Housing Ombudsman opens investigation into Hammersmith and Fulham Council for ‘repeated failures’

A west London borough is being investigated by the Housing Ombudsman for “repeated failures” over the last 12 months, with repeated concerns relating to delayed repairs and poor communication.

Hammersmith and Fulham Council (H&F) currently has 13 open cases against it assessed as high or medium risk, the housing regulator said, in addition to making 12 findings of severe maladministration across five cases since April 1 2022.

The Ombudsman just a few weeks ago ordered the local authority to pay out more than £18,000 in compensation to residents, including one case where a man and his young daughter had water pouring down their walls causing damp and mould for roughly four years.

In another, the council failed to fix a leak affecting a resident coming from a neighbouring flat, with the Ombudsman saying it caused “significant distress, inconvenience, time and trouble to the resident over a five-year period”.

Following its investigation, the Ombudsman will produce a learning report for H&F, making recommendations to improve its service.

Richard Blakeway, Housing Ombudsman, said: “After repeated failures in the past year by this landlord, we’ve seen a high number of cases concerning the landlord identified as high or medium risk.

“Under the circumstances, I’ve asked my team to expedite these investigations.

“Other cases with us concern similar issues and may indicate a repeated failing. Conducting a further investigation, using our systemic powers under paragraph 49 of the Scheme to identify areas for the landlord to learn and improve, is therefore required.

“Following our investigation, we will publish a learning report highlighting any issues we have identified in the cases investigated and make recommendations to the landlord where appropriate.”

Hammersmith and Fulham Council’s strategic director of economy, Jon Pickstone, said: “We fully recognise the historic failings in our handling of complaints and repairs in our ageing housing stock.

“The severe maladministration findings referenced by the Ombudsman relate to a period when one of our three major contractors exited abruptly, the impact of which was exacerbated by the covid pandemic.

“We have apologised unreservedly to those affected. We have failed to provide them with services that reflect the high standards that we expect and they deserve. We have learned lessons from every case and implemented changes as a result. Our residents’ homes should be safe, secure and fit for purpose.”

Mr Pickstone added the council is in the process of upgrading its repairs service, and has increased funding for repairs to £30m annually, among other improvements.

He continued: “We are also investing more than £600m to radically improve our council homes over the next twelve years. It is the biggest council homes retrofit and refurbishment plan in the borough’s history. This is in addition to our commitment to build more than 3,000 new and much-needed affordable homes over the next four years.

“We will co-operate fully with the Ombudsman’s investigation and look forward to receiving its report. We will study it closely and act on its recommendations.”