A disabled tenant in Kingston, South London, was confined to his living room for eight years due to the council's neglect in making his home accessible. Following an occupational therapist's consistent recommendations for vital adaptations, the Housing Ombudsman intervened, ordering the council to pay £10,000. The case is part of a wider report exposing severe maladministration across several landlords. The Ombudsman stresses that communication failures and systemic indifference contribute to stigma against social tenants, emphasizing the need for better responses to similar requests for home adaptations in the future. Kingston Council has since apologized and is finding a suitable home.
Richard Blakeway, Housing Ombudsman, said: 'Callous and uncaring systems and processes are repeatedly exposed through these investigations...This is another aspect of the stigma that can exist towards social tenants.'
The report shares valuable lessons on responding to requests for adaptations and improving communication. We hope this helps landlords to learn from complaints alongside the insight being provided through our centre for learning to foster fairer, better services.
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