Housing Ombudsman criticises "callous and uncaring" systems that undermine landlord handling of disabilities and mental health
The Housing Ombudsman has uncovered what it calls “callous and uncaring systems and processes” in its latest Learning from severe maladministration report, which looked at adaptations and landlords’ responses to mental and physical health needs.
The damning report is based on 35 investigations where residents had asked for an adaptation, such as service changes because of vulnerabilities, to the home.
The report examines how landlords have managed adaptations, including liaising with Occupational Health, communication with residents and making reasonable adjustments under the Equality Act.
In one case highlighted by the Ombudsman, a resident was confined to one room for eight years because of trouble accessing other rooms in their wheelchair.
In another a landlord failed to install adaptations 27 months after it was told there was urgent need for them because a child was going through chemotherapy.
The report suggests that one cause of the failures is a lack of resources, compounded by “homes designed in a different era that can be less practicable and more expensive to adapt.”
However, the report also says that some homes were let when the landlord was aware they would not meet the resident’s needs. Adaptions were also cancelled because the landlord instead opted to move the resident, only for no such move to materialise.
There is criticism as well of failures to communicate with residents effectively.
Landlords highlighted in this report are:
- Bristol City Council
- Clarion
- Kingston upon Thames Council
- Lambeth Council
- Longhurst Group
- L&Q
- Rooftop Housing Group
- Somerset Council
- Southern Housing
- Southwark Council
- Sovereign Network Group
- VIVID
Richard Blakeway, Housing Ombudsman, said: “For decades landlords have helped millions of people who may otherwise have experienced poorer housing conditions.
“But this achievement should not obscure the significant failings identified in this report and the searching questions it presents to landlords about handling requests from residents with disabilities, adaptations and mental health needs.”
He added: “Callous and uncaring systems and processes are repeatedly exposed through these investigations.
“Time and again, these cases reveal communication that is unreliable, inconsistent and unsophisticated for the complexity of the circumstances. Some cases may indicate cultural issues, with communication adopting a tone and approach that is both dismissive and disrespectful of residents. This is another aspect of the stigma that can exist towards social tenants.
“This extends not only to some of the cases summarised in this report but also those we have provided links to as further reading: including poor communication with a terminally ill resident who was caring for her disabled children and a disabled resident sleeping on their sofa for 18 months.”
Harry Rodd
