Tamworth ombudsman received over 190 complaints about housing repairs and tenancy management

Between 1 April 2024 and 31 March 2025, four cases were referred to the Housing Ombudsman Service. The ombudsman discovered six cases of maladministration, made 11 orders, made three recommendations and ordered the council to pay £3,900 in compensation.

The first case from 30 April 2024 related to the council’s handling of damp and mould and repairs at a property. It was determined that there was maladministration in the handling of the repair. The council was ordered to apologise to the resident, pay £3,250 in compensation, produce an action plan and support the resident to make an insurance claim.

The second case, dated 19 June 2024 involved a leak from a water tank in a property. The ombudsman determined that there was maladministration in the handling of the report and ordered the council to apologise, pay £300 in compensation and remind staff of the importance of handling information for repair work, especially in the case of an emergency repair.

The third case, determined on 29 July, found that the council did not provide adequate notice of additional work at a property. This led to damage to the resident’s property and possessions. The council was ordered to pay £150 in compensation and apologise for the failings.

The final case which was determined on 30 September related to a report of anti-social behaviour and the ombudsman determined that there was a service failure. The council was ordered to pay the resident £200 in compensation and apologise for the poor communication.

In every case referred to the Housing Ombudsman, maladministration or service failures were found. This 100 per cent rate is above the national average of 71 per cent and above landlords of a similar size and type of 77 per cent. Tamworth Borough Council has since complied with all the orders and closed each case.

In a report set to be seen by the Audit and Governance Committee, Council Leader, Carol Dean and Ben Clarke, cabinet member for housing, homelessness and planning, said: “Over the past year, Tamworth Borough Council has taken significant steps to strengthen our complaint handling processes in line with the Housing Ombudsman’s complaint handling code. We have improved response times, enhanced staff training, and embedded a culture of learning across all service areas.

“Importantly, we have used feedback to drive tangible service improvements that benefit our community. This work aligns closely with our Corporate Plan 2025–2030 and the vision to Build a Better Tamworth, a borough that is prosperous, sustainable, and inclusive.

“By taking complaints seriously and responding with integrity and purpose, we are helping to shape a council that residents can trust and be proud of. We acknowledge the crucial contribution of our partners in achieving improved outcomes for residents.

“Through collaborative efforts, we have shared insights, enhanced service delivery, and adopted a more coordinated approach to complaint resolution. These initiatives have further strengthened our capacity to respond effectively and empathetically to the needs of our community.”