The Housing Ombudsman has published its August severe maladministration report, highlighting multiple failings in how Richmond Housing Partnership (RHP) handled window repairs for its tenants.

Three separate cases were included in the national report, with delays stretching up to two years, poor communication, and safety concerns raised by contractors left unaddressed.

In one case, a resident raised concerns about faulty locks and handles posing a safety risk to her children.

Contractors confirmed the danger, but RHP did not carry out a risk assessment or treat the issue as an urgent repair.

Surveys were split up, causing further delays, and the housing association was unable to provide copies of reports when requested.

In some instances, residents were incorrectly told the repairs were their responsibility. While some repairs were eventually made, others were still outstanding when the Ombudsman made its ruling.

In a second case, a tenant was left with a broken living room window for over two years after a contractor smashed it while strimming grass.

The window was boarded up, but there was no evidence of the repair ever being completed, despite RHP telling the Ombudsman otherwise.

The resident, who is disabled, said he lost the simple pleasure of watching birds from his window as a result of the delay.

In another case, RHP failed to complete repairs for nearly two years where windows could not shut properly.

Partial repairs were carried out but did not stop leaks.

The landlord eventually replaced the handles, but it took nine months from raising the final repair order to completing the work.

Following the Ombudsman's findings, RHP said it had changed its processes. Risk assessments are now part of the repair booking system to ensure residents' vulnerabilities and needs are properly documented.

The housing association added that residents will now receive clearer and more frequent communication when delays occur.

The Ombudsman's report forms part of its ongoing monthly publication of severe maladministration findings to improve standards and accountability across the housing sector.

RHP was approached for comment.

READ MORE: Repairs make up majority of social housing complaints in Richmond, new report reveals.

We want to provide Twickenham with more and more clickbait-free local news. To do that, we need a loyal newsletter following. Help us survive and sign up for our free weekly newsletter by clicking the link HERE.