Lambeth Council is facing a formal investigation by the Housing Ombudsman following a significant number of severe maladministration findings, particularly concerning damp, mould, leaks, and property repairs. The investigation, initiated in December 2025, stems from persistent themes in casework related to complaints handling, repairs, and knowledge management.
The council received 108 housing cases between October 2025 and March 2026, with 19 resulting in severe maladministration. Data from 2024/25 revealed Lambeth had the highest number of determinations and the highest rate of maladministration (92%) among comparable London boroughs. The high rate is attributed to several factors, including the management of damp, mould, condensation, leaks, property damage, and repairs, as well as issues with complaints handling and knowledge management. A significant backlog of 2,600 disrepair cases is also a contributing factor, exacerbated by a lack of capital investment in major works, leading to more responsive repair call-outs than ideal.
In response to these findings, the council has commissioned a review of its complaints handling, with a specific focus on repairs, and has implemented a formal Complaints Improvement Programme. This programme, based on findings from a review by Campbell Tickell, includes actions such as introducing resident text-message sign-off for repairs, utilising remote diagnostic technology and AI-supported inspection reporting, and establishing a robust plan to address disrepair with strong senior leadership oversight. More auditing of repairs and complaint cases will also be undertaken to address issues related to repairs and knowledge management.
The substantial backlog of 2,600 disrepair cases is being addressed with a plan to clear it by 2027/28. The Housing Ombudsman has launched a formal Paragraph 49 investigation
into Lambeth due to persistent themes in casework related to complaints handling, repairs, and knowledge management. The council is working with the Ombudsman on an action plan to address these systemic issues, though the timeline for the investigation's findings has not yet been specified.
During the reporting period, the council paid out £133,339 in compensation for housing ombudsman cases. Beyond financial compensation, other forms of redress and remediation offered to affected tenants include formal written apologies, replacement of items such as showers that did not meet a tenant's needs, and refunds of interest and legal costs in cases of financial maladministration. The council is also committed to organisational learning and service improvement actions to prevent future issues, including introducing policy and improving charging/guidance and practice.
Residents can find more information regarding the council's governance and committee meetings, including details on the General Purposes Committee, in the public reports pack available at Public reports pack Thursday 23 July 2026 20:30 General Purposes Committee.