Welsh Ombudsman uncovers systemic failures and years of disrepair at housing association

The Ombudsman found that Trivallis did not always respond appropriately to reports of damp and mould, and reports were often delayed and not handled according to policy.

For one case - that of ‘Mr B’ - unresolved repairs over nearly seven years led to damp and mould in his home. Delays in fixing a broken boiler also meant he could not heat his home while the repair was awaited, despite him highlighting his specific vulnerabilities.

The boiler repair was only carried out after his wife complained.

For another - Mrs C - surveys found moisture in the same area of her home that led to damp and mould, although the Association has not yet confirmed the cause.

The Ombudsman suggested that these failings may be systemic, having seen multiple opportunities to address repair issues missed, particularly for vulnerable tenants and their families, highlighting shortcomings from which other organisations can learn.

Commenting on the report, Public Services Ombudsman for Wales, Michelle Morris, said:

“These cases show the serious distress caused when essential repairs are not carried out. Mr B lived for years with outstanding repairs and was without proper heating for a period while a broken boiler awaited repair.

This falls short of the Welsh Housing Quality Standard and the Renting Homes (Wales) Act 2016. Residents should not have to make repeated complaints to have urgent issues addressed – this is a clear injustice.”

Trivallis has fully accepted the findings and offered “heartfelt apologies” to the tenant affected by damp and mould and unresolved repairs.

“We deeply regret the distress caused and have taken full responsibility, including personal visits from our Chief Executive.

While the damp and mould problems were complex, we recognise clear failings in our response and have since made major improvements, from faster reporting and specialist training for staff, to a dedicated damp and mould team and stronger oversight.”

Chief Executive Duncan Forbes concluded: “We deeply regret the failings in these cases and have taken full responsibility. We’ve made real progress, but we know there’s more to do. Our commitment is to listen, learn, and keep improving, so every tenant receives the service they deserve.”

Harry Rodd