Mrs J, who lived in London, made a witness statement during a fraud investigation that Jobcentre Plus and the local authority were pursuing into one of Mrs J’s neighbours. Even though Mrs J was assisting Jobcentre Plus, at no benefit to herself, they did not keep her statement or, most importantly, her identity, confidential (as they had promised her they would do). Because her identity was disclosed, Mrs J was then threatened and had stones thrown at her windows; she was followed and her children were bullied at school. Her children changed schools and had to commute for two hours a day.

Mrs J’s mental health declined; she had to see a psychologist and she became reluctant to leave her house. Her relationship with one of her children suffered and he also developed psychological problems. Mrs J had to call the police on a number of occasions. She described her experience as one of ‘living in fear, hell and anxiety’.

Mrs J approached Jobcentre Plus and, although they took her complaint seriously and paid her £750 in compensation, they told her they were not responsible for her neighbour’s actions and told her to contact the police.

Mrs J saw no option but to move home. But she could not do so because she was a council tenant and did not satisfy the criteria for a transfer. When she approached us she said her life was on hold until she could move. She was frightened for her own safety and for that of her children. Mrs J said she was ‘ashamed and angry about having signed the statement and would never do it again…’

We upheld the complaint. Jobcentre Plus had already acknowledged their error but we found that there was no reason to think that Mrs J’s life would not have continued as normal had Jobcentre Plus not disclosed her witness statement. It was for Jobcentre Plus to return Mrs J to a position where she could continue normal life which, in the circumstances, had to be in a new home. We recommended that Jobcentre Plus work with the council to ensure that Mrs J was moved to another property.  We also recommended that Jobcentre Plus pay Mrs J’s relocation costs and £6,000 in recognition of the impact their actions had on Mrs J and her children. Mrs J thanked us for our help and told us: ‘This part of our life … will always have a deep mark in my kids memory'’.