Today we publish ‘Living in Disrepair’, a thematic report about housing disrepair and damp and mould complaints to us.
Housing Complaints
Between 1 April 2021 to 31 March 2024, general housing complaints formed 17% of all complaints received by us – the second highest topic following healthcare (36%) related complaints. Close to 800 of those complaints were complaints about disrepair.
Themes and Learning Points
‘Living in Disrepair – a thematic report about housing disrepair and damp and mould complaints to PSOW’ identifies the following themes and learning points:
- Complaint v Service request: Occupiers should not have to raise complaints to see that remedial work is done and, similarly, should not have to repeatedly chase public bodies in order for a complaint to be initiated. Where an occupier has had to do this, we considers that the public body has had a reasonable opportunity to respond to the issues raised.
- Quality of Pre-letting inspections: At the point of letting, landlords are required, by law, to ensure properties are both in repair and fit for habitation. The Report highlights evidence of pre-letting inspections of questionable quality in some of the complaints received by us.
- Occupiers in vulnerable situations: The Report evidences several case examples of occupiers in vulnerable situations who would have waited significantly longer for necessary works to be completed, were it not for the intervention of our office.
- Complaint handling: The Report evidences several case examples of complaint responses seemingly being delayed whilst the body carried out some works in the meantime, perhaps so that the response can reflect well on the body, or the body failing to properly record a complaint.
The Report also draws attention to positive evidence of good practice in relation to seeking professional opinion during a public body’s complaint investigation, demonstrating a robust investigation and a desire by the landlord to find the cause of the issue.
Report Recommendations
The Report includes the following recommendations to all public sector/social landlords in Wales:
- to undertake a stock survey, to better identify properties that are suffering from, or at risk of, damp and mould;
- to undertake a full and proper pre-letting inspection before an occupier moves in and completes all necessary works before the occupancy begins;
- to record repeated service requests as complaints when work has not been undertaken;
- to engage independent surveyors to inspect properties where complaints of serious disrepair are made.
“The link between poor housing and health has been well documented and a source of comment over many years.
I am concerned at the apparent lack of proactivity by many landlords to identify and tackle those properties suffering from damp/mould, as opposed to waiting for the occupants to draw attention to the issue.
As our casework demonstrates, it seems that it is only when proper inspections and surveys are undertaken, or when my office becomes involved, that landlords will swing into action. Ultimately, the longer an issue is left, the more costly it will be to rectify so it makes good business sense to be proactive.
I call upon public sector/social landlords to reflect on my report, to action my recommendations and to engage with our Complaints Standards Authority to prepare for adoption of our model policy and training on complaint handling.”
Commenting on the report, Public Services Ombudsman for Wales, Michelle Morris, said: