Birmingham City Council

There was maladministration in the landlord's handling of garden works. The landlord delayed unreasonably, taking almost 2 years to fully resolve issues with paving slabs forming the access route to the garden, with…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and in its handling of the associated complaint. The landlord delayed contacting the resident for 4…

The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, as it failed to follow its ASB procedure (no risk assessments, complainant interview, or action plans) and closed a case…

Maladministration found in the landlord's handling of bathroom refurbishment works and the associated complaint. Works took around 8 months with delays and communication failures, and the stage 2 complaint response was…

Maladministration found in the landlord's response to reports of roof/guttering leaks and associated damp and mould, and in its complaint handling. The landlord failed to find a lasting remedy, lacked risk assessment…

Service failure was found in the landlord's handling of repairs to the resident's kitchen, including poor communication, record keeping failures, and failure to assess the kitchen under HHSRS to confirm no hazards.…

The Ombudsman found maladministration in the landlord's handling of reports of a roof leak, due to delayed repairs, a job closed in error, and poor communication (including not informing the resident of a cancelled…

Severe maladministration was found in the landlord's response to the resident's concerns about the property's condition on letting, due to a prolonged delay in repairing the boiler/heating that had a serious adverse…

The Ombudsman found no maladministration in the landlord's handling of the resident's requests to replace his 23-year-old kitchen and bathroom. The landlord's decision not to modernise them was reasonable and in keeping…

Maladministration was found in the landlord's handling of an ongoing intermittent loss of heating and hot water, which took 16 months to rectify, and in its complaint handling. The landlord relied on a contractor's…

Maladministration was found in the landlord's management of damp and mould due to repeated surface-level treatments without early diagnostic investigation, reliance on lifestyle explanations, and delayed ventilation…

The landlord was found to have maladministration for failing to follow the correct procedure before removing the resident's pram from a communal area, and service failure for its complaint handling (late stage 1…

The landlord failed to proactively address a rat infestation and related repairs, taking no meaningful action for almost seven months and missing opportunities to inspect the property, amounting to maladministration. It…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (repairs not completed in line with policy, poor communication, significant delays and record-keeping…

The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance), because communication failings — an unclear and error-strewn case closure letter,…

The Ombudsman found no maladministration in the landlord's handling of driveway adaptations, which were completed within policy timescales and in reliance on OT recommendations. However, there was service failure in the…

The Ombudsman found reasonable redress in the landlord's handling of roof repairs, damp and mould, and the temporary move, as the landlord risk assessed, provided temporary accommodation, recognised its service…

The landlord handled the resident's ASB reports largely in line with its ASB policy, working with the police, but it failed to fully put right the acknowledged delay in reassigning the ASB case (around 8 weeks) after a…

The Ombudsman found service failure in the landlord's handling of repairs (delays beyond policy timeframes and missed opportunities around no-access appointments), maladministration in its handling of damp and mould (a…

The Ombudsman found maladministration in the landlord's handling of multiple internal repairs (bath leak, bathroom flooring, extractor fan, radiator, and sink) due to poor oversight, record keeping, and excessive…

There was maladministration in the landlord's handling of the resident's request for new windows, where it failed to adequately consider household vulnerabilities and did not carry out a risk assessment. There was…

Severe maladministration was found in the landlord's handling of repeated and ongoing leaks from the property above causing damage to the resident's property, and in its complaint handling. The landlord failed to…

The Ombudsman found the complaint about building network operator works outside jurisdiction. It found maladministration in the landlord's handling of damp and mould reports, where it placed the onus on the resident and…

The Ombudsman found maladministration in the landlord's handling of ongoing leaks from the flat above the resident's leasehold property and associated damage, due to prolonged delays and poor communication. It also…

The Ombudsman found maladministration in the landlord's response to concerns about the condition of the property and handling of repairs, and in its complaint handling. The landlord's repair records were incomplete, it…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and in its complaint handling, but no maladministration in its handling of the kitchen cabinets. It ordered a…

The Ombudsman found maladministration in the landlord's handling of damp and mould in the property and in its handling of the complaint. The landlord did not act with urgency, did not evidence it resolved the leaks or…

The Ombudsman found a service failure in the landlord's response to the resident's concerns about the standard of communal cleaning, as it did not take prompt action and failed to provide evidence supporting its…

Service failure in handling a roof leak and associated repairs (roof, bathroom ceiling, window ledge) where the roof repair took over 16 weeks against a 7-day urgent policy and the window ledge remains outstanding.…

The Ombudsman found reasonable redress on both complaint heads. The landlord failed to handle the leaseholder's balcony door repair within its policy timescales, did not establish responsibility in a timely way and gave…

The Ombudsman found service failure in the landlord's handling of the resident's reports about laminate flooring in the hallway: the landlord responded promptly and consistently and acted within its repair policy, but…

The Ombudsman found maladministration in the landlord's handling of flooring repairs, reports of damp and mould, and the associated complaint. The landlord failed to complete flooring repairs within its policy…

The Ombudsman found maladministration in the landlord's issuing of a warning letter (lack of communication and a less thorough investigation than expected) and service failure in its handling of the associated…

The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB including noise nuisance, due to poor communication and failure to respond promptly to callback requests. It also found…

The Ombudsman found service failure in the landlord's handling of boiler repairs: although it attended within policy times, it did not fully investigate the resident's concerns that the repairs were short-term or her…

The Ombudsman found maladministration in the landlord's response to the resident's reports of a neighbour dispute. The landlord breached its ASB policy timelines, failed to evidence a risk assessment or action plan, did…

The Ombudsman found maladministration in the landlord's response to the resident's reports of a blocked toilet, as it failed to respond within its emergency repair timeframes, showed a lack of regard for the resident's…

The Ombudsman found the landlord offered reasonable redress for its error in providing the resident with an incorrect tenancy agreement, which led her to believe she had a secure tenancy for several years. The…

The Ombudsman found no maladministration in the landlord's handling of the roof leak/plaster damage, asbestos check, and cooker points, but found maladministration in its handling of the resident's reports of a broken…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (a 13-week delay before inspection, failure to continue investigating the root cause, and failure to update…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff conduct and in its handling of her formal complaint. The landlord investigated the smashed-window report and a…

The complaint concerned the landlord's handling of repairs to a gas pipe after the resident's cooker was disconnected during a heating system replacement. Following the Ombudsman's intervention, the landlord agreed to…

The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (noise). The Ombudsman found no maladministration: the landlord carried out reasonable investigations, including noise…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of an outbuilding (unreasonable delays, failure to communicate and failure to take necessary steps) and in…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak, damp and mould, and service failure in its handling of the associated complaint. It ordered the landlord to…

The Ombudsman found severe maladministration in the landlord's handling of repairs to the wet room flooring, which took around 12 months to resolve while the resident was unable to shower, and maladministration in its…

The complaint concerned the landlord's response to the resident's reports of anti-social behaviour and to her concerns about the conduct of two staff members. The Ombudsman found reasonable redress on the ASB complaint…

The landlord handled the resident's reports of damp and mould and the required repairs reasonably, with no maladministration found: it inspected, identified condensation from inadequate heating and ventilation, and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (including failures to identify the cause, address living room damp, consider health impacts/HHSRS, and…

The Ombudsman found maladministration in the landlord's handling of reports of a leak from the roof and of damp and mould, and service failure in its handling of the associated complaint. It ordered a total of £2,450…

The Ombudsman found severe maladministration in the landlord's handling of repeated reports of bathroom disrepair (a loose toilet and a chipped sink), involving prolonged delays, missed appointments, failed repairs and…

The complaint concerned the landlord's response to the resident's reports of antisocial behaviour. The Ombudsman found the landlord took reasonable and proportionate action in the ASB case (speaking with the neighbour,…

The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour. The Ombudsman found no maladministration, as the landlord acted in line with its ASB policy by opening a case file,…

The landlord's response to the resident's report of a leak amounted to severe maladministration: the leak reported on 2 June 2024 was not resolved until 6 May 2025, with rectification works completed after 12 months,…

The Ombudsman found maladministration in the landlord's handling of structural repairs needed for a Right to Buy sale, maladministration in its complaint handling, and service failure in its record keeping. It ordered…

The Ombudsman found the landlord's offer of redress resolved its handling of leak repairs, but found service failure in complaint handling, ordering £150 compensation and an apology.

The Ombudsman found maladministration in the landlord's handling of the resident's reported concerns about roof and chimney damage, a soil pipe, and a boundary dispute, due to poor communication, long gaps in contact,…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about ongoing fly-tipping near her home and in its associated complaint handling. The landlord responded reactively to each…

The Ombudsman found the landlord provided reasonable redress on both complaint heads: it repaired the loose door panelling within 24 hours of becoming aware of the issue and had offered £100 compensation (£50 for the…

The resident complained about the landlord's handling of damp and mould and a leak in the property. The Ombudsman determined the complaint was not within its jurisdiction because the matters had been the subject of…

The complaint concerns the landlord's handling of reports of antisocial behaviour (ASB). The Ombudsman found maladministration: while the landlord took positive steps (working with the police, investigating, action…

The Ombudsman found a service failure in the landlord's handling of repairs to the intercom/phone system, which took 41 working days against a 7-working-day urgent repairs target and was delayed without justification;…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about subsidence and structural issues, due to repair delays (at least 11 months), poor communication, missed appointments and…

The Ombudsman found service failure in the landlord's handling of the resident's reports of leaks and associated repairs, and maladministration in its handling of damp and mould reports, ordering £400 total compensation…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's request for information about a service charge: it wrongly required a Subject Access Request form for over seven months, delayed…

The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of antisocial behaviour, having acknowledged a shortcoming (it did not view video footage and there was a delay in…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports — it took 37 days to visit, 54 working days to treat the mould, put the onus on the resident to clean windows,…

Birmingham City Council was found to have committed service failure in its handling of multiple leaks into the resident's flat and the resulting damage, and service failure in its complaint handling (including failing…

The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour by her neighbours. The landlord took a number of reasonable actions (engaging with police, visiting,…

The landlord failed to repair the resident's damaged front door within its 30-day policy timescale, taking from June to October 2023 to resolve the matter, and gave conflicting information about whether the door would…

The complaint concerned the landlord's handling of reports of an overgrown embankment affecting the resident's garden. The Ombudsman found service failure because, although the landlord's complaint response was…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (animal nuisance) — it failed to follow its ASB procedure, including not carrying out a risk assessment…

The Ombudsman found maladministration in the handling of wet room shower repairs and complaint handling, and service failure in drainage and heating/boiler repairs, ordering £650 compensation, an apology and a repairs…

The landlord handled the resident's report of a mice infestation in the block reasonably, arranging timely pest-control inspections and baiting of communal areas, so there was no maladministration. However, the landlord…

The Ombudsman found service failure in the landlord's handling of a resident's reports of noise nuisance from a roof access gate, due to poor communication and delay, and maladministration in its complaint handling due…

The Ombudsman found maladministration in Birmingham City Council's handling of reports of antisocial behaviour about a leaseholder. The landlord issued a warning letter without first interviewing the resident, contrary…

The Ombudsman found maladministration in the landlord's handling of the resident's reported leak, its handling of reports of mould in the home, and its complaint handling. The landlord failed to investigate the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould within the bathroom, its handling of concerns about asbestos within the walls, and its handling of the…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of flies and odour, damp and mould, and its decision not to install further electrical sockets, as it inspected promptly and…

The Ombudsman found maladministration in the landlord's handling of a leak from the flat above and the associated damp and mould, and maladministration in its complaint handling. The landlord failed to maintain…

The Ombudsman found service failure in the landlord's handling of the resident's damp and mould concerns (delay completing the PIV installation and poor communication) and in its handling of the associated complaint…

A Birmingham City Council leaseholder complained about the landlord's handling of repairs to the block's communal doors, the condition of the property's windows, noisy pipework and the condition of the block's communal…

The Ombudsman found service failure in the landlord's response to a leak causing damage to belongings and in its complaint handling, ordering total compensation of £1050, inclusive of £770 already paid, and a property…

The Ombudsman found service failure in the landlord's response to requests to renovate the kitchen, bathroom and roof and in its complaint handling, while other complaint points (back-gate, boiler relocation, brickwork)…

The Ombudsman found no maladministration in the landlord's administration of the resident's rental account, and determined that the resident's data breach concerns fell outside its jurisdiction.

The landlord was found to have maladministration for its reactive, poorly-recorded handling of recurring leaks from properties above the resident's flat, causing significant delays in repairs and ongoing distress.…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould and requests for associated plastering works, citing lengthy delays, a failure to be proactive in…

The Ombudsman found no maladministration in the landlord's handling of reports about the central heating system, requests for kitchen adaptations, and reports of subsidence in the rear garden. It found service failure…

Birmingham City Council was found to have committed maladministration in its handling of the resident's damp and mould reports (unresolved some 23 months after first report, with poor record-keeping and no root cause…

The Ombudsman found maladministration in the landlord's handling of a mice infestation and in its complaint handling. The landlord took some reasonable steps but failed to assess risks given the resident's…

The Ombudsman found maladministration in the landlord's handling of the resident's requests for kitchen refurbishment, including failing to properly consider its Equality Act duties, and service failure in its complaint…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's boiler and gas pipework (failing to meet emergency repair timescales, not providing temporary heating, and not properly…

The Ombudsman found service failure in the landlord's handling of reports of antisocial behaviour. While the landlord maintained regular contact and made reasonable, proportionate decisions, there was no evidence it…

The Ombudsman found maladministration in the landlord's response to disruption and loss of broadband/telephone services during refurbishment works, and maladministration in its complaint handling due to significant…

The Ombudsman found no maladministration in the landlord's handling of noise nuisance reports, as it acted appropriately given the resident's refusal to provide evidence or engage in mediation, and found the landlord's…

The complaint concerned the landlord's response to damage caused to the resident's CCTV doorbell while its contractor carried out work at the property. Following the Ombudsman's intervention and mediation, the landlord…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (including failure to meet its policy timescales, inadequate risk assessment and lack of an action…

The Ombudsman found severe maladministration by Birmingham City Council for its handling of damp and mould over a prolonged period, including repeated failures to inspect urgently, relying on an unqualified plasterer,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, citing poor record keeping, lack of a proactive approach, poor communication and an 18-month delay in completing…

The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour from a neighbour, due to delays in visiting the resident and failures to properly address concerns about…

The Ombudsman found severe maladministration in the landlord's handling of front door and boiler repairs, leaving the resident without heating for around 20 weeks over winter, plus maladministration in record keeping…

The Ombudsman found severe maladministration in the landlord's response to the resident's reports of leaks into his property and anti-social behaviour from the flat above, and in its complaint handling. The landlord…

The complaint about the landlord's handling of a mice infestation in the resident's property and block was outside the Ombudsman's jurisdiction under paragraph 42(e) of the Scheme because the resident had pursued the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of flooding in his garden and the side of the property, including its failure to investigate concerns about the property's…

The Ombudsman found service failure in the landlord's handling of a reported gas leak (contractor failed the emergency service level agreement and the follow-up inspection was unreasonably delayed), no maladministration…

The Ombudsman found maladministration in the landlord's handling of the mutual exchange, its response to the resident's reports of repairs following the exchange, and its complaints handling. The landlord did not action…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the condition of her kitchen, due to communication failings that left her unclear about what the landlord was responsible…

The Ombudsman found service failure in the landlord's handling of a leak and associated repairs, no maladministration regarding lift maintenance despite vandalism, and maladministration in complaint handling, ordering…

The landlord delayed its handling of plasterwork repairs, took 141 days (97 working days) to complete the work, and communicated poorly with the resident about appointments and job closures. It also mishandled the…

The Ombudsman found maladministration in the landlord's handling of a contractor-damaged window, which was left unusable for nearly 23 months due to poor contractor oversight and communication, ordering £680…

The landlord wrongly told the resident that repair and maintenance of a garden shed provided by it at the start of the tenancy was the resident's responsibility, failing to apply its own tenancy conditions and repairs…

The landlord was found to have maladministration for its handling of leak and damp/mould repairs due to delays, missed appointments, poor contractor communication, and failure to offer proportionate redress. It was also…

The Ombudsman found maladministration by Birmingham City Council for a 15-month delay in completing damp and mould repairs (far exceeding its 30-day policy), poor contractor oversight, and contradictory information…

The landlord was found to have maladministration for its handling of damp and mould, including delays, poor contractor oversight, and failure to find a long-term solution. Maladministration was also found for its…

The Ombudsman found maladministration in the landlord's handling of a mutual exchange (failure to inspect and carry out electrical checks), and severe maladministration in its handling of persistent leaks over 103 weeks…

The Ombudsman found maladministration in the landlord's handling of a leak and follow-on repairs, which took around 2 months to identify and repair, leaving the resident and her children living with water throughout the…

The Ombudsman found severe maladministration in the landlord's response to a leaking waste pipe that exposed sewage in the resident's living room. The landlord failed to treat the repair as an emergency, had poor record…

The Ombudsman found service failure for the landlord's handling of boiler repairs (delays, poor record-keeping, failure to achieve a lasting repair) and for its inconsistent response to staff conduct allegations.…

No maladministration for security concerns; service failure for issuing an incorrect tenancy letter without redress; maladministration for persistent complaint handling delays. Landlord ordered to pay £400 compensation…

The Ombudsman found no maladministration in the landlord's decision to repair rather than replace the resident's windows, as repairs were carried out in line with policy and window renewal had since been scheduled.

The Ombudsman found service failure in the landlord's handling of a resident's request for kitchen repairs, due to delays in arranging inspections and works after acknowledging responsibility. Maladministration was…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise ASB from a neighbouring property not owned by the landlord. The landlord followed its ASB procedure, engaged with…

The landlord was found to have maladministration for failing to inspect or repair mould-damaged flooring for 2 years due to a dispute over floor coverings, and for significant delays in its complaint handling. It was…

The Ombudsman found maladministration in the landlord's handling of bathroom repairs (particularly damp and mould and failure to install an extractor fan), service failure in handling kitchen repairs, bedroom window…

The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports against a neighbour or a counter-allegation made against the resident, as the landlord took reasonable and proportionate…

A tenant endured years of recurring roof leaks that caused a ceiling collapse and damage to electrics, with the landlord repeatedly carrying out ineffective repairs rather than replacing the roof, and taking 60 working…

The landlord was found to have maladministration for failing to properly investigate the resident's reports of racial abuse and ASB, including not following its own ASB policy, not completing a timely risk assessment,…

The Ombudsman found maladministration by Birmingham City Council for its handling of repairs about a leak from a neighbouring property and subsequent damp and mould. The landlord took over three years (1,142 days) to…

The Ombudsman found maladministration in the landlord's handling of ASB reports from the resident (ignoring harassment and discrimination concerns), maladministration in its handling of ASB reports made against the…

The Ombudsman found service failure by Birmingham City Council in its handling of repairs following the resident's move-in (including delays to heating, window, garden, damp and mould, and door repairs) and in its…

The Ombudsman found maladministration in the landlord's handling of roof repairs, as it missed opportunities to inspect and test for asbestos before the roof partially collapsed, failed to put safety measures in place,…

The landlord was found to have maladministration for its response to a resident's reports of a leak from the property above, which caused damage to ceilings and walls over 15 months, culminating in a ceiling collapse.…

Severe maladministration for failing to diagnose and repair a water leak over three years, with delays, poor communication and inadequate records. Also severe maladministration for complaint handling that was outside…

Severe maladministration for damp and mould handling: landlord failed to survey, took 53 days to inspect, blamed lifestyle, and left vulnerable residents in severe mould without support for months. Severe…

Both complaint heads were found to be outside the Ombudsman's jurisdiction: the rehousing application complaint falls under the LGSCO's remit, and the repairs complaint was not exhausted through the landlord's…

The Ombudsman found a service failure because the landlord failed to provide the resident with details of the paint used during internal painting works, despite the resident's request. However, there was no…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour, allegations that it was trying to evict him, or his complaints. The landlord appropriately…

The Ombudsman found maladministration in the landlord's response to reports of a leak in an airing cupboard, which took 6 months to repair, and in its complaint handling, which was delayed and lacked proper…

The Ombudsman found maladministration for the landlord's failure to properly investigate and resolve a long-running damp and mould issue, no maladministration for placing a risk marker on the resident's record, and…

Maladministration for handling of a flood causing damage to kitchen and bathroom floor coverings, and for complaint handling. The landlord failed to arrange timely inspection, delayed providing a dehumidifier, did not…

The Ombudsman found maladministration by Birmingham City Council for failing to properly address a resident's reports that her property was excessively cold and expensive to heat. The landlord did not consider the poor…

The Ombudsman found maladministration in the landlord's handling of kitchen ceiling repairs stemming from a bathroom leak, and maladministration in its complaint handling, including a failure to conduct thorough…

The landlord was found to have maladministration for significant delays in completing kitchen cupboard repairs (160 days and 63 days respectively), service failure for a 14-working-day delay in its stage 2 complaint…

The Ombudsman found maladministration in the landlord's handling of a resident's boundary dispute and fly-tipping reports, as it failed to investigate the land ownership, take action on reported fly-tipping and vermin,…

The Ombudsman found no maladministration in the landlord's handling of the resident's mutual exchange, as it followed its procedure. However, service failure was found in the landlord's handling of repairs due to…

The landlord was found to have severe maladministration for failing to act on eight contractor referrals over 100 weeks to replace an inadequate heating and hot water system, leaving the resident and her family without…

The Ombudsman found service failure for a disabled shower repair delay and for multiple repairs issues including persistent damp in a vulnerable child's bedroom, inadequate asbestos communication, a porch repair delay,…

The Ombudsman found no maladministration by Birmingham City Council in its handling of the resident's reports of loose floorboards and ceiling cracks. The landlord responded appropriately, completed floorboard repairs,…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour and harassment, and no maladministration in its handling of CCTV concerns. However, there was a…

The Ombudsman found service failure because the landlord did not consider its discretionary policy allowing additional paving for disabled tenants when responding to the resident's request to repair/replace slabs in the…

Maladministration was found for the landlord's year-long delay in informing the resident that her tenancy start date would not be amended, causing unnecessary rent arrears and distress. Maladministration was also found…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of cannabis smell ASB, as it took reasonable investigative steps but could not identify the smell. However, there was service…

The Ombudsman found maladministration by Birmingham City Council for its response to a resident's reports of leaking radiators, including failing to classify the leaks as an emergency and poor record-keeping, and for…

The landlord was found guilty of maladministration for taking 12 months to complete bathroom floor repairs following a leak, including changing an appointment without notice. Maladministration was also found for poor…

The Ombudsman found severe maladministration for the landlord's failure to properly investigate and resolve damp and mould, leaving a vulnerable resident living with health and safety hazards. Maladministration was also…

The Ombudsman found maladministration in the landlord's handling of a rat infestation (22-month delay with no action taken) and in its handling of a neighbour blocking access to the resident's storage unit (no action…

The Ombudsman found severe maladministration by Birmingham City Council for its handling of a resident's complaint following a sprinkler activation flood. While the landlord's contractor responded effectively to the…

The Ombudsman found no maladministration by Birmingham City Council regarding its response to the resident's requests for asbestos removal from a meter cupboard and installation of an electric isolation switch. The…

The Ombudsman found service failure in the landlord's handling of a pest infestation due to periods of delay and poor communication, and service failure in its complaint handling due to a 99-working-day delay in its…

The Ombudsman found maladministration by Birmingham City Council for a 15-month delay repairing a defective lounge window, during which the landlord wrongly accused the resident of refusing repairs. Maladministration…

The Ombudsman found no maladministration in the landlord's response to the resident about damaged door handles, as the repairs policy and tenancy agreement made internal door handles the resident's responsibility.…

The Ombudsman found no maladministration by Birmingham City Council in its response to the resident's request for repairs to internal walls. The landlord properly inspected, determined the unskimmed dry-lined walls were…

The landlord was found to have maladministration for its poor handling of the resident's reports of water leaks from the flat above, including delays, poor communication, and blaming its contractor. Service failure was…

The landlord was found to have maladministration for taking 19 months to repair a roof leak despite the resident reporting it ten times, and for poor complaint handling that failed to challenge its contractor, gave…

The landlord was found guilty of maladministration for taking 15 months to replace loft insulation, far exceeding its 30-day policy, with poor communication and no proactive updates to the resident. The Ombudsman…

The Ombudsman found maladministration by Birmingham City Council for its communication failures in handling a resident's reports of antisocial behaviour, including failing to set clear investigation timeframes, manage…

The Ombudsman found service failure in the landlord's handling of an ASB case because it issued a disproportionate final warning letter to the resident solely to enable noise monitoring equipment installation, which…

The landlord was found to have maladministration for its handling of damp and mould repairs, taking four months to inspect and failing to progress repairs for eight months, and for its response to a complaint about…

The Ombudsman found service failure in the landlord's handling of reports of a missing torch after a gas safety check, due to poor communication and delays. Maladministration was found in the landlord's complaint…

The landlord was found to have service failure for its response to a raw sewage spill in a communal area. The spill remained untreated for 27 days, the landlord failed to take proactive ownership of the issue, and it…

The Ombudsman found maladministration in the landlord's response to the resident's reports of noise, due to poor record keeping and failure to evidence its findings on noise monitoring equipment, causing distress and…

The landlord was found to have maladministration for requiring annual gas safety checks at a property with no gas supply or appliances, despite five years of contractor records showing this, and for failing to properly…

The landlord was found to have maladministration for refusing to replace/repair the resident's kitchen while relying on an unsigned disclaimer to avoid its repair obligations, and service failure for poor record…

The landlord was found to have maladministration for failing to complete a bathroom floor repair within its policy timescales, taking over nine months, and for poor complaint handling including delays and failing to…

The Ombudsman found severe maladministration for the landlord's failure to investigate the cause of damp and mould over 24 months, blaming the resident instead, and for its complaint handling which did not properly…

The Housing Ombudsman determined that this complaint about a leaking shower causing a hole in the floor is outside its jurisdiction because the resident occupied the property as temporary accommodation under the…

The landlord took approximately 5 months to permanently fix a roof leak reported in October 2020, and its communication about repair progress was poor. The landlord's complaint responses were timely but lacked…

The Ombudsman found severe maladministration for the landlord's failures in responding to reports of disrepair, including poor communication, withdrawing works without proper process or documentation, failing to arrange…

The Ombudsman found no maladministration in the landlord's response to reports of a roof leak (it arranged inspections and repairs reasonably) or to a request for a replacement door (it reasonably refused an…

The Ombudsman found maladministration by Birmingham City Council for its handling of roof repairs at a resident's property, including failing to evidence that repairs were completed, not addressing asbestos concerns,…

The landlord was found to have maladministration for failing to properly investigate the resident's concerns about intermittent hot water and heating (later found to be caused by an incorrect 'auto mode' setting), and…

The landlord was found to have maladministration for taking ten months to repair a leaking roof (reported December 2020, completed September 2021), failing to communicate with the resident, and not investigating damp…

The Ombudsman determined the complaint was outside its jurisdiction because it concerns a request for the landlord to gift ownership of the property, which is not a matter the Ombudsman has the power to decide or order.

The Ombudsman found maladministration by Birmingham City Council for its handling of repairs to a resident's heating system, which involved extensive delays, poor communication, failure to offer temporary heating, and…

The Ombudsman determined the complaint about rewiring works completed in January 2020 was outside its jurisdiction because the resident did not raise it as a formal complaint within six months of the matters arising, as…

Maladministration by Birmingham City Council for its actions following a flood from a fire sprinkler system, and for its complaint handling. The landlord failed to investigate balcony drainage, delayed addressing…

The landlord was found to have service failure in its handling of repair work to address a mouse infestation. It failed to manage expectations, coordinate works, or keep the resident updated over a six-month period,…

The landlord was found to have maladministration for significant delays and poor communication in handling a leak from a communal pipe into the resident's bathroom, and for poor complaint handling including late…

The Ombudsman found maladministration by Birmingham City Council for its handling of a resident's request for a replacement kitchen and for its handling of the associated complaint. The landlord failed to properly…

The landlord was found to have severe maladministration for failing to repair a significant external water leak over several months, giving incorrect insurance advice, and not offering compensation. Maladministration…

The landlord was found to have maladministration for its poor response to a resident's query about who was responsible for cleaning the outside windows of her flat in a tower block. The landlord failed to consider…

The landlord was found to have maladministration for failing to follow its repairs policy when it replaced the resident's timber garden fence with a chain-link fence instead of close boarded fencing, and for not…

The Ombudsman found maladministration by Birmingham City Council for its handling of and communication about outstanding repairs for water leaks into a leasehold property. The landlord delayed responding to multiple…

The landlord was found to have maladministration for failing to complete flooring repairs within its published timescales, failing to monitor progress, keep proper records, and communicate effectively. There was also…

The Ombudsman found maladministration by Birmingham City Council for significant delays in responding to a resident's reports of damp and mould (161 days from first report to scheduled works), for unreasonably handling…

The landlord was found to have maladministration for its handling of the resident's reports of problems with the heating system, including delays in completing repairs, poor communication, and failing to address all…

The Ombudsman found service failure by Birmingham City Council for failing to arrange for its repair team to contact the resident about replacing missing internal doors as promised, and for failing to apologise after…

The Ombudsman found maladministration by Birmingham City Council for failing to follow its own gas safety letter process, sending a forced entry letter to a resident who had already made an appointment, and for poor…

The Ombudsman determined that a complaint about a neighbouring tenant allegedly committing fraud was outside its jurisdiction, as the matter did not have a direct and quantifiable impact on the resident's own housing…

The Ombudsman found no maladministration in the landlord's handling of the resident's request for a replacement kitchen, as the landlord reasonably relied on contractor inspections showing the kitchen was above minimum…

The Ombudsman determined that both complaint heads are outside its jurisdiction: the Housing Benefit overpayment/rent arrears issue is either a matter for the Local Government and Social Care Ombudsman or the courts,…

The Ombudsman determined the complaint was outside its jurisdiction because the resident did not raise it as a formal complaint with the landlord within six months of the matters arising, as required by paragraph 39(e)…

The Ombudsman found service failure by the landlord due to poor record-keeping regarding the contractor's removal of the resident's belongings from a balcony during window works. However, the £500 compensation offered…

The Ombudsman found no maladministration in the landlord's handling of an ASB report made against the resident. The landlord followed its ASB policy by attempting to contact the resident, relying on video evidence,…

The Ombudsman found no maladministration in the landlord's fence replacement (which followed its policy), but found maladministration in its complaint handling for failing to properly investigate the resident's…

The Ombudsman found service failure by Birmingham City Council regarding its handling of repairs to a resident's property. While the landlord appropriately inspected and identified the cause of a bathroom leak, its…

The Ombudsman found no maladministration regarding the landlord's response to damage to the resident's hot tub, as the resident had been advised to move it. However, there was service failure regarding the Astro turf…

The Ombudsman found service failure by Birmingham City Council in its handling of repairs to the resident's external doors, wooden panels, and pest concerns, as well as in its handling of the associated complaint. The…

The Ombudsman found no maladministration by Birmingham City Council in its response to the resident's reports of various ASB issues including children playing football on the road, a boundary dispute with a neighbour,…

The Ombudsman found no maladministration by Birmingham City Council in its handling of a leaseholder's reports of antisocial behaviour by a neighbour. The landlord investigated the reports in line with its ASB…

The landlord was found to have maladministration for taking five months to complete repairs to a balcony leak affecting the resident's son's bedroom, failing to keep the resident informed, and not prioritising the work…

The Ombudsman found service failure regarding the landlord's response to the resident's reports about a rear door damaged in a break-in, as the landlord acknowledged a call operator failed to log the repair.…

The Ombudsman found service failure by Birmingham City Council for not investigating whether a structural repair issue allowed cigarette smoke to penetrate between flats, and ordered £200 compensation and an inspection.…

The landlord was found to have service failure for taking seven months to complete a routine gas fire repair, missing multiple appointments, and failing to keep the resident updated. It was ordered to pay £200…

The Ombudsman found no maladministration by Birmingham City Council regarding its response to the resident's request for a rent reduction after his garage was demolished. The landlord responded promptly and reasonably,…

The Housing Ombudsman determined that the complaint about information provided during the right to buy process is outside its jurisdiction, as it falls within the remit of the Local Government and Social Care Ombudsman.

The Ombudsman found no maladministration by Birmingham City Council in its handling of the resident's reports of anti-social behaviour or in its complaint handling. The landlord took appropriate and proportionate steps…

The landlord was found to have maladministration for its failure to address the resident's request for repairs to her kitchen units over a prolonged period. It offered a reasonable explanation for not replacing the…

The Ombudsman found no maladministration by Birmingham City Council in its handling of a resident's reports of blocked toilets, as the repair was completed within the required timeframe.

The Ombudsman found maladministration by Birmingham City Council for failing to properly respond to the resident's concerns about asbestos containing materials at his property, leaving repairs incomplete for over a…

The Ombudsman found maladministration by Birmingham City Council for its poor complaint handling (delays, failure to respond comprehensively) and for its inadequate response to the resident's concerns about bathroom…

The landlord was found to have maladministration for its handling of the resident's reports of cracks in the walls of his property. It delayed nearly 8 months in obtaining a structural survey, failed to keep the…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of water ingress into the bathroom. The landlord had inspected the roof on multiple occasions, carried out minor tile…

The Ombudsman determined that the complaint about the landlord's refusal to pay compensation for personal injury and damage to belongings from a leak during roof works is outside its jurisdiction. The Ombudsman cannot…

The Ombudsman found service failure by Birmingham City Council for agreeing to install extraction fans to address damp and mould, then withdrawing the offer without informing the resident for three months, causing…

The landlord was found guilty of maladministration for failing to comply with its own tenancy agreement and repairs policy regarding redecoration after a roof leak. It incorrectly told the resident that decoration was…

The Ombudsman found no maladministration in the landlord's handling of ASB reports, no maladministration regarding alleged discrimination, and no maladministration in complaint handling. The landlord responded promptly,…

The Ombudsman found no maladministration in the landlord's response to the resident's request for kitchen and bathroom upgrades. The landlord had reasonably paused its upgrade programme to prioritise fire safety work in…

The Ombudsman found maladministration by Birmingham City Council for its poor handling of a resident's reports of outstanding repairs, including damp and flooring issues. The landlord's complaint responses lacked detail…

The Ombudsman found no maladministration by Birmingham City Council regarding its response to the resident's reports of mould. The landlord treated external mould as per its repair responsibilities, and internal…

The Ombudsman found no maladministration by Birmingham City Council in its response to the resident's concerns about the accuracy of a contractor's account of a repair visit. The landlord's investigation by consulting…

The landlord was found guilty of maladministration for its handling of repairs to a porch roof (outstanding for six months, with poor communication and record-keeping) and for its inadequate complaint responses which…

The landlord was found to have maladministration for failing to satisfactorily resolve a roof leak reported since 2019, and service failure for inadequate complaint handling that did not address the substance of the…

The Ombudsman found no maladministration in the landlord's response to the resident's request to replace her kitchen. The landlord inspected the kitchen, found it in reasonable condition, and had no obligation to…

The Ombudsman found no maladministration by Birmingham City Council regarding its handling of repairs to kitchen drawers (completed within target times) and its decision about the kitchen layout in relation to the…

The Ombudsman found no maladministration by Birmingham City Council regarding its response to a resident's request to remove a sealed box that may contain asbestos. The landlord relied on its contractor's advice that…

The Ombudsman found service failure in the landlord's handling of repairs to a gas fire following a gas safety check, due to delays, missed appointments, and poor communication, leaving the resident without living room…

The Ombudsman found service failure by Birmingham City Council for its delayed and inadequate response to a resident's reports of damp and mould, including failing to act on a contractor's recommendation to install…

The Ombudsman found no maladministration by Birmingham City Council regarding its handling of a resident's reports of damp and mould in the bathroom and the condition of the bath/sink. The landlord had inspected, taken…

The Ombudsman found service failure by Birmingham City Council for failing to attend two boiler repair appointments within its policy timescales during winter, ordering £100 compensation. No maladministration was found…

The Ombudsman determined that the complaint about the level of service charge for major works was outside its jurisdiction, as it concerns the amount of the service charge (paragraph 39(g)), is more suitable for the…

The Ombudsman found no maladministration in the landlord's response to the resident's compensation claim for water-damaged sofa, as repairs were completed within reasonable timeframes and there was no evidence linking…

The Housing Ombudsman determined that the complaint about the council's assessment of the resident's housing needs is outside its jurisdiction, as it falls properly within the remit of the Local Government and Social…

The Ombudsman found maladministration in the landlord's handling of a resident's reports about their boiler and heating not working properly over a three-year period, and maladministration in the landlord's complaint…