Ombudsman highlights ‘clear and common failings’ in social landlords' approach to ASB

The Housing Ombudsman has said  there is evidence of ‘clear and consistent failings’ in the social housing sector’s tackling ofc omplex anti-social behaviour (ASB) cases.

The key failings outlined by the Ombudsman, Richard Blakeway, in his latest report on learning from severe maladministration include a failure to carry out risk assessments and produce action plans, and poor communication with residents who report anti-social behaviour (ASB).

Blakeway highlighted a case in which Southwark Council had failed to carry out a risk assessment with a resident who had received racist and transphobic threats and previously attempted to take their own life. The report said this meant no effective signposting or support was offered.

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The Ombudsman also referenced a case involving Orbit Group, where the housing association failed to conduct a risk assessment for a resident reporting domestic abuse. As a result, it took too long to relocate her, resulting in the local authority moving her instead. 

The report notes that creating an action plan is “another foundation of ASB handling” and that failure to do so can “undermine the landlord’s response and lead to further failings”. 

The Ombudsman references two social landlords, Watford Community Housing and Southwark Council, who did not agree action plans with residents, leading to poor communication. 

In Southwark’s case, it resulted in a failure to consider investigating the reported anti-social behaviour and take effective action.  

The report also emphasised the need for effective and empathetic communication, citing a case where L&Q failed to update a resident on the progress of her complaint, despite her reporting that a firearm had been pointed at her.

Richard Blakeway, Housing Ombudsman, said that the report “shows how vital the social housing sector’s presence can be in the wider community, managing tenancies, estates and neighbourhoods, often working alongside other organisations.”

“While some of the events may make this report difficult to read, we cannot shy away from the reality of these experiences without losing the lessons to support landlords to deal with it.”

Blakeway said the service sees some good practice, but that “these cases point to clear and common failings. This can often lead to a failure to respond and act. This can lead to risk assessments not being conducted, actions plans being absent, and limited communication.”

He concluded: “There are practical lessons across these cases for landlords to improve policies and procedures, from ensuring policies are clear and deliverable; managing resident expectations; triaging complaints; improving knowledge transfer; and being more proactive.” 

The issue accounted for 62% of complaints in 2023-24, however, ombudsman Richard Blakeway said that the Housing Ombudsman Service upholds fewer findings on ASB complaints, indicating “some good practice” compared to other service areas.