A watchdog condemned Westminster City Council for severe maladministration after it took five years to fix a tenant's leaky roof, affecting a family's health and home.
The council's failure to document interactions and delays led the ombudsman to accept the tenant's account as accurate, ultimately criticizing the inadequate response to the urgent repairs needed.
Westminster City Council was criticized for its poor record-keeping, which prevented effective communication and resolution, leaving a family without a proper living environment for an extended period.
The ombudsman noted that the council incorrectly pointed to Section 20 consultation as a reason for delays in repairs, revealing that the required consultation had not been conducted.
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