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Council changes way it apologises to tenants

London, UKLocal News

Camden Council has changed how it apologizes to social housing tenants, responding to criticism from housing ombudsman Richard Blakeway regarding its previous wording. The council now thanks residents for their complaints, avoiding language that may shift blame onto them. Blakeway's November report emphasized the need for timely and sincere apologies, noting the council's prior responses appeared defensive. Investigations revealed repeated failings, including inadequate housing maintenance and serious fire risks that endangered residents. For instance, a broken lift forced a man with arthritis to climb stairs until he was relocated.

The council claims to have made significant improvements by investing more in social housing, launching a new repairs system, and hiring more staff. However, officials expect a high volume of complaints to continue due to the aging social housing stock and chronic underinvestment. The council also faces a "critical shortage" of affordable homes, impacting its ability to meet residents' needs.

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