HOS finds severe maladministration for Sanctuary Housing’s handling of damp

Article summary

The Housing Ombudsman Service (HOS) has found severe maladministration for Sanctuary Housing, after it dismissed contractor advice, letting damp fester, and then failed to provide proper redress for the situation. There was over a year delay to the initial damp and mould inspection due to Sanctuary Housing’s failings, and they could not provide any reports or surveys on the house when requested by the HOS. Sanctuary Housing also dismissed a contractor report after receiving a second one that did not match the initial findings, among other failings. After eventually undertaking repair works on the bedroom for damp, the problem returned within 12 days, which was revealed to be caused by issues raised by the initial contractor. A second finding of severe maladministration related to Sanctuary Housing’s handling of the resident’s complaint, including their request for compensation. Sanctuary Housing did not make it clear how to make a claim on insurance, did not provide a stage one respond...