A housing association in South London, Wandle Housing, is under investigation by the government’s housing ombudsman due to concerns over its high maladministration rate. This means that the association is being accused of mismanaging its properties and not properly addressing residents’ concerns. The maladministration rate for Wandle Housing is reported to be at 89 percent.
The ombudsman has launched a special investigation to look into these complaints and determine if there are systemic issues within the organization. A similar investigation was also conducted earlier this year on Southern Housing, another housing association in the area. The aim of these investigations is to improve policies and processes to provide better services to residents.
Wandle Housing has properties in various boroughs across South London, including Merton, Croydon, and Sutton. The association has been found guilty of severe maladministration in the past, particularly in cases involving dampness and mold in residents’ homes. In one instance, a resident with chronic asthma and a disabled child suffered due to the association’s failure to address these issues.
As a result of these cases, Wandle Housing was ordered to pay compensation to the affected residents and make necessary repairs. The Chief Executive of Wandle was also instructed to issue a direct apology to the residents. The Secretary of State for Levelling Up, Housing and Communities at the time, Michael Gove, criticized the association for its poor handling of these cases.
The Housing Ombudsman, Richard Blakeway, expressed concern over the high maladministration rate of Wandle Housing and emphasized the importance of addressing complaints effectively. The ombudsman will work with the association to implement recommendations for improvement based on the findings of the investigation.
In response to these issues, Anne Waterhouse, the chief executive of Wandle Housing, acknowledged the shortcomings in their complaint handling process and expressed a commitment to making changes. The association has established a project group to address the causes of poor performance in complaint handling and is working towards improving their services for residents.
Overall, the investigation into Wandle Housing highlights the importance of effective complaint handling and providing quality housing services to residents. It serves as a reminder for housing associations to prioritize the well-being of their tenants and address any issues promptly and effectively.
