Croydon criticised for allowing family to wallow in unfit home for three years

By Harrison Galliven, Local Democracy Reporter

Croydon council has been criticised for failing to repair damp and mould in a family home for 39 months. The family of seven, with three asthma sufferers, said the delay impacted their physical and mental health.

Croydon’s failings feature in the latest Housing Ombudsman ‘severe maladministration’ report published ahead of Awaab’s Law coming into force in October 2025.

The law, named after two-year-old Awaab Ishak, who died due to mould exposure, will require more urgent action from landlords on damp and mould issues.

In Croydon’s case, the council admitted it failed to maintain adequate records, including details about the family’s vulnerability. The council has since paid the family £3,325.22 in compensation and apologised for the areas it ‘fell short’.

The tenant, living with his wife and five children in a Croydon council property, struggled with leaks, damp, and mould and requested an inspection. In 2021, the landlord recommended a transfer due to overcrowding and repair issues, promising a like-for-like move before applying for a larger property.

Though he applied, the transfer was initially denied due to a lack of available properties. The situation worsened when the ceiling collapsed in August 2022 after a water tank flooded, causing damage and forcing the family to move temporarily until repairs were completed in November.

However, mould and condensation issues remained unresolved, prompting the tenant to file a complaint seeking a property move and damages. The landlord acknowledged the issues but declined to prioritise a transfer, advising the family to bid for smaller properties instead.

Despite further mould treatments in 2023 and 2024, the tenant’s concerns continued, and the case was escalated to the Ombudsman. The report said the case highlighted how poor record-keeping and delayed action worsened the health and wellbeing of a family with three of its  members suffering from asthma.

Richard Blakeway, Housing Ombudsman, stressed that landlords must address damp and mould issues quickly, improve record-keeping and communication.

He said: “With Awaab’s Law, these silences will need to stop, with communication with residents being open, specific and accurate. Poor communication can also be the result of poor records.

“Once more, weaknesses in knowledge and information management are shown to hamper the landlord’s response to residents, including knowing the status of repairs. While there has been some progress on records management, these cases are a reminder for senior leaders to continue focusing on this issue.

“We hope these cases help landlords to learn from complaints to improve their response to an issue which continues to dominate our casework.”

Awaab’s Law will require landlords to carry out all emergency repairs, whether related to damp and mould or other hazards, as soon as possible and within no longer than 24 hours.

Croydon council said: “We take the findings in the report very seriously and are sorry for the areas where we fell short. Everyone has the right to live in a safe and well-maintained home, free from leaks, damp, and mould, and residents should expect any issues to be dealt with quickly and efficiently.

“Tackling leaks, damp, and mould, as well as improving our record keeping, are key priorities for us. Since this case, we have continued to improve our service. We have set up a specialist team of experts dedicated to resolving leaks, damp, and mould issues and have increased resources for managing resident complaints.”

Pictured top: Grim hazard in the home. Croydon allocated £2.5 million for damp and mould repairs between October 2023 and 2024 (Picture: Housing Ombudsman)