PFD report

Awaab Ishak · Prevention of Future Deaths report

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Issued 16 Nov 2022•Manchester North

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
6

Raised in this report

Recipients
2

Named on the report

Responses found
2

Of 2 recipients

Stated actions
19

Described in responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised6

  1. Failure to rectify recognised disrepair without waiting for claimant agreement
  2. Lack of consideration of damp and mould in housing standards guidance
    Part of recurring concern: Inadequate control of damp and mould hazards in residential properties
  3. Lack of easily accessible up-to-date health information on damp and mould risks
    Part of recurring concern: Inadequate control of damp and mould hazards in residential properties
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.7

  1. Action

    Commit to bringing forward legislation for a Private Rented Sector Landlord Ombudsman.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.
  2. Action

    Review and modernise the Housing Health and Safety Rating System, including damp and mould risk estimates, guidance and health-effect information.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated in progressThe respondent said that this action was in progress when they made their response on 21 November 2022.
  3. Action

    Disseminate the new damp and mould guidance to social housing providers, local authorities, landlords and tenants in accessible formats.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.4

  1. Position

    Housing associations, rather than Government, control dispute policies and must address delays in rectifying recognised disrepair.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to rectify recognised disrepair without waiting for claimant agreement

Wider context from the report

“4. The evidence highlighted a “policy” amongst the housing associations, in cases where a disrepair claim has been brought of waiting for agreement from the claimant (or their legal representative) before rectifying any recognised disrepair. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of consideration of damp and mould in housing standards guidance

Wider context from the report

“1. The 2006 document, “A Decent Home: Definition and Guidance for Implementation” does not give any consideration to the issue of damp and mould. Nor does it provide any guidance as to the need for a property to be adequately ventilated. ”

Is this part of a recurring concern?

Yes — Inadequate control of damp and mould hazards in residential properties.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of easily accessible up-to-date health information on damp and mould risks

Wider context from the report

“3. There was no evidence that up to date relevant health information pertaining to the risks of damp and mould was easily accessible to the housing sector. ”

Is this part of a recurring concern?

Yes — Inadequate control of damp and mould hazards in residential properties.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure of the damp and mould HHSRS risk assessment data to reflect current known health risks

Wider context from the report

“2. The HHSRS data sheet relating to damp and mould, is used to calculate risks of the incident and the spread of harm is not reflective of the current known risks of damp and mould and harm to health. ”

Is this part of a recurring concern?

Yes — Inadequate control of damp and mould hazards in residential properties.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of private landlord sector access to independent Housing Ombudsman complaint investigation

Wider context from the report

“5. The private landlord sector does not have access to the Housing Ombudsman for their complaints to be investigated independently. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of guidance on adequate property ventilation

Wider context from the report

“1. The 2006 document, “A Decent Home: Definition and Guidance for Implementation” does not give any consideration to the issue of damp and mould. Nor does it provide any guidance as to the need for a property to be adequately ventilated. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Commit to bringing forward legislation for a Private Rented Sector Landlord Ombudsman.

Verbatim wording from the response

“The Government announced plans to introduce a new Private Rented Sector Landlord Ombudsman in the A Fairer Private Rented Sector White Paper.⁹ The proposal is for all private landlords in England to be required to be members of this Ombudsman. This will ensure that all tenants, regardless of whether they rent socially or privately, have access to redress where they have a legitimate complaint about their home.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 5 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review and modernise the Housing Health and Safety Rating System, including damp and mould risk estimates, guidance and health-effect information.

Verbatim wording from the response

“We agree this is a matter of concern. Our current review of the housing health and safety rating system (“HHSRS”) will support a better understanding of the known risks of damp and mould to health.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 3 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Disseminate the new damp and mould guidance to social housing providers, local authorities, landlords and tenants in accessible formats.

Verbatim wording from the response

“Once completed, I (Secretary of State for Levelling Up, Housing and Communities) will write to social housing providers and local authorities to highlight the new guidance. I (Secretary of State for Levelling Up, Housing and Communities) will also make sure that it is available for landlords and tenants, working closely with stakeholders to ensure it is widely available, including in the future ensuring this is accessible for private landlords via the Privately Rented Property Portal.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 4 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Continue reviewing the Decent Homes Standard, including ventilation and potential changes to its criteria.

Verbatim wording from the response

“We agree this is a matter of concern. Damp and mould can have a serious impact on the health of tenants, and it is unacceptable for anyone to have to live in such conditions. While the requirement to deal with them is implicit in the current Decent Homes Standard (“DHS”), it is clear that the review of the standards which is currently underway is necessary.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 2 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review existing guidance and develop and publish consolidated health guidance on damp and mould for the housing sector.

Verbatim wording from the response

“The Department of Health and Social Care (DHSC), with the Department for Levelling Up, Housing and Communities (DLUHC), will lead a rapid review of existing guidance on the health impacts of damp and mould in homes, and then – engaging widely with interested parties – develop new consolidated guidance tailored to the housing sector. We will publish this new guidance by the summer. DHSC will lead this process and contribute expertise on the relevant health impacts, working closely with the UK Health Security Agency (“UKHSA”). DLUHC will contribute its expertise on the needs of the housing sector and how best to disseminate guidance to housing providers and tenants.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 4 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Bring in reforms enhancing social housing regulation and redress to hold landlords accountable for housing quality and service.

Verbatim wording from the response

“I am more determined than ever to deliver our drastic reforms to the housing sector, protecting the rights of tenants and ensuring social landlords do not put people’s lives and livelihoods at risk. Our Social Housing Regulation Bill will enable a rigorous new regime that holds all landlords to account for the decency of their homes and the service they provide. The Regulator of Social Housing will proactively inspect landlords – and will have the power to issue unlimited fines. It will be able to intervene in those cases where tenants’ lives are being put at risk because landlords are dragging their feet in actioning repairs. And in the very worst cases, it will have the power to instruct that properties are brought under new management.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to All Providers for Social Housing
Page 2 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Direct local housing authorities to prioritise damp and mould hazards and provide assessments of hazards and identified remedial action.

Verbatim wording from the response

“Having considered it necessary and urgent to ensure that, as we go into a challenging winter, damp and mould issues are being addressed, I now direct, under section 3(3) of the Act, that all local housing authorities in carrying out their duty to review housing conditions in their area must:”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Local Authority CE
Page 1 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Housing associations, rather than Government, control dispute policies and must address delays in rectifying recognised disrepair.

Verbatim wording from the response

“We agree this is a matter of concern. While the policies which Housing Associations set for disputes are not of course controlled by the Government, the ‘policy’ highlighted in Awaab Ishak’s case as a matter of concern is wrong. In Awaab Ishak’s case, the legal proceedings by Awaab’s family with respect to mould led to the landlord slowing down its response to the disrepair.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 4 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

The HHSRS review did not include updating the range of harms associated with damp and mould because that issue was outside its scope.

Verbatim wording from the response

“The HHSRS review follows an initial scoping exercise that concluded in 2019, where landlords, tenants, agents, local authorities and academics told us they appreciated the link the HHSRS makes between housing and health and how it allows individual properties to be assessed on their merits, but that they found it complicated and inefficient to use. Ministers decided that work should be undertaken to clarify and modernise the HHSRS assessment and consider whether some hazard profiles could be removed or combined and to improve the guidance given to landlords and tenants.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 3 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Social landlords are responsible for assessing damp and mould, undertaking necessary remedial action, and referring potential regulatory breaches.

Verbatim wording from the response

“The coroner’s report into Awaab’s death is a litany of failure. As housing providers, I expect you to read it in full and absorb its lessons. All social homes must meet the Decent Homes Standard; you must be aware of any that do not and undertake rapid remedial works. However, in light of this case I expect you to go further than the letter of the Standard and have particular regard to damp and mould.¹ Damp and mould are not ‘lifestyle issues’ as the Housing Ombudsman Service underscored last year. Where people complain about damp and mould, you must listen; where you find them, you must take prompt action. To keep tenants safe, you must not hide behind legal process.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to All Providers for Social Housing
Page 1 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

The Regulator of Social Housing is responsible for proactively inspecting landlords and intervening where landlords fail to address risks to tenants.

Verbatim wording from the response

“The Regulator of Social Housing will be writing to you imminently on this and you should respond promptly. You should also self-refer to the Regulator of Social Housing should you become aware through those assessments, or other means, that you may be in breach of its regulatory standards.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to All Providers for Social Housing
Page 2 · response
Published 21 November 2022

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.12

  1. 1

    Award funding to seven areas to tackle poor privately rented housing and test approaches to improving standards.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  2. 2

    Suspend funding to Rochdale Boroughwide Housing until it demonstrates that its housing stock is fit for purpose and poses no tenant risks.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  3. 3

    Table an amendment to the Social Housing Regulation Bill addressing hazards in social homes.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.
  4. 4

    Write to social housing providers, local authority chief executives and council leaders to promote action on damp, mould and poor housing conditions and request housing-condition information.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  5. 5

    Publish a summary of the Housing Health and Safety Rating System review findings and set out next steps.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.
  6. 6

    Write to leading legal bodies requesting support to direct social tenants with housing concerns to the Housing Ombudsman.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  7. 7

    Work towards introducing a Decent Homes Standard for the private rented sector.

    Stated by Department of Health and Social Care and Ministry of Housing, Communities and Local GovernmentStated in progressThe respondent said that this action was in progress when they made their response on 21 November 2022.
  8. 8

    Write to social housing providers about improving housing standards and addressing damp and mould.

    Stated by Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  9. 9

    Review local authorities’ returns on damp and mould hazards, enforcement activity, penalties and prosecutions.

    Stated by Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.
  10. 10

    Work with the Local Government Association and local authorities to agree the process and format for housing standards responses.

    Stated by Ministry of Housing, Communities and Local GovernmentStated plannedThe respondent said that this action was planned when they made their response on 21 November 2022.
  11. 11

    Remove the requirement for residents to use a designated person or wait eight weeks before referring complaints to the Ombudsman.

    Stated by Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.
  12. 12

    Run the nationwide Make Things Right campaign to inform social housing residents about making complaints and accessing the Ombudsman.

    Stated by Ministry of Housing, Communities and Local GovernmentStated completedThe respondent said that this action was complete when they made their response on 21 November 2022.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Award funding to seven areas to tackle poor privately rented housing and test approaches to improving standards.

Verbatim wording from the response

“Government has awarded a share of £14 million for seven areas with high numbers of poor privately rented homes to crack down on rogue landlords and test new approaches to driving up standards.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 6 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Suspend funding to Rochdale Boroughwide Housing until it demonstrates that its housing stock is fit for purpose and poses no tenant risks.

Verbatim wording from the response

“I have suspended £1million of funding to Rochdale Boroughwide Housing that was allocated under the Affordable Homes Programme 2021-2026, until they can demonstrate that their stock is fit for purpose and”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 5 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Table an amendment to the Social Housing Regulation Bill addressing hazards in social homes.

Verbatim wording from the response

“We are also taking more immediate action to ensure landlords understand the risks of damp and mould and act swiftly when necessary. Following the Manchester Evening News and Shelter campaign for ‘Awaab’s Law’, we will table an amendment to the Social Housing Regulation Bill relating to hazards in social homes.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 3 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Write to social housing providers, local authority chief executives and council leaders to promote action on damp, mould and poor housing conditions and request housing-condition information.

Verbatim wording from the response

“that it would be read in full and the lessons absorbed. I also set out my expectations, not only that all social homes must meet the DHS, but that in light of the tragic case of Awaab Ishak that I expected providers to go further than the letter of the Standard and have particular regard to damp and mould. Damp and mould are not ‘lifestyle issues’ as the Housing Ombudsman Service underscored recently. A copy of that letter is attached.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 3 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Publish a summary of the Housing Health and Safety Rating System review findings and set out next steps.

Verbatim wording from the response

“Our existing review will go some way to addressing the concern noted. Current research is being used to update estimates on the likelihood of harm due to dampness and mould alongside other hazards, and more broadly the review will improve the HHSRS to make it more up to date (including updated guidance and information on the health effects of damp and mould). It will make the tool easier for landlords and tenants to understand, easier for local authorities to use and better connected to other legislation. The review is nearing completion and the Government will publish a summary of the findings and set out next steps by the spring.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 3 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Write to leading legal bodies requesting support to direct social tenants with housing concerns to the Housing Ombudsman.

Verbatim wording from the response

“Since the death of Awaab Ishak, I (the Secretary of State for Levelling Up, Housing and Communities) have also written to leading legal bodies requesting their help directing social tenants with concerns about their housing to the Housing Ombudsman and making clear that it was wrong of the landlord in Awaab Ishak’s case to let the initiation of legal proceedings get in the way of doing the right thing. Access to the law is a vital right for all residents, but legal proceedings are adversarial and can be costly and time-consuming for residents. A copy of that letter is attached.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 5 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Work towards introducing a Decent Homes Standard for the private rented sector.

Verbatim wording from the response

“We engaged with the sector on part 2 of the DHS review in 2021, including a series of roundtables. We have also worked towards introducing a DHS in the private rented sector, on which a formal consultation ran in the Autumn of 2022. We are committed to continuing the DHS review and will set out next steps on this in due course.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities and Department for Health and Social Care
Page 2 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Write to social housing providers about improving housing standards and addressing damp and mould.

Verbatim wording from the response

“I have today written to social housing providers on this crucial matter. All of us – including my department – need to deliver our responsibility to people living in poor quality housing. That is why I am writing to you to request you do everything in your power to prioritise the improvement of housing conditions for the millions of private and social tenants, in line with existing duties in the Housing Act 2004. This becomes ever more urgent as we go into winter with a cost of living and energy crisis, which may exacerbate damp and mould conditions in some homes.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Local Authority CE
Page 1 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review local authorities’ returns on damp and mould hazards, enforcement activity, penalties and prosecutions.

Verbatim wording from the response

“• how many damp and mould hazards you have remediated, compared to your assessment of the prevalence of these hazards;”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Local Authority CE
Page 2 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Work with the Local Government Association and local authorities to agree the process and format for housing standards responses.

Verbatim wording from the response

“I would like an initial response by the end of the month – this should set out how you are prioritising this work and any other initial information you can provide. I would then like the full response by 27 January at the latest. My officials will work with the Local Government Association and local authorities to agree the process and format for these responses in the coming days. Any questions in the meantime can be directed to housingstandards@levellingup.gov.uk. My department will review these returns and may ask for further information. We may also periodically publish the responses, or a summary, to improve transparency on this important issue.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Local Authority CE
Page 2 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Remove the requirement for residents to use a designated person or wait eight weeks before referring complaints to the Ombudsman.

Verbatim wording from the response

“We have made it quicker and easier to access the Ombudsman. From 1 October 2022, changes introduced by the Building Safety Act, mean that residents will no longer have to refer their complaint to a designated person, such as an MP, or wait eight weeks before the Ombudsman can consider their complaint.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Legal Representatives
Page 1 · response
Published 21 November 2022

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Run the nationwide Make Things Right campaign to inform social housing residents about making complaints and accessing the Ombudsman.

Verbatim wording from the response

“All social housing residents should know about the Ombudsman, which is free to use. Our nationwide campaign, ‘Make Things Right’, which has reached millions of social housing residents, is designed to inform them of how they can make a complaint and access the Ombudsman.”

Source location

Response from Secretary of State for Levelling Up, Housing and Communities letter to Legal Representatives
Page 1 · response
Published 21 November 2022

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

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