Onward Homes Introduces New Processes After Vulnerable Family Left Living with Multiple Hazards

Imagine living in a home where damp, mould, and mites are a daily reality. Now, picture this scenario dragging on for nearly two years, with your children’s health deteriorating as a result. This was the harsh reality for a vulnerable family whose case has prompted Onward Homes to overhaul its approach to handling reports of damp, mould, and other hazards. As Awaab’s Law expands later this year, this case serves as a timely reminder for all social housing professionals to reassess their processes and ensure tenant safety and well-being are prioritised.

The Case That Sparked Change

The Housing Ombudsman found severe maladministration in this case, where Onward Homes failed to address multiple hazards in a property for nearly two years. The family repeatedly reported issues such as damp, mould, and mites, highlighting the impact on their children’s physical and mental health. Despite letters from medical professionals and concerns raised by a social worker, the landlord’s response was inadequate.

Surveys revealed structural problems with the roof, guttering, and insulation, confirming that the family was living with several hazards simultaneously. While the landlord carried out mould washes and some repairs, it failed to address the underlying causes. Notably, there was no formal record of considering temporary relocation for the family during repairs. Despite recommendations, the problems persisted, and the case was closed without resolution.

Lessons Learned and New Processes

Following a senior management review, Onward Homes has introduced significant changes to its procedures. These changes align with the upcoming expansion of Awaab’s Law, which will extend requirements to other hazards beyond damp and mould. Here’s what the landlord is now doing differently:

1. Formal Internal Procedures

Reports of damp and mould now automatically activate a formal internal procedure. Staff have received training on identifying and targeting damp and mould, associated risks, and household vulnerabilities.

2. Temporary Moves (Decants)

The process for temporary relocations has been updated, including how the need for such moves is recorded and considered when significant hazards are present.

3. Enhanced Support for Vulnerable Households

Vulnerable households are now referred to support services or neighbourhood teams when a complaint is made. This ensures that tenants receive the assistance they need promptly.

4. Comprehensive Record-Keeping

Every survey outcome is recorded, and a contractor checklist is used for damp or pest inspections. Vulnerable households and unresolved complaints are flagged as high risk for senior oversight.

5. Resident Confirmation Before Case Closure

A verification step and resident confirmation are now required before closing a case, ensuring that issues are fully resolved.

6. Ongoing Reviews

A 12-month review across properties will be carried out to identify lessons learned and areas for further improvement.

Practical Insights for Housing Professionals

This case underscores the importance of proactive management and robust processes in social housing. Here are some actionable steps for housing professionals:

• Training is Key: Ensure staff are trained to identify and address damp, mould, and other hazards effectively. For more resources, visit our Resources section.
• Record Everything: Maintain comprehensive records of all visits, surveys, resident contact, and decisions. This transparency can prevent oversights and ensure accountability.
• Support Vulnerable Tenants: Develop clear protocols for referring vulnerable households to support services. Learn more about Supported Housing options on our platform.
• Regular Reviews: Conduct periodic reviews of your properties to identify and address recurring issues.

Conclusion

The Onward Homes case is a stark reminder of the critical role housing professionals play in ensuring tenant safety and well-being. As Awaab’s Law expands, it is imperative to adopt robust processes and prioritise tenant health and safety. By learning from this case and implementing proactive measures, landlords can prevent similar situations and provide better living conditions for their tenants.

For more insights and resources on managing social housing effectively, explore our Blog and Resources sections.

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