Ombudsman calls on social landlords to improve communication and processes when arranging temporary accommodation

In its latest Learning from Severe Maladministration report the Ombudsman said it had seen a number of cases where residents were left unsure of their situation and the landlord had failed to communicate with them effectively.

The report called for landlords to "make sure that residents are treated like people and not numbers on a spreadsheet".

In one case of severe maladministration involving Lambeth Council, a resident was stuck in temporary accommodation for more than three years.

The resident had been originally decanted from her property for major works “with little discussion or consultation”, according to the Ombudsman.

Lambeth could not provide any formal information to show it explained the terms and conditions of the decant to the resident. The decant form had originally stated that the move would be for six months.

The Ombudsman said that the learning for the sector in this case was that “landlords must take an empathetic and human-centric approach on every move needed. Keeping residents well informed about their temporary accommodation before it takes place, including timescales and storage of belongings. Communicating effectively and regularly throughout the move period would significantly reduce the anxiety and stress for any resident in this position.”

Other cases cited in the report included a pregnant resident being moved several times before not being able to return home due to the birth of her baby. Another case saw a resident request to be moved because of poor living conditions not being actioned until a ceiling collapsed. Other residents were locked out of hotel rooms because the landlord did not pay the invoices.

Landlords highlighted in this report include:

• Kensington and Chelsea Council
• Lambeth Council
• Moat Homes
• Notting Hill Genesis
• Orbit Group
• Peabody
• Southwark Council
• Wandle

Richard Blakeway, Housing Ombudsman, said: “This report focuses on landlord’s handling of temporary accommodation during works on a resident’s property.

“In the sector, this is termed ‘decants’ – which in itself is crude, dehumanising and stigmatising language for what can be a difficult and emotional process for any person.

“Throughout this report, the human cost of temporary moves is laid bare. There are cases where residents have spent months or years in temporary accommodation, sometimes bumped between different hotels, with experiences of financial hardship and difficulties coping with medical conditions. In some instances, children are not appropriately safeguarded.

“You can see every case the different ways the resident was simply not heard. It is a sombre read.”

Blakeway added: “Providing temporary housing is something almost every landlord will need to do at some stage. Every week there will be successful temporary moves. Given the costs that can be involved in this process, it is important to get it right.

“Landlords should use this report to improve services for residents who may be required to move due to works or other circumstance. With the incoming legislation from Awaab’s Law, this learning is even more strategically important for senior leaders to grasp.”

Harry Rodd