Housing Ombudsman shares learning from windows complaints following ‘inexcusable’ cases

The Housing Ombudsman has published its latest ‘learning from severe maladministration’ report. This report focuses on complaints about windows, a year on from the Ombudsman writing to all chief executives about his concerns.

The report is split into 3 areas we believe landlords should focus on. This includes individual circumstances, major works, and responsive repairs.

The human impact of failings are evident across each area. This includes failings to conduct risk assessments, delaying repairs in favour of later major works, or poor communication. More than half the cases in the report include children.

In one case a mother was unable to close windows for 3 years despite worries about the risks to her children. In another, a child’s bedroom window was boarded up for 4 years. Another case involves of children unable to do schoolwork because of excess cold, as well as experiencing a burglary, with repairs unresolved for 2 years. 

Elderly residents also reported excess cold because window disrepair or residents with health conditions being impacted by these issues.

The landlords named in this report are: