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Housing Ombudsman concerned over ‘weak’ heating and hot water contracts
The Housing Ombudsman has expressed concern over hot water and heating contracts which leave social landlords in a “weak position” to resolve issues.
In the third of its thematic ‘Spotlight’ reports, the complaints arbitration service also said the sector needs to place greater focus on getting heating and hot water repairs “right first time”.
Among the 211 complaints about heating and hot water issues investigated by the ombudsman between April 2019 and September 2020, complaint handling “was often poor”, the report said, even in cases where landlords dealt with the repair issue.
In total, 31% of the investigations resulted in findings of maladministration by the landlord.
But the maladministration rate rose to 60% for cases involving complaint handling or district heat networks, according to the report.
The rate was also higher for complaints involving gas safety inspections, at 38%.
Poor record-keeping often led to failures to keep appointments or keep residents updated, it said, while operatives turning up to jobs without the right tools, parts or skills meant issues were not solved at the first time of asking.
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“A particular concern is the promptness of landlords’ actions, given the significant impact of problems during the colder winter months – or the circumstances of the household, such as their health, vulnerabilities or having young children,” the report added.
In one case, where the landlord has not been named, an 89-year-old tenant was left unable to wash properly for five weeks after being left without hot water.
At least two appointments were missed, with the wrong parts ordered for the third.
As the appointments were booked for any time between 8am and 5pm, the tenant had to miss medical appointments and religious events as he waited in his cold home all day for a repair worker.
In another case where a biomass boiler serving 39 mostly older or disable residents’ homes broke down 24 times over two winters, the ombudsman found that the landlord’s contract with the provider included no penalty clauses or performance monitoring.
Among 40 recommendations, the ombudsman urged landlords to “ensure that any contracts with providers or maintenance companies are robust”.
Housing ombudsman Richard Blakeway said: “A warm home and hot water are basic needs for any household and especially so during the colder winter months given the very serious risk to health and well-being.
“Our investigations repeatedly found a failure to put things ‘right first time’, which in some cases involved contractors working on behalf of the landlord.
“These failures are unacceptable. Where contractors are involved the responsibility and accountability rests with the landlord – it is their maladministration.”
The report included a table showing the nine landlords with two or more maladministration findings for issues covered in the report over the relevant 18-month period, ranked by the number relative to their stock size.
Hammersmith & Fulham Council topped the table, followed by Southern Housing Group, Orbit, Camden Council and Birmingham City Council.
These were followed by Southwark Council, Clarion Housing Group, Together Housing and Notting Hill Genesis, in that order.
Combined, the nine landlords accounted for 54% of all maladministration findings on the issues covered by the report.
The Housing Ombudsman made 158 orders in total following investigations during the period covered by the report, including 108 compensation orders totalling £58,486.
All landlords named have been contacted for comment.
A spokesperson for Camden Council said: “We are committed to providing the best standard of living and safety for our residents and, while it was disappointing to receive these judgements, we have since taken swift action in response.
“Any recommendations given by the Ombudsman have been incorporated as we have carried out improvements and a restructure of our service.
“The restructure includes a new Property Customer Services and Engagement Team who are providing a better quality of service for our residents.”
Update: at 10.58am 17/02/21 a comment from Camden Council was added to the story
Social landlords with multiple maladministration findings for heating and hot water-related complaints between April 2019 and September 2020
| Landlord | Maladministration findings | All findings | Maladministration rate | Number of homes (approx) | Per 10,000 homes |
| Hammersmith and Fulham Council | 3 | 5 | 60% | 17,000 | 1.76 |
| Southern Housing Group | 4 | 8 | 50% | 29,000 | 1.38 |
| Orbit Group | 4 | 5 | 80% | 42,000 | 0.95 |
| Camden Council | 3 | 6 | 50% | 32,000 | 0.94 |
| Birmingham City Council | 6 | 8 | 75% | 66,000 | 0.91 |
| Southwark Council | 5 | 9 | 56% | 55,000 | 0.91 |
| Clarion Housing Association | 7 | 14 | 50% | 120,000 | 0.58 |
| Together Housing Association | 2 | 3 | 67% | 38,000 | 0.53 |
| Notting Hill Genesis | 2 | 8 | 25% | 61,000 | 0.33 |
