City of Westminster Council

There was maladministration in the landlord's handling of repairs to the lift at the resident's block of flats, due to delays, ineffective communication, and failure to investigate conflicting information. There was…

Maladministration was found for the landlord's handling of the resident's persistent damp and mould reports, as it repeatedly carried out mould washes and surveys but failed to identify and remediate the underlying…

Maladministration was found in the landlord's handling of the resident's reports of mice and cockroaches due to significant delays in completing proofing works and poor communication and oversight of contractors.…

The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs due to delays, poor communication and record keeping, and ordered £874 compensation plus reimbursement of expenses. No…

The landlord prematurely closed a leak repair after failing to gain access, causing distress and inconvenience to the resident. The Ombudsman found service failure and ordered £50 compensation, though it upheld the…

Maladministration in repairs handling due to repeated unexplained delays, poor record-keeping and communication. Service failure in handling of connection points request due to delayed decision and no aids/adaptations…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of defects in a new build property, due to unreasonable delays and failure to monitor the developer's completion of works. The…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of recurring roof leaks and its complaint handling. The landlord significantly delayed repairs over several years but…

The Ombudsman found maladministration in the landlord's response to the resident's requests for reasonable adjustments (failing to record specific adjustments for his learning disability and autism) and in its complaint…

There was maladministration in the landlord's handling of bathroom repairs due to unreasonable delays, poor record keeping and communication. There was service failure in the landlord's handling of the complaint. The…

The landlord's handling of repairs to the hot water supply was outside the Ombudsman's jurisdiction because the matter was subject to legal proceedings. However, there was service failure in the landlord's complaint…

The landlord applied an incorrect heating and hot water charge due to a system error, then corrected it and refunded surplus charges. The Ombudsman found the landlord provided reasonable redress for both the handling of…

The landlord was found responsible for service failure in its response to reports of repairs and damp and mould, as it failed to resolve a roof leak within its own 3-day standard, taking around 18 weeks, and did not…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handing of: a. Repairs to the resident’s bedroom, bathroom and kitchen. b. The associated…

The Ombudsman found maladministration in the landlord's handling of repairs to the kitchen and boiler, and maladministration in its complaint handling. The landlord failed to complete repairs in line with its policy,…

The Ombudsman found maladministration in the landlord's response to recurring plumbing and sewage issues and associated repairs, service failure in its handling of the temporary move due to poor record keeping, and…

The Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of water ingress into the property. We…

The landlord's contractor damaged the resident's kitchen floor and the landlord delayed replacing it for almost 6 months beyond its routine repairs timescale, failing to attend promptly when the temporary flooring was…

The Ombudsman found no maladministration, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports and concerns about ASB.…

The Ombudsman found no maladministration, reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Multiple pest infestations at the resident’ property. Damp and mould at the…

The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about her neighbour’s disposal of…

The Ombudsman found reasonable redress, severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident having no heating or hot water. Handling of the…

Severe maladministration was found in the landlord's handling of the resident's reports of a faulty Economy 7 system, which left the household without reliable heating for over 18 months and in fuel poverty. The…

The Ombudsman found no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of leaks from the property above. We have also considered the landlord’s…

The Ombudsman found severe maladministration, service failure, maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of: Repairs. The resident’s complaint. Our decision…

The Ombudsman found reasonable redress, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: A repair to the property’s intercom system. The associated complaint..…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s reports regarding staff…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould, and associated repairs within the property. Associated…

The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s: Handling of repairs reported by the resident. Handling of the resident’s request to be moved during planned…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of leaks, damp, and mould in the property. The Ombudsman will also consider the…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Request for a parking space and concerns about the allocation of parking spaces.…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the resident’s home. Response to a request for aids and adaptations. Complaint handling and the level of…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a pest infestation. The resident’s complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak to the property and pest control..

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of a blocked downpipe which was causing water ingress into his property..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the balcony door and bathroom window. The Ombudsman has also considered the landlord’s handling of the resident’s…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord's handling of the resident's reports of: repairs to the bathroom and kitchen, including her concerns about contractor…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of issues with the resident’s heating and hot water. We have also considered the landlord’s complaint handling and record…

The Ombudsman found reasonable redress, no maladministration, service failure in the landlord’s handling of the landlord’s response to the residents:. Total compensation ordered: £1850.

The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s reports of a blocked toilet and waste back-surging into her bath. The…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Bathroom works between May 2023 and May 2024. The resident’s complaints.. Total compensation ordered: £950.

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a personal injury due to a ruptured post surgery incision, sustained moving to temporary…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a persistent roof leak and damp and mould.. Total compensation ordered: £800.

The Ombudsman found maladministration in the landlord's response to a leak into a leaseholder's property. The landlord failed to complete the repair for 12 months, provided poor communication and incorrect information,…

The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord's handling of: Repairs to a blocked pipe and associated leaks. The recording of the resident's…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: a leak into the property; faulty lighting.. Total compensation ordered: £700.

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs at the property. The associated complaint.. Total compensation ordered: £770.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to reports of water ingress.. Total compensation ordered: £700.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould due to ventilation issues. Request for a move on medical grounds.…

The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about the landlord’s response to: The resident’s request to be rehoused. The resident’s reports about repairs,…

The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s management of works to address blockages in the communal drains. The Ombudsman has also considered the…

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of reports of water ingress at the property.. Total compensation ordered: £1000.

The Ombudsman found maladministration, mediation settlement, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: response to the resident’s reports about: antisocial…

The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports about a broken window and extractor fan; complaints handling..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks into his property from an upstairs neighbour. The subsequent damage and…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of no heating or hot water and request for an electric boiler . The landlord’s handling of the…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's property, including a leak, subsequent remedial works, window repairs, bath panel replacement, and pest issues, due to…