"A public housing tenant from a culturally and linguistically diverse background applied for priority transfer to a different property. They said that their medical conditions made it difficult to climb stairs. Although the property had a lift, the tenant’s doctor recommended accommodation at ground level due to the tenant’s chronic health issues. The public authority declined her application, stating that the lift meant that they did not need stairs. The tenant appealed the decision, but the appeal was also declined.
The tenant, supported by an advocacy service, complained to the Ombudsman. We reviewed the public authority’s decision-making process. We raised concerns about emergency scenarios, such as fire or lift failure, that could leave the tenant stranded. We also asked whether an interpreter had been present during property inspections and whether the tenant had been referred to support services.
The public authority responded that the priority transfer application was being reconsidered. The public authority had inspected the property and provided the tenant with access to its support programs.
As a result of our involvement, the tenant’s priority transfer application was approved and backdated to the date of the original application. The public authority committed to pest control treatment and the tenant signed up for the support program. The public authority also agreed to complete a review of the advice it provides to tenants of multi-storey buildings about evacuation planning and safety awareness."