News from 30 April 2026
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A Housing Ombudsman case found that a family at an Onward Homes property lived with damp, mould, mites and other hazards for nearly two years. The social landlord introduced new procedures after the complaint.
What happened in the case
According to the Ombudsman, the family reported damp, mould and mites multiple times and explained the impact on the children’s physical and mental health. Medical letters and concerns raised by a social worker supported the family’s account.
Surveys later identified structural issues with the roof, guttering and insulation, and found that the household was living with several hazards at the same time. The landlord carried out mould washes and some repairs, but the Ombudsman said it continued treating the mites without identifying the underlying cause, despite their presence being a sign of an unresolved damp problem.
The Ombudsman also noted that there was no formal record showing proper consideration of whether the family should be moved temporarily while works were carried out. Despite recommended repairs, the problems did not improve, and the case was closed without resolution.
The case highlights the need to connect repeated reports and findings. It is that repeated reports, recurring treatments, unresolved contractor findings and household vulnerabilities should trigger escalation rather than routine closure.
