Housing Ombudsman criticises social landlord after child’s bedroom window "boarded up for four years"

The report comes a month after an open letter sent to social housing chief executives, in which the Ombudsman raised concerns about the approaches of landlords to window repairs following more serious findings in cases the Ombudsman had investigated.

The Ombudsman said the purpose of letter had been to highlight the risks of disrepair in windows where works can often end up being delayed because of costs, for multiple years in some cases. It also pointed to the potential hazards and repeated complaints about the physical and mental impact on residents.

Landlords highlighted in the report are:

• Accent Housing
• Camden Council
• Clarion
• Guinness Partnership
• Haringey Council
• Hammersmith and Fulham Council
• L&Q
• Lambeth Council
• Lewisham Council
• Metropolitan Thames Valley
• Notting Hill Genesis
• Stroud Council
• Tower Hamlets Council

Richard Blakeway, Housing Ombudsman, said: “At the crux of this report are stretched resources.

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“Repairing windows can be costly. This can lead to landlords deferring immediate repairs in favour of major works at a later date. But those future works can be volatile and uncertain, leaving residents living with faulty windows for several years. By focusing on the building rather than the individuals living within it, landlords risk overlooking their legal obligations.

“This approach is also normalising delays to key repairs and an increase in complaints about housing conditions. Ultimately, this requires a new and strengthened Decent Homes Standard, and it is welcome the government has committed to one.”

The full severe maladministration report is available here.