Ombudsman reveals cases to prevent future damp issues

The latest report released by the Housing Ombudsman sheds light on severe maladministration cases related to damp and mould complaints against English housing associations. These findings highlight the distress and disruption experienced by residents due to delayed responses from landlords, resulting in significant health and property damage issues.

It is crucial to recognise the vital role that social housing plays in providing safe and secure accommodation to millions of individuals. By learning from these cases of severe maladministration, landlords can better equip themselves to deliver effective services that meet the needs of their tenants.

Residents affected by damp and mould reported a range of challenges, including the loss of use of rooms, damage to belongings, and adverse health effects such as asthma and eczema. The delays in initial inspections, work commencement, and completion highlighted in the report underscore the need for prompt and efficient responses to such issues.

While the focus of the report is on damp and mould complaints, it is essential to note that these cases often involve various other property condition issues as well. The inadequacy of redress offered by landlords in response to prolonged failings further underscores the need for consistent, clear, and proportionate compensation measures.

The report identifies several landlords, including Bromford, Clarion, Croydon Council, and others, who have been named in connection with these severe maladministration cases. In light of the growing prevalence of such issues, the Ombudsman has compiled an annexe in the report specifically addressing damp and mould-related decisions.

Richard Blakeway, the Housing Ombudsman, emphasised the urgent need for landlords to address the root causes of delays and inadequate inspections. By incorporating the lessons from these cases and engaging with opportunities for learning, landlords can enhance their services and provide a better living experience for residents.

Blakeway noted, “Landlords must reevaluate their approach to compensation and complaint handling, ensuring a fair and reasonable resolution that aligns with statutory guidelines. Offering meagre compensation for significant issues such as mould-infested bedrooms is wholly unacceptable and fails to address the real impact on residents.”

The report serves as a call to action for landlords to take proactive steps in improving their response to property condition complaints and prioritising the well-being of their tenants. By learning from past mistakes and embracing a culture of continuous improvement, landlords can create a more positive and supportive living environment for all residents.