Send us a text

Richard Blakeway, Housing Ombudsman for England, takes us on a profound journey through the evolving landscape of social housing complaints and the critical issue of damp and mould that has transformed the sector.

"Home is a really emotional place," Richard explains, capturing the essence of why housing complaints differ from those in other sectors. With an inquiry reaching the Ombudsman approximately every 20 seconds, the scale of housing issues becomes starkly apparent. As an advocate for fairness, the Housing Ombudsman exists to address power imbalances between landlords and residents, particularly in a housing crisis where residents have limited choice and voice.

The conversation delves into how the Ombudsman's spotlight on damp and mould has shifted industry practices. Before the tragic death of Awaab Ishak, the Ombudsman noticed they weren't seeing enough damp and mould complaints relative to other housing quality indicators – suggesting these serious issues weren't being adequately addressed. The subsequent cultural shift has been remarkable, with Richard noting: "One thing I have seen less of is tenant blaming... that suggests there's been a change in behaviors."

Perhaps most revealing is his insight into what good practice looks like – culture, leadership, curiosity, and empathy forming the foundation for effective housing management. The implementation of Awaab's Law this autumn represents a pivotal moment, though Blakeway cautions against treating it as a "bolt-on" rather than integrating it into a comprehensive framework for housing quality.

Looking toward the future, he emphasizes the importance of data and technology in moving from reactive to predictive maintenance models. While complaint volumes continue to rise (35% increase in the last financial year), he hopes to eventually see the uphold rate decline ahead of case volumes – indicating real improvement in local resolution and rebuilding trust.

The Housing Ombudsman

Richard Blakeway LinkedIn

Awaabs Law

Support the show

Check out the Air Quality Matters website for more information, updates and more. And the YouTube Channel

The Air Quality Matters Podcast is brought to you in partnership with.

Eurovent Farmwood Aereco Aico Ultra Protect Zehnder Group

The One Take Podcast is brought to you in partnership with.

SafeTraces & InBiot

All great companies that share the podcast's passion for better air quality in the built environment. Supporting them helps support the show.