The organisation is calling these types of complaints ‘silent’ severe maladministration cases. While plenty of focus has rightly been on damp and mould, repairs, and hazards, the impact of the failings in these cases are equally significant.  

Among the cases in this report are a resident, who is a wheelchair user, was unable to use her bedroom and bathroom for 2 years, because the doorway was not wide enough to fit a wheelchair through. Another includes a family living with subsidence for 4 years, with concerns over the mental wellbeing and education of the children living there.  

It is not just human impact, but financial detriment too that is apparent in this report. We share a case of a leaseholder unable to remortgage because subsidence is unaddressed for 2 years. In another, the confusing handling of a resident’s rent following the death of her mother put her account into significant debt.  

The landlords highlighted in this report are: 

• Basildon Council 
• Bromford Flagship 
• Clarion 
• London Borough of Hounslow 
• L&Q 
• Metropolitan Thames Valley 
• PA Housing

Richard Blakeway, Housing Ombudsman, said: “This report illustrates the breadth of responsibilities for social landlords. It shows how pivotal their role is for social infrastructure and how they are juggling many priorities. Inevitably, when things go wrong, it means the impact can be greater. 

“These cases could be termed ‘silent’ severe maladministration because they receive less attention. But they are no less important.  

“While each area is distinctly different, the root causes of some service failings are similar and reminiscent of more visible complaint areas. This includes erratic knowledge and information management, inaction, and patchy communication. 

“Landlords should not lose sight of some of the other core components of its housing offer with new regulations and legislation coming in.”