Clyde House and A2Dominion

Ruth Cadbury Excerpts

Thursday 14th March 2019 Commons Chamber

[Justine Greening]

Thank you, Madam Deputy Speaker. Clyde House is a block of flats where residents have experienced problems pretty much from the word go after it opened several years ago. The issues came to a head several weeks ago when a huge water leak from the heating system rapidly spread through the electrics, causing huge concern for residents, who were worried about the inevitable health and safety issues. As the local MP, I did my best to see what I could do to get A2Dominion, the agent that manages the property, to respond more promptly to residents’ concerns, but residents have experienced major issues in trying to get urgent repairs done. I have encountered similar problems and was initially unable to find someone at A2Dominion who was prepared to take some responsibility to ensure that the necessary repairs were done.

I have held three meetings for residents of Clyde House and have had the chance to inspect some of the flats. I saw potential electrical faults, water damage close to electrical fittings, and severe condensation due to poor ventilation, which residents told me had been a problem right from the start. Those are just a few of several issues with the block. Another problem is that the lifts that serve the flats were extremely unreliable to the extent that, on several occasions, elderly and disabled people have been literally unable to get into their homes because the lifts were not working. They could not even be carried or get upstairs some other way, which is totally unacceptable. Other families have been worried about health and safety issues, and some with children who suffer asthma have suspicions that it had been brought on by the damp and mould.

After those three meetings, we did get a plan of work from A2Dominion, and it was vital that the organisation finally responded to the issues that Clyde House residents were experiencing. Since then, although some deadlines were initially missed, which only led to concerns being raised even further in the first week that we were trying to get some action, I can tell the House that more progress has been made. To be even about A2Dominion’s record, it has now done much more to address the urgent and broader issues affecting Clyde House.

[Ruth Cadbury (Brentford and Isleworth) (Lab)]

I thank the right hon. Lady for allowing me to intervene and congratulate her on securing this debate. I have experienced similar issues with A2Dominion, and her sequence of events mirrors mine. I have had issues with blocks run by A2Dominion for eight or 10 years since I was councillor—three and a half years before I came here. I also recognise the long-standing lack of maintenance and communication with residents. However, like the right hon. Lady, I have also noticed a recent improvement in communication with my office, with residents and with the London Borough of Hounslow, which has also experienced issues, so I am hopeful that things are improving. However, does she agree that there is an issue of accountability when it comes to housing associations and their key stakeholders?

[Justine Greening]

Indeed, and I will come on to what I think could be some of the solutions. The hon. Lady highlights one of the other issues that came out of the experience of Clyde House residents, which is that nobody is willing to take responsibility. On the one hand, A2Dominion said initially that the responsibility for rectifying some of the major urgent issues was down to the developer, which was responsible because it had built the building. On the other hand, the developer was clear with me that it had handed over that responsibility and that the issues within the footprint of the building itself had been passed on to A2Dominion, which is responsible for maintenance. While that discussion was happening between those two organisations, my constituents were left with no action, from which there are lessons to be learned.

--- Later in debate ---

[Kit Malthouse]

That is a very good question, to which I do not actually have the answer, but I will make inquires and write to the hon. Lady. In most cases, as I am sure she knows, it is at the judge’s discretion where costs fall, and often it is decided on the merits of the case.

The 2018 Act does not place any additional responsibilities on social landlords, as they are already required to maintain their homes to a decent standard; it will act only as a backstop. We expect any problems with properties to be resolved far before they reach that stage.

The first step for residents with a complaint is to report problems to their landlord. The regulator expects all social landlords to have in place a complaints process that deals with issues promptly, politely and fairly. The onus is on individual landlords, working with residents, to set their approach and timescales for handling their residents’ complaints. I want to stress that if any hon. Member, acting on a constituent’s behalf, is unhappy with the response provided by a registered provider once their internal complaints process has been exhausted, that hon. Member may take the matter further.

Social housing residents can also approach the Housing Ombudsman Service at any time to seek advice. However, in order to refer a complaint formally to the ombudsman, a resident’s complaint must pass through the democratic filter. That involves referring a complaint to a designated person—a local councillor, a Member of Parliament or a tenant panel—for them either to deal with the complaint or to refer it to the ombudsman, or waiting eight weeks after their landlord’s complaints process has been exhausted. If the ombudsman determines that a complaint falls within its jurisdiction, it will investigate the complaint to determine whether there has been maladministration by the landlord. It will then issue a determination letter, which may include orders and recommendations to resolve the dispute. The landlord is expected to follow any orders within a specific timeframe.

[Ruth Cadbury]

A2Dominion is one of a number of large housing associations that, by definition, are charities, and yes, it is a registered social landlord. Almost all of its residents, certainly in my constituency, are either social rent tenants or leaseholders under the shared ownership scheme, many of whom are on fixed incomes. I see again and again seriously poor management practices and lack of repairs, such as those the right hon. Member for Putney (Justine Greening) has described. These residents do not have the time or energy to go through the process that the Minister has just set out. What they want is a decent-quality housing service that is at least as good as the local authority, and it should be as good as anyone would expect.

[Kit Malthouse]

I completely agree. I have a large number of housing association properties in my constituency, too, and my postbag as a constituency MP is filled with similar complaints. When I first became a Member of Parliament, I was astonished and dismayed to find I was effectively the postbox for local housing association’s complaints service. Were I the chief executive of such an organisation, I would be mortified if local Members of Parliament were receiving the level of correspondence that some of us do, and I would be taking action.

We have recently seen some large housing associations acknowledge their failures: A2Dominion has acknowledged its particular failure in Clyde House, and L&Q, one of the G15, has come out very publicly and acknowledged its failure. Action has been taken—for example, in the past couple of years on Circle Property, which also failed on service—but there is more we can do, particularly on regulation, about which the Green Paper will say more. We can swing the pendulum of regulation toward a sense of customer service and away from purely financial regulation. As I say, there is more to come.

Sometimes things go wrong, and where that happens it is of the utmost importance that any safety concerns are resolved as soon as practicable. All registered providers of social housing must comply with the regulatory standards set by the Regulator of Social Housing. That includes ensuring that all their properties meet and are maintained at the decent homes standard, which means that homes should be free of any category 1 hazards, in a reasonable state of repair, have reasonably modern facilities, and provide a reasonable degree of thermal comfort. The regulator’s standards also require landlords to provide a repairs and maintenance service that responds to the need of tenants and offers them choices. The objective is to get repairs and improvements right the first time.