Black mould and sewerage smells Charitable Local Housing Association

HeidiHi

My grandmother lives in a charitable housing association property with black mould in the kitchen & backed up sewage smells and cracked pipes in bathroom.

When she asks for help the charitable ladies who run the local area charitable housing society insist they can't smell the sewage (but rush out of the bathroom as fast as their sensible heels will carry them) and say the mould is a result of her cooking in the kitchen so it's her own fault and can't be helped.

An independent plumber and contractor has said that he can see where the sewerage is backing up and that the damp is coming in from outside. (it's a rain lashed north facing wall with bad guttering)

Unfortunately she is not allowed to do maintenance on the property.

Her neighbour has a cracked sink and a tap hanging off unuseable, but old ladies do hate to complain

What can we do to help her?

Can the local charitable housing association be made to look after these oldies better?

Can anybody help?

Jowo_2

See the Shelter website for the best advice on how to get repairs done in social housing properties.

Make sure all reports are followed up in writing and keep a copy.

I think one option is to refer the issue to the environmental health department of the local council as they can undertake a health and safety check to identify hazards, if the social housing landlord drags their feet. But do check with the Shelter website in case that option is only open to private tenants, rather than social housing tenants.

Housing associations often have complaints processes in place and if they've been exhausted, there's some kind of housing ombudsman.

MrsManda

[In order to complain to the Housing Ombudsman you must have gone through the HA's formal complaints procedure first]

Get hold of her tenancy agreement, this should tell you what her rights are and who to contact with complaints.
The LL has to make sure that the sinks and toilets are within working history.
http://www.direct.gov.uk/en/HomeAndCommunity/Councilandhousingassociationhomes/Housingassociationhomes/Housingassociationtenants/DG_188400

The process for complaints is usually:
Speak to the LL. If this doesn't get the issue resolved put the complaint in writing through the HA's complaints procedure.
If you're not happy with the response via the formal complaints proceedure you can go to the Housing Ombudsman.

http://www.direct.gov.uk/en/HomeAndCommunity/Councilandhousingassociationhomes/Repairsandstandards/DG_189271

HeidiHi

Thank you so much. We really wanted to help. but didn't know where to start.

HeidiHi

The Housing association's complaint procedure involves standing up all alone on one side of a room and stating your case in front of the whole committee on the other side of the room, and the old ladies are never in a million years going to do that.

MrsManda

HeidiHi wrote: »

The Housing association's complaint procedure involves standing up all alone on one side of a room and stating your case in front of the whole committee on the other side of the room, and the old ladies are never in a million years going to do that.

Does the HA say that in writing?
The HA should have a written formal complaints process, if you can get hold a copy of that it would be a help.

HeidiHi

MrsManda wrote: »

Does the HA say that in writing?
The HA should have a written formal complaints process, if you can get hold a copy of that it would be a help.

Thank you, yes they do say it in writing. I will ask Mum to get it out, I know my grandmother has it.

If you complain in writing they visit you and tell you to use the official complaint process and ask when you'd like them to set up the meeting. The oldies are all too intimidated or infirm to do that.

shikoku

I get through a couple of bottles of 'Dettol Mould & Mildew Remover' every winter on various cold corners of my flat, it is very effective against black mould and can be purchased at Wilkinson.

It's extremely unhealthy to just let it grow.

Sorry can't help with the other matter.

MrsManda

HeidiHi wrote: »

Thank you, yes they do say it in writing. I will ask Mum to get it out, I know my grandmother has it.

If you complain in writing they visit you and tell you to use the official complaint process and ask when you'd like them to set up the meeting. The oldies are all too intimidated or infirm to do that.

Obviously a meeting will have to be called, they cannot just take the word of a letter but I would have thought that the meeting would be a private one and that the person complaining can have an advocate. At least thats how it worked when I worked for a HA.

MrsManda

Below are the standards expected by the Tenants Services Authority - the regulator for social housing. It clearly states that a HA must accept a complaint made by an advocate. Therefore I'd suggest that you get your grandmother to write a letter stating that that she gives you the right to act as her advocate and follow the complaints procedure yourself - it may be worth doing this as a group complaint if others are having the same problems. Make sure you keep all correspondence, do as much as you can in writing either by letter or email, and make a note of the time/date of all telephone calls along with the name and job title of the person you've dealt with.
Take photos of all the problems to support your case.

HTH

Customer service, choice and complaints
Required outcomes
Registered providers shall:
• provide choices, information and communication that is appropriate to the diverse needs of their tenants in the delivery of all standards
• have an approach to complaints that is clear, simple and accessible that ensures that complaints are resolved promptly, politely and fairly
Specific expectations
Registered providers shall provide tenants with accessible, relevant and timely information about:
• how tenants can access services
• the standards of housing services their tenants can expect
• how they are performing against those standards
• the service choices available to tenants, including any additional costs that are relevant to specific choices
• progress of any repairs work
• how tenants can communicate with them and provide feedback
• the responsibilities of the tenant and provider
• arrangements for tenant involvement and scrutiny
Providers shall offer a range of ways for tenants to express a complaint and set out clear service standards for responding to complaints, including complaints about performance against the standards, and details of what to do if they are unhappy with the outcome of a complaint. Providers shall inform tenants how they use complaints to improve their services. Registered providers shall publish information about complaints each year, including their number and nature, and the outcome of the complaints. Providers shall accept complaints made by advocates authorised to act on a tenant’s/tenants’ behalf.

http://www.tenantservicesauthority.org/server/show/nav.14690

Jowo_2

HeidiHi wrote: »

...[They]... say the mould is a result of her cooking in the kitchen so it's her own fault and can't be helped.

An independent plumber and contractor has said that he can see where the sewerage is backing up and that the damp is coming in from outside. (it's a rain lashed north facing wall with bad guttering)

A lot of mould is actually caused by tenants lifestyle - failure to adequately heat and ventilate the property - sometimes not helped by the design of the building, but if there is a maintenance issue that is causing the damp (such as broken guttering), then it is the landlord's responsibility to fix.


Here is a handy guide to the causes and resolution of damp and mould. It's aimed at landlord's but handy for tenants.

http://www.landlordzone.co.uk/pdf/Mould.pdf

I suggest that all complaints are put in writing and then escalated through the correct steps - internal HA complaints procedure, housing ombudsman, local environmental health, etc.

The following link provides an overview of the HHSRS inspection that a local council can undertake that looks at the safety and health risks in a property and which they can compel a landlord to correct. Google HHSRS to find more info on it. As far as I know, it covers all properties, including social housing.

http://www.westminster.gov.uk/services/housing/private/housinghealthsafetyrating/