Damp and mould cases halved, with more progress to follow

Published: 

Ongo repairs

We have successfully halved the number of damp and mould cases in our homes from almost 1,000 to 507, showing significant progress in our commitment to address the issue and provide safe and well-maintained homes for our tenants.

This reduction is due to new processes introduced and a large data cleanse, creating a more accurate and manageable reflection of the current situation.

Our new team of seven, dedicated to handling the issue, will be in post and operational by the beginning of May. They will prioritise new cases, ensuring they are addressed within the timescales proposed by Awaab’s Law, whilst also working on older cases that are out of the current timescale.

Although Awaab’s Law is still being finalised, and the final version won’t launch until October this year, we are preparing to meet its proposed requirements.

The law mandates that work on new cases must begin within seven days, which we believe will be our biggest challenge. However, we’re gearing up to meet this through increased resource, improved general administration and case management.

We’ve demonstrated strengths in several areas, including the timely dispatch of inspectors within two weeks and increased capacity to handle cases. Additionally, a new case management system (CMS) with updated inspection forms is set to be completed by July.

This system will automate processes, enhance case management, and enable inspectors to raise and appoint repairs efficiently. Tenants will benefit from better communication and summaries of the work being done, ensuring compliance with legislation and a better overall journey.

By August, a new reporting system will be in place to monitor compliance with the timescales. This system will provide valuable insights into performance and ensure that all cases are handled promptly and effectively.

Mark Tasker, Customer Relations & Service Improvement Manager is coordinating the efforts. He commented: “At the heart of this work is our tenants and making sure they live in safe homes that we’d be happy for our own families to live in, with repairs carried out in a suitable timescale.

“With aging stock paired with seasonal and lifestyle factors we are always going to have reports of damp and mould, but it’s about how we manage this and provide the best service we can that matters.

“I’m pleased with the progress we’ve made so far and would like to thank tenants for their support in getting us to this point. I’m confident that our proactive measures will continue to make a positive impact.

“As always, if you live in one of our homes and have damp and mould, please let us know. There is lots you can do to prevent this too, so please take a look at our website for lots of tips and guidance.”

For more information, head to: www.ongo.co.uk/damp.

To find out more about Awaab’s law, here are some useful links: