A “heavy handed” approach from Housing for Women, which saw the association incorrectly order a resident to repay £10,000 in missed rent, has resulted in Housing Ombudsman intervention.
Housing for Women is a London-based housing association and charity providing support and accommodation for women and children escaping domestic abuse, trafficking and other issues.
In this case, a resident was incorrectly told they owed over £10,000 in missed rent payments, which was then changed to £2,000 and a threat of legal action.
Then, two days after Christmas, the resident was issued a notice seeking possession and eviction.
The resident, “struggling to cope”, went to the Ombudsman for help after the landlord ignored evidence that they had in fact made all missing payments.
The Ombudsman ordered the landlord to review its processes, with the association putting in place new processes, safeguards and staff training.
In its investigation the Ombudsman found the landlord’s tone was “dismissive and unsympathetic” towards the resident.
Multiple failings were found to be down to a single staff member that was being performance managed at the time, with this individual since being dismissed.
The landlord also set out that senior management was found to be lacking in oversight, while the understanding of rent processes by finance teams also fell short.
Commenting on the case, Housing Ombudsman Richard Blakeway reminded landlords to remember how their actions - regardless if well-founded - could have severe impacts on tenants’ wellbeing.
“Throughout this case the landlord took an adversarial and heavy-handed stance towards the resident, despite her regularly expressing the impact of legal threats were having on her wellbeing,” said Richard.
“There can be an inherent imbalance of power between resident and landlord, and this case exemplifies it, very nearly leading to a family being unfairly evicted.”
