Child’s bedroom window boarded up for 4 years as Ombudsman shares learning from severe maladministration on windows

13 August 2024

white model house in the middle of red model houses

Following on from the Ombudsman’s open letter to Chief Executives on the issue, the Housing Ombudsman has released its latest learning from severe maladministration report (PDF) looking at how landlords have responded to windows complaints.

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.

The report comes just a month after the open letter, in which the Ombudsman raised concerns about the approaches of landlords to window repairs following more serious findings in cases investigated by the Ombudsman.

The purpose of letter was to highlight the risks of disrepair in windows where works can often end up being delayed because of costs, given the potential hazards and repeated complaints about the physical and mental impact on residents.

Among the learning was to conduct thorough risk assessments based on individual household circumstances and to justify decisions to defer repairs or opt for limited repairs not primarily on cost but in line with legal obligations.

In one case, the Ombudsman found how a landlord left a child’s bedroom window boarded up for 4 years and another case showed how a landlord continually put off repairs for years due to incoming major works, which left a vulnerable child in a cold home. The report includes cases involving disrepair reports for more than a decade as well as safety concerns being raised by residents about the installation of new windows in taller buildings.

This report is part of a series providing lessons to help the sector prepare for Awaab’s Law and we will continue to share insight through our Centre for Learning.

Landlords highlighted in this report:

Accent Housing
Camden Council
Clarion
Guinness Partnership
Haringey Council
Hammersmith and Fulham Council
L&Q
Lambeth Council
Lewisham Council
Metropolitan Thames Valley
Notting Hill Genesis
Stroud Council
Tower Hamlets Council

Learning from severe maladministration report (PDF)

An open letter to Chief Executives on window-related complaints (PDF)

Richard Blakeway, Housing Ombudsman, said: “At the crux of this report are stretched resources.

“Repairing windows can be costly. This can lead to landlords deferring immediate repairs in favour of major works at a later date. But those future works can be volatile and uncertain, leaving residents living with faulty windows for several years. By focusing on the building rather than the individuals living within it, landlords risk overlooking their legal obligations.

“This approach is also normalising delays to key repairs and an increase in complaints about housing conditions. Ultimately, this requires a new and strengthened Decent Homes Standard, and it is welcome the government has committed to one.

“We have compiled learning from some key cases in this report and we will do more on this topic in the coming months. We are also hosting a webinar looking at window complaints, which you can sign up to for free via our Learning Hub.”