Housing Ombudsman report reveals leaseholders “left feeling isolated and exposed” by treatment from local authorities

Other issues uncovered include a resident suffering damp and mould for two years and one woman having to replace her own boiler to resolve a hazard.

Another was left dealing with a leak for 14 months whilst the landlord decided if it was responsible.

These findings come from the Housing Ombudsman’s latest ‘learning from severe maladministration’ report, focused this time on how landlords have handled complaints involving leaseholders.

The report points out that whilst Awaab’s Law does not apply to leasehold, there are important lessons landlords should still apply.

The Ombudsman analysed leaks and hazards, which it cites as two main areas of severe maladministration involving leaseholders.

On leaks, the report stresses the importance of landlords proactively communicating with residents and keeping accurate records, which will improve trust in the process.

On statutory hazards, landlords are reminded of the need to make sure their homes are safe and free from hazards.

Any hazards, including those that may be more uncommon, should be treated with the same urgency, with landlords asked to investigate swiftly and communicate effectively, the Ombudsman said.

It added that where a contractor is involved in hazard repairs, the landlord is still responsible for the level and standard of the service it expects to see.

Landlords also must make sure effective communication occurs, especially where a situation may have a negative impact on residents.

The landlords mentioned in this report are:

• A2Dominion Group
• Arun Council
• Haringey Council
• Lambeth Council
• L&Q
• Origin Housing
• Peabody
• Southern Housing
• Southwark Council

Richard Blakeway, Housing Ombudsman, said: “When things go wrong, an individual leaseholder can be left feeling isolated and exposed. It can appear the system is unresponsive or indifferent to the impact on them.

“This report shares the stories of 12 leaseholders who experienced that.

“Their cases are not about service charges but repairs and maintenance which fall within the responsibility of the landlord. Unlike freehold, leasehold home ownership means responsibilities can differ between the parties and our casework shows it is a continuous cause of friction.”

The Ombudsman added: “While the impact is unique to each individual household, the causes are not isolated. They can form part of a repeated pattern where events which could have been prevented had landlords adopted lessons from complaints. This includes service failings familiar across tenures: delays, miscommunication, poor records. But also specific to leaseholders, especially confusion over lease obligations, including handling section 20 consultations.

“For all the positive experiences many home owners will have, these issues cannot be ignored.

“With a welcome and major boost to housebuilding planned, home ownership in different forms will continue to be part of social landlords offer. The lessons from these cases provide insights for landlords who are actively looking to renew and improve their relationships with leaseholders.”

Harry Rodd