Industry News


Ombudsman takes social landlords to task over windows


T


he Housing Ombudsman has taken the unusual step of issuing an open letter to Chief Executives of social


housing providers, expressing deep concerns regarding the handling of some window- related complaints. Te Ombudsman’s letter highlights a


troubling pattern identified from recent casework, where residents’ complaints about window disrepair or health and safety issues have not always been adequately addressed by landlords. Te letter acknowledges that window-


related complaints oſten involve complex issues ranging from design concerns and prolonged disrepair, exacerbated by a lack of funding and historic underinvestment in social housing infrastructure. Te Ombudsman also knows this is an area where many landlords are focused and proactive. However, its investigations also show that landlords have not always responded in a timely way, and sometimes important repairs have been deferred. Richard Blakeway, housing ombudsman,


commented: “We have serious concerns about the handling of window-related complaints…..we are seeing unsafe living conditions where windows are falling onto the ground or are boarded up for prolonged periods. It is becoming routine for me to see cases where repairs to windows are delayed, sometimes for years, because of resources. Safe, secure and well-maintained windows are fundamental to a decent home.” “Tese issues also underscore the chronic


underinvestment in social housing and need for a national conversation leading to a new, revised Decent Homes Standard alongside building the next generation of social homes.” Te Ombudsman’s casework has revealed


three main issues: • Landlords failing to consider individual household circumstances during risk assessments, leading to overlooked health and safety concerns;


• Delays in conducting repairs, oſten postponed due to cost considerations and planned cyclical works; and


• Inadequate communication with residents regarding the operation and safety of newly installed windows.


To address these issues, the Ombudsman will publish decisions on window-related complaints, which will support landlord learning and improve future responses. Engagement with regulatory bodies is also underway to share more information on these matters.


Council converting student apartment block to house the homeless


Plymouth City Council has purchased a large city centre building to use as temporary accommodation for homeless families. Te building has been used to provide a


number of self-contained student apartments, each with common living areas. Te council plans to convert it into 30 one, two and three bedrooms flats suitable for families who are homeless. In addition, an office space for the council’s housing team will be created. Councillor Chris Penberthy, Cabinet member


for Housing, Communities and Cooperative Development, said: “Tis really is amazing news. Buying this building is going to make such an incredible difference to so many families when they need support the most. “We are in the midst of a national housing


The letter acknowledges that window-related complaints often involve complex issues ranging from design concerns and prolonged disrepair, exacerbated by a lack of funding and historic underinvestment in social housing infrastructure


Te Ombudsman encourages all social housing


providers to review their own window-related complaints proactively and to implement the following core lessons: • Conduct thorough risk assessments based on individual household circumstances, ensuring appropriate actions are recognised, responded to, and documented


• Engage independent surveyors and ensure that responses to their recommendations are reasonable, clear, and consistent


• Justify decisions to defer repairs or opt for limited repairs not primarily on cost but in line with legal obligations


• Provide clear, comprehensive, and accessible information to residents regarding the operation of new windows


Troughout these core themes strong knowledge and information management is essential.


crisis and we have to make big, bold decisions like this if we are able to help the increasing number of people coming to us for help. “Once up and running, these apartments will


greatly reduce our reliance on bed and breakfasts, allowing us to give homeless families, already placed under an inordinate amount of stress, at least some stability.” Te funding for the purchase and


refurbishment of the building is coming from a £15m budget for buying properties to reduce financial pressures on providing temporary accommodation. Councillor Mark Lowry, Cabinet Member


for Finance, added: “Te financial challenges facing local government have been well documented and quite simply, it was never going to be sustainable to continue the spend on hotel and bed & breakfast accommodation in the long term. “Te purchase of this building is win-win.


Not only will it give families experiencing homelessness some semblance of normality, it will also, over time free up budgets to help tackle issues around homelessness in the round.” Like other cities, Plymouth is facing a


homelessness crisis brought about by a combination of factors such as the cost of living and other economic issues. Tese have significantly affected local housing markets and people’s ability to meet day to day bills like rent, mortgage payments, utilities, food and travel. Tere has been a massive increase (158%)


in demand for temporary and short-term accommodation, with families staying longer in temporary accommodation as there are fewer permanent homes to move into. Te completion of the purchase is expected to take place in September, with a planning application for a change of use submitted shortly aſterward.


www.housingmmonline.co.uk | HMMAugust/September 2024 | 17


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