The Housing Ombudsman has published a severe maladministration finding for Tandridge District Council in Surrey, after a housing officer failed to appropriately follow its duties under the Equality Act 2010 and its own safeguarding policy.

Housing Ombudsman Richard Blakeway said: “Under the Equality Act, the landlord had the legal duty to make reasonable adjustments, such as how it provided information to the resident and communication through a representative or intermediary.  At the heart of this case, there were three different officers involved, but none took appropriate action.  Failure to appropriately respond to the resident’s requests for reasonable adjustments or to act in accordance with its own safeguarding policy caused serious detriment.  The failure by the landlord to demonstrate that it had taken steps to ensure it understood the needs of the resident also led to missed opportunities which adversely impacted the resident.  On top of this, there was a complete absence of recognition, acknowledgement or apology from the landlord for its failings, or to take any action to put things right”.