Ombudsman highlights lessons from 27 landlords as it releases severe maladministration report on leaks
9 July 2024
Ombudsman highlights lessons from 27 landlords as it releases severe maladministration report on leaks
The Housing Ombudsman has produced its latest ‘learning from severe maladministration’ report, looking at landlords’ responses to leaks.
With the important role that social housing has to play in giving safe and secure housing to millions, the learning in these reports will help landlords provide effective services that protect this aspiration.
Landlord’s responses to leaks, and the resulting damp and mould is a significant driver of complaints to the Ombudsman.
Leaks can be complex to deal with and this is reflected in the casework highlighted in this report.
In one case, we found a resident decanted for nearly 2 years whilst the landlord failed to deal with a leak and in other cases, we found residents chasing landlords repeatedly with little to no action being taken. This resulted in ceilings collapsing or extensive damage to personal belongings and furniture.
The themes in this report are clear, including poor diagnosis, excessive delays and a failure to consider vulnerabilities. The sector should be handling leaks more effectively under obligations in the Landlord and Tenant Act and the introduction of Awaab’s Law will require proactive and timely resolution.
This report is part of a series providing lessons to help the sector prepare for Awaab’s Law, in whatever form it takes. The law will become a key part of our decision-making framework and we will continue to share insight through our Centre for Learning.
Learning from severe maladministration report – June 2024 (PDF)
Landlords highlighted in this report:
- Arhag Housing Association
- Birmingham City Council
- Clarion
- Ealing Council
- Gentoo Group
- Hackney Council
- Haringey Council
- Homes Plus Group
- Irwell Valley Housing Association
- Islington Council
- Lambeth Council
- L&Q
- Metropolitan Thames Valley
- Milton Keynes Council
- Newham Council
- One Housing Group
- PA Housing
- Peabody
- Platform Housing Group
- Redbridge Council
- Royal Borough of Kensington and Chelsea
- Sanctuary
- Shepherds Bush Housing Group
- Southern Housing
- Tower Hamlets Council
- Wandle
- Welwyn Hatfield Council
Landlords can find more resources to help them respond to leaks on the Ombudsman’s Centre for Learning pages, with resources such as case studies, podcasts and more, as well as CPD-accredited e-learning modules and workshops.
Richard Blakeway, Housing Ombudsman, said: “Leaks can be complex and challenging. These cases show how leaks can also cause acute distress and disruption to families and the sector needs to be more consistent and robust in response.
“There are common strands of learning from these cases and various moments when the landlord could have taken decisive action to make things right for the resident and restore trust in its ability to resolve these issues.
“Too often the basics are not being done right in these cases and that compounds what is already a complex area to deal with. Landlords must identify these key touchpoints during the lifetime of these cases, and act appropriately to mitigate the impact on families and households.
“These cases also reveal in stark terms that some landlords are not ready for Awaab’s Law and how widely variable landlord policy and practice can be, which is neither desirable nor sustainable.”