LGO raps Lambeth over "very poor service" in housing disrepair cases

The Local Government Ombudsman has attacked Lambeth Council over the service provided to three tenants whose homes were in serious disrepair.

Following an investigation Dr Jane Martin said the tenants had received a “very poor” service since they first raised their concerns. The council had failed to deal with the issues – such as problems with the ceiling, leaks or windows – within a reasonable period.

Even when some of the delays were unavoidable, the problems were exacerbated by Lambeth’s communication with the complainants.

The Ombudsman said: “The council has a duty to keep the structure and exterior of its homes in repair. Although the council has shown a willingness to carry out repairs and to carry out additional work which it has no obligation to do, the work required has not been completed within a reasonable time period.

“I consider that the council has taken too long to resolve the issues raised in this case and that this delay was maladministration and service failure which has caused injustice to the complainants.”

According to the LGO, Lambeth recognised its shortcomings and had taken measures to improve its services. However, Dr Martin said the steps taken by the council to remedy the injustice did not go far enough.

Dr Martin therefore recommended that Lambeth should apologise and pay compensation of £1,000 each to two tenants, and £500 to the third, as well as completing the outstanding works.