Mrs C complained about whether Trivallis (“the Association”) responded appropriately to reports of damp and mould made by her between November 2023 and the present time.
The investigation found that the Association did not always respond appropriately to reports of damp and mould. Reports of issues in Mrs C’s home were not always acted on promptly or line with relevant policies. Surveys have identified moisture in the same area of Mrs C’s home but the Association has yet to definitively establish the cause. The way the Association communicated with Mrs C was also not always appropriate and I have seen no evidence that the Association considered the needs of disabled children living in Mrs C’s home when responding to reports of damp and mould.
The Ombudsman was concerned that the failings identified in this case may be systemic, with opportunities missed to identify the issues in Mrs C’s home. The failings identified in this case, particularly in relation to repair requests from vulnerable people, are ones from which other organisations can learn.
The Ombudsman made a number of recommendations which the Association accepted.
Within 1 month:
a) Provide evidence that the Association has acknowledged and apologised to Mrs C for the failings identified in this report.
b) Provide evidence that the Association has offered Mrs C a financial redress payment of £840. This includes £500 for the cost of a mattress, clothes and toys Mrs C has had to dispose of, £40 for the survey she arranged and £300 for the distress caused to her by the failings identified in this report.
c) After the next period of significant wet weather or when the tenant next reports any evidence of damp on the wall, to remove the plasterboard in the area where moisture has been recorded and undertake a full inspection of the wall. A copy of this inspection should be shared with Mrs C and this office.
Within 3 months:
d) Carry out any works determined as necessary as a result of the inspection of the wall.
e) Ensure all relevant staff receive training to identify and respond appropriately to vulnerable customers.
f) Ensure that a scenario based training programme is delivered to all relevant staff to ensure that lessons are learned from this case and staff take account of individual circumstances where prioritising repairs.
g) Develop a process to ensure that when a complaint of damp and mould is received, information gathered from sensors in properties belonging to the Association is regularly, analysed and reported accurately.
h) Share a copy of this report with the Association’s Assurance Committee which should oversee and monitor the Association’s compliance with these recommendations.