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

Senior Project Manager (Regeneration)

West Yorkshire Combined Authority
£49,359 to £56,057 per annum (pay award pending) – Grade 9
With ambitious goals ahead, we need dedicated individuals who are ready to make a real impact as part of our expanding Housing team Leeds / Hybrid
Recuriter: West Yorkshire Combined Authority

Information Governance Officer

Essex County Council
£28349.00 - £33351.00 per annum + pension
Information Governance OfficerPermanent, Full Time£28,349 to £33,351 per annumLocation
Recuriter: Essex County Council

Information Governance Officer

Essex County Council
£28349.00 - £33351.00 per annum + pension
Information Governance OfficerFixed Term, Full Time£28,349 to £33,351 per annumLocation
Recuriter: Essex County Council

HR Advisor - Pay & Policy (Career Grade)

Wakefield Council
Grade 9 - Grade 10, Career Grade, 24 hours, Permanent
Are you ready to make a difference and shape policies that foster a high performing and inclusive workplace? Wakefield, West Yorkshire
Recuriter: Wakefield Council

Leisure Support Assistant

Wakefield Council
£12,013.50 - £12,202.00, Grade 3, 18.5 hours, Permanent
Are You Ready to Make a Difference in Your Community? Wakefield, West Yorkshire
Recuriter: Wakefield Council
Linkedin Banner