Welsh Councils Criticised for Serious Failings in Resolving Housing Complaints, Watchdog Finds
Social housing tenants in Cardiff and Flintshire were left in hazardous living conditions, the Public Services Ombudsman for Wales has revealed, following investigations into long-standing complaints about damp, mould, and disrepair. The reports highlight systemic failures that posed serious health risks, damaged property, and forced families to leave their homes.
The Ombudsman’s investigation found that Cardiff Council failed to act on repeated complaints about a significant leakand extensive damp and mould over a four-year period, leaving the property “not fit for human habitation.” Tenants, including Ms C, her two daughters, and elderly mother, endured unsuitable living conditions for months while repairs were delayed, with the family’s possessions damaged or destroyed.
Michelle Morris, Public Services Ombudsman for Wales, stated:
“A home should be a place of peace and safety – but for these families, it became a hazard. Damp and mould have well-documented health impacts, and the disruption to family life can be devastating.”
The Cardiff report found avoidable delays even after the property was formally deemed uninhabitable in July 2024. The Ombudsman recommended £3,000 in financial redress for the tenant, along with a formal apology and a review of all similar cases to ensure other affected tenants receive compensation. Cardiff Council accepted the findings and confirmed a wide-ranging improvement plan is underway, including reducing outstanding repairs, improving workforce management, and strengthening responses to damp and mould.
A separate investigation into Flintshire Council found significant failings in addressing repeated reports of damp and mould over five months. Miss Y and her children suffered recurrent chest infections, and her youngest child was diagnosed with asthma. The family was forced to vacate their home, and possessions were ruined due to the prolonged inaction.
Morris added:
“Flintshire Council missed multiple opportunities to identify and address damp issues promptly. The delay in providing alternative accommodation exposed the family to unacceptable health risks during the coldest months of the year.”
Flintshire Council acknowledged the findings, apologising to the tenant and outlining measures to prevent future failures. The council has introduced enhanced monitoring processes to ensure all reports of damp and mould are addressed efficiently and effectively, reaffirming its commitment to providing safe, well-maintained homes.
The reports underscore the urgent need for Welsh councils to uphold tenant safety and respond promptly to housing complaints. The Ombudsman called for ongoing monitoring and systemic improvements to prevent similar cases, emphasising that tenants deserve homes that are safe, healthy, and fit for habitation.
These investigations serve as a wake-up call for local authorities across Wales to prioritise maintenance, address disrepair swiftly, and ensure families are not exposed to hazardous living conditions.
