Lewisham (Parliament Politics Magazine) – A damning investigation into Lewisham Council reveals severe failings in housing repairs and complaints handling, with issues found in 92% of reviewed cases.
In one case, despite numerous warnings, a mother and her two young children, one of whom has asthma and is disabled were forced to live with mold, leaks, and wet conditions for years.
The Housing Ombudsman detailed a number of council shortcomings in a report released on Tuesday, October 7. These include inadequate communication, inadequate oversight, and significant delays in addressing dangers that may be harmful to residents’ health. As of September 2024, the watchdog discovered that about 25% of the borough’s dwellings were below the Decent dwellings Standard, which is more than twice the norm for London.
Their mother stated that the severity of the problems had caused her two children to become ill and develop chest infections in the case of the impaired and asthmatic child.
According to the Ombudsman report, the local government “failed to carry out the recommended repairs” each time the council dispatched three different surveyors to evaluate the property’s hazards. The surveyor reported deteriorating conditions and the possibility of a ceiling collapse after the third inspection, but the landlord took two months to set up any necessary follow-up work.
After the council neglected to address persistent problems with mold and humidity in the property, a resident with three children who were at risk, including one who had a brain tumor that could have been fatal, contacted the council on multiple occasions. The audit discovered that the local government “abandoned without explanation” follow-up work on damp, and it took more than thirty-two months to finish some of the comprehensive list of repairs that were required.
Lewisham Council created a Complaint Handling Improvement Plan (CHIP) in response to the findings, which included staff training. The Ombudsman, however, expressed further concerns regarding the guides’ content, stating that some of them “may make the organization appear defensive” by implying that the council “is not at fault” or that residents are “making up” complaints.
Since then, the council has conducted a survey of the majority of its stock and implemented reforms to enhance resident interaction, data systems, and maintenance. The council “is on a long road towards improvement,” according to Housing Ombudsman Richard Blakeway, but the leadership “realises the areas it needs to focus on.”
Lewisham Council said in a statement that it has “taken decisive steps” to address the issues presented and acknowledged “the significant impact” that its shortcomings had on the local population. Additionally, it stated that it is concentrating on complying with the recently enacted Awaab’s Law legislation, which will take effect on October 27 and requires social landlords in England to look into reported mold and damp issues within ten working days and address serious risks within five working days.
The statement added:
“Our repairs teams are completing more jobs per day and we have strengthened quality assurance processes, including post-repair inspections and regular contractor reviews. Waiting times for residents contacting us have fallen significantly, and we have recruited additional staff to improve responsiveness.
We have also reduced open cases of damp and mould and improved our stock condition data through a survey of over 80% of the homes we manage. We are now strengthening performance management of our contractors and continuing to embed respectful, resident-first communication that includes awareness of vulnerabilities.
We recognise that rebuilding trust takes time and sustained effort. We are committed to learning from complaints, embedding a culture of respect and accountability, and preparing for new legal standards.”
What specific actions has Lewisham Council committed to take next?
The council’s objectives include reducing the repair backlog, achieving faster response times for emergency and routine repairs, and ensuring repairs are resolved satisfactorily and within a reasonable timeframe.
“In addition, Lewisham will improve the way it communicates with residents about the progress of repairs and how it responds to complaint cases, including giving clearer explanations to complaints cases, with the aim of reducing frustration and anxiety.
Finally, the council intends to upgrade and integrate housing management IT systems so that repair cases and complaints cannot be lost or ignored, which allows for more effective monitoring and management.