Camden special investigation report

Camden report summary

This special report follows an investigation carried out under paragraph 49 of the Housing Ombudsman Scheme, which allows the Ombudsman to conduct further investigation into whether there is systemic failure within a landlord.

Camden had 10 findings of severe maladministration between 1 April 2023 and 16 October 2023 in cases involving repairs and/or complaint handling, which raised concerns over how the landlord operates and the services it provides.

An initial analysis into the landlord’s handling of complaints involving repairs was conducted on cases determined in this same period. This review found a notable increase in the maladministration rate from previous years and compared to the national average. The maladministration rate for repairs averaged 91% compared to 73% nationally, and 86% compared to 84% for complaint handling respectively.

This led the Ombudsman to instruct a special investigation to establish if the complaints we have seen are indicative of wider failure within the landlord. This investigation was announced and commenced in November 2023.

The landlord engaged extensively with the Ombudsman as part of this investigation, and proactively sought to implement improvements from the determinations prior to the publication of this report. We commend the leadership of the landlord for its positive approach to learning from this investigation.

The report's key themes

The report identified 3 key themes and made recommendations to improve in those areas. 

Complaint handling

Although the landlord may not have intended to appear dismissive of resident complaints, its practices and communications created a perception of a defensive culture. The investigation identified several areas for improvement in handling complaints. These include reviewing processes and training to align with the statutory Complaint Handling Code to foster a culture that values complaint handling. Additionally, the landlord should enhance its processes for complaint identification, acknowledgment, and investigation. Consistent and transparent guidance on compensation and improved data accuracy in complaint recording and performance reporting were also recommended.  

Disrepair

Property condition was the main driver for complaints with the landlord. Its repairs management suffered from record-keeping inaccuracies and gaps, significantly contributing to failures in cases. Key issues included unlinked repair histories, neglected follow-ups on inspections, stalled repairs lacking explanations, repeated unsuccessful repair attempts, and poor communication with residents. These problems span various repair types, such as damp, leaks, and pest infestations, highlighting systemic inefficiencies. To improve the management of repairs the report recommended the landlord establishes a systematic process for tracking outstanding repairs through to completion.   

Vulnerable residents

The landlord's inadequate response to vulnerable residents highlights a lack of policy regarding reasonable adjustments. This resulted in communication barriers, as seen in a case where a deaf resident's request for an in-person British Sign Language (BSL) interpreter was delayed for four months. The landlord's complaint handling shows insufficient recognition of residents' vulnerabilities and the impact. The Ombudsman requested an update on the landlord's review of its approach to vulnerability and reasonable adjustments, including its strategy for longer-term system and data improvements. 

Annex – List of cases

Our decisions are published to our online casebook.