Ombudsman names 12 landlords for knowledge and information failings in latest report

 ## Housing Ombudsman Reports Severe Maladministration by 12 Landlords:

Richard Blakeway said record-keeping failures could erode tenants’ trust in their landlord (picture: S. Brandon)

## Introduction

The Housing Ombudsman has named a dozen landlords in its latest severe maladministration report, highlighting its commitment to sharing lessons learned from these cases. This report underscores the importance of effective Knowledge and Information Management (KIM) within housing organizations, particularly in light of landlords' responsibilities to identify and address statutory hazards.

## Key Cases and Findings

### Lewisham Council: Severe Maladministration in Repairs

Lewisham Council faced severe maladministration due to its handling of a repairs case. The council failed to fully document the repairs conducted at a resident's home, leading to significant confusion and anxiety. The resident endured nearly two years of uncertainty while waiting for a roof repair. Additionally, the council could not specify when third-party repairs were performed, which invalidated the initial guarantee and potentially caused other issues with the roof.

#### Lewisham Council's Response

In response, Lewisham Council stated that it had hired an independent surveyor to conduct a photographic and thermal imaging inspection of the roof. The council has also developed a complaints management improvement plan and is upgrading its housing management computer systems to prevent future issues.

### PA Housing: Poor Record-Keeping in Domestic Abuse Complaint

PA Housing was reprimanded for its inadequate record-keeping in handling a domestic abuse complaint. The landlord was unable to locate any complaints reported by the resident because they had been directed to the wrong team. This failure led to four unresolved complaints over the course of a year. Additionally, the landlord did not have any record of the resident's vulnerabilities in its systems.

The resident had informed PA Housing that she fled her home due to domestic abuse. However, the landlord was unable to verify this initial contact and subsequently raised a fraud case, believing the resident had abandoned the property without informing the landlord. This mismanagement caused additional distress and inconvenience for the resident.

#### Ombudsman's Orders to PA Housing

The Housing Ombudsman ordered the chief executive of PA Housing to apologize, pay £1,500 in compensation, and contact the local authority to ensure all relevant information regarding the resident’s homelessness was accurately communicated.


The Housing Ombudsman's latest report sheds light on the critical importance of robust Knowledge and Information Management practices among landlords. Effective KIM is essential to avoid severe maladministration and to fulfill landlords' responsibilities towards their residents, particularly in cases involving statutory hazards and vulnerabilities.

## Gateshead Council: Record-Keeping Failures in Damp and Mould Case

Despite knowing the problem's extent, it had to repeat a survey after changing contractors and misplacing surveyor reports, prolonging the resident's distress.

### Gateshead Council's Response

Gateshead Council reviewed its approach to damp and mould and improved its process for addressing cases promptly. These improvements led to a significant increase in tenant satisfaction.

## Additional Landlords Named

Nine other landlords were also named for various failures, including issues with damp and mould, repairs, anti-social behavior (ASB), and data retention. These landlords are:

- Metropolitan Thames Valley
- A2Dominion
- Anchor Hanover
- Harlow Council
- L&Q
- Clarion
- Leeds City Council
- Sanctuary
- Notting Hill Genesis

The report recommended that Notting Hill Genesis inform the Information Commissioner’s Office of suspected data breaches.

## Ombudsman's Insights

Richard Blakeway, the Housing Ombudsman, emphasized the critical role of effective KIM. He stated that failings in this area significantly impact residents' health and well-being and erode trust in landlords. Poor records lead to inconsistent or non-existent landlord actions, creating a "lottery" for residents. Blakeway highlighted the strong correlation between poor records, prolonged complaints, and severe detriment.

In a challenging and evolving environment, KIM should be the foundation of solid service delivery and complaint handling.

## Conclusion

The Housing Ombudsman's latest report is a timely reminder of the importance of effective Knowledge and Information Management in ensuring landlords fulfill their responsibilities and maintain trust with their residents. The report's findings and recommendations provide a crucial roadmap for housing organizations to improve their practices and avoid severe maladministration in the future.