Social landlords should take a ‘zero-tolerance approach’ to damp and mould, Housing Ombudsman says in open letter.

The Ombudsman yesterday wrote to social landlords about complaints relating to damp and mould asking them to renew their focus on the recommendations in its Spotlight report on the topic published last year.

The report, entitled It’s not lifestyle, said landlords should give damp and mould a higher priority with a change in culture from being reactive to proactive. It stated that landlords should avoid blaming this issue solely on the lifestyle of residents and take responsibility for resolving problems.

The open letter follows the Ombudsman’s decision earlier this month to expedite three investigations into Rochdale Boroughwide Housing (RBH) after a coroner ruled two-year-old Awaab Ishak died as a result of exposure to mould in his home.

Following this decision, housing secretary Michael Gove announced that new funding will be withheld from any housing provider that is ‘failing in their obligations to tenants’ and stripped RBH of £1m of Affordable Homes Programme (AHP) funding.

The Ombudsman asked landlords to assess themselves against the 26 recommendations in the report, engaging with residents as part of that and publishing the outcome.

The letter also highlighted the Ombudsman’s concerns about legal claims and reminds landlords that they should continue to use the complaints procedure until legal proceedings have been issued.

Richard Blakeway, Housing Ombudsman, said: ‘Following the appalling and preventable death of Awaab Ishak, we are reinforcing the recommendations we made in our Spotlight report last year.

‘The report highlighted our concerns about the tone of some communications, especially language such as “lifestyle choices” and “behaviours” that infer blame on the resident, absolving the landlord of responsibility. This underlying attitude can impede an effective diagnosis of the causes and timely actions that should be taken by the landlord. This reflects some of the evidence heard at the inquest.

‘This call to change language has resonated with many landlords who have taken action. However, I am acutely aware that, given this language had become so widespread and accepted, the sector may still have some way to go before it is eradicated from the vernacular of social housing. I consider the use of patronising, stigmatising or potentially discriminatory language as “heavy handed” and therefore may use our Scheme to make a finding of maladministration.’

Mr Blakeway continued: ‘Having an accessible complaints procedure is essential to promote alternatives to the courts to resolve disputes. I know there is poor practice in a minority of the legal sector in relation to disrepair claims. However, I have seen some landlords close complaints prematurely because the protocol has commenced. I would stress the importance of landlords remaining committed to inspecting properties as soon as a claim is raised and to completing the repairs needed as soon as is practicable.’