In the week commencing Monday 2 September 2024, the Housing Ombudsman issued a statement on the Grenfell Tower Inquiry’s report in which the Housing Ombudsman Richard Blakeway said:
“Our work with thousands of residents and landlords has reinforced how the role of a landlord has changed – providing a one size fits all approach to housing and repairs is no longer viable.
This is evident from the inquiry’s conclusions, with the landlord not fully understanding the needs of the residents they were serving. I see these themes repeatedly in our casework, and remind landlords that complaints hold a mirror up to the quality of service provision and culture of their organisation. Complaints provide landlords with early warning of issues that may be unaddressed, and tackling these can improve relationships and trust between landlord and resident”.