The Housing Ombudsman has published two severe maladministration findings for Southern Housing Group, due to failings in responding to a resident’s repeated reports about damp and mould in her home over a lengthy period. Southern carried out mould washes and redecoration each year at the property in East London over five years, but failed to investigate and establish the cause of the issue. The landlord also failed to communicate effectively with the resident throughout or deal with the complaint in line with its own process.
The Ombudsman’s investigation found severe maladministration by Southern for its response to the resident’s reports about damp and mould at her property. The Ombudsman also made a finding of severe maladministration for the landlord’s communication and complaints handling.
The Ombudsman ordered Southern to:
- apologise to the resident
- pay her additional compensation of £300, making total compensation of £1,095
- respond to her submission of receipts for costs incurred that she said had been provided
- agree a date with her for a decant to take place
- clearly communicate with her about any proposed works or inspections and
- offer to discuss relevant re-housing options with her.