ao link
Twitter
Facebook
Linked In
Twitter
Facebook
Linked In

You are viewing 1 of your 1 free articles

Social landlords must consider the needs of their residents when responding to the cladding crisis

The cladding crisis is a huge challenge for the social housing sector, but residents must be put first. We have identified three steps to make it happen, writes Richard Blakeway

Linked InTwitterFacebookeCard
Picture: Getty
Picture: Getty
Sharelines

The cladding crisis is a huge challenge for the social housing sector, but residents must be put first. We have identified three steps to make it happen, writes Richard Blakeway #UKhousing #EndOurCladdingScandal

Unlike a regulator that seeks compliance, an ombudsman is concerned with fairness – and at the heart of the cladding crisis there exists extreme unfairness. And the longer it persists, the greater the sense of unfairness grows.

Unquestionably, residents – facing extremely difficult circumstances through no fault of their own – will feel this sense of injustice most. Social landlords too will identify unfairness as one party responding to lenders, surveyors and government. But, above all, landlords should consider their residents.

In this complex picture, what is the ombudsman’s role? In making our decisions on individual cases we have been clear about what it is reasonable to hold landlords responsible for, and however difficult the situation is for landlords it is infinitely worse for any resident living in a home affected by this crisis.


READ MORE

Landlords must do more to consider individual residents’ circumstances with cladding complaints, says ombudsmanLandlords must do more to consider individual residents’ circumstances with cladding complaints, says ombudsman
Housing association cross-subsidy profits could be subject to developer cladding taxHousing association cross-subsidy profits could be subject to developer cladding tax
How well has the sector responded to cladding remediation and a renewed focus on building safety?How well has the sector responded to cladding remediation and a renewed focus on building safety?

Our casework underlines the extraordinary lengths residents are taking to overcome the barriers preventing them re-mortgaging, staircasing or selling and it is this aspect of the building safety crisis our report focuses on.

While I am acutely aware the limitations of our jurisdiction mean that in this situation our remedies may not always provide complete resolution, our decisions can make a difference and ensure a resident’s voice is heard.

The report provides the main lessons from our casework where, overall, our maladministration rate has been 88%. It sets out our central concern that residents’ individual circumstances are being lost because of the enormity of the challenge facing social landlords.

While our evidence is just one piece of the jigsaw, our unique and entirely independent perspective as an ombudsman means it provides important lessons and practical recommendations for areas that are within the landlords’ control.

We set out three main actions. First, it is clear that most landlords are taking a risk-based approach to inspections and, while this is rational, these plans do not appear to adequately consider the broader implications for all residents, especially those living in buildings below 18 metres. We believe it is essential for landlords to provide a clear roadmap – with timescales – to all residents.

Second, effective communication is vital, and landlords need to assure themselves that their strategy for this is robust, well-resourced and proactive. The risk otherwise is increased frustration and deterioration of the resident and landlord relationship. This extends to being open and transparent about long-term plans.

“Most landlords are taking a risk-based approach to inspections and, while this is rational, these plans do not appear to adequately consider the broader implications for all residents”

Finally, landlords should always address the individual circumstances presented in a complaint and, where appropriate, exercise discretion as they would with other complaints. The longer this crisis continues, the greater the impact will be on individuals’ life chances, finances, mental health and well-being.

Our investigations have found that landlords could do more to respond to an individual resident’s circumstances – which is why, in exceptional cases, we have proposed equity release instead of sub-letting as an appropriate remedy.

This crisis continues to present a challenge for the leadership and reputation of the social housing sector. Every social landlord whose residents are affected should consider the actions proposed.

Richard Blakeway, housing ombudsman

Sign up for our fire safety newsletter

Sign up for our fire safety newsletter
Linked InTwitterFacebookeCard
Add New Comment
You must be logged in to comment.