The Housing Ombudsman ruled in favor of a tenant, demanding Onward Homes address severe smells from a faulty septic tank.
Someone complained to the Housing Ombudsman, who ordered Onward Homes to fix it fast. They also had to apologize and pay more compensation. Onward Homes has since apologized to the residents and said they upgraded the water treatment plant.
The problem affected houses on Trough Road. The Housing Ombudsman reported the issue on January 21, when a resident reported strong smells from the wastewater plant. In late January 2024, the resident complained again online.
The landlord sent a drainage contractor to check, advising they would come as soon as possible. On February 7, the resident said the smell worsened, and another neighbor also reported strong smells.
The next day, the resident emailed the landlord, explaining that she and her family felt sick since February 1. She thought it was sewer gases from the sewage tank. A contractor came February 9 and tried to fix it but couldn’t find or solve the problem. A tank specialist came the next day and found the aeration pump wasn’t working, causing sewer gases to come back up the line. They emptied the tank that same day, but despite complaints, the smell persisted for a year.
A resident told the Lancashire Telegraph the smell was awful, saying gases were building up inside the homes. The Ombudsman found “significant failings” by Onward Homes, citing inaction on the resident’s health risk report. The landlord didn’t offer temporary housing during repairs, contributing to communication problems.
The Ombudsman noted Onward Homes took steps to fix things by fixing the plant within weeks of its failure. Onward Homes agreed to assess both plants later, admitting failures in their response to the resident. They increased compensation from £175 to £325. The Ombudsman found “maladministration” in the landlord’s response.
The landlord offered “reasonable redress” regarding the complaint. The Ombudsman ordered Onward Homes to apologize in writing and pay £700 more compensation, covering distress and inconvenience. This made the total compensation £1,075, including previous offers.
They had to pay it within four weeks. The landlord must complete the plant inspection work, with a deadline of January 3, 2025. This included checking the property’s venting systems.
Onward Homes stated they are sorry for the distress and that the upgrade works have finished. They will finish minor jobs by the end of the month, and will contact residents to check their satisfaction, seeing if they need extra support. Onward Homes will use the findings to improve services.