A council in south London has been found to have significant shortcomings in its housing services, with the Housing Ombudsman noting a “poor culture” that risks becoming “defensive.”
The ombudsman reported that 92% of cases handled by Lewisham Council exhibited “serious issues,” particularly concerning substantial delays in addressing hazards that could negatively impact the health of residents.
Additionally, the investigation revealed that as of September 2024, nearly 25% of the borough’s homes did not meet the Decent Homes Standard, a rate more than twice the average for London.
In response, Lewisham Council has recognized the “substantial impact” of its shortcomings on the community and has stated that it has “implemented decisive measures” to rectify the identified problems.
The investigation, which assessed 28 cases from July to October 2024, uncovered nine instances of “severe maladministration,” primarily related to issues such as leaks, dampness, and mould.
As of late September 2024, there were 3,295 open cases, though this number had decreased to 1,794 by the end of July 2025, according to a special report.
One troubling case involved a resident with three vulnerable children, one of whom suffered from a life-threatening brain tumour. The individual had repeatedly reached out to the council regarding unresolved damp and mould issues within their home.
The report indicated that the local authority took more than 32 months to address a lengthy list of repairs, and follow-up work related to damp issues was “discontinued without explanation.”
In May 2024, Melesia Howard described her experience as a council tenant in Lewisham to BBC London as akin to “living in a horror film.”
The report highlighted a “poor culture” within the council’s housing division, evident in the “tone of correspondence, lack of prioritization for repairs, the absence of updates on complaints, and the landlord’s approach.”
In light of the findings, Lewisham Council initiated a Complaint Handling Improvement Plan (CHIP), which included new guidelines for staff.
However, the ombudsman cautioned that some of these guidelines could give the impression that the organization is “defensive,” suggesting that residents might be “fabricating” complaints or that the council “wasn’t at fault.”
Lewisham Council stated, “Our repair teams are completing a greater number of jobs daily, and we have enhanced quality assurance measures, including post-repair inspections and regular contractor evaluations.
“We have significantly decreased wait times for residents reaching out to us and have hired additional personnel to enhance responsiveness.
“Moreover, we have lowered the number of cases involving damp and mould and improved our inventory condition data through a survey of over 80% of the properties we oversee.”
The council acknowledged that “rebuilding trust is a gradual process requiring sustained effort” and reaffirmed its commitment to learning from complaints while preparing for new legal standards.
