Lewisham Council Criticised Over Housing Failures in Ombudsman Report
A recent investigation by the Housing Ombudsman has revealed extensive failings within Lewisham Council’s housing service, highlighting a poor internal culture and significant delays in addressing critical issues in tenants’ homes.
In a special report published by the Ombudsman, 92% of the 28 cases it reviewed—handled by the council between July and October 2024—were found to contain serious failings. These included lengthy delays in repairing hazards that posed risks to residents’ health. The most common issues related to persistent leaks, damp, and mould.
The report also showed that, as of September 2024, nearly one in four properties in Lewisham did not meet the Decent Homes Standard—more than double the average across London.
Lewisham Council admitted the serious impact its shortcomings have had on residents and stated it has since taken action to improve its housing services. Among the 28 cases reviewed, nine were classified as “severe maladministration.”
As of the end of September 2024, 3,295 complaints were open. By July 2025, that number had dropped to 1,794. Despite this reduction, the report raised concerns about the council’s approach, citing examples of poor communication, a lack of urgency in completing repairs, and a defensive tone in dealing with complaints.
One particularly troubling case involved a resident caring for three vulnerable children—one with a life-threatening brain tumour—who experienced repeated delays in tackling damp and mould in their home. In some instances, repair works took over 32 months, with certain follow-up tasks left incomplete without explanation.
The Ombudsman also criticised aspects of the council’s internal guidance for staff, suggesting that parts of it could give the impression that complaints were being dismissed or that the council was unwilling to accept fault.
In response, Lewisham Council has launched a Complaint Handling Improvement Plan (CHIP) and introduced measures such as more rigorous quality checks, post-repair inspections, and closer oversight of contractors. It also reported faster response times, an increase in completed repairs, and improved data on housing conditions following surveys covering over 80% of its stock.
The council acknowledged that restoring residents’ trust will require sustained effort and expressed a commitment to learning from complaints and aligning with upcoming changes to housing legislation.
BBC – October, 2025
