When it rains it pours

What we investigated

In response to our investigation, Housing ACT confirmed that in May 2023, the ceiling flooded as rain was going into the ceiling cavity via several cracked roof tiles. A contractor attended the property the day after the problem was reported.

As an interim solution, the contractor covered the cracked roof tiles, removed 2.6 by 1.2 metres of wet plasterboard from the loungeroom ceiling and screwed plywood to the ceiling beams for cover. The contractor recommended to Programmed Facilities

Management (a private company that manages and completes maintenance and repairs on behalf of Housing ACT) that a plasterer should attend to repair the ceiling properly once the roof tiles were fixed.

Four days later, a contractor resealed the external roof flashing, rearranged dislodged tiles and reported that additional work would be needed to replace other roof tiles. The request for this additional work was assessed as planned maintenance rather than as part of the original repair. No work was undertaken to replace the ceiling plasterboard which had also been classed as non-urgent planned maintenance.

Outcome

In July 2023, the tenant reported mould in the main bedroom ceiling and walls. This was found not to be caused by a leak but from holes in brickwork and window gaps that allowed cool air to enter. Work was undertaken in August 2023 to fill the brickwork holes, treat mould and seal window frames.

The additional repairs required on the roof, reported in May 2023, were approved in November 2023 and completed in December 2023. Housing ACT advised us the loungeroom ceiling was not repaired at that time because the contractor had failed to follow internal reporting processes.

Although the tenant contacted Programmed Facilities Management multiple times about various problems related to the leaking roof, it was not until after they lodged formal complaints that the loungeroom ceiling was repaired in August 2024, some 15 months after the damage originally occurred