Housing Ombudsman statement in response to Grenfell Tower Inquiry Phase 2 report

The Housing Ombudsman has issued a statement following the release of the Grenfell Tower Inquiry Phase 2 report.

Today, the Grenfell Tower Inquiry Panel published its Phase 2 report after hearing from those who lost loved ones and survivors, as well as experts in the field and former government officials.

Richard Blakeway, who serves as the Housing Ombudsman, stated that the report will greatly impact the housing industry going forward. He also emphasized that it should prompt the nation to take a closer look at how things are currently being done.

We want to give a big shoutout to the survivors and families who bravely shared their experiences during the Inquiry. Their voices are loud and clear in the report, showing how important their input was. Our team is fully dedicated to making a difference as required by the Social Housing Regulation Act.

Central to these conclusions are the importance of respect and trust, as well as the values of openness and responsibility. It is evident that the grievances of residents were ignored and underestimated.

Even though the report mentions technical problems, the clear inequality in power and lack of respect for residents stands out. These are issues we continue to come across in our research and emphasized in our recent comprehensive report on attitudes, respect, and rights. The report shows the importance of landlords providing services that prioritize the well-being of residents.

A larger societal shift is necessary to change the way we view people who live in social housing. We need to invest in providing better services for residents and maintaining social homes responsibly to promote fairness and respect.

Through our interactions with many tenants and property owners, we have learned that the expectations and demands of landlords have evolved. It is no longer practical to offer a uniform solution for housing and maintenance issues.

This can be seen in the results of the investigation, where the landlord did not completely grasp the requirements of the people they were working for. I notice these patterns often in the cases we handle, and I urge landlords to remember that complaints reflect the level of service and values of their organization. Complaints serve as a warning sign for potential problems that have not been dealt with, and addressing them can enhance the relationship and trust between landlord and tenant.

Landlords need to carefully examine the complaints they receive in order to learn and foster a positive culture for handling complaints. It is important for landlords to engage with residents and consider their input when making decisions, which unfortunately did not happen in this situation.

Update on the second phase report for the Grenfell Tower Inquiry