PSOW acts after evidence of delays and incinsitency in dealing with damp and mould complaints
The public services ombudsman for Wales (PSOW) is looking into the way two unnamed social housing providers are responding to reports of disrepair in light of evidence suggesting vulnerable groups may be disproportionately affected.
The ombudsman said after reviewing evidence it had concluded the criteria was met to propose two ‘own initiative’ investigations.
The ombudsman’s casework and recent investigations have identified delays and inconsistent responses to complaints about disrepair, particularly damp and mould, often involving vulnerable tenants.
The providers, who PSOW is not naming at this stage, will be able to provide written comments and express their views on the merits of investigating, as well as offered the opportunity to meet to discuss the proposal.
Once this statutory requirement is complete, PSOW will decide whether to proceed to a full investigation.
Own initiative investigations can be initiated by the PSOW when evidence suggests there may be systemic service failure or maladministration, even if service users themselves are not raising complaints.
Michelle Morris, PSOW, said: “Our casework, investigations and the consultation responses show that unresolved disrepair, damp and mould can cause serious harm, especially for vulnerable tenants.
“While the sector is changing, including the updated Welsh Housing Quality Standard coming into force in April 2026, the evidence suggests problems persist. These proposed investigations will identify learning and support improvement, transparency and accountability.”
The PSOW considers that its criteria and public interest tests to launch an own initiative investigation are met in relation to the two housing associations.
It said it will continue to review whether further own initiative investigations are warranted.
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