Prolonged and inexcusable nine-month wait for response to complaint leaves homeowner in a state of disrepair
In a recent development, Ealing Council has been found guilty of severe maladministration in the handling of a resident's complaint by the Housing Ombudsman service. The resident, who initially reported a leak believed to be coming from the flat above, had to wait nine months for the issue to be addressed properly by the council.
The resident, who kept in touch with the council, received no updates for six months. The council landlord did visit the property and made repairs, but the resident reported that the issue was still ongoing. This prompted the resident to make a second complaint two months later.
The Housing Ombudsman's investigation found additional maladministration in Ealing Council's handling of reports of a leak and noise from plumbing above the flat. As a result, the Ombudsman ordered the council to pay the resident £1,225 in compensation, update its records with vital information about the case, and ensure it is compliant with the Complaint Handling Code.
Ealing Council acknowledged that its procedures and communication in this case failed to meet expected standards. The council stated that it had overhauled its complaints handling process and is seeking a new contractor to improve services for residents.
The Housing Ombudsman urged the sector to learn the wider lessons on the Complaint Handling Code. The Ombudsman stated that they will exercise their powers more in this area as the Complaint Handling Code becomes statutory under the Social Housing Regulation Bill.
The resident had to message the landlord on various occasions to get a response, but only received one when the Ombudsman issued a Complaint Handling Failure Order. The Ombudsman was forced to take this action to get the council to issue a response.
The council's response to this case has been used as a learning opportunity for the sector to understand the implications of not getting the Complaint Handling Code right. The Housing Ombudsman is hosting monthly drop-in sessions on the Complaint Handling Code for landlords to ask questions or seek guidance on compliance.
The person responsible for revising the complaints handling procedure at Ealing Council to improve services for residents is likely the designated Complaints Manager or the relevant Head of Service; for exact current details, contacting Ealing Council directly is recommended.
Ealing Council stated it is committed to providing high-quality housing services to its residents and takes complaints seriously. The council has promised to continue working towards improving its services and ensuring that residents' concerns are dealt with promptly and effectively.
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