Ombudsman urges change after ‘inexcusable’ window repair cases

The Housing Ombudsman has published its latest “learning from severe maladministration” report, which is focused on complaints about windows.

The report, which comes a year after the ombudsman wrote to all chief executives about his concerns on the topic, identified failings to conduct risk assessments, repairs being delayed in favour of later major works, and poor communication.

More than half the cases referenced in the report include children.

In one case a mother was unable to close windows for three years, despite concerns about the risks to her children. In another, a child’s bedroom window was boarded up for four years. 

Several cases involve residents using duct tape to hold the windows together. In one case, replacements for windows found to be unsafe were deferred for major works not planned until the mid-2030s.

Richard Blakeway, Housing Ombudsman, said the 34 cases made for “grim reading” and encouraged landlords to “move towards predictive rather than responsive repairs”.

“Replacing windows can be complex and costly for landlords. But there can be no justification for the conditions some residents have endured,” he said.

“Crucially, we repeatedly see a failure to connect the circumstances of the household to the condition of the property. Reports of the risk of falling, fire safety, and exposure to cold and damp and mould are not always heeded by landlords. Nor are health conditions factored into the landlord’s response.

“The reformed Decent Homes Standard is a welcome move towards a better outcome for residents around window repairs. But we should not need a new standard to see that leaving a child with a boarded-up bedroom window for several years is inexcusable.”

A total of 16 landlords, both local authorities and registered providers, were named in the report.