The Ombudsman has launched an investigation into the London Borough of Islington to establish whether continued complaints around damp and mould are indicative of wider failure within the landlord.
Using powers within the Scheme, the Ombudsman will produce a learning report for the landlord at the end of its monitoring period and make recommendations to the landlord where appropriate.
The wider investigation was initiated following a review of the landlord’s casework. Of the cases determined between 1 April 2021 and 31 March 2022, the Ombudsman made four maladministration findings in the five damp, mould and leaks complaints the service investigated.
So far this year, the Ombudsman has found maladministration or reasonable redress, which is where the landlord identifies its own service failure in all the damp, mould and leaks complaints determined.
The landlord featured in the Ombudsman’s Spotlight damp and mould report in October 2021.
Richard Blakeway, Housing Ombudsman, said: “After repeated failures in this area over the past year, I have been alerted to two new damp and mould complaints concerning the landlord that have been assessed as high risk. Under the circumstances, I have instructed my team to expedite these investigations.
“Other cases with us concern similar issues and may indicate a repeated failing. That is why we will be conducting a further investigation using our systemic powers under paragraph 49 of the Scheme to identify areas for the landlord to learn and improve.
“At the end of the monitoring period, we will publish a learning report highlighting any issues we have identified in the cases investigated and make recommendations to the landlord where appropriate.”
