Industry News


Councils are responsible for the most breaches of consumer standards


M


ore than three-quarters of the social housing landlords that breached the consumer standards last year were


local authorities. In a review of consumer regulation work


during 2022/23, the Regulator of Social Housing reported that 13 landlords had breached the consumer standards. Ten of them were councils and in each case, the councils had referred themselves to the regulator. “Tis transparency and willingness to self-


refer is a cornerstone of effective regulation and is welcomed,” the RSH said. In all instances, local authorities had worked “effectively” with the regulator following a breach. During 2022/23 the regulator received a total


of 940 referrals from tenants and other sources, representing an increase of 44% from the previous year. It investigated some 438 referrals and found a breach of the consumer standards had occurred in 13 cases. Te regulator concluded that many of the


breaches (of failing to meet all legal health and safety requirements, particularly the completion of safety checks on time) were due to weak data and an incomplete understanding of the condition of tenants’ homes. In each case, the breaches posed actual, or the potential for, serious harm to tenants. Te report has been published as the


sector gets ready for the biggest transformation to social housing regulation in a decade, including the re-introduction of landlord inspections. Te report also includes details of case studies and lessons learned. Kate Dodsworth, chief of regulatory engagement at the RSH, said: “Every tenant deserves to live


During 2022/23 the regulator received a total of 940 referrals from tenants and other sources, representing an increase of 44% from the previous year


in a safe and decent home. Our work shows that some tenants have been let down by their landlord, and this needs to change. We expect all social landlords to be respectful, transparent and responsive to their tenants when things go wrong, and we will hold them to account if they fail.” “We’re gearing up for stronger consumer


regulation, with our inspections starting from April next year. All social landlords should read our report carefully, and make sure they are providing a good-quality service to their tenants.”


In the foreword to the report, chief executive


Fiona MacGregor wrote: “Given the changes to consumer regulation that will be implemented from April 2024, including the proactive consumer assessments of large landlords and that all providers will have to collect tenant satisfaction measures, it is vital that social housing providers act now to ensure compliance.” “Some registered providers are not getting the


basics right and failing to ensure that tenants are safe within their homes; where that is the case, this must change.”


Ombudsman criticises council for leaving family in flat with faulty windows


Ealing council has been criticised by the Local Government and Social Care Ombudsman for leaving a young homeless family in a tenth floor flat with faulty windows for nearly 18 months. Te council agreed the flat was unsuitable and


had disrepair issues which also included leaks, damp, mould, and exposed electrical cables when the family complained about the temporary accommodation in May 2021.


It placed the family on its transfer list, but it


was not until late October 2022 – some 17 months later – that the family was eventually moved to alternative accommodation. Te family complained to the Ombudsman


when they were not satisfied with the West London council’s response to their concerns. Te Ombudsman’s investigation found the council was not properly recording the actions it was taking to secure alternative temporary accommodation, which meant there was no audit trail for staff to refer to. Te council also could not demonstrate the


action it took to find suitable accommodation for the family. Te investigation also criticised the council’s delay in finding suitable accommodation for the family. Nigel Ellis, chief executive at the Local


Government and Social Care Ombudsman, said: “While we are mindful of the difficulties councils face – particularly in London – in securing


14 | HMMAugust/September 2023 | www.housingmmonline.co.uk


accommodation, councils must ensure that the accommodation they do provide is suitable. “In this case, not only was the accommodation


not suitable, it was beset with disrepair issues. Te family have told me of their concerns for their children living in a high-rise flat with unsafe windows and exposed electrics. “I am pleased the council has accepted my


recommendations to remedy the situation for this family. It has told me there are 31 other households on its transfer list for temporary accommodation, so I have asked it to consider remedying any complaints of injustice to those other households too.” Te council agreed to apologise to the family


and pay them £3,400 to acknowledge the 17 months they lived in unsuitable accommodation with disrepair issues. It will also review its record keeping procedures to develop a system of recording actions taken to find accommodation for individual applicants.


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