Ombudsman sets out common failings of landlords when it comes to inspections following damp and mould complaints
The Housing Ombudsman has analysed four common failings of social landlords in a report on inspections and knowledge management within damp and mould complaints.
The four failings, set out in the Ombudsman’s latest ‘Learning from severe maladministration’ report, are:
- Failing to do an inspection, or the inspection being limited or incomplete.
- Multiple or conflicting inspections, without the outcomes being reconciled.
- Disconnects between the inspector’s recommendations and the landlord’s proposed works.
- Poorly communicated inspection results, where residents often chase for any information, even if it is vague.
The Ombudsman said these failings could be compounded by poor knowledge and information management.
Publication of the report comes shortly after the Government confirmed that it will implement Awaab’s Law in October 2025 for damp and mould and from 2026 for further hazards.
Among the cases highlighted by the Ombudsman was one where a baby was prescribed with an inhaler after a landlord failed to carry out an inspection to deal with the damp and mould in the home.
In another a landlord “failed to marry up inspections and a schedule of works for 10 years, causing huge hardship to the family”.
A third complaint mentioned in the report involved children having to sleep on the floor for two years after a bedroom became unusable.
Landlords mentioned in this report are:
- A2Dominion Group
- Bristol City Council
- Cornwall Council
- Croydon Council
- Ealing Council
- Freebridge Community Housing
- Greenwich Council
- Hyde Group
- Lambeth Council
- L&Q
- Metropolitan Thames Valley
- Newlon Housing Trust
- RHP
- Together Housing Group
- Westminster City Council
- Windrush Alliance UK Community Interest Company
Richard Blakeway, Housing Ombudsman, said: “We now know that Awaab’s Law will apply to social landlords responding to damp and mould from October 2025. The sector has seven months left to mobilise, and we know many landlords are doing so.
“Central to an effective response is the landlord’s diagnosis of what is causing damp and mould. This can be complex and can require expertise.”
He added: “Residents expectations will be raised following a survey in their home. But repeatedly our cases show communication vacuums lasting for months as the resident – and sometimes our investigation – tries to establish what is happening.
“With Awaab’s Law, these silences will need to stop, with communication with residents being open, specific and accurate.”
The Ombudsman added that poor communication could also be the result of poor records.
“Once more, weaknesses in knowledge and information management are shown to hamper the landlord’s response to residents, including knowing the status of repairs. While there has been some progress on records management, these cases are a reminder for senior leaders to continue focusing on this issue,” he said.
The Ombudsman’s full report, ‘Learning from severe maladministration – February 2025’, is available here.
