Ms O responded: "I did not bid for a two-bed because the landlord's offer stated I get a temporary place and [would] move back to the estate."
Payment delays
But the problems did not stop there: a clerical error at the council meant that a crucial payment for which Ms O had been waiting in order to buy furnishing for her new home did not come through.
In one communication seen by FT Adviser, a member of staff told Ms O on October 15: "I can confirm I have now processed the Homeloss payment for £8,100 and as mentioned in my email dated 27 September 2024 the Homeloss payment will take "7-10 Working days".
"Therefore you should expect to receive the payment on or before 29 September 2024."
Ms O clarified in an email that it would be October, not September, with an expected payment date of October 23.
But when no money was in her account on October 23, Ms O was shown a Bacs code from the team, which evidenced that a team member had put the sort code incorrectly into the document, leading to the delay.
The original invoice, seen by FT Adviser, showed Ms O had provided her sort code correctly.
Ms O told FT Adviser: "They didn’t process this till October 21, as the receipt says from finances, and they submitted the wrong sort code as I provided correct details.
"For 11 days since handing the keys in, we have been without beds, mattress and sofa as the moving company asked us to leave old furniture so we can buy new ones.
"I was assured once the keys were dropped in, the payment would be processed.
"Last week, Friday (October 18) at best I should have received this payment. I’m sure you can only imagine the stress and mental impact this has had.
"I’ve had to even send my daughter away due to living conditions and this is heartbreaking."
Ms O said she has now spoken to a solicitor to advise her on her next steps.
On October 23, FT Adviser asked the council about the delays to the payments, and why Ms O had originally been accused of supplying the wrong information.
An email was sent by the team on October 24 to say the payment had been made by Bacs into Ms O's account.
Ms O said she is still waiting for a £2,000 disturbance payment.
Treatment of vulnerable customers
A council spokesperson said: "The Council treats all vulnerable people with sensitivity, dignity and respect.
"The housing regeneration team has worked diligently and professionally with Ms O to ensure that she has been allocated a brand new home in the council’s newest housing development.
