Man says his life has been ‘destroyed’ after council close housing complaint despite ombudsman ruling

A man has said his life has been “destroyed” after the council closed his housing complaint despite failing to complete orders made by the Housing Ombudsman four months ago.

Mark Morris, 55, from the Oaklands Estate in Clapham, which is run by Lambeth council, has been living with constant noise and antisocial behaviour from a neighbour for five years.

He said: “If you can imagine a rugby player throwing themselves on the floor in different rooms – and it goes on all day and all night and there’s screaming.

“Sometimes I have to leave my house – it feels like I’m living in an asylum.”

Mr Morris first reported a noise complaint in April 2018, after the neighbours moved.

Mr Morris continuously reiterated his complaint to the council for four years explaining that the issues were severely impacting his mental health. 

He said: “It’s destroyed my life. I have depression, high anxiety, and sleep disorders. I’m on medication and in therapy. I’m not the person I was before.”

In March 2022, the council asked the neighbour to install suitable floor coverings to the property to reduce noise.

Upon Mr Morris’ requests the council organised to fit noise equipment in his property. When housing officers arrived at the property, Mr Morris turned them away saying he needed more notice because of his anxiety.

Mr Morris said throughout this time he had stones, rubbish and paint thrown at his window and someone had drawn on his door.

Following a complaint made by Mr Morris this year, an investigation by the Housing Ombudsman found there was “severe maladministration” by Lambeth council in handling his complaints. 

The conclusion, made on June 15, was based on the council’s “failure” to communicate with Mr Morris effectively and “delay” in finding a solution to the problem.

The Ombudsman ordered the council to pay Mr Morris £900 in compensation for “distress” caused, install the noise equipment and solve his complaints.

Mr Morris said: “I’m not looking for compensation. I want my life back – it’s more than what money can buy – I want to do the things I used to do like go out and see my friends.”

Mr Morris said since this decision was made the council came to install the equipment but it broke down.

He said: “I asked for it to be reinstalled by a different housing officer – this particular officer makes me very anxious.

“The same officer turned up so I refused to let them in.”

Now, the council has closed the case, leaving Mr Morris “having to deal with the onslaught of extreme noise”.

He said: “I’ve lived in my flat for 30 years and this is the first time I ever made a complaint and I get treated like trash.

“If it’s happening to me it’s probably happening to other tenants as well. I’m now seeking legal advice .

“I feel like I have been persecuted for some reason – it’s like a game to see how much they can make people suffer. I have cried, I don’t know what to do.”

A spokesman for Lambeth council said: “It is clear that our service in this case fell below its normal standards. We accept that we failed to communicate effectively with Mr Morris, that we dealt poorly with his complaints of noise nuisance and antisocial behaviour, and failed to handle his complaints properly. We have apologised for these failings and for the distress and inconvenience caused to Mr Morris as a result.

“Lambeth staff reinstalled noise equipment at the property in July, in line with the Ombudsman’s recommendations, and we have also offered to help mediate with his neighbour.

“We have since worked hard to tackle the issues raised, with Mr Morris. However, we have been unable to gain the cooperation required to resolve the complaint – for example, in gaining permission for council staff to enter the property to set up the sound recording equipment. We have therefore been forced to close this case.”

Pictured top: The Oaklands Estate in Clapham (Picture: Mark Morris)