William Eichler 15 June 2023

Complaint handling delay leaves Ealing resident vulnerable

Complaint handling delay leaves Ealing resident vulnerable image
Image: docstockmedia / Shutterstock.com.

A nine-month delay in Ealing Council’s complaint handling left a vulnerable resident without redress, Ombudsman says.

The Housing Ombudsman made a finding of severe maladministration after the London borough failed to address properly a leaking roof.

The council also failed to respond to a complaint from the resident and only responded once the Housing Ombudsman issued a Complaint Handling Failure Order.

After an investigation, the council was ordered to pay the resident £1,225 in compensation, update its records with vital information about the case and ensure it is compliant with the Complaint Handling Code.

Richard Blakeway, Housing Ombudsman, said: ‘The fact we’ve had to intervene on numerous occasions during this complaint is undeniably unacceptable. The Complaint Handling Code is there to support landlords to deliver an effective complaints procedure. The timescales are clear markers for landlords to ensure residents are listened to and their concerns dealt with promptly.’

A council spokesperson apologised and said: ‘We are committed to providing high-quality housing services to our residents and take complaints and grievances very seriously. However, we acknowledge that, in this case, our procedures and communication failed to meet the expected standards. We recognise our shortcomings and the subsequent impact it’s had on our resident’s experience.’

Sign up here to receive our free daily news and jobs bulletin.

SIGN UP
For your free daily news bulletin
Highways jobs

Director of Public Health

Royal Borough of Greenwich
Up to £131,210
The Public Health department is at the heart of the council’s business. Greenwich, London (Greater)
Recuriter: Royal Borough of Greenwich

Head of Regeneration and Growth

Plymouth City Council
£68,387 - £74,411 (MFS and relocation available, pay award pending)
This is a unique opportunity to lead our award-winning development team and directly deliver hundreds of millions of pounds of projects. Plymouth, Devon
Recuriter: Plymouth City Council

Director of Adult Social Care

Wiltshire Council
£119,390 - £127,137
Join us as the Director of Adult Social Care and make a real difference to people’s lives. Wiltshire
Recuriter: Wiltshire Council

Assistant Director Planning, Performance & Engagement

East Sussex County Council
up to £97,700
With strong local communities, unspoilt countryside and vibrant coastal towns, East Sussex offers an exceptional quality of life to many. East Sussex
Recuriter: East Sussex County Council

Director of Finance & Commerce

Lancashire County Council
Up to £114,339
You will play a critical role in driving the organisation through complex change and innovation. Lancashire
Recuriter: Lancashire County Council
Linkedin Banner