Housing Ombudsman statement in response to Grenfell Tower Inquiry Phase 2 report

In response, Richard Blakeway, Housing Ombudsman, says: “This report will have huge significance for the way housing operates in the future. But it must also act as a moment of reflection for the whole country.

“The survivors and bereaved families who provided such vital evidence throughout the Inquiry should be commended; their voices are clearly heard in this report which is testament to how it has been produced. Everyone at our service is tirelessly committed to fulfilling our role under the Social Housing Regulation Act to deliver change.

“Integral to these findings are respect and trust – and the principles of transparency and accountability. It is clear residents’ complaints were dismissed and devalued.

“Whilst there are technical failings detailed in the report, the gross imbalance of power and dismissal of residents is striking. These are some of the issues we still encounter in our investigations and highlighted in our recent systemic report on attitudes, respect and rights. It identified the need for human-centric provision of services by landlords.

“There is a wider societal change that needs to take place towards those living in social housing, stopping the stigma towards this important tenure. This starts with the investment needed so that landlords can deliver services that meet residents’ needs and are able maintain social homes in a way that is responsible and ensures decency.

“Our work with thousands of residents and landlords has reinforced how the role of a landlord has changed – providing a one size fits all approach to housing and repairs is no longer viable.

“This is evident from the inquiry’s conclusions, with the landlord not fully understanding the needs of the residents they were serving. I see these themes repeatedly in our casework, and remind landlords that complaints hold a mirror up to the quality of service provision and culture of their organisation. Complaints provide landlords with early warning of issues that may be unaddressed, and tackling these can improve relationships and trust between landlord and resident.

“Landlords should rigorously review the complaints they receive to drive learning and create a positive complaint handling culture. Landlords should also ensure they are listening and involving residents in their decision making processes, which was devastatingly absent here.”