Welsh Housing Association Criticised Over Years of Damp, Mould and Repair Failings

Welsh housing association Trivallis has been criticised following findings by the Public Services Ombudsman for Wales, according to recent reports. The Ombudsman investigated complaints from two tenants, Mr B and Mrs C, about how Trivallis responded to damp and mould. Mr B’s complaint also involved delays in dealing with a broken boiler. The Ombudsman said the cases raised concerns about possible systemic failings, including poor record-keeping, missed opportunities to act, and failures to properly consider vulnerable residents. 

For social housing tenants, the findings are worrying because they show how disrepair can continue for long periods when landlords fail to investigate properly, communicate clearly or act on repeated reports. 

What did the Ombudsman find? 

In Mr B’s case, the Ombudsman found that Trivallis failed to respond appropriately to reports of damp and mould. Outstanding repair issues persisted for nearly seven years, and reports were not handled in line with relevant policies and guidance. The Ombudsman also found that delays in repairing a broken boiler left Mr B unable to heat his home properly while awaiting the repair. 

The boiler issue was eventually repaired after Mr B’s wife complained. The Ombudsman said residents should not have to make complaints to their landlord before urgent repairs are completed. 

In Mrs C’s case, surveys found moisture in the same area of her home, leading to damp and mould, but the cause had not been confirmed. The Ombudsman also found that Trivallis’ communication with Mrs C was not always appropriate, and that the needs of her disabled granddaughters were not clearly considered. 

The Ombudsman said the failings may be systemic, pointing to weaknesses such as inaccurate records, missed opportunities to act on repeated repair requests and failures to properly consider vulnerable residents. 

Why damp, mould and heating problems matter 

Damp and mould should never be treated as minor problems. They can affect a tenant’s health, damage belongings and make a home unpleasant or unsafe to live in. For households with children, elderly relatives, disabled residents or people with respiratory conditions, the impact can be even more serious. 

A broken boiler can also be a major issue, especially during colder months. If tenants cannot heat their home properly, damp and mould may worsen, and the property may become uncomfortable or unsuitable for day-to-day living. 

Premier Legal Assist supports tenants affected by damp and mould, faulty plumbing, heating and boilers, leaks and water damage, and other housing disrepair claims. 

Housing association duties to tenants in Wales 

The Ombudsman and compensation routes 

In Wales, complaints about housing associations can be considered by the Public Services Ombudsman for Wales. In England, social housing complaints are usually considered by the Housing Ombudsman Service, which deals with complaints about councils and housing associations. 

The Ombudsman can investigate complaints, make findings and recommend action, including repairs, apologies and compensation. However, the Ombudsman process can take time and may not always provide the urgent or enforceable outcome that tenants need. The Ombudsman can recommend action, but it cannot force a landlord to take it. 

Tenants may also wish to seek legal advice, especially where repairs have been delayed repeatedly, the home is unsafe or unfit to live in, damp or mould has affected health, belongings have been damaged, or the landlord has failed to act despite repeated reports. 

A housing disrepair claim may help tenants seek repairs and, where appropriate, compensation. Compensation may reflect factors such as the length of time the home was affected, loss of enjoyment of the property, damaged belongings, inconvenience, and the impact on health or day-to-day life. The exact position will depend on the evidence and the circumstances of each case. 

How Premier Legal Assist can help 

If you are a social housing tenant and your housing association or council has failed to deal with damp, mould, faulty heating, leaks, water damage or other reported repairs, you may be entitled to make a housing disrepair claim. 

Premier Legal Assist works with specialist no-win, no-fee housing disrepair solicitors who handle housing association and council cases regularly. They can help you understand your rights, gather evidence, push for the repairs you are owed, and pursue compensation where appropriate. 

To find out if you are eligible, complete our short start your claim form or message us on WhatsApp and a member of our team will be in touch.