The Housing Ombudsman has published a severe maladministration finding for Hammersmith & Fulham Council, due to its continued failings in response to multiple repairs including to windows where safety concerns and a roof leak led to the resident reporting fire safety issues.

The Ombudsman’s investigation found severe maladministration in the Council’s handling of the repairs and maladministration for its complaint handling.

Housing Ombudsman Richard Blakeway said: “The landlord repeatedly failed in its repairing obligations to the resident.  Poor communication about the repair action plans, inefficient management of the repairs, and unproductive systems of raising repairs to completion or escalating outstanding issues with its contractors. Throughout the case, there was a lack of satisfactory completion records and an absence of evidence to show the landlord’s reasonable investigation into reports of continued issues. The resident and his young family has experienced distress and inconvenience, living with health and safety hazards during the duration of the outstanding repairs. The landlord failed to offer interim solutions and the redress it offered was disproportionate to the significant detriment caused by its multiple delays and service failures”.