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"A London council has changed the way it apologises to residents, after the housing ombudsman accused them of shifting blame by saying: We are sorry you felt the need to complain. The watchdog found that the wording and tone of Camden Council's apology put the responsibility on residents for taking action, instead of the council. According to the Local Democracy Reporting Service, the council confirmed it had stopped using the phrase, and instead responds to complains from social housing tenants with: Thank you for your complaint dated [XXX] and for taking the time to express your concerns.""
"The report follows a 2023 investigation which identified repeated failings by the north London's social housing provision. The council has said they have made significant improvements but expect complaints due to chronic underinvestment' in social housng (AP) This included a broken lift meaning a man with arthritis was forced to repeatedly climb the stairs in his council block until he was moved to a new home. Another report by the government's social housing regulator found that they had caused pot"
The Independent solicits donations to fund on-the-ground journalism and maintains free access to reporting instead of using paywalls. The outlet covers issues ranging from reproductive rights and climate change to investigations into Big Tech and political financing. Camden Council altered its apology language after a housing ombudsman determined the phrase 'We are sorry you felt the need to complain' shifted responsibility onto residents. The council now uses a neutral acknowledgement: 'Thank you for your complaint dated [XXX] and for taking the time to express your concerns.' A 2023 probe found repeated failings in north London social housing, including a broken lift that forced an elderly tenant with arthritis to climb stairs until rehousing, and officials cited chronic underinvestment for ongoing complaints.
Read at www.independent.co.uk
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