Shepherds Bush Housing’s significant failings on roof leak case
We found two severe maladministration findings in a case about Shepherds Bush Housing’s failings in dealing with a resident’s reports of a roof leak. The resident, a shared owner, had reported a roof leak many times over several years. It took the landlord eight years to correctly identify the cause of the leak. When the resident made a formal complaint it took more than two years to reach the end of the landlord’s complaints process.
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Considerable failings in Habinteg’s handling of hate crime incident
Habinteg Housing Association’s considerable failings in responding to reports of a hate-crime incident along with its failure to consider the impact of them on the resident led to a finding of severe maladministration. The landlord acknowledged there had been failure in its handling of the incident and apologised to the resident for not logging it as hate crime, not giving it the appropriate priority and over relying on the police investigation as opposed to carrying out its own investigation. Our investigation identified further, serious failings.
Stafford and Rural Homes complaint involving bedbug infestation
We found severe maladministration for Stafford and Rural Homes (now Housing Plus Group) when dealing with a resident’s complaint about delayed repairs and a bedbug infestation. There were unacceptable delays in the landlord’s response to the complaint at all stages without apology or explanation to the resident.
Hackney’s damp and mould delays
The London borough of Hackney’s substantial delays in dealing with damp, mould and leaks at a resident’s home contributed to further deterioration of the issues and had health and safety implications due to the significant amounts of mould. We found maladministration and ordered the landlord to pay £1,500 compensation.
Clarion’s complaint handling failures and vulnerable resident
There were significant failings when Clarion was dealing with a complaint from a resident with vulnerabilities. We found severe maladministration in the landlord’s responses which did not sufficiently acknowledge all the issues raised by the resident in her complaint or the reasons for delays she experienced over 15 months.
Clarion’s repeated complaint handling failings
We found severe maladministration for Clarion’s repeated failure to respond to a resident’s complaints about a leaking roof, damp and mould and cracks to the interior of her property, and her requests to escalate them.
