New tenant resource: what to do if your housing association hasn’t fixed a problem in your home
In November 2023, we said that we were developing a resource for tenants to understand the steps they should take if they experience damp and mould in their home, and the routes to complain if they are not satisfied with the service they receive.
Today, we are launching a new factsheet for our member housing associations to share directly with their tenants, as part of our ongoing work as a sector to improve the way we address damp and mould in tenants' homes.
In developing this factsheet, we worked with a group of communications and engagement professionals from across our membership to ensure it was written in a way that not only got essential advice across, but was transparent and addressed some of the worries they had heard from their tenants.
We also worked with TPAS Cymru, and sought feedback from the Public Services Ombudsman for Wales. We reflected on advice that others - such as Shelter - have published that is aimed at helping social housing tenants get things put right in their homes too.
The intention behind this resource is not to stop tenants raising concerns, but to make them aware of the free routes they can take if they are unhappy with the service they have received from their housing association. We also wanted to make clear that Welsh housing association tenants have rights to get certain issues resolved, and what these look like in practice.
If you are a housing association tenant and concerned about a problem in your home, we encourage you to get in touch with your landlord as soon as possible.
If you have any concerns about the advice shared in the factsheet, please contact your housing association directly, or email comms@chcymru.org.uk.
