Peabody Slammed Over Shocking Housing Failures
Peabody, one of London’s biggest housing associations, faces a damning 31-point shake-up following an independent review ordered by the Housing Ombudsman. The probe exposes major slip-ups in Peabody’s repair and decant services, threatening residents’ wellbeing and comfort.
Residents Left Stranded in Hotels for 18 Months
The investigation was sparked by a shocking case where a tenant and her family were forced to live in hotel rooms for 18 months due to housing issues. The review found vague standards, missed tenant vulnerabilities, and constant delays in repairs blamed on poor planning and sloppy inspections.
Damp, Mould and Months of Misery
More than 180 residents have suffered serious damp and mould problems since February 2021, with six cases dragging on for nearly a year. The report highlights a worrying lack of empathy and terrible communication from Peabody’s staff throughout the ordeal.
Key Failings Revealed
- Poor repair planning and botched workmanship
- Teams failing to coordinate properly
- Inconsistent surveying skills
- Big differences in staff helpfulness and focus on residents
- Confusion as multiple contractors contact tenants separately
31 Essential Fixes for Peabody
- Assess mental health and vulnerabilities at tenancy start
- Expand support for vulnerable tenants
- Overhaul repairs surveying and procedures
- Share survey reports openly with tenants
- Boost communication between surveyors and residents during repairs
Housing Ombudsman Richard Blakeway: “This review exposes major weaknesses that could impact many residents. We will keep working with Peabody to ensure these recommendations are put into practice.”
Peabody Chief Executive Ian McDermott accepted the criticism and apologised for the “substandard service.” He pointed to recent moves like local support teams and a greater maintenance focus. McDermott said, “Both the ombudsman and our independent report have shed light on where we fell short and where we must improve. We will keep working hard to fix these issues.”
The Housing Ombudsman urges other landlords to learn from Peabody’s mistakes, especially on long decants, empty homes, and the lettings sign-up process. The watchdog will closely track Peabody’s progress as it tries to turn the tide.
