Industry News


Culture of apathy unearthered at London social landlord


T


he Housing Ombudsman has released a special report into the London Borough of Haringey, uncovering a ‘culture of apathy’


at the landlord that has led to a distinct lack of ownership, accountability, and intrinsic motivation when handling complaints. Where shortfalls are identified, there was no


evidence of learning to prevent failings reoccurring, and little evidence of contrition or a resolution- focused approach to complaints handling. Te investigation was initiated by concerns about


the landlord’s approach to leaks, damp and mould where more than three-quarters of cases were upheld determined since 1 April 2021 where leaks, damp and mould formed part of the investigation. Te landlord also featured in the Ombudsman’s 2021 report Spotlight on damp and mould: It’s not lifestyle. Te special report followed the Ombudsman issuing a Complaint Handling Failure Order to the landlord in December 2022 regarding its approach to compensation, compliance with Ombudsman orders, and handling of complaints. Te special report is formed of 32 individual


investigations and engagement with the landlord over the last six months. Te Ombudsman made 77 findings across the cases, 18 of which involved severe maladministration, mostly for major repairs, damp and mould and complaint handling. Te overall uphold rate was 82%. Among the cases investigated, the landlord


withdrew all services from a resident for a period of 12 months aſter reports of unacceptable behaviour. Te resident disputed this, and the landlord could not provide supporting evidence, yet it continued to withdraw all services including not carry out repairs works. Te Ombudsman identified eight key themes and set out a series of recommendations: •


Leaseholders: Te handling of leaseholder complaints involving repair issues has been extremely poor. It has also been slow to support residents with insurance claims and placed undue onus on the resident to facilitate these, resulting in financial detriment to leaseholders. Te Ombudsman has recommended a new policy for leaseholder complaints to encourage improved redress.


•


Disrepair: Tere were unreasonable delays in the landlord’s response to reports of disrepair. It would delay before inspecting a property aſter the resident reported a problem, then delay in carrying out necessary repairs, and would be unable to adequately explain the reasons for these.


• Damp and mould: Despite featuring in the Ombudsman’s 2021 damp and mould report, the landlord did not introduce a new policy until April 2023. While this new policy adheres to the report’s recommendations, internal guidance is still lacking in many areas and the Ombudsman has recommended the landlord reviews this guidance to ensure it is consistent with its policy.


• Vulnerabilities: Te landlord does not always adhere to its own Vulnerable Residents Policy. Despite being mentioned in the policy, there was no evidence of either enhanced support or repair service for vulnerable residents, or indeed any consideration at all of vulnerability within repairs or associated complaints handling. Te Ombudsman recommended a review of policies in these areas and to produce vulnerability and safeguarding procedures for housing management and staff.


• Unreasonable behaviour policy: Aims to deal with customers fairly, proportionately, impartially and in an open manner is not reflected on the ground. Te Ombudsman recommends a new policy is created for this and a new monitoring process introduced to track progress.


• Knowledge and Information Management: Tere was a concerning lack of key documents, jobs being raised and then leſt open, and a lack of learning. Underpinning the landlord’s handling of information, data and records, was a cultural acceptance of poor practice. Tis includes a lack of ownership, professional pride and accountability. Te Ombudsman has recommended the landlord self-assess


against the Spotlight report on Knowledge and Information Management.


• Complaint handling: Te landlord’s complaint handling exposes residents to delay, confusion, uncertainty, and unfair treatment. Additionally, its complaints handling is not in line with the Complaint Handling Code. Te landlord does not keep records of complaints at Stage 3, which undermines learning. Te Ombudsman has recommended it updates its complaints policy, including the removal of ‘Stage 0’ and a review of Stage 3.


• Compensation: Te landlord is routinely not offering compensation as part of its complaints handling, despite clear evidence of service failure and the associated time, trouble, distress and inconvenience. Te Ombudsman has recommended a creation of a new compensation policy that is in line with the Complaint Handling Code and related guidance.


Te landlord has expressed a willingness to use this report as a further mechanism to help drive its improvement and transformation agenda. Richard Blakeway, housing ombudsman, said:


“Te findings in this report are stark, with failings across a range of areas which need prompt action. Te landlord recognises the current approach is not working for residents, services or its teams, and that the whole organisation needs to change its approach. Tere was frequently a loss of focus on achieving the right outcome for residents.” “Te senior leadership is to be commended


for the focus it is bringing to improving housing management and starting to put in place the resources and structures to deliver change. We look forward to working with the landlord on these changes. Tis report also offers salient lessons for other landlords, particularly councils.” “Tis includes those planning to bring ALMOs


back in house or where leaseholders form a significant part of its responsibilities. Too oſten leaseholders can be failed, with a lack of clarity on roles and responsibilities between landlord and leaseholder. Tese poor outcomes need to end.”


Regulator warns of increase in gas safety breaches


Te chief executive of the Regulator of Social Housing has expressed concern about a recent rise


in gas safety breaches aſter it thought the issue had already been “cracked”. Speaking during a panel discussion at the


Housing 2023 conference in Manchester, Fiona MacGregor said: “Not taking your eye off the ball in any area remains an absolute top priority.’ “We thought gas safety had been cracked.


We’d had very few cases of breaches of gas safety requirements – and we’ve had some recently.” “Tat’s why we put the damp and mould (issue)


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


in a context. It’s not, ‘You chase one ball, and forget what is going on on the pitch elsewhere’.” “Te majority of social landlords take damp and


mould very seriously,” Ms MacGregor said. “We’ve seen some really good examples of good practice in the sector, and an indication that there are some significant improvements that have been made” since the coroner’s report was published last year. But, she added, “there will always be room for further improvement”.


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