William Eichler 28 November 2024

Council’s handling of housing complaints ‘defensive’

Council’s handling of housing complaints ‘defensive’ image
Image: Alex Yeung / Shutterstock.com.

A special investigation by the Housing Ombudsman has revealed a ‘defensive complaints culture’ within Camden Council’s landlord services, including evidence of a dismissive approach to residents.

The investigation was launched after a ‘significant volume’ of severe maladministration findings against the council, with the Ombudsman investigating 57 complaints and making 124 findings of maladministration.

The main driver of complaints is the condition of council properties. Its repairs management suffered from record-keeping inaccuracies and gaps, ‘significantly contributing to failures in cases.’

The Ombudsman found that the council’s landlord services could ‘appear dismissive of resident complaints’ and highlighted a lack of policy regarding reasonable adjustments when it came to vulnerable residents.

A spokesperson for the council said the cases covered in the report are from 2022 or earlier, adding ‘since then we have changed and improved many aspects of our services.’

They continued: ‘We will go above and beyond the ambitions set out by the Ombudsman’s recommendations and we will ensure that considerations about our residents are at the centre of our work.’

SIGN UP
For your free daily news bulletin
Highways jobs

Executive Director – Adult Social Care, Health & Wellbeing

Sefton Borough Council
£131,208 (Hay 1)
Lead with Purpose. Build on Excellence. Shape the Future of Health and Wellbeing in Sefton. Sefton (Metropolitan borough), Merseyside
Recuriter: Sefton Borough Council

Strategic Finance Business Partners (five roles)

Nottingham City Council
up to £80k
Nottingham is a bold, vibrant, and exciting Core City at the heart of the UK, alive with potential and ambition. Nottingham, Nottinghamshire
Recuriter: Nottingham City Council

Director of Finance (Strategy) – deputy S151

Nottingham City Council
up to £125k
Nottingham is a bold, vibrant, and exciting Core City at the heart of the UK, alive with potential and ambition. Nottingham, Nottinghamshire
Recuriter: Nottingham City Council

Customer Specialist

Essex County Council
Up to £25081.00 per annum
Customer SpecialistPermanent, Part Time£25,081 pro rataLocation
Recuriter: Essex County Council

Customer Specialist

Essex County Council
£25081.00 - £27653.00 per annum
Customer SpecialistPermanent, Part Time£25,081 to £27,653 pro rataLocation
Recuriter: Essex County Council
Linkedin Banner