Green roofs, or living roofs, are extensions of an existing roof partially or completely covered with vegetation planted over a waterproofing membrane. They are used to boost biodiversity, mitigate the heat island effect and provide aesthetically pleasing landscapes.
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The independent review by consultancy Ark found that while leaks were not an issue, the resident’s complaint highlighted potential deficiencies in maintaining and managing living roofs.
Safety issues
The review found a lack of irrigation systems, or safety measures like fall restraints, affecting both the sustainability and safety of the roofs. A shortage of specialist contractors had led to poor maintenance and oversight.
Although the review discovered several areas needing improvement, it also recognised that Aster was trying to make positive changes, especially in managing living roofs.
Among the review’s recommendations are ensuring the inclusion of qualified living roof specialists on the approved supplier list, and developing and implementing a dedicated policy for the maintenance of living roofs, incorporating industry best practices.
Lessons for zero-carbon homes
Richard Blakeway, Housing Ombudsman, said: “This review reveals the proactive and positive steps Aster is undertaking in response to our wider order.
“It also creates wider learning opportunities for landlords who are looking to bring residents on the journey to create zero-carbon new homes.
“A wider order ensures that lessons learned from individual cases benefit the entire community. By doing so, it helps prevent similar challenges from emerging in the future, restores trust, and ensures residents receive the quality of service they rightfully expect.”
In all cases where a wider order has been made, the Ombudsman offers the landlord the opportunity to provide a learning statement.
Aster’s learning statement said: “We’re very sorry for letting our customer down by not delivering the high standard of service we aim for. We have contacted our customer to apologise and have paid compensation. A full replacement of the living roof was completed in summer 2024.
“We accept introducing the service charge for the fall arrest system wasn’t managed in the correct or best way, and that we failed to seek the appropriate legal advice at the correct time which could have resolved the issue earlier. We also accept we didn’t communicate well with our customer about the maintenance and repairs to the living roof.”
