Public Services Ombudsman for Wales consults on whether to undertake investigation into responses of social landlords to reports of disrepair

The investigation would have a focus on damp and mould, taking into consideration the needs of vulnerable tenants.

The Ombudsman said if needed, any investigation or investigations would identify what social housing providers could do better to ensure that they respond to concerns of vulnerable tenants (including disabled people, older people, young people and children, people on a low income, people from diverse ethnic backgrounds) appropriately and in a timely manner.

The investigation would also share any good practice identified to drive improvement across public services in Wales.

Michelle Morris, the Public Services Ombudsman for Wales, said: “Poor housing has a serious impact on people’s physical and mental health, yet too many tenants continue to live with disrepair, damp, and mould, causing daily anxiety which affects their wellbeing. In recent years, we have seen a rise in complaints about social housing, with just over 19% of new complaints in 2024-2025 relating to these issues.

“In response, we published our thematic report, Living in Disrepair, in November last year. The report highlighted key themes and learning from our casework, including examples where vulnerable tenants waited longer than necessary for repair or maintenance work. It also emphasised that the impact of poor housing conditions is even greater for elderly or disabled residents.”

Morris added that more recently, the service had received further complaints of this nature.

"During 2024 -2025, we intervened early in 79 cases relating to disrepair or damp and mould. In the past two months, we have issued four Public Interest reports against Cardiff Council, Flintshire County Council, and Trivallis about these issues," she said.

“This leads us to suspect that similar issues may affect tenants across other social housing providers, and reinforces the need for action to ensure tenants’ concerns are addressed promptly and effectively.”

The consultation will close on 8 December at mid-day. More details can be found here.

The PSOW can launch an investigation into a matter even without receiving a complaint, known as ‘own initiative’ investigations. It can do this if it decides that something may have gone wrong with public services; the issue could have negative impact on a wide group of citizens (particularly if they may be vulnerable or disadvantaged); and it would be in the public interest to investigate.