All Case Studies

CCTV Request (October 2022)

Mr S was dissatisfied with our handling of his complaint and his request for CCTV footage following damage to his vehicle. Mr S subsequently contacted the Housing Ombudsman Service (HOS).


Mr S contacted us to advise that he had returned from work on 16 January 2020 to find his car had been damaged. Mr S requested CCTV footage of the incident and was informed we could not disclose this to him, but we would be able to pass to the Police and his insurers as and when they contacted us. Mr S raised a complaint with us in relation to how his case had been handled and advised that his insurance company had been in contact with us to obtain the CCTV footage on 17 January 2021 however the footage had not been provided. We did not download the CCTV footage of the incident and 30 days lapsed, meaning the CCTV footage was then no longer available.


The Housing Ombudsman Service agreed with Mr S that there was a service failure and maladministration in the way we handled the resident’s complaint and his subsequent request for compensation. The HOS ordered compensation to be paid for the failings.


When CCTV requests are made in relation to damage to personal property, we will ensure that they are dealt with in a timely manner and that requests are passed to the correct team. Any CCTV requests that may be needed for insurance companies or the Police will be downloaded by us, ready for collection.

Recommendation from the HOS

  • It is recommended that Poplar HARCA reviews its staff training requirements to ensure that queries regarding CCTV are dealt with promptly and accurately.
  • It is recommended that Poplar HARCA reviews its staff training requirements regarding complaints handling to ensure that complaints are being escalated where necessary.
  • It is recommended that Poplar HARCA carries out a formal review of its record keeping practices to ensure that it keeps records of correspondence with the resident and is able to provide such information to this Service upon request.