In March 2021 the Housing Ombudsman Scheme published a ‘systemic framework’ setting out how it will look beyond individual disputes to identify key issues that impact on residents and landlords’ services.
Case data shows that during the last two years112 cases have been considered, finding a maladministration rate of 55%, with a total of £68,000 ordered in compensation, alongside other remedies.
The first call for evidence will support an investigation into damp and mould issues, which can have a particularly significant impact on residents, particularly those with respiratory problems.
Evidence from member landlords, residents and social housing professionals will ensure that we are able to make far-reaching recommendations and share best practice across the sector – helping landlords to develop their policies and procedures with a view to improving the experience of all residents.
The call for evidence is asking five questions:
1. What do you consider to be the main cause(s) of damp and mould?
2. Are the root causes of damp and mould difficult to identify? And if so, why?
3. Are the root causes of damp and mould difficult to address? And if so, why?
4. While damp and mould issues are being looked into, what support is offered to residents to ensure they are able to live in a hygienic environment?
5. Has a particular damp and mould situation led to significant changes in the way in which a landlord operates? If so, please provide details.
Ministry of Housing, Communities and Local Government figures show that 59% of issues raised by social housing residents are not made as an official complaint to the landlord, despite the resident being unhappy with the initial response received – with 35% of residents listing concerns around retaliation by landlords and neighbours as the reason.
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