Issue - meetings

This report is due to be pre-scrutinised at a meeting of the Overview and Scrutiny Committee scheduled to take place on Monday 13^th January 2025.  Any recommendations arising from this meeting will be published in a supplementary pack for the consideration of the Executive Committee.

The report on the Housing Ombudsman Findings was presented by the Deputy Monitoring Officer.

The Committee were asked to note the findings, orders and recommendations from the Housing Ombudsman. The Deputy Monitoring Officer mentioned findings listed in paragraph 2.2 relating to severe maladministration in the Council’s response to damp and mould and reports of a ticking noise and paragraphs 2.3 and 2.4 regarding maladministration for the Council’s response to repairs and complaint handling.

It was further noted that the orders and recommended actions had been completed and the case was closed by the Housing Ombudsman on 13^th November 2024.

The Assistant Director Environmental & Housing Property Services made an apology from the Housing Service. He noted the many failings that had occurred in this case and informed the Executive Committee of number of changes that had been subsequently incorporated. These included a review of capacity and premises, a noise policy review, better recording of cases, training on supporting vulnerable tenants and, a programme of visits to each property to identify any issues that the customer raised. 

The Leader accepted the apology on behalf of the Executive Committee and noted how upsetting it was when things went wrong. He noted that organisations made mistakes but it was how they were dealt with was what counted. It was upsetting that things went as far as they did but was comforted in the fact that steps had been taken so that this did not happen again.

A Member echoed the Leader’s comments and noted disappointment but welcomed the training of staff as long as it was maintained. They had spoken to the Chief Executive regarding equalities and were pleased to note equalities being used in committee reports.

They further noted that it was good that this was being taken seriously but that it could not happen again and asked officers what had changed to ensure this.

The Assistant Director Environmental & Housing Property Services responded that data was being used in a more robust way including better monitoring of performance and trends on Complaints to make sure standards were not slipping.

The question was asked if there had been any disciplinary action taken and officers responded in the fact no individual was culpable, but that the failings were across the service.

The Leader then commented that there was a responsibility for all, Members as well as officers, to make sure complaints were dealt with as soon as possible but also to pass on praise in the same timely fashion.

The Leader thanked those involved in the report.

RESOLVED that

1)      The findings, orders and recommendations from the Housing Ombudsman be noted.

2)       Compliance with those matters by the Council and the wider learning points be noted.