Complaints handling
Councils are addressing housing complaints and regulatory changes, with Lambeth under investigation and Redbridge enhancing processes.
In July 2026, Lambeth Council faced a formal investigation by the Housing Ombudsman following significant severe maladministration findings, particularly regarding damp, mould, leaks, and property repairs. This investigation, initiated in December 2025, stems from persistent issues in complaints handling, repairs, and knowledge management, with the council having a high rate of maladministration in 2024/25.
Redbridge Council is enhancing its housing complaint handling processes, with its Housing Committee reviewing progress in meeting new regulatory standards in June 2026. These efforts are in response to a rise in housing complaints and significant legislative changes, including the Social Housing (Regulation) Act and Awaab's Law, which prompted a review of the council's housing governance.
Complaints handling, the process by which an organisation receives, investigates, and resolves complaints, is under scrutiny. In 2024/25, Lambeth Council had the highest number of determinations and the highest rate of maladministration (92%) among comparable London boroughs, as reported in July 2026.
Key facts
- Lambeth Council is facing a formal investigation by the Housing Ombudsman, initiated in December 2025. Source
- Between October 2025 and March 2026, Lambeth Council received 108 housing cases, with 19 resulting in severe maladministration. Source
- In 2024/25, Lambeth Council had the highest number of determinations and the highest rate of maladministration (92%) among comparable London boroughs. Source
- Redbridge Council's Housing Committee met on June 22, 2026, to review progress on new regulatory standards for social housing. Source
- Legislative changes, including the Social Housing (Regulation) Act and Awaab's Law, prompted Redbridge Council's review. Source
About this summary
This summary was written automatically from our published stories and the council meeting records they draw on. It describes what councils have discussed and decided; it does not take a view on any decision. Each key fact links to the story it comes from. Updated 30 September 2026. Spotted a mistake? Email community@opencouncil.network.