Islington Council

The Ombudsman found maladministration in the landlord's response to the resident's reports of noise, citing record-keeping failures, a lack of empathy, failure to respond and an inaccurate response, with an adverse…

The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs required to the walkway. The landlord was not proactive in its communication, did not give the resident a date for…

The Ombudsman found service failure by Islington Council regarding its handling of a resident's reports of a leak from a bathroom extractor fan causing damp and mould. The leak was reported in October 2023 but remained…

The complaint concerned Islington Council's handling of the resident's rehousing application, including the bidding and shortlisting process for a property. The Ombudsman determined the complaint was not within its…

Complaint about how Islington Council handled a leak into the resident's flat. The Ombudsman found the handling of the initial leak and the one-day loss of power reasonable, but that the landlord could not evidence…

The Ombudsman found maladministration in the landlord's handling of noise transference reports due to delays, misleading information and poor communication, and maladministration in complaint handling due to a…

The Ombudsman found maladministration in the landlord's handling of repairs causing water ingress in 2023, as it delayed and did not offer the redress its compensation policy required at the first opportunity. It found…

The Ombudsman found no maladministration in the landlord's handling of the property's condition on letting, but maladministration in its response to reports of damp and mould (delayed inspections and repairs and failure…

The complaint concerned the landlord's handling of kitchen works following a flood caused by heavy rainfall, and its complaint handling. The Ombudsman found the landlord accepted its service fell short, corrected poor…

The Ombudsman found no maladministration in the landlord's response to the resident's request to replace her front door, as it was entitled to rely on its operative's professional judgement that the door was safe and…

The Ombudsman found service failure in the landlord's handling of a leak from the flat above, including associated damage and damp and mould, and found the landlord's pre-investigation offer of redress satisfactorily…

The Ombudsman found maladministration in the landlord's reactive, two-year handling of persistent intercom and communal lift faults affecting a vulnerable household, and service failure in its complaint handling, while…

The Ombudsman found service failure in the landlord's response to the resident's request for emergency accommodation (the managing agent did not follow its temporary accommodation procedure and the policy lacked clarity…

The landlord failed to properly investigate and rectify a persistent beeping noise coming from a carbon monoxide alarm left in the ceiling cavity during construction of the resident's shared ownership flat, and failed…

The Ombudsman found maladministration in the landlord's handling of repairs to remedy water ingress into a leaseholder's kitchen (including delays, failing to act on its roofer's recommendation, and failing to protect…

The Ombudsman found maladministration in the landlord's handling of long-running water ingress reports and its associated complaint handling, ordering £800 compensation, an apology, written confirmation of a repair…

The Ombudsman found maladministration in the landlord's response to the resident's request for general repairs (works order raised two months after the tenancy start, contrary to its routine repairs target), in its…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour or her request for a management transfer. While there were some procedural shortcomings (delays,…

The landlord failed to treat the reported leak as an emergency repair and did not attend to make safe within its 2-hour policy timescale, leaving the resident to hire an emergency plumber at a cost of £610, which the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a blockage in his property, the associated damage, and the compensation offered, and maladministration in its complaint…

The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour and noise disturbance by a neighbour. The Ombudsman found the landlord used its complaints process to fairly acknowledge…

The Ombudsman found maladministration in the landlord's handling of damp and mould/leak repairs and of the communal space (cleaning and the communal lift works), and service failure in its pest-infestation handling and…

The Ombudsman found maladministration in the landlord's handling of the resident's transfer request: it failed to respond to her contacts, did not carry out the risk assessments required by its management transfer and…

The Ombudsman found maladministration in the landlord's handling of reports about the balcony doors and consequent water penetration, and maladministration in its complaint handling, plus service failure in its record…

The Ombudsman found maladministration in the landlord's response to the resident's reports of harassment by a neighbour, in its response to reports of noise nuisance, and in its complaint handling. The landlord failed…

The resident complained about the landlord's handling of a rehousing request, repairs (water leaks, electrics, pests), and reports of damp and mould. The Ombudsman found the rehousing request was outside jurisdiction…

The Ombudsman found maladministration by the local authority landlord in both its response to the resident's repair reports (delays to window, floor and intercom works and poor communication) and in its complaints…

The Ombudsman found maladministration in the landlord's handling of leaks into the property, its handling of damp and mould, and its knowledge and information management. It delayed and failed to meet its repairs and…

The Ombudsman found service failure in three areas: the landlord granted storage cabinets in a communal alcove disregarding its zero-tolerance policy and failing to consult the resident; it did not account for her…

The complaint concerned the landlord's handling of the resident's reports of water ingress to the property. The Ombudsman found the landlord's service provision should have been better (delays beyond its repairs…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the accessibility of an exit barrier to his estate, but found service failure in its complaint handling. The landlord…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (racist abuse, threats and noise nuisance), finding it acted in accordance with its ASB policy and…

The Ombudsman found maladministration in the landlord's response to a leak that damaged flooring and in its complaint handling, ordering a floor survey and £730.96 compensation (with prior payments deductible).

The complaint concerned the landlord's handling of the resident's complaint about her annual gas safety check. The Ombudsman found maladministration: the landlord did not respond to the resident's request for urgent…

The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports, maladministration in its handling of a faulty window and of a communal area leak, and maladministration in its…

The complaint concerned the landlord's handling of reports of issues with the heating and hot water system, where repairs took over two months to resolve. The landlord upheld the complaint, apologised and offered…

The Ombudsman found severe maladministration in the landlord's handling of reports of anti-social behaviour (ASB) against the neighbour, and maladministration in both letting out a property where the neighbour was known…

The Ombudsman found severe maladministration in the landlord's handling of damp in the property and maladministration in its complaint handling, ordering total compensation of £1,471 (including the £825 already offered)…

The Ombudsman found maladministration in the landlord's handling of fence repairs. Following a fallen tree damaging the fence, the landlord failed to take ownership, chase its contractor or monitor the repair, leaving…

The Ombudsman found maladministration by Islington Council for its response to a leak (poor call handling and failure to acknowledge flaws), its response to pipework blockages (22-month delay in completing a recommended…

The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman found that the landlord offered redress prior to investigation which resolved the complaint satisfactorily,…

The Ombudsman found that the landlord's offer of £350 compensation and nulling of rent while the resident was in temporary accommodation reasonably remedied its response to reports about roof and guttering repairs and…

The Ombudsman found severe maladministration in the landlord's handling of repairs and the need to rehouse the resident: it delayed unnecessarily, failed to resolve active leaks, damp and mould once works commenced, was…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays of 314 working days in treatment and 347 working days in bathroom repairs, reactive rather than…

The Ombudsman found maladministration in the landlord's handling of persistent inappropriate motorbike parking reports, due to poor communication, repeated address errors, and record-keeping gaps, and separate service…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of subsidence and damp and mould. The landlord failed to respond to the resident's April 2023 concerns, did not follow through…

The landlord responded reasonably to reports of neighbours misusing the block's communal bins by providing overflow bins, writing to neighbours and exploring additional bins, but it failed to communicate with the…

The landlord was found to have service failure in its handling of the resident's reports of damp and mould and associated air vent repairs: although it appropriately offered compensation and apologised for delays, it…

The Ombudsman found service failure in the landlord's administration of the resident's service charge account after invoices were repeatedly sent to an incorrect postcode over several years, and maladministration in its…

The Ombudsman found maladministration in the landlord's decision to unreasonably withdraw permission for the resident's dog to access the communal garden and in its handling of the associated complaint, plus service…

The Ombudsman found no maladministration in the landlord's handling of a bed bug infestation report, as it acted promptly, completed treatment within the expected timeframe, and attempted to arrange temporary…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and harassment by a neighbour, including failure to follow its ASB policy on risk assessments, contact, action planning…

The Ombudsman found maladministration in the landlord's 16-month delay resolving damp and mould, including repairs mistakenly completed on the wrong floor, and in its complaint handling with a near 10-month delay at…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about damp and mould (delays investigating, identifying the cause and completing remedial works, failure to monitor mould…

The Ombudsman found maladministration in the landlord's communication with the resident following a fire at her property, in its disposal of her personal items (including her father's ashes), and in its complaint…

The Housing Ombudsman determined that the complaint about the landlord's handling of the resident's rent account for temporary accommodation is outside its jurisdiction, as it falls under the Local Government and Social…

The Ombudsman found service failure by Islington Council in its response to works to a neighbouring property, its handling of the resident's vulnerabilities, its handling of various repairs (including a boiler…

The landlord was found to have service failure in handling the resident's compensation claim after a power cut, due to poor communication, departmental confusion, and delays. However, its offer of £50 for complaint…

The Ombudsman found service failure by Islington Council regarding the replacement bath (not like-for-like, missing grab rails) and ordered £100 compensation and action to install grab rails. The landlord was found to…

The Ombudsman determined that the complaint about the landlord's handling of its request for the resident to remove a sign from his garden, and the subsequent complaint handling, is outside its jurisdiction because the…

The Ombudsman found maladministration for the landlord's failure to review a 2-person warning flag on the resident's account over 3 years, and for its severely delayed complaint handling (260 working days at stage 2).…

The Ombudsman found service failure by Islington Council for its delayed response to the resident's report of sewage flooding in her property, ordering £100 compensation and a CCTV survey of the repaired pipes. However,…

The Ombudsman found no maladministration in the landlord's response to the resident's concerns about squirrels accessing his balcony, as the landlord took reasonable steps including installing deterrents, trapping…

The Ombudsman found maladministration in the landlord's handling of reports about cleanliness in communal areas (failure to communicate) and in its complaint handling (significant delays of 109 days to acknowledge…

The Ombudsman found maladministration in the landlord's handling of repairs to a faulty centrifugal fan causing noise nuisance, due to an unreasonable 208-working-day delay and poor communication. Maladministration was…

The Ombudsman found severe maladministration over a leak and associated works, maladministration over electrical repairs, complaint handling and reasonable adjustments, and reasonable redress over paving repairs,…

The Ombudsman found maladministration in the landlord's handling of repairs to the rear garden wall (unreasonable delay of over two years) and in its complaint handling. Service failures were found regarding external…

The Ombudsman found maladministration in the landlord's handling of delayed and poor-quality bathroom adaptation works, which remained unresolved almost two years later, and service failure in its complaint handling due…

The landlord was found to have maladministration in its handling of the resident's reports of reoccurring damp and mould. While it acted promptly on some matters, it failed to fully investigate the cause (including the…

The Ombudsman found maladministration in the landlord's handling of a severe roof leak that took over 7 months to fix, including a stage 1 response that incorrectly claimed the defect was resolved, and maladministration…

The Ombudsman found maladministration by Islington Council in its handling of a resident's complaint about consent granted for works affecting the communal area of her building. The landlord failed to respond within its…

The Ombudsman found maladministration by Islington Council for its handling of leaks and damp, ventilation requests, complaint handling, and record keeping. Service failure was found for the fly infestation and kitchen…

The Ombudsman found maladministration in the landlord's handling of ASB reports (failure to follow procedure, investigate, or take proportionate action over 3-4 years), maladministration in handling a leaking overflow…

The Ombudsman found maladministration by Islington Council in its handling of a resident's succession application, its complaint handling, and its communication with the resident, and service failure in its response to…

The Ombudsman found maladministration by Islington Council in its management of the communal cleaning service to the resident's block over several months, including failures to address staffing issues, poor cleaning…

The Ombudsman found severe maladministration by Islington Council for its handling of repairs, response to damp and mould, and complaint handling. The landlord failed to act on survey recommendations from July 2020,…

The Ombudsman found service failure in the landlord's handling of ASB reports (missed opportunities for early mediation and failure to refer alleged hate crime to police), maladministration for failing to consider the…

The Ombudsman found no maladministration in the landlord's decision to lease an unused bin store without consultation, as it acted within its legal powers. However, there was service failure in the landlord's response…

The Ombudsman found maladministration by Islington Council for its handling of the resident's reports of roof leaks (ongoing since 2017, with only temporary fixes), failure to properly provide or monitor communal…

The Ombudsman found severe maladministration in the landlord's management of a mutual exchange, where an inadequate inspection failed to identify a removed chimney breast and other defects, leading to the resident's new…

The Ombudsman found maladministration in the landlord's handling of ASB and noise transference reports, and in its complaint handling. Service failure was found in proactive engagement with external agencies regarding…

The Ombudsman found maladministration in the landlord's handling of damp repairs to the resident's bathroom, which took 421 working days to complete, far exceeding its 12-week target. Severe maladministration was found…

The Ombudsman found service failure by Islington Council in five areas: response to requests about bathroom fixtures, cyclical bathroom improvements, asbestos-containing items, kitchen extractor fan relocation, and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, severe maladministration in its complaint handling, and maladministration in its record keeping. The…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's request to extend into the loft space, due to poor communication, failure to manage expectations about ownership and the need for…

The Ombudsman found maladministration for the landlord's handling of a sewage leak (6-hour emergency response delay, inadequate investigation), disposal of damaged flooring, a 17-month delay installing radiators, and…

The Ombudsman found maladministration in the landlord's handling of roof repairs (seven-month delay, poor record keeping), severe maladministration in its complaint handling (protracted 258-working-day process, failure…

The Ombudsman found severe maladministration for the landlord's failure to take appropriate action on the resident's reports of noise nuisance from a neighbour without floor coverings over several years, and severe…

Maladministration for inadequate compensation following damp/leak reports and for complaint handling failures. The landlord delayed its stage two response by nearly 8 months without updates and failed to properly…

The Ombudsman found maladministration by Islington Council in its handling of repairs to a bathroom leak, windows, garden drainage, shed, damp and mould, and kitchen repairs. Severe maladministration was found in the…

The Ombudsman found maladministration in the landlord's handling of ASB reports due to poor case management, failure to complete risk assessments, and failure to communicate effectively with the resident. Severe…

The Ombudsman found severe maladministration in the landlord's handling of a faulty key fob (10-month delay, failure to offer contingency access, lack of regard for vulnerability) and in its complaint handling (14-month…

The Ombudsman found maladministration in the landlord's handling of ASB reports (delayed response, failure to engage with the resident's lack of trust) and maladministration in complaint handling (significant delays,…

The Ombudsman found maladministration in the landlord's handling of a mutual exchange application, which took 73 days against a 42-day target, with poor record-keeping and communication failures. Maladministration was…

The Ombudsman found service failure by Islington Council for a seven-month delay in repairing a lounge ceiling following a leak (including asbestos removal), awarding £250 compensation. However, there was no…

The Ombudsman found maladministration in the landlord's decision to issue a notice to quit and notice seeking possession without first warning the resident or requesting supporting evidence at the right time, and…

No maladministration for the landlord's initial leak response, but maladministration for failing to consider the resident's decant request despite her disabilities, leaving her unable to access her wet room for 33…

The Ombudsman found service failure by Islington Council regarding cyclical communal redecorating works and complaint handling. The landlord sent a poorly worded letter about an external colour change causing confusion,…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front door (delays, poor communication, inadequate compensation offer) and maladministration in its complaint handling…

The Ombudsman found severe maladministration for the landlord's handling of a persistent leak over three years, with repeated delays, missed appointments, poor record-keeping, and failure to protect a vulnerable…

The Ombudsman found severe maladministration for the landlord's handling of repairs to a leak causing damp and mould, due to repeated delays from 2019 to June 2022, poor communication, and failure to address health…

The Ombudsman found maladministration by Islington Council in three areas: handling of damp and mould repairs (delays, poor communication, failure to carry out internal works pending external works); handling of the…

The landlord was found to have maladministration for its response to the resident's reports of a mice infestation, taking over six months to complete proofing works and failing to consider the resident's mental health…

The landlord delayed guttering repairs for over a year, including failing to erect scaffolding as recommended. The Ombudsman found the landlord's £399.96 compensation offer was reasonable redress for the repair…

The Ombudsman found maladministration by Islington Council for failing to follow its ASB policy and properly respond to a resident's reports of antisocial behaviour and noise disturbance over a prolonged period. No…

The Ombudsman found that the landlord made a reasonable offer of redress (£588.30) for its handling of damp and mould repairs and associated complaint handling delays, resolving both complaints satisfactorily. The…

The landlord's boiler repair was delayed from 20 July to 3 August 2021 due to faulty parts and communication failings, including not having the resident's preferred contact details on record and an unexpected visit. The…

The landlord took nearly 11 months to repair a water leak causing damp and mould, and delayed mould treatment and complaint responses. It acknowledged its failings, apologised, and offered £617 compensation, which the…

The Ombudsman found service failure in the landlord's handling of boiler repairs, which took over three months (October 2020 to January 2021) due to contractor errors, and service failure in complaint handling due to an…

The Ombudsman found no maladministration in the landlord's handling of the resident's request for a replacement front door and frame, as the landlord reasonably relied on multiple professional assessments that…

The Ombudsman found that the landlord's offer of £375 compensation resolved complaints about its handling of a water leak (repaired 23 working days after report, with communication failures) and its significantly…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of illegal parking on his estate, as it took reasonable enforcement action and progressed a Traffic Management Order.…

The Ombudsman found maladministration for the landlord's failure to complete mould treatment works for around 17 months following a surveyor's recommendation, causing distress and inconvenience. No maladministration was…

The Ombudsman found the complaint about kitchen repairs and pest proofing works was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure before bringing the…

The Ombudsman found no maladministration in the landlord's response to the resident's reports about cracked and draughty windows, as it was reasonable to postpone repairs for planned window replacement works under the…

The Ombudsman found reasonable redress for the landlord's handling of caretaker attendance concerns (it investigated and took appropriate steps) and for complaint handling delays (it apologised and offered £75). No…

The Ombudsman found service failure by Islington Council for erecting scaffolding without notifying the leaseholder, failing to keep him updated, and leaving it in place for over 14 weeks causing inconvenience. However,…

The Ombudsman found reasonable redress by the landlord regarding its handling of reports of noise disturbance and anti-social behaviour. While the landlord delayed investigating the resident's reports from August to…

Maladministration for the landlord's handling of a damp and mould report. The landlord accepted service failures including a 45-month repair delay and poor complaint handling. The Ombudsman ordered an additional £1,375…

The landlord acknowledged service failures in its handling of repairs following a leak into the resident's wet room, including delays in diagnosis and failure to provide a dehumidifier. It apologised, increased…

The landlord was found to have maladministration for its response to the resident's reports of persistent DIY noise nuisance from a neighbour, as it failed to maintain regular contact, agree an action plan, or follow…

The Ombudsman found that the landlord offered reasonable redress (£406.20) to the resident for a defective heating and hot water system. While there were service failures including staff not wearing PPE and unclear…

The Ombudsman found maladministration by Islington Council in its handling of reports of damp and roof leaks, and service failure in its complaint handling. The landlord failed to resolve a recurring roof leak from…

The Ombudsman found service failure by Islington Council in its response to the resident's request for garden repairs. While the landlord's decision that it was only responsible for access paths (not the entire garden)…

The Ombudsman found no maladministration in the landlord's decision to issue a warning letter to the resident about persistent complaints regarding staff conduct, as the resident had repeatedly raised the same issues…

The Ombudsman found no maladministration in the landlord's handling of roof repairs, but found service failure for a six-month delay in completing plaster and paint works, and maladministration for poor complaint…

The Ombudsman found no maladministration by Islington Council regarding its response to a leaseholder's suggestions about moving a neighbour's door or obtaining temporary accommodation due to serious antisocial…

The Ombudsman found no maladministration in the landlord's response to the resident's concerns about communal cleaning, as it carried out reasonable inspections. However, there was service failure in the complaint…

The Ombudsman found no maladministration in the landlord's handling of ASB reports from March 2020 onwards, as it followed its procedure appropriately. However, a service failure was found in complaint handling because…

The Ombudsman found service failure by Islington Council in its response to reports of large cracks in the walls of a property, which transpired to be subsidence. The landlord offered reasonable redress but did not…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise nuisance from upstairs neighbours, as it properly investigated using noise recording equipment and reasonably…

The Ombudsman found no maladministration in the landlord's investigation of a resident's complaint about rude staff conduct, as it took reasonable steps to investigate despite being unable to identify the staff member.…

The Ombudsman determined the complaint about the council's handling of a parking space application was outside its jurisdiction, as it did not relate to the resident's occupation of their property and appeared to be a…

The Ombudsman found that the landlord offered reasonable redress to the leaseholder by acknowledging it had scratched some windowpanes during cyclical works, apologising, and offering to replace the damaged panes. The…

The Ombudsman found that the landlord offered reasonable redress after mistakenly booking a repair for a toilet seat (a tenant responsibility). The landlord acknowledged its error, apologised, offered £15 compensation,…

The Ombudsman determined that the complaint about the resident's liability for major work charges for replacing the metal roof was outside its jurisdiction, as it is more appropriate for the First-Tier Tribunal…

The Ombudsman found reasonable redress for delays in guttering repairs (the landlord offered £100 compensation), service failure for delays in internal wall/ceiling repairs (ordered £150), no maladministration for…

The Ombudsman determined the complaint about the landlord's handling of a leak through the resident's bathroom ceiling was outside its jurisdiction because the matter was the subject of ongoing legal proceedings.

The Ombudsman found that the landlord offered reasonable redress for its acknowledged failures in handling floor repairs (taking 10 months) and complaint handling delays, with compensation totalling £630.68. No…

The Ombudsman found no maladministration in the landlord's handling of either the annual gas safety check or the boiler repair. The landlord acted reasonably in arranging appointments, sending reminders, and responding…

The Ombudsman found reasonable redress for repairs and defects (the landlord offered proportionate redress after letting a property below standard), service failure for refusing to install an external front light…