Improve decant policy, urges English social landlord.

An independent review into repairs and decants ordered by the Housing Ombudsman has provided 31 recommendations for Peabody to improve services.

The review, known as a wider order, was initiated using new powers that mandate landlords to enhance their policies or practices to prevent future service failures. These powers are part of a series of interventions the Ombudsman employs to address consistent service shortcomings. The order also aims to assist residents who may have experienced similar failings without lodging a complaint.

Such reviews are utilised when the Ombudsman seeks substantial improvements alongside the potential use of other powers, such as special investigations.

The review was prompted by an investigation into a complaint from a resident whose family resided in hotel rooms for eighteen months. It was unclear whether the resident’s home met the landlord’s voids standard before being let out, and the resident’s vulnerabilities were not entirely acknowledged, resulting in significant distress and disruption. Inadequate post-work inspections led to the resident encountering outstanding issues upon returning to the property.

The independent review highlighted 180 other residents who were relocated due to damp and mould since February 2021, with six of them enduring more than 300 days of relocation.

Faults were identified in the landlord’s decant policy, underscoring deficiencies in empathy and effective communication. The review proposed a reassessment of the accommodation provided to displaced tenants.

Furthermore, the review pinpointed shortcomings in repair planning, work quality, team coordination, and surveying competence. While acknowledging some staff members’ resident-focused attitudes, it also noted that others were less accommodating. The involvement of multiple contractors and the resident in managing contractors and work scopes led to delays and confusion.

Among the 31 recommendations put forth were suggestions for the landlord to:

• Conduct a formal assessment of any mental health or other issues at the beginning of a tenancy
• Expand the Vulnerable Persons Policy, incorporating learnings from past cases
• Review repairs surveying competence and frameworks
• Establish a policy for sharing survey reports with tenants
• Enhance communication plans with residents during and after repair works

Richard Blakeway, Housing Ombudsman, stated, “These explorative reviews uncover fundamental changes needed to enhance residents’ lives in the future. We will continue working with the landlord to implement the recommendations and prevent future complaints.”

Ian McDermott, chief executive of Peabody, acknowledged past shortcomings and outlined ongoing efforts to enhance repairs services and communication protocols to maintain high standards and improve resident experiences.

McDermott added, “Both the ombudsman and independent report have highlighted areas for improvement, which are now central to our plans for change. We remain committed to progress and sustaining high standards for our residents.”