Ombudsman challenges stigmatising temporary accommodation processes, as resident unable to live in home for 3 years in latest learning from severe maladministration report

18 September 2024

The Housing Ombudsman has released its latest severe maladministration report, sharing learning from cases involving temporary moves, known as ‘decants’ by the social housing sector.

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.

This report comes ahead of the introduction of Awaab’s Law, which has specific requirements for landlords on temporary moves where there are risks to the health and safety of residents.

There are important learning points throughout this report to help landlords prepare for this new legislation, including how process improvements could reduce stress and anxiety for residents, treatment of subsistence costs such as food and travel, assessing the suitability of alternative accommodation and empathetic communication.

Included in this report are cases involving a pregnant resident moved several times before not being able to return home due to the birth of her baby. The Ombudsman has also highlighted a case where a resident ended up in temporary accommodation for 3 years – despite originally being given very little information about the initial move itself.

Other cases include a resident requests to be moved because of poor living conditions not being actioned until a ceiling collapsed and other residents being locked out of hotel rooms because the landlord did not pay the invoices.

The Ombudsman will continue to share insight about this, and other topics, through its Centre for Learning.

Landlords highlighted in this report include:

Kensington and Chelsea Council
Lambeth Council
Moat Homes
Notting Hill Genesis
Orbit Group
Peabody
Southwark Council
Wandle

Learning from severe maladministration report (PDF)

Richard Blakeway, Housing Ombudsman, said: “This report focuses on landlord’s handling of temporary accommodation during works on a resident’s property.

“In the sector, this is termed ‘decants’ – which in itself is crude, dehumanising and stigmatising language for what can be a difficult and emotional process for any person.

“Throughout this report, the human cost of temporary moves is laid bare. There are cases where residents have spent months or years in temporary accommodation, sometimes bumped between different hotels, with experiences of financial hardship and difficulties coping with medical conditions. In some instances, children are not appropriately safeguarded.

“You can see every case the different ways the resident was simply not heard. It is a sombre read.

“Providing temporary housing is something almost every landlord will need to do at some stage. Every week there will be successful temporary moves. Given the costs that can be involved in this process, it is important to get it right.

“Landlords should use this report to improve services for residents who may be required to move due to works or other circumstance. With the incoming legislation from Awaab’s Law, this learning is even more strategically important for senior leaders to grasp.”