Tandridge District Council failed in its duties towards a resident with poor mental health under the Equality Act and its own safeguarding policy, the housing ombudsman has found.

The landlord was ordered to apologise in person, pay £1,000 in compensation and review its policies after a finding of severe maladministration.

The resident’s case had been referred to the community harm and risk management meeting after the resident attempted to end her own life. She asked an independent mental health advocacy to act on her behalf.

However, the housing officer instead asked if her attempt to end her life was ‘accidental’ and added he was ‘inundated’ with concerns about her and her sister’s behaviour.

Nine months later, after the housing officer had left the landlord’s employment, the case was referred to the multi-agency safeguarding hub, adult social care, the community mental health recovery services and her GP.

The resident and independent mental health advocacy described the housing officer’s approach as ‘aggressive and intimidating’.

Two senior members of staff found no evidence that the case had been mishandled and insisted that the housing officer would not be changed – but did not consider any failings under Equality Act or its own safeguarding policy.

The landlord said it has now provided staff with refresher training, undertaken a review of its staffing structure and will implement a new enforcement policy.

A Tandridge District Council spokesperson said: ‘It is recognised by the council that there have been failings in the handling of this case and insufficient consideration given to the needs and vulnerabilities of the resident on this occasion. We are sincerely sorry for the distress and inconvenience these failings have caused.’

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