Ellie Ames 11 July 2023

Housing Ombudsman inspecting Lambeth Council over complaint handling

Housing Ombudsman inspecting Lambeth Council over complaint handling image
Image: Olivier Le Moal / Shutterstock.com.

The Housing Ombudsman is scrutinizing Lambeth Council’s complaint handling after finding that residents from a previously resolved case had problems return.

The Ombudsman said it would establish how the landlord had allowed the issues to resurface.

It said the landlord’s poor complaint handling included not following policies, failing to fully investigate the issues and not offering appropriate remedies.

The Ombudsman used paragraph 11 of the housing ombudsman scheme to scrutinize evidence of complaints handling, including through an in-person inspection of evidence. It was the first time these powers had been used.

Housing Ombudsman Richard Blakeway said ‘Following recent determinations, I am proposing my team engage with the landlord to establish why the service failures reoccurred in these and any other relevant cases, using paragraph 11 of our Scheme.

‘This paragraph allows us to assemble evidence, including by inspection, to ensure the landlord is taking robust steps following our recent decisions in order to make significant improvements to its complaints handling.’

A statement from Lambeth Council said: ‘We are extremely disappointed that, on this occasion, we fell below our standards, and apologise for failings experienced by this resident and acknowledge that our response to the resident’s complaint was not as helpful, considerate or timely as it should have been.

‘Lambeth has worked intensively with the Housing Ombudsman and with residents to improve the way we respond to complaints.’

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