The Housing Ombudsman has produced its latest severe maladministration report, looking at landlords’ responses to leaks.  

The ombudsman says landlord’s responses to leaks, and the resulting damp and mould, is a significant driver of the complaints it receives.

In one case, the ombudsman found a resident decanted for nearly two years whilst the landlord failed to deal with a leak, and in another case found residents chasing landlords repeatedly with little to no action being taken, resulting in ceilings collapsing or extensive damage to personal belongings and furniture. 

The themes in the report include poor diagnosis, excessive delays and a failure to consider vulnerabilities. The ombudsman says the sector should be handing leaks more effectively under obligations in the Landlord and Tenant Act.

This report is part of a series providing lessons to help the sector prepare for Awaab’s Law, in whatever form it takes. The law will become a key part of the ombudsman’s decision-making framework and it will continue to share insight through our Centre for Learning. 

The landlords highlighted in this report are:

  • Arhag Housing Association 
  • Birmingham City Council 
  • Clarion 
  • Ealing Council 
  • Gentoo Group 
  • Hackney Council 
  • Haringey Council 
  • Homes Plus Group 
  • Irwell Valley Housing Association 
  • Islington Council 
  • Lambeth Council 
  • L&Q 
  • Metropolitan Thames Valley 
  • Milton Keynes Council 
  • Newham Council 
  • One Housing Group 
  • PA Housing 
  • Peabody 
  • Platform Housing Group 
  • Redbridge Council 
  • Royal Borough of Kensington and Chelsea 
  • Sanctuary 
  • Shepherds Bush Housing Group 
  • Southern Housing 
  • Tower Hamlets Council 
  • Wandle 
  • Welwyn Hatfield Council 

Richard Blakeway, Housing Ombudsman, said: “Leaks can be complex and challenging. These cases show how leaks can also cause acute distress and disruption to families and the sector needs to be more consistent and robust in response. 

“There are common strands of learning from these cases and various moments when the landlord could have taken decisive action to make things right for the resident and restore trust in its ability to resolve these issues. 

“Too often the basics are not being done right in these cases and that compounds what is already a complex area to deal with. Landlords must identify these key touchpoints during the lifetime of these cases, and act appropriately to mitigate the impact on families and households. 

“These cases also reveal in stark terms that some landlords are not ready for Awaab’s Law and how widely variable landlord policy and practice can be, which is neither desirable nor sustainable.”