The Housing Ombudsman has published a severe maladministration finding  for Metropolitan Thames Valley (MTV), due to failings in responding to a silverfish infestation at a resident’s flat. The landlord also offered compensation which did not reflect the significant impact on the family by its failure to carry out adequate repairs to address the damp caused by the leaks, which led to the continuing infestation.

The Ombudsman’s investigation found severe maladministration by the landlord for its response to the infestation at the property.  However the Ombudsman did not find maladministration by the landlord in respect of its handling of the resident’s request to be rehoused.

The Ombudsman ordered MTV to:

• apologise to the resident
• pay her additional compensation of £1,800 for the distress and inconvenience caused
• review its response to the recommendations made by contractors that damp levels in the property should be investigated to establish why action was not taken sooner and
• review its response to the infestation that affected the other properties in the block under its wider obligations.

The Housing Ombudsman also published a severe maladministration finding for MTV in January for failing to deal with a resident’s leaking roof and damaged ceilings in a new build property.  As a result the situation deteriorated leading to water entering almost every room in the property.