Shocking revelations have emerged from an investigation into a Welsh housing association, painting a troubling picture of mould and damp-ridden homes. Two brave tenants, Mr B and Mrs C, have spoken up about enduring years of neglected repairs and poor living conditions, exposing a systemic issue with urgent repairs being delayed for vulnerable residents.
Based in Pontypridd, Trivallis, responsible for housing around 25,000 people, failed to tackle ongoing issues of dampness and mould and ignored the specific needs of vulnerable tenants. The Public Services Ombudsman for Wales highlighted severe failings in Trivallis’ handling of these problems, from broken boilers to unresolved repair requests spanning years.
Mr B’s seven-year struggle with damp culminated in a cold home due to a malfunctioning boiler, which was only fixed after persistent complaints. Similarly, Mrs C’s home suffered from damp issues that remained unaddressed, affecting the well-being of her disabled granddaughters desperately in need of proper consideration.
The investigation shed light on deeper, systemic problems within Trivallis, including poor record-keeping and repeated oversights that worsened tenants’ woes. Complaints were not handled effectively, resulting in distress and shattered trust among those who needed support the most.
The ombudsman has called this a “clear injustice,” urging improvements and stressing the need for personalised approaches to meet the tenants’ unique circumstances. As a result, Trivallis has apologised, promising financial redress, better staff training, and a revamp of its damp and mould procedures.
Acknowledging the shortcomings, Trivallis’ chief executive has met with affected tenants to ensure all necessary work is completed, emphasising that this is part of their ongoing commitment to learning and improvement. The housing association has stepped up efforts to handle similar issues across other homes, with new systems in place for faster reporting and resolution.
Despite progress and improvements in tenant satisfaction, Trivallis recognises there is still much to be done to ensure all residents live in safe and healthy environments. Moving forward, they vow to continue learning and enhancing services, ensuring no tenant is left in the cold.