"We are sorry you felt the need to complain"
"put the responsibility on residents for taking action, instead of the council"
"Apologies should include the reason the apology is needed and avoid shifting the blame, or using passive, ambiguous or dismissive language."
Camden Council revised its apology wording to social housing tenants after the housing ombudsman found the previous phrase risked appearing insincere and shifted blame onto residents. The council stopped using the phrase and now responds: "Thank you for your complaint dated [XXX] and for taking the time to express your concerns." The housing ombudsman advises that apologies be timely, empathetic, personal, sincere, take responsibility and express regret, and should explain why the apology is needed without shifting blame. Earlier investigations in 2023 identified repeated failings in maintenance, reasonable adjustments for vulnerable tenants, and failures to act on serious fire risks.
Read at www.bbc.com
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