The Housing Ombudsman has shared details around what it calls “silent” cases in its latest ‘learning from severe maladministration’ report.

According to the ombudsman, while plenty of focus has rightly been on damp and mould, repairs and hazards, the impact of the failings in “silent” cases are equally significant.

Among the cases in the report are a resident, who is a wheelchair user, who was unable to use her bedroom and bathroom for two years because the doorway was not wide enough to fit a wheelchair through. Another includes a family living with subsidence for four years, with concerns over the mental wellbeing and education of the children living there.

The ombudsman says that it isn’t just human impact but also financial detriment that is apparent in the report, sharing the case of a leaseholder unable to remortgage because subsidence was unaddressed for two years. In another, the confusing handling of a resident’s rent following the death of her mother put her account into significant debt.

The landlords highlighted in the new report are:

• Basildon Council
• Bromford Flagship
• Clarion
• London Borough of Hounslow
• L&Q
• Metropolitan Thames Valley
• PA Housing.

Richard Blakeway, Housing Ombudsman, said: “This report illustrates the breadth of responsibilities for social landlords.

“It shows how pivotal their role is for social infrastructure and how they are juggling many priorities. Inevitably, when things go wrong, it means the impact can be greater.

“These cases could be termed ‘silent’ severe maladministration because they receive less attention. But they are no less important.

“While each area is distinctly different, the root causes of some service failings are similar and reminiscent of more visible complaint areas. This includes erratic knowledge and information management, inaction, and patchy communication.

“Landlords should not lose sight of some of the other core components of its housing offer with new regulations and legislation coming in.”