Family left in unsafe, mouldy home
What happened?
Parents Amanda and Oliver, who were renting a home, faced months of serious repair issues. This included roof leaks and damp, which made parts of the property uninhabitable.
The main issues
- Roof issues: Roof repairs began just before the COVID-19 lockdown but were left incomplete. Water leaks made the upstairs bedrooms uninhabitable, forcing the family to sleep downstairs.
- Health concerns: Damp and mould developed, with Amanda experiencing a serious asthma attack.
- Slow responses: While the agent did eventually take steps, like arranging inspections and trying to provide dehumidifiers, they were slow to communicate and often left the tenants chasing updates.
- Kitchen roof: More leaks occurred from the kitchen roof. Although the agent sourced quotes, the landlord initially refused repairs. Eventually, the work was approved but not completed for several more months.
- Other problems: Damp in bay windows and a leaking front door sill were also reported. with no follow-up or updates given to Amanda or Oliver.
What the investigation found
The Ombudsman recognised the lockdown caused delays, and some decisions were down to the landlord. However, the investigation found the agent failed to:
- Keep Amanda and Oliver regularly updated
- Monitor contractors’ progress
- Ensure agreed repairs were actually completed
The outcome
The complaint was mostly upheld, and the family was awarded £500 for the distress and inconvenience caused, especially given the health impact during the pandemic.
What we can learn
- Leaks, damp and mould are urgent issues that must be dealt with quickly
- Agents must keep tenants informed and follow up to ensure repairs are done
- When a tenant’s health is at risk, it’s vital to act promptly and with care
Please note that all names in this case study have been changed to maintain anonymity.