Onward Homes introduces new processes after vulnerable family left living with multiple hazards
Summary
The Housing Ombudsman reports that Onward Homes has changed its procedures after a severe maladministration finding involving a vulnerable family left in poor conditions for nearly two years. The case involved damp, mould, mites and related structural issues, and the Ombudsman says it illustrates the need for landlords to identify and manage multiple hazards together as Awaab’s Law expands.
Why it matters
For residential property surveyors, the case reinforces the importance of identifying the underlying causes of damp and related defects, not just treating visible symptoms. It also highlights the growing compliance and escalation expectations around hazard reporting, vulnerability, decants and record-keeping.
Key points
- Onward Homes overhauled its damp and mould response after a Housing Ombudsman wider order.
- The family experienced multiple hazards, including damp, mould, mites and structural defects to roof, guttering and insulation.
- The Ombudsman said the landlord failed to consider temporary alternative accommodation and closed the case without resolution.
- New processes include automatic formal procedures, senior oversight, a single evidence bundle and verification before case closure.
- The Ombudsman linked the learning to the expansion of Awaab’s Law and the need to treat properties as a whole.
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