Ombudsman demands social housing providers address “complacency” towards dealing with hazards

In its latest ‘Learning from: Severe Maladministration’ report, the Ombudsman warned severe hazards can go unresolved “for months and years”.

The Ombudsman said it had discovered a degree of complacency among landlords when responding to hazards, an attitude that was described as “alarming”, given the relevant statutory framework had been in place for 20 years.

The report warned that in waiting for Awaab’s Law, landlords “should not lose sight of the fact there is already sufficient statute in place which should have prevented the conditions seen in this report.

“Awaab’s Law, for example, would be grounded in the existing statutory obligations to respond to hazards and will not replace them.”

Awaab Ishak died in December 2020 due to prolonged exposure to mould in his home. This led to the introduction of the Social Housing (Regulation) Act 2023, which received royal assent in July 2023.

Landlords highlighted in the Ombudsman’s latest report are:

• Anchor Hanover
• Camden Council
• Clarion
• Curo Group
• Islington Council
• L&Q
• Longhurst Group
• Metropolitan Thames Valley
• North Northamptonshire Council
• Onward Homes
• Peabody
• Platform Housing Group
• Silva Homes
• Southern Housing Group

Richard Blakeway, Housing Ombudsman, said: “Landlords do vital work to provide good homes to millions of people, but these cases also reveal challenges.

“Despite the seriousness of the failings identified in this report, hazards can go unresolved for months and years. In several cases, repairs were unresolved at the point of the Ombudsman’s decision and in one case the landlord mishandled a local authority’s Improvement Notice.

“This shows a degree of complacency when responding to hazards, which is alarming given the statutory framework has been in place for 20 years.”

Blakeway added: “A fundamental flaw in the sector’s approach is a failure to risk assess and triage cases effectively. Several landlords have told us in response to this report that triaging has been introduced. This is welcome but long overdue – and all landlords should consider adopting triaging.

“Landlords may not have an explicit reference to hazards in relevant repair policies and opportunities can be missed to address hazards when re-letting properties.”

“Therefore, right now landlords should be assuring themselves they can deliver robust action on hazards and doing so will make them better prepared for Awaab’s Law.”

The Ombudsman said: ““Our report offers practical lessons for landlords. It raises questions over oversight, monitoring, records and good communication. It challenges why landlords do not connect the dots between a hazard in one property and others in a block. It tests whether landlords have the right approach to temporary moves, which can be deferred because of cost but leaving the resident at risk. It also focuses on trust and access issues.

“Taking action on these lessons will help landlords deliver that basic human right of a warm, safe and decent home.”

The Ombudsman’s full report is available here.

Harry Rodd