The Housing Ombudsman found maladministration in St Albans City and District Council’s management of damp and mould, alongside service failure concerning temporary accommodation and complaint handling.
Evidence of urgency
Contractor and survey information described serious conditions and health concerns. The Ombudsman found that the landlord did not act with sufficient urgency, missed repair targets and left the resident in poor conditions for at least five months.
Complaint responses must provide redress and learning
The internal responses did not adequately address the effect on the resident, offer proportionate redress or explain how repeat failure would be prevented. The final orders included an apology, £735 compensation and a review of complaint handling.
Black Sheep evidence lesson
A strong temporary-move request should bring risk evidence together in one place: professional observations, health vulnerability known to the landlord, the work required, whether occupation is practical during works and the exact date a move was first requested. Do not allow this material to remain scattered across repairs notes and emails.