Martin Ford 17 January 2023

Birmingham complaints handling ‘fundamentally flawed’

Birmingham complaints handling ‘fundamentally flawed’ image
Image: ROD Photography/Shutterstock.com.

Birmingham City Council has been ordered to overhaul its ‘fundamentally flawed’ complaints procedures by the housing ombudsman.

The watchdog used its powers to conduct a further investigation following a finding of maladministration in a case relating to housing repairs.

Examining complaints made to Birmingham City Council brought to the ombudsman from March to September 2022, it found maladministration in 24 out of 25 cases, including five findings of severe maladministration.

Ombudsman Richard Blakeway said: ‘Our wider investigation reveals how the landlord’s current approach to handling complaints is fundamentally flawed.

‘At every point residents are met with increasing challenge to get the landlord to put things right while the lack of adequate policies, procedures and governance combined with limited learning from these issues means the landlord repeats the same mistakes.’

The ombudsman found improvements were necessary to the council’s record keeping, complaints handling, how it carries out repairs and compensation.

Mr Blakeway said: ‘The landlord has accepted our recommendations and taken steps to address the issues identified.

'How the landlord responds will demonstrate whether it is capable of fundamentally addressing these issues and embedding change across a large organisation.’

He added: ‘This landlord is not alone in facing these challenges and there are lessons for the wider sector from this report.

‘I continue to see cases that involve these fundamental issues, which cut across every aspect of a resident’s interaction with a landlord.’

The council said it had initiated a transformation programme and new housing strategy, in addition to allocating more resources to the service.

A spokesperson added: ‘We welcome the opportunity to work with the housing ombudsman during the implementation of their recommendations and we are fully committed to delivering service improvements for the benefit of all Birmingham City Council tenants.’

This article was originally published by The MJ (£).

SIGN UP
For your free daily news bulletin
Highways jobs

Senior Product Support Analyst

Essex County Council
£33512 - £39425 per annum + Hybrid Working
*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the freedom to work from home while still benefiting from in England, Essex, Chelmsford
Recuriter: Essex County Council

Security Architect

Essex County Council
£60049 - £70645 per annum + Hybrid Working
This is a 12 month fixed term contract or secondment opportunity.*Experience the best of both worlds with our flexible hybrid working arrangements. E England, Essex, Chelmsford
Recuriter: Essex County Council

Control Officer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£37602 - £45564 plus shift and weekend allowance
Are you looking for your next opportunity to work as part of a team in a 24-hour emergency control room covering the Boroughs of Richmond and Wandsworth. To be responsible for receiving and logging calls from the public, outside agencies and partners. Use Wandsworth, London
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Senior User Centered Designer

Essex County Council
£60049 - £70645 per annum + Hybrid Working
Interviews will be held on 29th and 30th October 2025.*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the fr England, Essex, Chelmsford
Recuriter: Essex County Council

Network and Communications Lead

Essex County Council
£52621 - £61906 per annum + Hybrid working
Interviews will be held W/C 20th October 2025.*Experience the best of both worlds with our flexible hybrid working arrangements. Enjoy the freedom to England, Essex, Chelmsford
Recuriter: Essex County Council
Linkedin Banner