In the last few years, LBWF has repeatedly claimed that it is taking residents’ complaints seriously, and learning from them, explaining: ‘Complaints are an important way for an organisation to be accountable to the public, as well as providing valuable insights into organisational performance and the conduct of staff providing services to residents&nbs... »
Every year, the Local Government & Social Care Ombudsman sends each council a review letter which contains some tailored observations about their complaints handling. The review letter for 2024-25 just sent to LBWF, specifically CEO Linzi Roberts-Egan, includes the following: ‘During the year, there were several occasions when our investigations were delayed by your Council’s failure to respon... »
Renowned Waltham Forest campaigner James O’Rourke spends a good deal of time looking out for his brother, who has a learning disability and resides in supported living accommodation. Like many people in similar situations, taking on this responsibility brings Mr. O’Rourke into regular contact with LBWF, and this has caused him and his brother serial problems. In a recent e-mail to a senior officer... »
In a recent ruling, the Housing Ombudsman Service (HOS) finds in favour of long-term local council tenant Michelle Edwards over the way that LBWF has handled a series of complaints that she submitted in 2022 and 2023 (the most serious about Anti-Social Behaviour (ASB)) and concludes that that there have been four clear instances of LBWF ‘maladministration’. Some of the details are eye catching. Fo... »
Taken direct from the Housing Ombudsman’s webpages, here https://www.housing-ombudsman.org.uk/2024/02/01/waltham-forest-council-failings-in-three-different-cases/ ‘The Housing Ombudsman has made 3 findings of severe maladministration in 3 cases involving Waltham Forest Council, including poor handling of a damp and mould case involving a vulnerable resident and another reside... »
Hardly a week goes by without someone from the Town Hall popping up to insist that, in everything LBWF does, it is ‘resident focused’. However, as previous posts have suggested, whether such a boast can be sustained remains debateable. In this context, a recent complaint that a LBWF tenant lodged with the Housing Ombudsman Service (HOS) is significant. The tenant had wanted to confirm that her ten... »