Spotlight report on damp and mould – it’s not a lifestyle

Published in October 2021

Report summary

Damp and mould can be a complex and often frustrating issue. We recognise that some landlords are being proactive and that governing bodies are scrutinising approaches. This report aims to support these actions.

We have noted 2 key systemic issues that persist in cases across our casebook.  

  •  over reliance on residents 
  •  lack of overall responsibility for ensuring complaints are resolved 

It is important for landlords to demonstrate to residents learning from damp and mould complaints. The Ombudsman would encourage landlord staff and managers to review the case studies and learning provided in this report, actively consider how they would have responded to the case and whether as an organisation they would have made the same mistakes. 

What is in the damp and mould report?

There are 4 chapters in the report that look at:

  • from reactive to proactive 
  • from inferring blame to taking responsibility 
  • from disrepair claims to resolution 
  • from complaints to a learning culture 

The full report

The full report is available to view or download as a pdf.

View and download the full report (PDF)

 

Further learning on damp and mould

Damp and mould key topics page

Damp and mould is a reoccurring issue that continually arises in our case work

Residents and landlords can use this page to find out more about this key topic including guidance, spotlight reports, and training options for landlords. 

Damp and mould resources (opens in a new tab)

View more Spotlight reports

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Spotlight report on repairs and maintenance

This report reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.

 

Repairing trust report (opens in a new tab)
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Spotlight report on attitudes, respect and rights

This report explores how current approaches for the sector are not working for residents with a vulnerability. With the need for a Royal Commission to create a long-term plan for social housing.

 

Attitudes, respect and rights report  (opens in a new tab)

Spotlight report on knowledge and information management

This report reveals how landlord’s services can be held back by weaknesses in data and information. Calling for a need for better data systems to prevent simple service requests turning into lengthy complaints.

 

Knowledge and information report (opens in a new tab)
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