Your Housing Group Limited (202336421)

REPORT

COMPLAINT 202336421

Your Housing Group Limited

29 August 2024

Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

The complaint is about:
1. The landlord’s handling of the resident’s requests for repairs.
2. The landlord’s handling of the resident’s reports of damp and mould.
3. The landlord’s handling of the resident’s complaint.

Background

The resident has an assured shorthold tenancy which commenced on 26 March 2021. The property is a 1-bedroom, ground floor flat. The housing records confirm the resident is dyslexic and has depression.
The resident told the landlord on 12 January 2023 that there was a gap in the window and his property was cold. He contacted the landlord again on 18 January 2023 and said his home was damp.
The landlord visited the resident’s home on 7 February 2023 but said it was unable to carry out the work to the window because ladders were required to access the loft space. The job was subsequently cancelled by the landlord.
A further repair was ordered on 10 July 2023 to seal the window with an appointment booked for 7 August 2023, but the landlord did not attend. The resident’s support worker told the landlord on 21 August 2023 that the property was damp and the situation was affecting his health. A further appointment was arranged for 22 September 2023 but was cancelled by the landlord.
The landlord visited the resident’s property on 13 October 2023 to inspect the seals around the window, but the work could not be undertaken. It said this was because a joiner was required. A number of repairs were ordered on 15 October 2022. This included replastering the rear bedroom wall and rear kitchen wall, replacing the extractor fans in the kitchen and bathroom and applying a mould wash. It also raised a job to reseal the window. An appointment was arranged for 17 January 2024 to carry out the work.
The council contacted the landlord on 5 December 2023 and said it had received a complaint from the resident about damp and mould, excess cold and issues with a window. It served a notice of entry on the landlord on 18 January 2024. The landlord carried out a joint visit with the council on 25 January 2024 and a schedule of works were identified. This included replacing 2 extractor fans, hacking off and replastering a wall in the bedroom and filling the window surround with foam and fitting UPVC window strips. It was agreed the work would be completed on 21 February 2024.
The landlord issued its stage 1 complaint response on 12 February 2024 and said:
1. It visited the resident on 7 February 2023 and identified that different works and trades were required to complete the repairs. Repairs were raised but subsequently cancelled.
2. Further repairs were ordered on 10 July 2023 to inspect the loft space on 13 October 2023. This appointment was outside its service level agreement.
3. It attended on 13 October 2023 and a further repair was raised given a joiner was required to seal around the windows.
4. It carried out an inspection of the property on 7 December 2023 and a number of repairs were ordered following the visit.
5. It visited the property on 17 January 2024 but was unable to complete the work as ladders were required.
6. It visited the resident on 25 January 2024 with a representative from the council and a list of repairs were identified. An appointment was arranged to complete the work on 21 February 2024.
7. It would offer the resident £170 compensation for the inconvenience caused, its poor communication and the failure to meet its service levels.
The works were completed on 21 February 2024 apart from the seals around the window.
The council told the landlord on 8 April 2024 that the resident was unhappy with the work that had been carried out. In particular, it noted he believed the plastering work was not done correctly and the brickwork that was exposed was damp.
The landlord issued its final complaint response on 30 April 2024 and said:
1. It visited the resident’s home on 7 December 2023 following his report of damp and mould on 28 November 2023. A schedule of works was identified during the visit which included replacing the extractor fans, sealing the window, applying a mould wash to the kitchen wall and fitting a thermal board to the bedroom wall.
2. Further works were identified during the joint visit carried out with the council on 25 January 2024. This included hacking off and replastering the bedroom wall, replacing the front door lock cylinder and connecting ducting to the bathroom extractor fan.
3. The identified works were completed on 21 February 2024 apart from the window trims. This was because the operative needed more time.
4. Further repairs were identified during a visit on 18 April 2024. This included plastering 2 small areas around the new extractor fans, fixing new skirting boards in the bedroom and refixing the beading on the inside of the window. This work was scheduled to take place on 23 April 2023.
5. Ventilation would be installed in the hallway on 30 April 2024.
6. The radiators were working during the visit, but it would arrange for them to be checked given the resident’s concerns that the property was cold during the winter months. Its contractor attended on 26 April 2024 but was unable to gain access. A further appointment had been arranged for 2 May 2024.
7. It would not replace the resident’s damaged possessions as he should have had contents insurance in place.
8. It would increase its offer of compensation from £170 to £600.

Post complaint events

The seals around the window were replaced on 24 April 2024. The resident told the landlord on 8 May 2024 that there was still damp and mould in his property. The landlord arranged an appointment for a further mould wash to be carried out on 12 June 2024. The resident agreed on 22 May 2024 that the ventilation unit could be installed on 13 June 2024.
The mould wash was not completed on 12 June 2024. The landlord said this was because the resident would not allow it to carry out the work. The resident said the work was not done because there was still wallpaper on the wall. He also said there was a crack in the external wall and he believed water was entering the property through it. He told the landlord on 13 June 2024 that the plaster had blown in the living room. The ventilation unit was installed on 13 June 2024.
The landlord arranged to visit the resident’s home on 18 June 2024, but the appointment was cancelled by the resident. A further appointment was arranged for a surveyor to visit the resident’s home on 19 June 2024, but it did not go ahead because the resident said he had an emergency. The landlord booked another appointment for 26 June 2024.
The resident’s complaint was accepted by this Service on 28 May 2024. He said the issue with damp in his bedroom had been resolved but the mould had spread to the living room. He noted he was still sleeping on the settee in the living room as his mattress was covered in mould and he could not afford to buy a new one. He also said the landlord had recently hacked off the plaster in the living room and he was waiting for the walls to be screed. He confirmed the landlord had laid new insulation in the roof space and the external wall was pointed but the radiators had still not been flushed.

Assessment and findings

The landlord’s handling of the resident’s requests for repairs

The housing records confirm the resident contacted the landlord on 12 January 2023 and said there was a gap in the window and this was making his flat cold. The landlord was placed on notice at this point and had an obligation to carry out the repair in accordance with the resident’s tenancy agreement. This says the landlord will keep the property in repair, as set out in section 11 of the Landlord and Tenant Act 1985. Reactive repairs are completed within 28 days.
While the landlord raised a repair on the same day and booked an appointment for 7 February 2023 in accordance with its repairs policy, there is no evidence it considered the resident’s personal circumstances and whether it needed to prioritise the work. Its repairs policy says it will make reasonable adjustments to carry out repairs where it is identified a resident is vulnerable. This meant the landlord failed to consider its obligations under the Equality Act, 2010. This was a failure on the part of the landlord.
The landlord visited the resident’s home on 7 February 2023 but was unable to complete the repairs. It said this was because a joiner was needed to inspect the seals around the windows and a roofer required to check the insulation in the loft space. The landlord’s failure to correctly diagnose the repair and send the correct tradesperson was not in accordance with its repairs and maintenance service standard. This says it will ‘‘ask the right questions to make sure it fully understands the problem so that it can send out the right team to fix it.’’ The failure to send the correct tradesperson caused the resident inconvenience and was not in accordance with the landlord’s repairs policy which says it adopts a ‘‘right first-time ethos.’’
There is no evidence a follow up job was raised at this point. This meant the landlord did not meet its obligations under the resident’s tenancy agreement.
The housing records confirm the resident contacted the landlord on 10 July 2023 regarding the outstanding repairs. It was appropriate for the landlord to arrange for the loft space to be inspected and the window checked on the same day. It booked an appointment for 7 August 2023 in accordance with its repairs policy.
There is no evidence the landlord attended the appointment on 7 August 2023, offered the resident an explanation on why it did not turn up or tried to rearrange the appointment. This was a failure on the part of the landlord.
The resident’s support worker contacted the landlord on 21 August 2023 and noted that no one had contacted him. While the landlord responded on the same day and said an appointment had been booked for 22 September 2023, this was outside the timescales set out in its repairs policy. There is also no evidence it considered whether it needed to prioritise the visit in accordance with its repairs policy. This was a failure and again meant the landlord did not consider its obligations under the Equality Act 2010.
The landlord did not attend the appointment on 22 September 2023. It said this was because of the number of emergency repairs it had to complete on that day due to the bad weather. While it was reasonable for the landlord to try and contact the resident twice, the cancelled appointment caused him inconvenience, led to further delays and meant it did not meet its obligations under his tenancy agreement. This was a failure on the part of the landlord. A further appointment was made for 13 October 2023. It was appropriate for the landlord to make a referral to the council’s safeguarding team given the resident said he wanted to take his own life.
The landlord visited the resident’s home on 13 October 2023 to inspect the seal around the windows, but it was unable to complete the work. It said this was because a joiner was required. The landlord’s failure to send the correct tradesperson caused the resident inconvenience and was not in accordance with its repairs policy.
The housing records confirm the landlord arranged an appointment on 15 October 2023 to check the seals around the windows on 17 January 2024. This was not in accordance with the timescales set out in the landlord’s repairs policy, and therefore a failing.
There is no evidence the landlord responded to the letter sent by the council on 5 December 2023 in which it noted it had received a complaint from the resident regarding the window. It is unclear why the landlord raised a further repair to seal the window on 12 December 2023 with an appointment for 22 January 2024, given a job had already been raised on 15 October 2023. This caused confusion.
The housing records confirm the landlord attended the appointment booked for 17 January 2024, but it was unable to complete the work. It said this was because it needed more time to complete the repair and extension ladders were required. This was a failure, caused the resident further inconvenience and was not in accordance with the landlord’s repairs policy.
A joint inspection of the property took place with the council on 25 January 2024 after it served a notice of entry on the landlord on 18 January 2024. While the landlord did not share a copy of the inspection form with this Service, a number of repairs were ordered following the visit. This included removing the seals around the window, filling the window surround with foam and fitting UPVC window strips. It also agreed to replace the front door lock cylinder. It told the council on 6 February 2023 that the work would be completed on 21 February 2024. An update was provided to the resident on 7 February 2024.
It was appropriate for the landlord to apologise for the inconvenience caused in its stage 1 complaint response on 12 February 2024. It offered the resident £170 compensation although it is unclear if this related to the issues with the window or the problems with damp and mould, or both. This offer of compensation was not proportionate in the circumstances given the issues experienced by the resident. It was reasonable for the landlord to agree to flush the radiators once all the work was completed given the resident’s concerns. This demonstrated it wanted to put things right for him.
The housing records confirm the front door lock was replaced on 21 February 2024. The landlord did not, however, complete the repairs to the window. It said this was because it needed more time to complete the work. This was a further failure and caused the resident inconvenience. A further appointment was booked for 23 April 2023 and the work was completed on this date.
It was appropriate for the landlord to apologise for the inconvenience caused in its final complaint response on 30 April 2024. It increased its offer of compensation from £170 to £600, but again it is unclear if this related to the issues with the window or the problems with damp and mould, or both. It also confirmed it was not responsible for replacing the resident’s damaged possessions and noted that residents should have their own contents insurance. This was in accordance with the landlord’s compensation policy.
When considering how a landlord has responded to a complaint, this Service considers not just what has gone wrong, but also what the landlord has done to put things right in response to the complaint. This includes the steps the landlord has taken to address the shortcoming and prevent a reoccurrence, as well as any compensation offered. In this case, the landlord has failed to demonstrate that it learnt from the complaint. This Service’s dispute resolution principles encourage landlords to not just resolve the immediate complaint, but to learn from outcomes in order to improve its wider service delivery.
In summary, the landlord did not correctly diagnose the repairs at the outset, it sent the wrong tradespeople and failed to take the appropriate equipment on several occasions. It also failed to consider its obligations under the Equality Act 2010 and did not attend prebooked appointments. This led to significant delays in completing the repairs to the window. The landlord’s communication with the resident was poor at times and there is no evidence it took any learning from the complaint. It is evident the situation caused the resident distress and inconvenience. While the landlord offered compensation, it has not been possible to establish what proportion was attributed towards the resident’s complaint about repairs. In this case, there was maladministration by the landlord in its handling of the resident’s request for repairs.

The landlord’s handling of the resident’s reports of damp and mould

In considering the landlord’s response to the issue of damp and mould, it is noted that the resident has referred to a possible impact upon his health. While these concerns have been referenced in this report, it should be noted that this Service is not in a position to make findings about the possible impact of the issues under investigation on a resident’s health, as this would be more appropriate for a court or the landlord’s insurer to consider. In this respect, the resident is advised to seek legal advice if he wishes to take his concerns further.
It is important to note that accurate record keeping is essential and helps ensure landlords meet their repair obligations. It also ensures accurate information is provided to residents. As a member of the Housing Ombudsman Scheme, the landlord also has an obligation to provide this Service with sufficient information to enable a thorough investigation to be undertaken. In this case, the records provided by the landlord were confusing and its poor record keeping has made it difficult to determine whether its actions were fair in the circumstances.
The landlord’s damp, mould and condensation policy confirms it is responsible for diagnosing damp and mould and taking remedial action to address reports made by its residents. The landlord also has an obligation to ensure it complies with the Housing, Health and Safety Rating System (HHSRS). The HHSRS does not specify any minimum standards, but it is concerned with avoiding, or minimising potential health hazards. Damp and mould are potential hazards that can fall within the scope of HHSRS. Landlords should be aware of their obligations under HHSRS and are expected to carry out additional monitoring of a property where potential hazards are identified. Whilst reasonable timescales are not defined in law, the potential health risks from damp and mould are significant.
The housing records confirm the resident told the landlord on 18 January 2023 that his home was damp. There is no evidence the landlord acknowledged the resident’s report or arranged for the property to be inspected. This was not in accordance with the landlord’s damp, mould and condensation policy. This says it will identify the cause of damp in its properties and order remedial works where required. The lack of engagement around the potential damp issue was also contrary to the approach required under the HHSRS and the Ombudsman’s spotlight review on damp and mould. This says landlords should take ‘’proactive interventions’’ in their approach to diagnosing damp and mould.
The resident’s support worker contacted the landlord on 21 August 2023 and noted that the property was damp and the situation was having an impact on his health. They also noted that no one had contacted the resident. The landlord responded on the same day and said an appointment had been booked for 22 September 2023. This was not in accordance with the timescales set out in the landlord’s damp, mould and condensation policy. This says it will diagnose reports of damp and order repairs within 21 days. This was a failure by the landlord. There is no evidence the landlord considered whether it needed to prioritise the visit in accordance with its repairs policy. This was a further failure and meant the landlord did not consider its obligations under the Equality Act 2010.
It is unclear from the housing records when the landlord carried out an inspection of the property and it has not provided this Service with a copy of the inspection sheet. This was a failure and demonstrates poor record keeping on the part of the landlord. The housing records confirm, however, that a number of repairs were ordered on 15 October 2022. This included replastering the rear bedroom wall and rear kitchen wall, replacing the extractor fans in the kitchen and bathroom and applying a mould wash. While an appointment was arranged for 17 January 2024, this was not in accordance with the timescales set out in the landlord’s damp, mould and condensation policy.
There is no evidence the landlord responded to the letter sent by the council on 5 December 2023 in which it noted that it had received a complaint from the resident regarding excess cold and damp and mould in the property. This was a failure. It said it carried out a damp inspection on 7 December 2023 but no details about the visit were provided to this Service. This was a further failure and demonstrates poor record keeping on the part of the landlord.
The housing records confirm a number of repairs were ordered on 12 December 2023. This included fitting a thermal board to the rear bedroom wall, applying a mould wash to the rear kitchen wall and replacing the extractor fans in the bathroom and kitchen. It is unclear why the landlord decided that it no longer needed to replaster the kitchen wall and suggest the initial diagnosis was incorrect. An appointment was arranged to complete all the work on 17 January 2024 in accordance with the landlord’s damp, mould and condensation policy.
The housing records confirm the landlord visited the resident’s home on 17 January 2024 but was unable to do the work. It said this was because a radiator needed to be disconnected and the thermal boards were not in stock. The failure to complete the work caused the resident inconvenience and was not in accordance with the landlord’s repairs policy which says it adopts a ‘‘right first-time ethos.’’ It also supports the resident’s view that the landlord was not taking his reports seriously and is further evidence that it did not adopt a proactive approach in seeking to resolve the issue for the resident.
The resident told the landlord he did not want the work completing until an inspection had been carried out. He also said the damp and mould was making him ill and had damaged his possessions. There is no evidence the landlord advised the resident at this point that it would not consider his request for compensation or advised him to make a claim under his home contents insurance policy in accordance with its compensation policy. This was a failure on the part of the landlord.
A joint inspection of the property took place with the council on 25 January 2024 after it served a notice of entry on the landlord on 18 January 2024. It told the council on 6 February 2023 that the schedule of identified works was due to be completed on 21 February 2024. This included replastering the rear bedroom wall and replacing the kitchen and bathroom extractor fans. It also noted the radiator in the bedroom would need to be removed and refitted following the plastering work and it had agreed to arrange for the radiators to be flushed.
It was appropriate for the landlord to apologise for the inconvenience caused in its stage 1 complaint response on 12 February 2024. It said it had learnt from the complaint but did not provide any details on the steps it had taken to prevent the problem from reoccurring. Its offer of £170 compensation was not fair in the circumstances given the delays and inconvenience experienced by the resident.
The housing records confirm the work was completed on 21 February 2024; some 13 months after the resident first reported issues with damp and mould in his property. The landlord increased its offer of compensation from £170 to £225 on 22 February 2024. It also advised the resident it would not cover the cost of any damage to his possessions and he would need to make a claim under his home contents insurance policy. While this was in accordance with the landlord’s compensation policy, it would have been reasonable for it to have referred the matter to its insurer so a decision could be made regarding liability. This was a failure on the part of the landlord. The resident told the landlord he did not have any household insurance cover.
There is no evidence the landlord arranged to monitor the property following the completion of the work. This is contrary to the approach required under the HHSRS and the Ombudsman’s spotlight review on damp and mould.
The resident told the landlord on 14 March 2024 that there were still issues with damp and mould in the property. He said there was ‘‘white fur growing on the walls’’ and he had to sleep on the settee. While the landlord offered to arrange for a further damp wash on the same day, there is no evidence it carried out an inspection of the property. This was not in accordance with the landlord’s damp, mould and condensation policy and meant it did not take a proactive approach to managing the situation. The resident declined the offer of a further mould wash and said he wanted a surveyor to visit.
The housing records confirm a repair was ordered on 18 March 2024 to hack off and replaster the right-hand bedroom wall, although it is unclear on what basis this decision was made. The need to carry out further work caused the resident further inconvenience. There is no evidence it explained the position to the resident. This was not appropriate. This Service’s spotlight review on damp and mould highlights the importance of landlords clearly communicating with residents and sharing relevant information to ensure they have confidence in it and understand the next steps. This includes explaining if follow up work is required and providing a clear timetable for any future works.
The housing records confirm an appointment was arranged for 23 April 2024. The landlord also arranged for a ventilation unit to be installed in the hallway and said this was because the mould kept coming back. It agreed to do this on 26 April 2024. It also noted the resident did not use the central heating system and stored wet fishing tackle in the property. There is no evidence it discussed its concerns with the resident or offered any advice on managing mould and controlling condensation. The landlord’s damp, mould and condensation policy says it will do this. This was a failure on the part of the landlord.
The housing records confirm the landlord visited the resident on 18 April 2024 and agreed to fix new skirting boards in the bedroom and to plaster 2 small patches around the new fans. This work was completed on 23 April 2024.
It was appropriate for the landlord to apologise for the inconvenience caused in its final complaint response on 30 April 2024. It noted an appointment had been made to check the radiators given the resident’s concerns about the heating and confirmed its position with regards to his damaged possessions. This was appropriate. The landlord also increased its offer of compensation to £600, although it is unclear if this related to the damp or issues with the window, or both.
The ventilation unit was installed on 13 June 2024.
In summary, the landlord did not take a proactive approach to the resident’s reports of damp and mould. There were delays in diagnosing the cause of the damp and it took the landlord over 13 months to carry out the work from the point when the resident first raised concerns. Its communication with the resident was also poor at times. It is evident the situation caused the resident distress and he was concerned about the implications of the damp and mould on his health. While the landlord offered compensation, it has not been possible to establish what proportion was attributed towards the resident’s complaint of damp and mould. A breakdown would have helped the resident to understand how the figure was reached and enabled them to reach a conclusion as to whether they believed the offer made was fair.
We encourage landlords to self-assess against the Ombudsman’s spotlight reports following publication. In October 2021, we published our spotlight on damp and mould. The evidence gathered during this investigation shows the landlord’s practice was not in line with that recommended in the Spotlight report. We encourage the landlord to consider the findings and recommendations of our Spotlight report unless the landlord can provide evidence it has self-assessed already. In this case, there was maladministration by the landlord in its handling of the resident’s reports of damp and mould.

The landlord’s handling of the resident’s complaint

The housing records confirm the council told the landlord on 5 December 2023 that it had received a complaint from the resident about the condition of his property. There is no evidence the landlord responded to the council or contacted the resident to discuss his concerns in more detail. Neither did it raise a complaint at this point. This was a failure and led to delays in resolving the resident’s concerns.
The landlord said the resident made a complaint on 23 January 2024 but did not provide this Service with a copy of his complaint. This was a failure and indicates poor record keeping on the part of the landlord.
The complaint was acknowledged on 31 January 2024 and the landlord said it would provide a response by 6 February 2024.
The landlord contacted the resident on 7 February 2024 to discuss his complaint and the outcomes he was seeking. While this was in accordance with the landlord’s complaints policy and the Ombudsman’s complaints handling code, it did not do this until a day after the complaint was due to be sent out. It did not issue its stage 1 complaint response until 12 February 2024. This was outside the 10-working day target set out in the landlord’s complaints policy. This was a failure.
The housing records confirm the resident asked for his complaint to be escalated on 14 February 2024. This was not acknowledged until 15 March 2024 and was not in accordance with the landlord’s complaints policy. This says it will acknowledge complaints within 5 working days. There is no evidence the landlord sought to understand the resident’s complaint or the outcomes he was seeking. This was a failure. The landlord said it would provide a response by 16 April 2022.
The landlord contacted the resident on 16 April 2022 and said it needed to visit his home and complete an inspection. It said it would provide its final complaint response by 25 April 2024.
The landlord did not issue its final complaint response until 30 April 2024. It said it contacted the resident on 25 April 2024 to discuss his complaint in more detail, but no information was provided to this Service about the telephone call. While the landlord offered an apology and compensation for the mistakes it made, it did not identify any learning from the complaint. This was a failure and a missed opportunity.
In summary, the landlord did not follow its complaints policy at times and there were delays in issuing its complaint responses. It also failed to identify any learning from the complaint. It is evident the situation caused the resident inconvenience and distress. In this case, there was maladministration by the landlord in its handling of the resident’s complaint.

Determination

In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of the resident’s requests for repairs.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of the resident’s reports of damp and mould.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of the resident’s complaint.

Orders

Within 4 weeks of the date of this report, the landlord is ordered to apologise to the resident for the failings set out in this report. A copy of the apology letter must be shared with this Service.
Within 4 weeks of the date of this report, the landlord is ordered to pay the resident £1,400 compensation. This must be paid directly to the resident and made up as follows:
1. £200 for the distress and inconvenience caused to the resident by its handling of his requests for repairs.
2. £500 for the distress and inconvenience caused to the resident by its handling of his reports of damp and mould.
3. £100 for the distress and inconvenience caused to the resident by its handling of his complaint.
4. £600 previously offered to the resident by the landlord, if not already paid.
Within 4 weeks of the date of this report, the landlord is ordered to contact the resident and clarify the position with regards to completing the outstanding plastering work in the living room. An update must be provided to this Service.
Within 4 weeks of the date of this report, the landlord is ordered to contact the resident and clarify its position with regards to arranging for the radiators to be flushed.
In accordance with paragraph 54(g) of the Housing Ombudsman Scheme, the landlord is ordered to undertake a review of this case within 12 weeks of the date of this report. A summary of the review findings must be shared with the resident and this Service. The review must include (but is not limited to):
1. A review of its record keeping practices in relation to damp and mould, with reference to the Ombudsman’s spotlight review on knowledge and information management.
2. A review of its management oversight arrangements on reports of damp and mould.
3. A review of its working practices and staff training arrangements in relation to the failings set out in this report to ensure it better responds to its vulnerable residents and meets its obligations under the Equality Act, 2010.