Ombudsman insight report features gas safety and pest infestation cases as determination numbers rise
The Housing Ombudsman has published an insight report for the first quarter of this year, which includes cases on pest infestation, tenancy warning letters and gas safety, amid a rising number of “urgent issues”.
The report covers complaints data, individual cases and “wider learning points” from the Ombudsman’s work between April and June 2023.
Cases in the report include:
• A case involving Westminster City Council where the Ombudsman found maladministration for pest infestation.
• A maladministration finding for Solihull Council for their handling of gas safety testing, resulting in a period of 11 months where a vulnerable resident had no gas safety certificate.
• A case about staff behaviour involving ‘Places for People’, in which the landlord failed to address the allegations of the resident or seek evidence for them.
In its Westminster decision, the watchdog found that the landlord failed to take into account the residents’ partial sight and “therefore, despite being responsive, only prolonged the distress and time taken for the issue to be solved”.
In its key learning from the sector, the Ombudsman noted that landlords should ensure that they have all residents’ vulnerabilities kept up to date, so that when issues do arise, they can “respond appropriately and know what mitigations may be needed”.
Further, the report found that “timely inspections for pest infestations are important and work to locate their source should be a priority.”
The Ombudsman’s latest quarterly data, published at the same time as the report, shows that the Ombudsman made 1,284 determinations – an increase of 69% compared to the previous quarter.
It also showed that whilst dropping “slightly” from last quarter, property condition was responsible for 58% of all complaints received. That compares to the second highest 'complaint handling', at 25%.
The Ombudsman made 2,911 orders to make things right – a 91% increase on the previous quarter. To remedy injustice, in 53% of cases, the watchdog ordered landlords to pay residents compensation.
Richard Blakeway, Housing Ombudsman, said: “As we undertake more investigations, the insight from our casework to improve services is expanding.
“This report contains several thought-provoking cases. Our investigation into a blind woman’s experiences of reporting a rodent infestation where the landlord, although responsive, failed to grip the situation and inferred blame on the resident despite her disability, provides lessons for the whole sector on dealing with pest control better.
“We know how hard it can be to treat pest infestation at times, but the cases highlighted provide insights so that landlords can improve in this area moving forwards.
“This Insight report shows how landlords can better tackle issues within their own complaints system before we need to step in.
“The crucial insights from our frontline caseworkers should be essential reading to all in the sector, as they show what we are starting to see a lot of. Getting on top of this is vital before they turn into the investigations of the future.”
Lottie Winson
