Peabody boss forced to apologise over failure to handle anti-social behaviour

The problems started in 1999, but the resident first contacted Peabody in 2020 complaining about noise and anti-social behaviour in the early hours of the morning.

Peabody set up an action plan with the resident, but failed to “monitor or review as promised when more reports were made”, the ombudsman said. This included not watching the residents’ footage of the ASB when it was sent, it added. 

At one point, the complaint was closed as the resident was incorrectly noted as having passed away, the ombudsman said. 

The resident rented another property to care for her terminally ill husband and to recover from ill health herself.

Peabody’s inaction showed it did not consider the guidance in supporting victims and witnesses in the Anti-Social Behaviour, Crime and Policing Act 2014, or as described in its own policies and procedures, the watchdog said. 

Housing ombudsman Richard Blakeway said: “This is a deeply concerning case where a vulnerable resident was not heard. This led to extensive failures by the landlord and these failings caused profound detriment.”

He added: “There were aspects of the landlord’s handling which lacked professionalism. While ASB cases can be challenging and there were pressures on the team, it did not follow its policy, complete commitments made, or explore all options available to it. This has led us to order the landlord to review how it manages ASB.” 

In a statement Peabody submitted to the ombudsman, it said: “We’re very sorry that we let this resident down. 

“Everyone should be able to enjoy their home without excessive noise and anti-social behaviour.

“Residents are also right to expect to us to deal with their complaints quickly and efficiently, and we’ve apologised and paid compensation. It’s clear we needed to do better and we’re learning from this and improving our service.”

Peabody said it now has a dedicated complaint-handling team and is introducing “specialist community safety” teams to work with residents and communities on any ASB issues, as part of its new local approach.  

“We’re listening and using every opportunity to make things right, learn lessons and improve,” the statement concluded. 

Last month, a Peabody subsidiary, Catalyst Housing, was given a double severe maladministration after a disabled resident and her child were left in a mouldy home for 19 months.

It came after a special investigation into Catalyst in March found that the landlord failed to look into a complaint about a premature baby with health complications living in a cold, defective new build property.