The Housing Ombudsman has published a new report on ‘silent severe maladministration’ in the social housing sector, highlighting serious issues that often attract less attention than damp, mould, or repairs.

The report focuses on complaints in three areas: subsidence, adaptations (for example, making homes accessible), and errors in rent accounts.

In one case cited by the Ombudsman, a wheelchair user was unable to access her bedroom and bathroom for two years because the doorway was never widened to allow wheelchair passage. Another involved a family living with subsidence for four years, with knock-on effects on the children’s education and mental health.

Financial harm also emerged: a leaseholder unable to remortgage due to prolonged subsidence, and a resident who accrued major debt due to confusing rent account handling following her mother’s death.

Local authority Landlords cited in the report include Basildon Council and London Borough of Hounslow.

Richard Blakeway, Housing Ombudsman, said: ‘This report illustrates the breadth of responsibilities for social landlords.

‘It shows how pivotal their role is for social infrastructure and how they are juggling many priorities. Inevitably, when things go wrong, it means the impact can be greater.

‘These cases could be termed “silent” severe maladministration because they receive less attention. But they are no less important.’

He continued: ‘While each area is distinctly different, the root causes of some service failings are similar and reminiscent of more visible complaint areas. This includes erratic knowledge and information management, inaction, and patchy communication.

‘Landlords should not lose sight of some of the other core components of its housing offer with new regulations and legislation coming in.’