Social Housing: Housing Ombudsman — House of Commons, 2021-07-01
Topic: Housing
Luke Anthony Hall (Conservative, Centre-right): I congratulate and thank the hon. Lady for bringing this debate before the House. I know how important the provision of safe and decent social housing is to her. She has spoken passionately on behalf of Kwajo and so many of her constituents who want to see progress in the area, so I am grateful to have the opportunity to discuss this important agenda and set out what we are doing to try to improve the lives of social housing tenants Hearing the hon. Lady’s remarks, and seeing the news reports over recent weeks, has highlighted the plight of some residents of social housing who are struggling with unacceptable conditions and landlord services. These cases have raised critical questions for many people involved in social housing, which is why the White Paper—I will come on to that—is such an important step in addressing some of those questions Of the 23 million households in this country, 17% are in the social rented sector, with 2.5 million people renting from a housing association, and 1.6 million people renting from a local authority. People in social housing must be treated with dignity and respect, and have their complaints handled effectively. The recent cases we have heard about today highlight the fact that some residents are simply not receiving a quality service from their landlord. We heard about the terrible conditions in a Croydon council housing block, and the council has commissioned ARK Consultancy to carry out an independent investigation. ARK’s report assesses what went wrong, and sets out the steps that Croydon Council must take to address those failings The Regulator of Social Housing has concluded its investigation into the issues in Croydon, and found the council to be in breach of its consumer standards. The regulator is working with the council to ensure that it takes the necessary action to remedy those issues. It is also considering information received from Clarion Housing Association about the Eastfields estate, which we have heard so much about. It will form a view on whether there is evidence of systemic failure that would indicate a breach of regulatory standards The Government were appalled to hear and learn about the conditions on the Eastfields estate. Social homes must be safe and decent, and provide security and dignity for residents, who should be treated with respect. If things go wrong, there should be swift redress. In this shocking case those expectations were not met. I understand Ann’s anger, and I thank her for the work she is doing on behalf of residents A review of decent homes standards has begun, as has work to improve fire and electrical safety, and address harm from carbon monoxide. I understand that Croydon has accepted its failings in full, and the regulator is considering future progress. The Housing Ombudsman has an important role in improving residents’ experience of social housing. It experienced a big drop in the number of inquiries and complaints last spring, in 2020, due to the impact of the pandemic, but in recent months the number of complaints has significantly increased. Just over 6,000 complaints and inquiries were made between January and March this year, which is a 73% increase compared with the same quarter last year. Although some of those issues may have been deferred during the pandemic and stored up to be raised now, we cannot accept that this is a new normal. The increase underlines the need of landlords to adhere to the good practice set out in the complaint handling code. It is clear that some landlords have significant work to do to improve the standard of their homes, and the service they provide to their residents Croydon has highlighted issues of damp and mould in the Eastfields case, and the ombudsman recently issued a call for evidence to support investigation into that. That was in response to data that suggested a high rate of maladministration in those cases, and the significant impact that had on the lives of so many residents. The investigation will enable the ombudsman to make recommendations to help landlords improve their services. Despite the shocking cases highlighted in Croydon and Eastfields, there are positive signs of broader improvement in standards.