Poor communications from housing associations ‘compounding’ maintenance failures, says Ombudsman

Housing associations’ poor communication with residents is compounding already serious failings in maintaining properties, according to the Housing Ombudsman.

The organisation’s latest monthly ‘learning from severe maladministration’ report found communications failings were present in both the service areas as well as complaints handling, and include poor internal communication and engagement with contractors and managing agents.

It urged providers to follow what it called the ‘four Ts’ of good communication - timely, transparent, tailored, tone - in order to avoid “inadvertently stigmatising residents and rebuild trust”.

“I have witnessed the raw emotions of residents who have experienced poor communication,” said Richard Blakeway, housing ombudsman. 

“Poor communication is the most common concern I have heard expressed by residents at public events.

“What can appear to be technical failings make residents feel unheard, dismissed and stigmatised.”

The report cited one case in which a landlord failed to act despite over 10 contacts from a resident and then prolonged the complaints process by 19 months. 

Blakeway said that with Awaab’s Law coming into effect in six months it was essential that housing associations developed “confident communication”.

>> Read more: Government announces phased timetable for Awaab’s Law 

“At its heart, poor communications during the complaints process can compound failings by a service area,” he said. 

“Instead of providing an opportunity to regain the confidence of the resident that the landlord is listening and what it is doing to put things right, it can further undermine trust between resident and landlord.”