London Borough of Tower Hamlets (04C14687)

Antisocial behaviour                   Maladministration causing injustice

30 September 2005

Mrs Turner (not her real name for legal reasons) complained that the Council failed to investigate properly and take appropriate action about her allegations of harassment and noise nuisance from a neighbour.

The Ombudsman found that there was a lack of proper co-ordination between different council departments and externally with other agencies over a period of time, and that was maladministration. Specifically, the Council served a noise abatement notice in February 2004 and witnessed breaches of the notice during the following two months. The Chief Executive then wrote to Mrs Turner reassuring her that the matter would be taken to court within the next month. However, no such action was taken and a final warning letter was issued to the perpetrator instead. The failure to inform Mrs Turner, for whom this outcome was both confusing and frustrating, was maladministration.

However, the Council accepted the Ombudsman’s findings and began the task of redesigning its processes relating to the handling of antisocial behaviour, reviewing responsibilities, internal relationships and protocols between the Council’s directorates, and setting up a vulnerability panel with cross-directorate representation to address such cases effectively in future.

In addition, the Council agreed to:

• provide Mrs Turner with urgent priority for rehousing;
• pay her compensation of £3,500; and
• apologise unreservedly to her for the distress she has been caused.
   

Date Updated: 13/08/09