Housing Ombudsman Responds to Grenfell Tower Inquiry Phase 2 Report

On September 4, 2024, the Grenfell Tower Inquiry Panel released its findings, which included testimony from bereaved families, survivors, industry professionals, and former government ministers.

Richard Blakeway, the Housing Ombudsman, remarked that the report carries significant implications for the future of housing practices in the UK. He emphasized the necessity for the nation to reflect on the evidence provided by those who suffered losses and challenges during this tragic event.

Blakeway praised the commitment of survivors and bereaved families who contributed vital information throughout the Inquiry, highlighting that their experiences are essential to understanding the issues addressed in the report.

Key themes from the report include the importance of respect and trust between residents and landlords, as well as the necessity for transparency and accountability. The findings illustrate how residents’ complaints were often disregarded and undervalued.

Although technical failures were noted, the report underscores a significant power imbalance and the dismissal of residents’ voices, which are ongoing issues in current investigations conducted by the Housing Ombudsman.

Blakeway stressed the importance of societal change towards social housing tenants and the need to eliminate the stigma surrounding this housing sector. He called for increased investment to enable landlords to meet residents’ needs effectively and maintain quality living conditions.

The Ombudsman noted that the role of landlords has evolved, and a uniform approach to housing and repairs is insufficient. He cited the inquiry’s conclusion that landlords must better understand the diverse needs of their residents.

In light of this, Blakeway reminded landlords that complaints reflect the quality of their services and organizational culture. He emphasized that addressing complaints can foster better relationships and build trust with residents.

He encouraged landlords to review complaints seriously to promote learning and cultivate a positive complaint handling culture. Additionally, he stressed the importance of including residents in decision-making processes, which were notably absent in the Grenfell tragedy.