The Housing Ombudsman found maladministration in the Royal Borough of Kingston upon Thames’ handling of damp and mould and the related complaint.
What went wrong
The landlord repeatedly failed to identify and resolve the cause over a 19-month investigation period. Records were missing or lacked sufficient detail, repairs were not completed within policy timescales and the resident continued living with the effects.
The stage-two response was almost identical to stage one, with only minor additions. The Ombudsman concluded that it did not demonstrate the independence or tailored reconsideration expected at the second stage.
The remedy
Orders included a specific apology, a written inspection report addressing habitability, hazards, possible temporary accommodation, root cause, scope of works and timescales, plus £700 compensation.
Black Sheep evidence lesson
When a stage-two response repeats stage one, produce a comparison table. Put every unresolved point beside the wording used at both stages, the missing evidence and the answer required. For repair cases, record not only attendance dates but findings, promised works and whether the root cause was actually removed.