The Housing Ombudsman has said the Grenfell Tower Inquiry report’s findings will have huge significance for the way housing operates in the future.
But it must also act as a moment of reflection for the whole country.
The Ombudsman, Richard Blakeway, said the survivors and bereaved families who provided such vital evidence throughout the Inquiry should be commended; their voices are clearly heard in this report which is testament to how it has been produced.
He said his team was “tirelessly committed” to fulfilling our role under the Social Housing Regulation Act to deliver change.
“Integral to these findings are respect and trust – and the principles of transparency and accountability,” he said. “It is clear residents’ complaints were dismissed and devalued.
“Whilst there are technical failings detailed in the report, the gross imbalance of power and dismissal of residents is striking. These are some of the issues we still encounter in our investigations and highlighted in our recent systemic report on attitudes, respect and rights. It identified the need for human-centric provision of services by landlords.
“There is a wider societal change that needs to take place towards those living in social housing, stopping the stigma towards this important tenure. This starts with the investment needed so that landlords can deliver services that meet residents’ needs and are able maintain social homes in a way that is responsible and ensures decency.
“Our work with thousands of residents and landlords has reinforced how the role of a landlord has changed – providing a one size fits all approach to housing and repairs is no longer viable.
“This is evident from the inquiry’s conclusions, with the landlord not fully understanding the needs of the residents they were serving. I see these themes repeatedly in our casework, and remind landlords that complaints hold a mirror up to the quality of service provision and culture of their organisation. Complaints provide landlords with early warning of issues that may be unaddressed, and tackling these can improve relationships and trust between landlord and resident.
“Landlords should rigorously review the complaints they receive to drive learning and create a positive complaint handling culture. Landlords should also ensure they are listening and involving residents in their decision making processes, which was devastatingly absent here.”
Kate Henderson, Chief Executive of the National Housing Federation said: “We and our members will continue to do everything in our power to ensure that a tragedy such as the fire at Grenfell Tower never happens again.
“The deaths of 72 innocent people were entirely avoidable, and it is right that those responsible are held to account, and that other buildings with the same dangerous safety defects are made safe as quickly as possible.
“We welcome the Grenfell Tower Public Inquiry’s recommendations and will work with our members to learn the lessons from this report.”
The report represents a significant moment in understanding the causes of the fire and the systemic failures that contributed to the tragic loss of 72 lives, Gavin Smart, chief executive of Chartered Institute of Housing commented.
He said it brings into sharp focus the need for robust regulatory oversight and reform across housing, building safety, and fire prevention measures.
“Everyone should feel safe in their home and confident that their voice will be heard if they raise a concern,” he said. “The final Grenfell Tower Inquiry report serves as a sobering reminder of the need to learn from the tragedy of 2017 to ensure that such an event can never happen again.
"Our focus must be on creating homes where safety is paramount and where resident concerns are treated with the gravitas that they deserve. The report highlights critical lessons for all of us working in housing. CIH is committed to supporting our members and the wider sector to improve organisational culture and deliver high standards of safety, accountability, and professionalism.
"As we reflect on the Inquiry's findings we also think of the 72 lives lost at Grenfell and the very personal loss felt by their families, friends and communities."
Cllr Louise Gittins, Chair of the Local Government Association, said: “Our thoughts today are with those who tragically lost their life at Grenfell Tower, the survivors and the wider community so profoundly affected by this tragedy. It is hard to comprehend the unimaginable loss and trauma so many have experienced following that fateful day – a pain that, unfortunately, will never go away.
“The disaster that unfolded at Grenfell Tower must never be allowed to happen again and the LGA and councils will take time to properly consider this vital report and its recommendations.
“Local government stands ready to work with the Government on improving building safety and ensuring no-one has to live in fear about their safety, be that in the buildings they live in, work in or visit.”
