"A staggering nine-month delay in addressing resident's complaint, leaving dwelling in a state of disrepair, received widespread condemnation"
In a recent development, Ealing Council has been ordered to pay compensation to a resident following a complaint mishandling case. The council's failure to adhere to the Complaint Handling Code, as outlined in the Social Housing Regulation Bill, has led to delays and ineffective communication with the resident.
The complaint was regarding a persistent leak in the resident's flat, which they believed was originating from the flat above. Despite making the complaint two months later, the council provided no update on the matter for six months.
The Housing Ombudsman, in its investigation, found maladministration in Ealing Council's handling of reports of the leak and noise from plumbing above the resident's flat. As a result, the Ombudsman ordered Ealing Council to pay the resident £1,225 in compensation.
In addition, the Ombudsman ordered Ealing Council to update its records with vital information about the case and ensure compliance with the Complaint Handling Code. This order comes as the Complaint Handling Code is set to become statutory under the Social Housing Regulation Bill, and the Housing Ombudsman will exercise its powers more in this area.
Ealing Council has acknowledged its shortcomings in this case and is committed to improving its housing services to meet expected standards. The council has overhauled its complaints handling process and has used the findings from the Housing Ombudsman to review and make improvements to its service, aiming to benefit all residents.
The Housing Ombudsman urges the sector to learn from this case and the wider lessons on the Complaint Handling Code and the implications for not getting it right. The Ombudsman's statement emphasizes the importance of the Complaint Handling Code in ensuring prompt and effective resolution of resident concerns.
The resident, who had to message the landlord on various occasions to get a response, only received one when the Ombudsman issued a complaint Handling Failure Order. This intervention was necessary due to unacceptable delays and inadequate response from Ealing Council.
In a separate development, Ealing Council is seeking a new contractor to improve services for residents. However, there are no relevant details in the provided search results about the new contract partner that Ealing Council is seeking to collaborate with.
The Housing Ombudsman is hosting monthly drop-in sessions on the Complaint Handling Code and encourages landlords to sign up for questions or guidance on compliance. These sessions aim to help landlords understand their responsibilities under the Complaint Handling Code and ensure they are providing prompt and effective responses to resident concerns.
Read also:
- Federal petition from CEI seeking federal intervention against state climate disclosure laws, alleging these laws negatively impact interstate commerce and surpass constitutional boundaries.
- Duty on cotton imported into India remains unchanged, as U.S. tariffs escalate to their most severe levels yet
- Steak 'n Shake CEO's supposed poor leadership criticism sparks retaliation from Cracker Barrel, accusing him of self-interest
- President von der Leyen's address at the Fourth Renewable Hydrogen Summit, delivered remotely
