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RESOLVED:

1.     
That this Council notes:
a)       
with embarrassment and regret the findings of the
housing ombudsman, a finding of severe maladministration against
the council in regard to housing repairs for a disabled resident
and her son, issues that went on over a space of years;
b)      
that this finding showed over 120 logs of works that
needed attention over 4 years;
c)       
that the Council failed to ensure sufficient record
keeping of actions taken by council officers and the contracted
service provider took to try and resolve the issues raised, and
that a number of actions did not meet the standard expected by the
Council even after a MKCC Councillor became involved;
d)      
that the Council failed to keep proper records and communicate
appropriatelywithin the required timescales
to both a stage 1 and stage 2 complaint;
e)      
that the Ombudsman believes that in dealing with the
complaint and concerns the Council did not do so with sufficient
empathy or understanding of the resident’s situation;
and
f)        
that the Council was instructed to both apologise
and pay compensation of £5,500.

2.      That this
Council:

a)       
requests that the Chief Executive confirm the
compensation has been paid and the apology has been
sent;

b)      
places an apology on behalf of the Executive and
whole Council for this matter on record publicly;

c)       
notes the issue was discussed at the meeting of the
Housing, Planning and Placemaking Scrutiny Committee held on the 27
September 2023 (draft minute HPPSC15) in which the Director of
Environment and Property, and the Head of Housing Maintenance,
Investment and Corporate Health and Safety gave an extensive
presentation on the actions the Council has taken to improve the
service in light of the LGO findings and that the committee made
several recommendations on the matter, and asks that the
information given at the meeting, and any subsequent actions taken,
be made available to all Councillors;

d)      
understands that in light of continued financial
pressures on council services, caused by continued funding cuts and
the chaos of a Conservative government, supported by a ramshackle,
disorganised and incompetent local Conservative Group on MK City
Council and two local Conservative Members of Parliament,
investment into services such as housing and support services such
as customer services is not at a level the Council would like, but
reiterates that this case is unacceptable and requests that during
the budget setting process the Cabinet be asked to ensure that
appropriate resources are being provided to address the issues
raised by this case so it is not repeated in future; and

e)             
welcomes the findings of the Regulator of Social
Housing (RSH) into the matter, who is satisfied with the direction
of the service, and that substantial improvements have been made
over the last three years.