Disrepair Solutions for Hammersmith & Fulham Council
The Project
We were appointed to handle disrepair complaints and ombudsman-related cases for properties managed by Hammersmith & Fulham Council. This involved addressing tenant concerns through essential repairs, improving housing standards, and resolving disputes to ensure compliance with legal obligations.
The Challenges
This project presented several complex challenges, including managing sensitive cases involving tenant dissatisfaction and legal scrutiny, meeting tight deadlines imposed by the ombudsman while adhering to resolutions and maintaining high-quality workmanship, and balancing the needs of tenants with council processes to achieve fair and timely outcomes.
The Solution
Our approach was designed to deliver trust and transparency by establishing clear communication channels to keep both tenants and the council informed throughout the process, prioritising repairs that directly impacted tenant well-being to ensure concerns were addressed promptly. Additionally, we implemented detailed tracking and reporting to provide accountability and meet ombudsman expectations.
The Process
We reviewed complaints and disrepair claims with the council to prioritise urgent issues, scheduled tenant consultations to explain timelines and gather additional feedback. We executed all repair works, addressing structural issues, damp, and external maintenance, and conducted final checks and walkthroughs with tenants to confirm satisfaction before sign-off.
The Result
We improved living conditions for tenants by ensuring quicker resolutions to disrepair complaints, strengthened the relationship between tenants and the council through transparent processes and quality repairs, and received positive feedback from both the ombudsman and residents, highlighting our commitment to effective complaint resolution. Our work also contributed to a significant reduction in escalated complaints, setting a precedent for efficient and empathetic disrepair management.
