William Eichler 11 January 2024

Council improvements not ‘felt by residents’

Council improvements not ‘felt by residents’  image
Image: Casimiro PT / Shutterstock.com.

Lambeth Council’s complaints handling process has improved but the results have not been ‘seen and felt by its residents’, according to the Housing Ombudsman.

An inspection by Ombudsman Richard Blakeway found a lack of consistency in various aspects of the council’s complaint handling, including how it lodged complaints.

The Housing Ombudsman said good progress has been made but added that the council is not resourced to adequately respond to the complaints it is handling through its existing process.

‘We commend the leadership of the landlord for the focus it has brought to resolving the problems which have beset it. The landlord has introduced a culture of accountability and ownership and a solid platform to now go further,’ said Mr Blakeway.

‘There are already positive signs. The Ombudsman has not issued the landlord with a Complaint Handling Failure Order in over six months, having issued five last year. However, the steps the landlord has taken have yet to result in a more consistently positive resident experience.’

A council spokesperson said: ‘We accept the findings and commit to delivering the recommendations within three months.

‘We have apologised for the failings identified in the complaints that led to this inspection and have fixed the issues that impacted residents as well as paying compensation to them.’

SIGN UP
For your free daily news bulletin
Highways jobs

Head of Democratic Services, Elections & Monitoring Officer

Harborough District Council
Grade 12 £67,236 – £71,223 plus £3000pa Statutory Officer Allowance
We are looking for an accomplished and proactive leader for our vacant post of Head of Democratic Services & Elections Market Harborough, Leicestershire
Recuriter: Harborough District Council

Director of Children’s Services (DCS)

Swindon Borough Council
£129,000
Be the DCS you always wanted to be. Swindon, Wiltshire
Recuriter: Swindon Borough Council

Childcare Advocate - Joint Legal Team

Reading Borough Council
£56,730 to £63,472 Per year
The Legal Team at Reading is highly regarded and this role will support our shared service clients at the Joint Legal Team (JLT). Reading, Berkshire
Recuriter: Reading Borough Council

Head of Facilities Management

Redbridge London Borough Council
£89,037 - £92,538
We need leaders to take us on the journey. Redbridge, London (Greater)
Recuriter: Redbridge London Borough Council

Solicitor/Senior Solicitor

City of Wolverhampton Council
£50,788 - £54,971
There has never been a better time to join the multi-award-winning Legal Services Team Wolverhampton, West Midlands
Recuriter: City of Wolverhampton Council
Linkedin Banner