We investigated a complaint from Mrs A about whether the Council responded appropriately to reports of damp and mould made by her since 2009.
The investigation identified a number of shortcomings in the way the Council approached repeated reports of damp and mould, particularly in the bathroom, the cumulative effect of which amounted to maladministration. The Council failed to identify a recurring issue over many years and applied the same solution without investigating other possible causes. This was not in accordance with the principles of its Damp and Mould Policy, including investing in both preventative and reactive measures. Furthermore, the failure to document details of damp surveys after 2019 and the outcomes of loft inspections, or carry these out when indicated, are likely to have delayed the identification of a roof leak and wet insulation which potentially allowed damage to occur for much longer than it should have. In addition, the failure to implement some of the initiatives outlined in its own literature and required by the Welsh Housing Quality Standard meant that the bathroom ventilation was not of a standard it should have been.
The impact of this maladministration meant that Mrs A had to repeatedly raise the same repair issue over a significant amount of time, which was an injustice to her and her family over a prolonged period. Mrs A’s complaint was upheld. The Council agreed to implement a number of recommendations including an apology, financial redress for the inconvenience and distress caused, review the schedule of identified works and complete any outstanding actions, arrange a further damp survey and complete and publish its new repairs policy.