The Housing Ombudsman [HO] is attached to The Ministry of Housing, Communities and Local Government {MHCLG}HERE
work in progress Note: just as i clicked on link to the full report [on the HO website, my internet went down - 13:25 approx wednes 4 dec 24 - this also happen earlier on twitter when i started to have a look at Ministry of Housing, Communities and Local Government account ] Co-incidences, Timing. Reading the signs isn't always easy. A meaningful connection or not, I don't know. 13:35 signal is back now. 13.43 having other internet problems with reaching/loading pages now. no internet again 13.45. ill be back a little latter, im trying to fix the plumbing problem the landlord doesnt do anymore:blocked waste pipe. 14;09 internet back on
https://www.housing-ombudsman.org.uk/2024/11/28/special-investigation-into-camden-council/
" Ombudsman special investigation into Camden Council reveals defensive complaint handling culture
28 November 2024
The investigation was prompted by a significant volume of severe maladministration findings.
In the report, the Ombudsman investigated 57 individual complaints, making 124 findings of maladministration where obligations, policies or processes were not followed, with a detrimental impact on the residents involved. This represents a maladministration rate of 83% during 2023-24. The Ombudsman also made 275 orders on these cases to make things right for residents. "
Summary: 3 key area's of concerns Complaint Handling, Vulnerable tenants and Disrepair HERE
Full Report HERE
Key points: Complaints handling
- repeatedly failed to appropriately identify and log complaints
- accessibility and awareness: no Reasonable Adjustments policy under the Equality Act 2010: Part 11 advancement of equality - Chapter 1 public sector equality duty
- different definitions of vulnerable across the department
* disrepair is the state of a property due to neglect or lack of maintenance. Repair is the process of fixing something that is broken - to its original state. [other definitions may apply]
Accessibility and awareness [of the complaints process]
vulnerable residents and reasonable adjustments
"The Equality Act 2010 sets out the landlord's responsibility to make sure it does not treat a resident less favourably because of a protected character.
As a local authority the landlord is also bound by The Public Sector Duty which aims to make sure local authorities think about things such as discrimination and the needs of people who are disadvantaged or suffer inequality, when they make decisions about how they provide their services and implement policies. [p19]
The 2020 Code states that landlords shall comply with the Equality Act and may need to adapt normal policies, procedures, or processes to accommodate an individuals needs.
Landlords should have a reasonable adjustments policy in place to address this.
Landlord said it did not have a formal reasonable adjustment in place - in relation to complaints handling. But did have accessibility policies for residents to access services and communications.
..... landlord considers it has 'an adequate approach to vulnerability'
the casework findings suggest the approach is far from adequate.
The landlord lacks awareness of how to respond to reasonable adjustments requests or adapt its approach to vulnerable residents." [p20]
List of Cases HERE [same page as Summary - scroll down the page]
