330 complaints a month – Southwark received over 4000 complaints on major works and repairs in a year

An FOI has revealed that Southwark Council received 4,295 formal complaints regarding major works and repairs between October 2022 and October 2023.

Over a 13 month period Southwark received an average of 330 formal complaints a month and more than 10 a day in relation to repairs, engineering and major works.

The Liberal Democrat opposition in Southwark say the amount of complaints is "no surprise" given the council's repeated, high-profile failures relating to repairs and major works.

Southwark Council has repeatedly fallen foul of the Housing Ombudsman in the 12 months, being ordered to pay over £11,000 in compensation for four cases of 'severe maladministration'.

Additionally, the council has had to launch internal investigations and suspend staff after major works projects went years over schedule, millions over budget and left council tenants with damp and disrepair issues.

Next week, when Southwark Council sets its budget, the Liberal Democrat group will put forward plans to make services more accessible, setting up 'one stop shops' across the borough, and improve capacity in the repairs team.

Commenting, Southwark Liberal Democrat Leader Cllr Victor Chamberlain said:

"Over 4000 complaints in a year, more than 10 a day, is a dreadful indictment on the level of service provided by Southwark Council. Sadly, however, it is no surprise given the well-documented scandals in repairs and major works over the past year.

Housing services under Southwark Labour have become inaccessible and woefully inadequate. Next week when Southwark sets its budget, I sincerely hope Labour back the Liberal Democrats' plans to improve repairs and bring services back to the community."

Notes

• Full FOI response here.
   
• Further reporting on major works issues in Devon Mansions, Canada Estate and Kirby Estate.
   
• In May 2023 the Housing Ombudsman ordered Southwark Council to pay £10,000 after finding two instances of 'severe maladministration' for 'inexcusable' failings in two cases. Details in 16/05/23 Housing Ombudsman report.
   
• In July 2023 the Housing Ombudsman announced two further findings of 'severe maladministration' from Southwark Council. Details in 25/07/23 Housing Ombudsman report.
   
• Southwark Council's budget will be set 21^st February 2024. The Southwark Liberal Democrat opposition group will be putting forward proposals to...
• Set up "one stop shop" satellite offices, where residents are able to talk to council officers about whatever issue they require, face to face, and get advice and support utilising existing council offices, housing offices, libraries, leisure centres and other council buildings to provide this service in all communities across the borough.
• Review Southwark's apprenticeship training provision and current obligations on developers, with the view to increase the number of apprentices entering Southwark Council's repairs labour stream, thereby creating a new generation of skilled tradespeople to deliver a better service for residents.