Ombudsman exposes failings at Welsh housing association after years of disrepair

The Public Services Ombudsman for Wales has uncovered serious and long-running failings at a housing association after two tenants endured years of disrepair, unheated homes and poor communication.

It found that the social landlord Trivallis repeatedly delayed essential repairs, failed to act on reports of damp and mould, and neglected the needs of vulnerable households.

Both cases revealed widespread problems with record-keeping, inspection procedures and complaint handling.

Systemic weaknesses in the repair service

The Ombudsman, Michelle Morris, said: “Vulnerable households must be treated with care, and their specific circumstances taken into account.

“Systemic weaknesses in the Association’s repairs service – such as inaccurate records and failure to act on repeated requests – prolonged residents’ distress and undermined trust in how complaints and repairs are managed.”

She added: “The cases highlight lessons for other landlords on the importance of timely action, proper record-keeping, and ensuring the needs of vulnerable tenants are fully considered.”

Issues with damp and mould

The investigations followed separate complaints from Mr B and Mrs C, whose homes suffered from persistent damp and mould.

In Mr B’s case, problems dragged on for nearly seven years.

His broken boiler left him without heating for a prolonged period, despite him warning the landlord of his vulnerabilities.

Repairs were only made after his wife intervened.

Mrs C’s home also suffered from moisture in the same area of her property, but the association has yet to confirm the cause.

The Ombudsman said her situation was made worse by poor communication and a failure to properly consider the needs of her disabled granddaughters.

Apologise and compensate

The Ombudsman ordered the association to apologise, compensate both tenants and to train staff to identify and support vulnerable residents.

It also called for the introduction a formal damp and mould procedure and overhaul its records management.

In response, Trivallis admitted full responsibility and issued a public apology.

It said it had ‘deeply regretted the distress caused’ and pledged to make sweeping improvements.

The association’s chief executive, Duncan Forbes, said: “We deeply regret the failings in these cases and have taken full responsibility.

“We’ve made real progress, but we know there’s more to do.”