Ombudsman hits out at “apparent lack of proactivity” from Welsh social landlords in addressing damp and mould issues for residents

The Public Services Ombudsman for Wales (PSOW) has issued a call to all public sector and social landlords in Wales to improve their responses to poor housing and complaints of disrepair, after its latest report found “an apparent lack of proactivity” in identifying and tackling those properties suffering from damp and mould.

The report, Living in Disrepair – a thematic report about housing disrepair and damp and mould complaints to PSOW, highlighted how landlords often wait until the occupants draw attention to the issue.

Between 1 April 2021 to 31 March 2024, general housing complaints formed 17% of all complaints received by PSOW – the second highest topic following healthcare (36%) related complaints. Close to 800 of those complaints were complaints about disrepair.

The PSOW report identified a number of issues including the frequency of residents being forced to raise formal complaints to see that remedial work is done, and often repeatedly having to chase public bodies in order for a complaint to be initiated.

“Where an occupier has had to do this, we consider that the public body has had a reasonable opportunity to respond to the issues raised,” the Ombudsman said.

Other issues highlighted by report include the 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 Ombudsman pointed out.

Additionally, PSOW said it had seen 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 the Ombudsman.

In relation to complaint handling, the PSOW report evidenced 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 includes the following recommendations to all public sector and social landlords in Wales to:

• undertake a stock survey, to better identify properties that are suffering from, or at risk of, damp and mould;
• undertake a full and proper pre-letting inspection before an occupier moves in and complete all necessary works before the occupancy begins;
• record repeated service requests as complaints when work has not been undertaken; and
• engage independent surveyors to inspect properties where complaints of serious disrepair are made.

The Public Services Ombudsman for Wales, Michelle Morris, said: “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.”

She added: “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.”

Harry Rodd