All Case Studies

Pest, Ventilation, ASB and Rehousing (February 2025)

Summary

The resident raised a complaint in October 2023 regarding multiple issues:

1. our response to the resident’s rehousing request
2. our response to reports of a mice infestation and the associated works
3. our handling of kitchen ventilation works
4. our handling of reports of ASB

Rehousing

The resident has been awarded priority for rehousing, however the type of property required is limited due to the housing demand and supply in the Borough. The Ombudsman found that this was outside of their jurisdiction and falls within the Local Government and Social Care Ombudsman.

Mice infestation

We made multiple attempts to address the mice infestation, in line with our agreement with the local authority for pest control and proofing works. However, there were delays, including failure to identify outstanding proofing works in early 2023 and challenges in accessing the property given the needs of the family.

We proposed several measures to minimise disruption for the family, such as partial kitchen replacements and adjusting work schedules and temporary accommodation, but the resident did not agree to these, requesting for a full kitchen replacement which was communicated previously.

The findings outlined that we did not use all available tools, like applying for court access, and therefore prolonged the issue. While we offered compensation, the Ombudsman awarded additional compensation due to the delays, and emphasised that we should continue to work with the resident to complete the necessary repairs.

Kitchen ventilation works

We had responded promptly to a carbon monoxide alarm in July 2023 by attending the property and replacing the kitchen fan. This was in line with our repairs policy. We found that the kitchen fan did not work and that the cooker was turned off for safety reasons. We replaced the kitchen fan and offered to replace the cooker.

In July 2023 our contractor recommended permanent ventilation works. We failed to act on recommendations in a timely manner. Following reports from Environmental Health, it took us a further 4 months to survey the property. The survey found that the ventilation was not adequate and made 3 recommendations. It took us until January 2024 to progress the works as we were discussion options of scheduling the works with the resident to minimise disruption to the family.

Reports of ASB

The resident raised concerns about persistent noise disturbances and allegations of drug use by a neighbour.

While we initially investigated the reports, our handling of the situation was inconsistent and, at times, insufficient. Despite repeated complaints from the resident, we closed ASB cases too early—without proper follow-up or monitoring of the noise and drug-related issues. Even though mediation was offered, it was deemed unsuitable for the situation, particularly given the sensitive nature of the allegations.

Additionally, we delayed installing a noise machine, which could have helped address the problem earlier, and failed to properly investigate the resident’s complaints until March 2024, when action was finally taken.

Outcomes

• the resident’s complaint about being rehoused is outside the Ombudsman’s jurisdiction
• there was maladministration in our handling of reports of a mice infestation and the associated works
• there was severe maladministration in our handling of kitchen ventilation works
• there was maladministration in our handling of reports of ASB

Orders and recommendations

1. Write an apology letter to the resident
2. Offered a total of £1650 compensation
3. Arrange an inspection of the property for the mice proofing and ventilation works through a specialist contractor and communicate options with the resident
4. Carry out a review of the case and report to our governing body