Cardiff Council has come under scrutiny from the Public Services Ombudsman for Wales after concerns about their handling of housing repairs. During a recent meeting, Jane Thomas, the council’s head of adults, housing, and communities, revealed there’s been a noticeable surge in demand for repairs. This spike has led to increased investigations by the Ombudsman due to lingering unresolved issues and complaints.
In particular, staff attitudes have compounded the challenges, leaving some repairs, like leaks, unattended for long periods. As part of efforts to manage complaints, the council’s governance and audit committee is keeping a close eye on these matters. Ms. Thomas highlighted that the number of urgent repairs has shot up by 30% compared to pre-pandemic figures. This surge is partly due to an expanding housing stock and new responsibilities, like homeless hostels.
In May 2024 alone, there were over 5,000 unallocated repair jobs. But there’s a light at the end of the tunnel. Cardiff Council has initiated a programme of improvements, which has already halved the outstanding number of damp cases in just over a year.
A spokesperson assured residents that they’re dedicated to delivering high-quality repair services to tenants. With over 14,000 homes to maintain, their teams complete more than 4,000 repair jobs every month. Progress in tackling repair backlogs is promising, with outstanding cases dropping by 91% since 2024, and damp issues down by 69%. The council is doubling down on better communication and plans a new IT system for repairs, ensuring that tenant satisfaction remains a top priority.
Stay tuned for more developments as Cardiff Council continues to enhance their housing repair services for a better living experience for all residents.