness Complaint Template as a Word document. Complete the highlighted sections with your own information and send it to your council or housing provider.
Download Word Complaint TemplateOptional: Add This if You Want a Statutory Suitability Review
Only Use This Where a Section 202 Review Right Applies
Do not rely on this wording if you are unsure whether your accommodation is interim accommodation under section 188.
If unsure, get specialist housing advice urgently because the statutory review deadline may be only 21 days.
OPTIONAL PARAGRAPH:
In addition to my formal complaint, I request a statutory review under section 202 of the Housing Act 1996 of the council's decision that the accommodation offered or provided to me is suitable, insofar as that decision carries a statutory right of review.
I do not consider the accommodation suitable because:
[Explain why the accommodation is unsuitable]
Please treat this as a request for review within the statutory time limit and confirm receipt.
Please also confirm the review procedure, the deadline for submitting further representations and the contact details of the reviewing officer or team.
If the council considers that I do not have a statutory right to review this decision, please explain in writing why no review right applies and identify the statutory power or duty under which the accommodation is being provided.
Why Suitability Matters
Housing Act 1996 - Suitability
In England, accommodation secured by a council under its Part 7 homelessness powers and duties must be suitable.
The Homelessness Code of Guidance says suitability must be considered in relation to the applicant and all relevant members of the household.
Councils should consider all relevant circumstances, including:
- Space and layout
- Housing conditions
- Health and disability
- Accessibility
- Affordability
- Location
- Risk of violence or harassment
- Children and education
- Medical and support needs
Councils also have a continuing obligation to keep suitability under review while the relevant accommodation duty continues.
Children & Temporary Accommodation
Where children are involved, temporary accommodation should be assessed in light of their needs as members of the household.
Education & Location
Government homelessness guidance says councils should consider children's education when deciding whether accommodation is suitable.
This is particularly important where placement causes:
- Long school journeys
- School changes
- Loss of SEND support
- Disruption during examination periods
- Separation from essential professional support
Bed & Breakfast Accommodation
B&B accommodation should normally be used for households with dependent children or pregnancy only as a last resort and for no longer than 6 weeks.
B&B accommodation is not considered suitable for homeless 16- and 17-year-old applicants even on an emergency basis.
Children Under 2
Current guidance says temporary accommodation is not suitable for a household containing a child under 2 if there is not adequate space for a cot for each child under 2.
Disability & Reasonable Adjustments
Disability can affect both whether accommodation is suitable and how accessible the council's housing process is.
Relevant adjustments can include:
- Written rather than telephone communication
- Accessible documents
- Additional time to process information where reasonable
- Accessible appointments
- Help accessing forms or information
- Other reasonable changes to remove disability-related barriers
Complaint, Review & Appeal - Know the Difference
Complaint
Usually used to complain about how a service has been delivered.
Examples:
- Delay
- Poor communication
- Failure to repair
- Failure to respond
- Lost evidence
- Poor complaint handling
Section 202 Review
Used to challenge specified formal homelessness decisions.
This can include certain decisions about the suitability of accommodation.
The normal deadline is 21 days.
County Court Appeal
A person dissatisfied with a section 202 review decision may be able to appeal to the County Court on a point of law.
The normal section 204 appeal deadline is also 21 days.
Interim Accommodation
There is not normally a section 202 suitability review for section 188 interim accommodation.
However, it must still meet the applicable suitability duty and other legal challenge routes may be available.
Which Ombudsman Handles Temporary Accommodation Complaints?
Local Government & Social Care Ombudsman
Where a local council provides or arranges temporary accommodation as part of its statutory homelessness functions under Part 7 of the Housing Act 1996, complaints about those homelessness functions generally fall within the jurisdiction of the:
Local Government & Social Care Ombudsman - LGSCO.
This can include complaints about:
- Homelessness application handling
- Delay
- Temporary accommodation administration
- Management of temporary accommodation
- Condition of temporary accommodation
- Failure to respond properly to suitability concerns
Housing Ombudsman
The Housing Ombudsman normally deals with complaints about social landlords acting in their landlord role.
However, the Housing Ombudsman has repeatedly confirmed that complaints relating to council-arranged temporary accommodation provided under Part 7 homelessness functions normally belong with the LGSCO instead.
The exact Ombudsman can depend on the legal nature of the accommodation and the function being complained about.
What the LGSCO Can Consider
The Local Government & Social Care Ombudsman can consider administrative fault in how a council deals with homelessness.
Examples can include:
- Failure to properly consider evidence
- Unreasonable delay
- Failure to follow homelessness procedures
- Failure to review suitability when circumstances change
- Poor administration of temporary accommodation
- Failure to properly communicate decisions
The Ombudsman Does Not Replace Statutory Review Rights
The LGSCO says it will normally expect someone to use the statutory homelessness review and appeal process where that is the appropriate way to challenge the council's actual homelessness decision.
This is another reason to check legal deadlines immediately.
Free Housing Legal Help - England & Wales
Housing Loss Prevention Advice Service
The Housing Loss Prevention Advice Service is funded by the Legal Aid Agency.
It provides free legal help to anyone at risk of losing their home or facing possession proceedings, regardless of financial circumstances.
Advice can cover:
- Housing
- Debt
- Welfare benefits
The service also provides emergency advice and advocacy at court for people facing possession proceedings.
Housing Advice & Support
Find Your Council
Find the council responsible for local homelessness and housing services.
GOV.UK - Find Your CouncilHomelessness Guidance
The statutory Homelessness Code used by English councils.
GOV.UK - Homelessness CodeBefore You Send - Final Checklist
- Replace every placeholder that applies to you.
- Add your homelessness reference number.
- Explain the problems clearly and give examples.
- Explain how the accommodation affects you or your family.
- Describe health and disability impacts.
- Explain children's needs where relevant.
- Explain safeguarding concerns.
- List reasonable adjustments required.
- Attach photographs where useful.
- Attach medical or professional evidence where relevant.
- Attach previous repair requests.
- Ask which homelessness duty currently applies.
- Ask for the suitability assessment to be reconsidered.
- Ask for decisions and reasons in writing.
- Ask whether you have a section 202 review right.
- Check whether the 21-day deadline is running.
- Do not rely solely on the complaints process if a review right exists.
- Keep a complete copy of the complaint and attachments.
- Keep proof of when the complaint was sent.
- Keep the council's acknowledgement and reference number.
- Escalate through the council's complaint stages if necessary.
- Use the LGSCO where appropriate for council homelessness functions.
- Seek specialist legal advice urgently where rights are unclear.
Right First Time UK - Key Message
Temporary accommodation does not remove a person's right to raise concerns about safety, suitability, disability, health, children, safeguarding or the way their homelessness case is being handled.
Councils should consider the actual circumstances of the household, rather than treating every temporary placement as automatically suitable.
Put concerns in writing, provide evidence, ask for reasons and check immediately whether a separate statutory review deadline applies.
A complaint can challenge poor service. A statutory review can challenge certain homelessness decisions. Knowing which route applies can make an important difference.