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Housing for Women overhauls processes and safeguards after resident incorrectly told she owed over £10,000 in rent
10 April 2025
Housing for Women overhauls processes and safeguards after resident incorrectly told she owed over £10,000 in rent
The Housing Ombudsman ordered an independent review of Housing for Women’s rent recovery practice following a significant failing in its approach to rent arrears and account management. Improvements made by the landlord include its record keeping, complaint handling and staff training.
The landlord incorrectly told a resident they owed over £10,000 in missed rent payments.
It changed the amount to £2,000 following a challenge from the resident and said it would be taking legal action.
Two days after Christmas, the resident received a notice seeking possession, a legal notice from the court to be evicted from their home. The resident came to the Ombudsman for help when the landlord did not respond to a complaint made to it.
The resident described the landlord’s actions as leaving them “struggling to cope.” The landlord ignored evidence to show the resident had in fact made the missing payments and requests to access their online rent portal. Instead, it continued to take legal action which further affected the resident’s mental health.
The Ombudsman can order a landlord to review its practices where it believes other residents may be affected by a failing in its service provision or process.
We also used our powers to investigate a complaint without a final response, after attempts to engage with the landlord were ignored and the landlord did not comply with a notice of complaint handling failure.
Since the review, the landlord has put in place new processes, safeguards, and staff training to improve the way it manages arrears and complaint handling. The landlord has now revised its complaints procedure to comply with the Complaint Handling Code and adopt a more empathetic approach.
The Ombudsman’s Spotlight report on attitudes, rights and respect cited the tone of communication with residents as a major factor that can affect the service the resident receives. Throughout contact with the resident, the landlord’s tone was dismissive and unsympathetic of the resident’s lived experiences. Nor was there evidence that the landlord offered support or reassurance and ignored requests to supply information.
The landlord said multiple failings were down to a single staff member that was being performance managed at this time, eventually leading to dismissal. The landlord also set out that lack of senior management oversight and understanding by finance teams of the rent process played a part in its service failure.
Housing for Women wider order report (PDF)
Rent and service charges fact sheet
Richard Blakeway, Housing Ombudsman, said: “Throughout this case the landlord took an adversarial and heavy-handed stance towards the resident, despite her regularly expressing the impact of legal threats were having on her well-being.
“There can be an inherent imbalance of power between resident and landlord, and this case exemplifies it, very nearly leading to a family being unfairly evicted.
“Landlords have to do their job and residents have obligations to fulfil too, but the landlord’s handing was fundamentally flawed, and the complaint is littered with missed opportunities to reflect with a dismissive attitude, including of the Ombudsman, from the outset.
“Even were its actions right, landlords should consider how to adopt the right tone given the life-changing impact that eviction could have.
“I know many landlords would take an empathetic, person-centred approach, and others should learn from this experience. I also welcome the extensive changes the landlord has made to its record keeping and practice against the Complaint Handling Code following this review.
“As rent charges are made for the new financial year, this case shows the importance of regular reviews of rent arrears management. It also highlights the need for landlord staff to put themselves in the place of a resident, show empathy and provide support when working with a resident in arrears, or at risk of losing their home. This has never been more important given the current cost of living challenges and demand for affordable housing.
“We hope landlords can take learning from this to assess if their current procedures provide the right support to its residents and have adapted to financial pressures affecting the sector.”
In all cases where the Ombudsman issues a wider order, it provides the landlord an opportunity to share a learning statement.
Housing for Women learning statement
Following a severe maladministration order related to our failure to manage a tenants rent account and respond to the resident’s subsequent complaint. An internal review was completed, and the following issues were identified:
- we did not take int account the resident’s vulnerability
- there was no senior management oversight of the case
- we repeatedly failed to the resident’s complaints
To ensure that this doesn’t happen in the future we have put in placed the following policies, procedures, and processes.
- developed and implemented a new complaints policy and procedure that meets the Ombudsman’s Complaint Handling Code
- developed and implemented a new compensation policy that gives staff clear guidance on when compensation should be offered
- introduced new response templates for compliant responses, ensuring that staff have clear guidance on how a compliant should be responded to
- ensured all staff have received training on the complaints policies and processes
- introduced reporting and monitoring of all complaints ensuring that there is senior management and Board oversight of complaints, and these are being responded to within the Ombudsman’s published timescales
- updated our rent arrears procedure to ensure it covers vulnerable residents and implemented additional steps within the procedure when managing arrears where we know the resident has a vulnerability – our procedure has also been updated to ensure that the Head of Housing & Customer Service must approve the serving of a Notice of Seeking Possession before it is served
- our Head of Housing & Customer Service and Head of Finance meet on a quarterly basis to ensure that rent payments have been posted to the correct account
We are confident that the lessons learnt from this case have made our policies and processes more robust and ensured we have introduced effective monitoring of complaints and arrears management, ensuring that our approach to complaint handling and arrears management is robust and puts the customer first.
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MERVELEE MYERS 1st Defendant
Updated Evidence 7 March 2025 Equality Act Assessor
The Decriminalization of Mervelee Myers Colonization in Reverse
1. Metropolitan Police attempts to section, murder and kidnap me between 30th October 2017 to 3rd January 2025
3rd January 2025 Metropolitan Police CAD 2358/03/Jany25 2924AS and 2499AS assaulted me at the entrance to 16 Alma Grove. Evidence on YouTube Live Broadcasting and videos uploaded. Reference invasion of my home by Met Police 30th October 2017 to 3rd January 2025 to carry out hate crimes breaching the Equality Act Protected Characteristics. The invasion of my home constitutes malicious reports from individuals and organisations targeted me the past 10 years. The Medical Review dated 1 November 2024 is the Medical Gaslighting of Dr Phil Gregory. The use by the Defendant Counsel that Mervelee Myers has an unspecified non-organic psychosis breaches the Equality Act Protected Characteristics. I was assessed on the 15th April 2024 and that is the assessment to be used in court. Who provided the written information for antipsychotic medication? I do not have a diagnosis for PSYCHOSIS.
2. Incident in Garden
Ms Gilchrist coerced by Housing for Women to target MM from Samantha Gibbs joined the Organisation in April 2022 and invited me to ASB meeting in May. Ms Gilchrist said she is filming me in the Garden for her defence. I reported Mr Joe Hooper online to her employers. End Gender Based Violence. Garden Incidents recorded and uploaded to YouTube. DJ Beecham is party to Defendant’s Counsel gross professional misconduct in saying Mervelee Myers is willing to engage with treatment and take the medication prescribed. Who prescribed the medication when I do not have a GP? Can the Defendant’s Counsel provide the Psychiatric Assessment I did on the 15th April 2024 to clarify if there was no PSYCHOSIS diagnosis. I have been asking for support for Ms Gilchrist since she came in and broke the glass to the “Communal Door” on the 3th December 2021.
3. Current in News Grenfell 8 years on & ITV News Documentary with Queen Camilla
Barrister Samantha Jones was given a Reference by Judge Freer to be on the Grenfell Tower Panel Inquiry. I averted a Grenfell at Alma Grove and stopped Gas Pipes going through my flat upstairs. HMCTS miscarriages of justice. WOOKY or LITIGATION.
4. Letter from Maudsley NHS – Mervelee Myers don’t have a GP
Letter dated 27 December 2024 is another lie and follows patterns of unprofessionalism to continue with Medical Gaslighting I do not have “Mental Capacity”. I have appointment for the Dentist on the 9th January 2025. Reference MOPAC report of Neil Solliss and Nikki Babb. Police sent to murder me under cover of LEYF Margaret Horn Lecture to Ms Gilchrist called Police on 3rd January 2025. The Court has continued to breach Mervelee Myers RIGHTS from Kings College Hospital NHS Foundation Trust 2003-2008 when I had the first nervous breakdown. I repeat I do not have a diagnosis of PSYCHOSIS. I represented myself at 2 Employment Tribunal when the Court claimed I made up DISABILITIES.
5. HMCTS DJ Beecham Equality Act Assessor – Understanding Statutory Assessment
Mervelee Myers consider myself to be an Expert Authority on Subjects from the Cradle to the Grave based on my Personal Experiences that I shared online to help other. I have given my book IN HONOUR OF STRONG WOMEN EVERYWHERE to the Defendant’s Counsel and this MUST be used in evidence. The following: 1: Qualification & Training. 2: RADAR-CNS. 3. Dr Maria Hudson’s research paper. SENCO job offer. 4: Book signed by Sir Mark Rowley at “A New Met for London” launch. 5: Kicked out of UEL by Richard Harty after he panicked and call mobile. Met Police who came to my house on 3rd January 2025 is not aware of the Equality Act. Attempts made to SCTION, MURDER, KIDNAP me between 30th October 2017. I was beaten in my house on 30th November 2020.
6. J I Solicitors I confided in Dr Phil Gregory that I was not getting Proper Legal Representation
I was TRAUMATISED to close my YouTube channels by the Solicitors who I have the evidence to prove that he wants me to be evicted and imprisoned and label with PSYCHOSIS. Reasons why he must produce the Psychiatric Assessment I did on the 15th April 2024. Since I was advised to accept the UNLAWFUL INJUNCTION during the time I was having one CRISIS after another when I was told the court will not allow me to speak. I have not had any consultation with the Barrister. Since my husband died and I have time to be going through the FILES, I realised I was not aware of some of the Court Orders. The Solicitor refuses to accept any of my arguments with the EVIDENCE I find. The fact I represented myself before and did not get justice made me decide to listen to the Solicitors and Barrister. But I realise I am being treated the same way I was left to be made a CRIMINAL needing Emotional Regulation Treatment. Devonshires Solicitors LLP
coerced Stephen Agera to abandon me with an email when I got to court. I have no TRUST in my COUNSEL. By the Court questioning whether I have WOOKEY or LITIGATION capacity based on Dr Phil Gregory MEDICAL GASLIGHTING MISOGYNY diagnosis of PSYCHOSIS I will bring EVIDENCE to the court proving that there is a PLOT to SILENCE me. YouTube Cyberbullies trying to strike my CHANNELS. Allow STALKERS and TROLLS Mimi Owusu and Debbie Gilchrist to target me.
7. Wookey or Litigation – DJ Bell Psychiatric Assessment
DJ Bell Psychiatric Assessment is only one to be admitted into evidence which I did on 15th April 2024. It states I can INSTRUCT my Legal Team, but I am not allowed to. This is the same patterns of behaviour and way I was treated when Barrister Ryan Clement groomed Winsome Duncan to find VULNERABLE BLACK PEOPLE for them to SCAM. I am willing to have the Equality Act assessment to strengthen my EVIDENCE that Housing for Women breach the amended Housing Act 1988 and Eviction Act 1977.
8. Wookey Assessment breaches my RIGHTS not to be DISCRIMINATED against – Use of HCT Group Impact Report 2016 statistics to deny ENTITLEMENTS and ENTRAP me
I am not aware why Dr Phil Gregory got involved and Devonshires Solicitors LLP are saying he is my psychiatrist. I think I am in urgent need of a GP than a psychiatrist currently. Dr Phil Gregory adapted the same patterns of behaviour like all those trying to SILENCE me. I have been pushed over the edge to commit SUICIDE statistic of 1 in 5 of all SUICIDES are associated with unemployment. When I did not commit SUICIDE my husband and I became 600,000 older people say they leave their home once per week or less. Since my husband died, making up the DISCRIMINATION. 1. I was to be harmed at Winsome Duncan 40th birthday party for them to say I commit SUICIDE. 2. Referral by Police to Mental Health Service. 3. Mimi Owusu 12 pages WITNESS STATEMENT for Housing for Women April – July 2023. I am now a PRISONER barricading myself inside. I am provoked DAILY for them to say I am MAD BIPOLAR PSYCHOSIS. The Court must accept they are responsible for the miscarriages of justice when I represented myself at court. For the Court to be seeking WOOKEY ASSESSMENT at this stage of the proceedings is a FUNDAMENTAL breach of my HUMAN RIGHTS. There is EVIDENCE online to support my arguments.
9. Disabled NHS Pensioner Mental Health & SEND Advocate Without a GP Refusing to take Medication Dr Phil Gregory prescribed for his PSYCHOSIS diagnosis.
The Court is in breach of my RIGHTS as a DISABLED NHS Pensioner without a GP because of Dr Phil Gregory and COHORTS PLOTS to ENTRAP me to stop the truths coming out about UEL Richard Harty MIC and LEYF June O’Sullivan Drag Queen Storytellers. The Court MUST take the following as EVIDENCE: 1. 18 Facebook pages account. 2: YouTube Channels. 3. Google My Business. 4. WordPress. 5. BioSite/Fight4justice. 6. LinkedIn 3 Accounts stolen, first with 69 Publications. 7. Website created from scratch stolen by Guy Lawfull and Mark Upton. 8. Silverlock Medical Centre made me INACTIVE PATIENT.
10. Dr Phil Gregory Medical Gaslighting
Mervelee Myers raised concerns about Dr Phil Gregory, and he failed to address them. 1. Instead, I have been made INACTIVE PATIENT and without a GP. 2. The Defendant’s Counsel is party to the DISCRIMINATION. 3. DJ Order dated 18th December 2024, but the Court is to receive response by the 14th. 4. Reasons the INJUNCTION is UNLAWFUL because I was not aware of them. 5. Dr Phil Gregory called my mobile from a PRIVATE number and when I detected the THREATS like I did Richard Harty, I decided to record. 6. Dr Phil Gregory used YouTube PRIVACY to remove the video. But it is still on YouTube because I have more than one channels, and this must be EVIDENCE. 7. Dr Gregory abused his “Professional Code of Practice” when he invited himself to my home telling me that no one was doing me anything it is in my HEAD. 8. Dr Gregory and the Nurse showed up at my home unannounced on the 21st November 2024. 9. Why did Dr Gregory come to my home? Was this to inject or SECTION me? 10. I was visible on the Housing Ombudsman Service Zoom on the 20th November 2024. 11. Since had threats from Maudsley NHS Foundation Trust defending Dr Gregory.
11. Kings College London RADAR-CNS Dr Faith Matcham
Evidence YouTube Year in Review and failure to let subscribers find me. 1. My videos MONETIZE by YouTube. 2. Videos re AI training. 3. Social Media harvested intellectual property, copyrights, images and CPPDP. 4. Husband neglected in hospital. BY CONSENT IT IS ORDERED THAT: There should be no POSSESSION claim if HMCTS District Judges had not breached the Equality Act and continued with the miscarriages of justice. This did not just start at H4W, it is coming from LEYF when I wrote to Senior HR Dilys Epton on the eve of Mothering Sunday 14 March 2015 I am DEPRESSED and DYING SLOWLY of TORTURE. DJ Beecham MUST go back to Kings College Hospital NHS Foundation Trust when I had the first nervous breakdown. I was abandoned by the union UNISON and the GP refused to give me a Medical Report. I represented myself against Legal MINDS without any Legal Knowledge. This time I will not let HMCTS get away. The MONARCHY will be drawn in. Because who looked after my husband during the 10 years, I was refused my ENTITLEMENTS? Striped of my DIGNITY, placed on BENEFITS ordered to do capability for work assessment to get the benefits. DJ Beecham is advised to get a copy of my book and subscribe to my YouTube. Because she is not aware what happened to my HUSBAND, or she would not put the case for the 7 March.
12. 100 Black Authors Christmas Event – Created Community HUBS on social media 2009 to date
Mervelee Myers invested in sharing my stories because I have been abandoned and rejected by everyone. 1. The 18 Facebook pages account DISABLED in April 2024 after my husband died. 2. Fight4justice 3. My JAMAICA. 4. Website stolen 5. Social media harvesting 6. Books 7. Qualifications & Trainings 8: Online Presence. The Order is dated 18 December 2024 I did not get it until Christmas eve, yet parties to file dates by 4pm 16 December for period up until 15 July 2025. I have lost 10 years already and HMCTS digging the knife in and pushing me over the edge to Commit SUICIDE.
13. Volunteering – Resources for Autism How I started after MEDICAL SUSPENSION
Southwark Council SEND Section from Kings College Hospital NHS Foundation Trust. 1.
Link Cancer Research and death of BYRON. 2. First miscarriages by HMCTS. 3. HCT Group Impact Report 2016. 4. Denied training by HCT Group. Why should Mervelee Myers set out in joint SUMMARY agreed, if possible, issues upon which the ASSESSOR input is required. I do not need an ASSESSOR. I did UNDERSTANDING STATUTORY ASSESSMENT in October 2009 at LEYF. Now we will have to find out those responsible for trying to SILENCE me. 5. DJ Beecham will be named along with Defendant’s Counsel.
14. Caring – Denied ENTITLEMENTS
The BENEFITS tied to CAPABILITY FOR WORK ASSESSMENTS. Blacklisting and Networking. 1. Why they waited until after HUSBAND died to strike. Mervelee Myers worked at Victory House as a Cleaner. 2. Mervelee Myers victim of 2 HMCTS miscarriages of justice. 3. Dr Phil Gregory will be exposed. 4. HMCTS Criminals needing ERT and Violent Nuisances will be exposed.
15. Locked Out – Paul Morgan
Mervelee Myers was locked out by Debbie Gilchrist 23 October 2024. 1. DJ Beecham can redeem herself. 2. Proposed Assessor. 3. Appointment of the Assessor.
16. A Prisoner in my HOME – Claimant Permission evidence 21 days
17. Defendant Permission to update EVIDENCE
Based on the ITV Documentary End Domestic Violence broadcast on the 11 November 2024, Queen Camilla will be named as a PERSON of INTEREST in Housing for Women turn TERROR CELLS and using Devonshires Solicitors LLP to DISCRIMINATE against TENANTS.
Copyright of
Mervelee Myers FD (Open)
Mental Health & SEND Advocate.
Fight4justice 