Housing Ombudsman highlights 3 wider orders on temporary moves to prevent future failings
18 November 2025
We have published the outcomes of 3 wider orders that focus on the issue of temporary moves.
We have published the outcomes of 3 wider orders that focus on the issue of temporary moves.
These moves, often called decants within the social housing sector, are a vital way of mitigating the impact on a household if the home is not fit for human habitation.
A wider order allows us to order a landlord to look beyond an initial complaint to assess if there are wider failings. The reviews ordered are carried out by an independent team or organisation. The review identifies changes in policy or practice to prevent future failings.
The reviews follow investigations where we found the landlord had handled a temporary move poorly. This includes a resident who ended up living in a caravan and another who ended her tenancy because of the failings.
In all 3 cases there is learning for the wider sector to take from the actions arising from independent reviews.
Trident
The wider order in this case came after a resident was relocated for a year while the landlord dealt with a leak. Often the landlord had no records of the move or were unable to update him on what was happening.
The independent review found its temporary moves policy at the time was not only overdue a review, but it also was brief and not supported by any procedure documents. Nor was it resident focused or considerate of individual circumstances. Roles and responsibilities were not clearly defined.
The independent review also found staff did not know this old policy had ever been in place. It also stated there was no oversight of the decanting service. This meant the resident in the case was left in a hotel with no fridge or chair.
In response, the landlord has developed a new Decant Policy. This now ensures residents are fully consulted before any move. It also makes sure communication is maintained during the period of the move.
The policy includes a detailed risk assessment and sets out the responsibilities of the organisation and individual staff at all stages of the move.
The landlord has also created a new Wellbeing and Decant Officer role. This oversees this new policy and the moves as a whole. It has also introduced a new decant module into its systems to allow for full oversight of the process and easy reporting.
Furthermore, moves are now reviewed by its executive team and discussed in senior meetings.
Trident learning statement
Trident acknowledges the impact this case had on the resident and deeply regrets the distress caused. We have taken the Ombudsman’s findings seriously and used them as a catalyst for meaningful change.
To drive improvement, we established a dedicated Customer Experience Team implementing changes across the organisation. This includes bi-monthly cross-departmental meetings to enhance collaboration and resolve complex cases more effectively.
Recognising the importance of tailored support, we appointed a Wellbeing and Decant Officer to assist vulnerable residents and minimise time spent in temporary accommodation. We also introduced a new Access Policy to guide staff in managing non-engagement proactively. To strengthen our response this policy includes a framework for timely legal support where necessary.
We remain committed to learning, accountability, and delivering a more compassionate and responsive service. Our focus is on ensuring that all residents especially those most at risk receive the care and attention they deserve.
Wigan Council
This wider order was made in this case following a severe maladministration finding in which the landlord refused to provide a temporary move. The resident lived in a caravan because of this and detailed the impact it had on his children.
The independent review into its temporary moves found 37 cases, with the longest being 888 days. The average temporary move was 286 days.
These were for various reasons such as repairs and hoarding. The review found that decisions not to move a resident temporarily out of their home was not recorded. It recommended the landlord start to record this. It accepted this and introduced it with immediate effect.
Wigan Council learning statement
We acknowledge the Ombudsman’s finding of severe maladministration in our handling of this case. The investigation highlighted significant shortcomings in applying our Decant Policy, documenting decisions, and communicating empathetically during a period of displacement. We recognise that failing to assess and record the resident’s needs caused prolonged hardship and distress, which was unacceptable.
In response to the Ombudsman’s order, we have completed a full review and implemented immediate improvements, including:
- recording of all decant decisions
- strengthened oversight of temporary move requests
- refresher to staff on the need for policy compliance.
We have also addressed complaint handling delays by introducing measures to ensure timely responses and clearer communication. This case has reinforced the importance of proactive support, transparency, and learning from failures to prevent recurrence and deliver better outcomes for residents.
Moat
An independent review was ordered following a lack of temporary move in a structural and damp and mould severe maladministration finding. The review found that a lack of records made it hard to know why a temporary move was not arranged. This is despite it being promised in its stage 2 letter. There was no move considered when the repairs started either. The resident ended up ending her tenancy.
The review has found that those poor records and a lack of oversight of cases within that team was at fault.
The landlord has now introduced a vulnerable resident, temporary moves, risk triangulation case meeting. These meetings cross check temporary moves, complaints, customer non-contact, no access, complex repairs and vulnerable customers. It also now has regional meetings between its planned works team and neighbourhoods team to look at a range of high risk cases.
Moat learning statement
We’re truly sorry for failing our customer and for the distress this has caused. We should have done more to keep them updated, manage our contractor, and proactively follow up on our promises – we’re acting on the Ombudsman’s recommendations to make meaningful improvements.
We’ve introduced new roles and ways of working in our Quality Homes and Asset team, so we can better monitor our contractors and manage their performance. Our new Contract Liaison Officers will ensure our customers are updated and this communication is regular and timely.
We’ve inspected the block and removed trees where necessary to make sure all customers’ homes in the building are structurally sound. After a full review, we’re also implementing a new complaint operating model, ensuring we provide the highest level of service when our customers need us the most.
This will give us clear sight of our commitments and better embed a culture of continuous learning.
Richard Blakeway, Housing Ombudsman, said: “These cases show the human cost of poorly handled temporary moves.
“The disruption, financial implications and shortage of alternative accommodation mean landlords, and sometimes residents, can be reluctant to make a temporary move. These reviews reveal landlords acting too late to make the move or losing sight of the resident who has been relocated. This meant one resident was displaced for 888 days.
“There are strong reoccurring themes across 3 different landlords: unclear procedures, inadequate oversight, poor communication and records, and a loss of focus on the individual’s circumstances.
“Awaab’s Law places clearer responsibilities on landlords around temporary moves. These reviews provide valuable learning for other landlords to test whether their policy and practices are robust, helping to ensure they can meet the new regulations and provide better outcomes for residents.”