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Council’s failings ‘exacerbated’ resident’s poor mental health, Housing Ombudsman finds
A council in East Surrey exacerbated a tenant’s poor mental health through its “significant failings” over a year-long period, according to the Housing Ombudsman.
Tandridge District Council did not abide by its duties under the Equality Act or its own safeguarding policy, the ombudsman said, leading to its finding of severe maladministration.
The complainant in the case was a secure tenant who has complex physical and mental health disabilities.
The period around the complaint started as the housing officer with responsibility for the resident was told that she had recently attempted to end her own life.
Instead of referring her to a safeguarding hub, the housing officer instead asked if the attempt to end her life was “accidental” and added he was “inundated” with concerns about her and her sister’s behaviour.
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The tenant was involved in a dispute with her neighbour over noise. In one instance, the housing officer turned up unannounced with police present to inspect the residents’ CCTV, which caused distress.
Following this, the ombudsman said an email from the housing officer was accusatory and lacked respect, stating that the position of the resident’s camera was clear evidence that she was “trying to provoke her neighbours”.
The resident and her independent mental health advocacy, who she had asked to act on her behalf, described the housing officer’s approach as “aggressive and intimidating”.
Two senior members of staff found no evidence that the case had been mishandled and insisted that the housing officer would not be changed. But the ombudsman said they did not consider any failings under Equality Act or its own safeguarding policy.
The ombudsman ordered the landlord to apologise to the resident in person, pay £1,000 in compensation and review its vulnerabilities and reasonable adjustment policies.
Housing ombudsman Richard Blakeway said: “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.”
In a statement provided to the ombudsman, Tandridge Council said it recognised there had been failings in the handling of the case and “insufficient consideration” given to the needs and vulnerabilities of the resident.
It said it has learned “several lessons” from the case and that it has provided staff with refresher training, undertaken a review of its staffing structure and will implement a new enforcement policy later this year.
Tandridge Council added: “We are sincerely sorry for the distress and inconvenience these failings have caused.”
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