The latest report from the Housing Ombudsman, which presides over social landlords, has named 27 local authorities and social housing providers accused of maladministration. 

Landlord’s responses to leaks, and the resulting damp and mould is a significant driver of complaints to the Ombudsman.  

In one case, the Housing Ombudsman found a resident moved out of their home for nearly two years whilst the landlord failed to deal with a leak and in other cases, it was discovered that residents chased up landlords repeatedly with little to no action being taken. This resulted in ceilings collapsing or extensive damage to personal belongings and furniture. 

A statement from the HO says: “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.”

Richard Blakeway, the Housing Ombudsman, comments: “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.” 

The social landlords highlighted in the report are: 

– 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 Council;

– Sanctuary;

 – Shepherds Bush Housing Group; 

– Southern Housing; 

– Tower Hamlets Council; 

– Wandle; 

– Welwyn Hatfield Council.