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

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