Onward Homes overhauls damp and mould procedures after ombudsman finds family left living in hazardous conditions

Onward Homes has cahnged the way it responds to reports of damp and mould after the Housing Ombudsman found a family in one of its properties was left living with multiple hazards for two years.

According to the watchdog’s report, the family reported damp, mould and mites to the Liverpool-based landlord several times. They highlighted the impact these hazards were having on their children’s physical and mental health, which was supported by letters from doctors and concerns raised by a social worker.

Surveys found structural problems with the roof, guttering and insulation and that the family were living with multiple hazards at once.

In response, the 35,000-home landlord carried out mould washes and some repairs and continued to treat the mites without identifying the underlying cause of unresolved damp and mould.

There was also no formal record of consideration for the family to be temporarily moved to alternative accommodation while works were being carried out.

The landlord ultimately closed the case without resolution despite the problems in the property persisting.

The complaints were made before Awaab’s Law came into force. Following a senior management review of the case, the landlord has now brought its processes in line with legal requirements, including the need to address damp, mould and emergency hazards to strict timeframes.

Staff have also received training on identifying damp and mould, associated risks and any vulnerabilities in the household, while Onward Homes’ temporary moves processes have been updated.

The case report said: “This case highlighted shortcomings in pace, coordination and communication.

“The landlord accepts the findings, has apologised, and has used the learning from this case to drive meaningful service improvements. The focus going forward is on early diagnosis, stronger case ownership, and ensuring residents: particularly those who are vulnerable - receive a timely, caring, empathetic and effective service.”