Kingston Council was ordered to pay £10,000 after failing to install crucial adaptations for a disabled tenant despite numerous recommendations from an occupational therapist. This case is highlighted in a report by the Housing Ombudsman that illustrates significant failings in meeting tenants' health needs and emphasizes the need for better communication and responsiveness from landlords. Richard Blakeway, the Housing Ombudsman, criticized the callous approach of housing systems and expressed hope that the report would foster improved services and fairer treatment for social tenants, whose needs are often overlooked.
Callous and uncaring systems and processes are repeatedly exposed through these investigations. Time and again, these cases reveal communication that is unreliable, inconsistent and unsophisticated for the complexity of the circumstances.
The report shares valuable lessons on responding to requests for adaptations and improving communication. We hope this helps landlords to learn from complaints alongside the insight being provided through our centre for learning to foster fairer, better services.
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