Ombudsman uncovers 'culture of apathy' at London landlord
Posted 04.07.23
Housing Ombudsman: Further reading
The Ombudsman has released a special report into the London Borough of Haringey, uncovering a 'culture of apathy' at the landlord that has led to a distinct lack of ownership, accountability and intrinsic motivation when handling complaints.
Where shortfalls are identified, there was no evidence of learning to prevent failings reoccurring - and little evidence of contrition or a resolution-focused approach to complaints handling.
The investigation was initiated by concerns about the landlord's approach to leaks, damp and mould.
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Council to undergo inspection into complaint handling after 'concerning' recurrence of cases
Posted 11.07.23
Housing Ombudsman: Further reading
The Ombudsman has raised concerns with Lambeth Council after residents from a previously resolved case had the problems return.
The landlord once again did not deal with the issues satisfactorily and the Ombudsman found maladministration.
This led to the Ombudsman using paragraph 11 of the Housing Ombudsman Scheme to scrutinise evidence of complaints handling.
It did this through an inspection of the landlord, including through an in-person inspection of evidence. It is the first time these powers have been used.
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