London Borough of Camden Council

Maladministration found in the landlord's handling of a leaseholder's reports of leaks and resulting damp, mould and damage, due to poor record keeping, closing jobs before confirming leaks stopped, and failing to keep…

Maladministration was found in the landlord's response to water leaks causing damp and mould, due to repeated delays in carrying out work identified in surveys (including a 247-day delay before raising a roof work…

Maladministration was found in the landlord's handling of heating issues, where emergency repair timescales were repeatedly missed and heating was not restored for nearly 8 months. Service failure was found in the…

The Ombudsman found service failure in the landlord's handling of leaks including damp and mould, and in its handling of the associated complaint. The landlord missed opportunities to investigate the leak source,…

The Ombudsman found maladministration in the landlord's response to a report of a wastewater leak into the kitchen, where its contractor missed two opportunities to diagnose the leak despite clear reports of escalation,…

The Ombudsman found maladministration by the landlord in its response to a mice infestation and request for reimbursement of private treatment, as it failed to prioritise the issue, consider health risks to a young…

The Ombudsman found service failure in the landlord's handling of a repair to a leaking stopcock, which took 43 working days against a 20-working-day policy timescale, and where the landlord failed to clarify whether…

Maladministration found in the landlord's handling of the resident's reports of smells and fumes entering her property from a neighbouring property, where it failed to act on its own operatives' evidence of fumes…

The Ombudsman found no maladministration in the landlord's decision not to reimburse the resident for private plumber costs incurred to repair a leak in a communal water tank, and no maladministration in complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and service failure in its handling of the complaint. The landlord repeatedly failed to meet its repairs and…

The Ombudsman found service failure in the landlord's handling of the resident's reports about staff conduct and in its complaint handling. The landlord investigated the staff conduct complaints reasonably, but failed…

The Ombudsman found service failure in the landlord's handling of the resident's reports of outstanding repairs and structural issues, because it did not act in accordance with guidance on Pre-action Protocol for…

The landlord was found responsible for maladministration in its handling of repairs to an adapted bathroom (including damp and mould, a leak, fly infestation, damaged flooring and inconsistent responses to shower…

The Ombudsman found no maladministration in the landlord's handling of the resident's shower repairs, as the landlord responded appropriately to the repair reports and made reasonable temporary accommodation…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress from the roof, damp and mould, due to delays in acting, failure to act on essential roof work recommendations…

The Ombudsman found service failure, maladministration, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour (ASB). We have also…

The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of The landlord’s handling of: Repairs. The resident’s complaint. Our decision (determination) We have found:…

The Ombudsman found maladministration, no maladministration, severe maladministration, mediation settlement in the landlord’s handling of The landlord’s stage 2 response was slightly delayed. However, we do not consider…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of Finding Service failure The Code requires landlords to acknowledge complaints within 5 working days and to…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of two leaks and resultant damp and mould, and maladministration in its complaint handling. The landlord took around 21 months…

The landlord was found responsible for maladministration in its handling of a roof leak repair and bathroom ceiling damage, as repairs were not carried out within policy timeframes (the roof was fixed 14 months after…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of The resident’s complaint is about how the landlord dealt with works to the external steps. We have also considered the…

The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of reports of no heating and hot water Complaint handling. Our decision…

The Ombudsman found maladministration in the landlord's handling of a roof leak that remained unrepaired over 2 years after it was reported, and in its handling of the associated complaint. The landlord was ordered to…

The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the ASB reports. Handling of the complaint. Our decision…

There was service failure in the landlord's handling of reports of ASB because it failed to complete a risk assessment and action plan and did not communicate its actions to the resident until the formal complaint.…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of damp and mould. We have also assessed the landlord’s complaint handling. Our…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of how the landlord handled the resident’s reports of: A leak from the roof. Damp and mould. We have also…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s loss of heating and hot water. We have also assessed the…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould and a leak. Complaint. Our…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak in the property and related repairs. We have also considered the…

The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s response to: The resident’s questions about its energy procurement process. Complaint…

The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of repairs to the communal flooring. The resident’s…

Maladministration was found in the landlord's handling of the resident's concerns about repeated lift breakdowns due to poor communication and a lack of proactive repair approach, and service failure was found in…

The Ombudsman found maladministration, severe maladministration, outside jurisdiction in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The resident’s housing…

The Ombudsman found service failure, no maladministration, maladministration, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Report of noise from the above flat. Report…

The Ombudsman found service failure in the landlord's handling of the resident's request to repair a fallen garden wall trellis, which took from May 2023 until October 2024 to complete, and service failure in its…

The Ombudsman found maladministration, service failure, no maladministration, severe maladministration in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s response to…

The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. We have also investigated the…

The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the recurrent loss of heating and hot water over the winter period..

The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord's response to the resident’s reports about anti-social behaviour (ASB). The Ombudsman has investigated the…

The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord's handling of: A repair to the kitchen light. The associated complaint.. Total compensation ordered: £50.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs required to fix the heating. The resident’s request for a refund of…

The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) by the ingress of the smell of cannabis into her…

The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of damp in the property. We have also assessed the landlord’s complaint…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request that it repaint the property’s hallway following a roof leak..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of outstanding repairs, damp and mould, and staff conduct..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a roof leak. The resident’s complaint.. Total compensation ordered: £1310.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak from her sink. We have also considered the landlord’s complaint handling..…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s report that a contractor damaged her belongings and her request for compensation..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of leaks in the property and associated repairs. We have also considered the…

The Ombudsman found maladministration in the landlord’s handling of the landlords handling of: A bathroom window repair. The associated complaint.. Total compensation ordered: £1000.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a reoccurring leak through a communal roof into his living room and hallway..

The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Heating and hot water issues. Its staff’s conduct. We have…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of blockages in the soil pipe, affecting both the downstairs toilet and upstairs bathroom, and the resident’s reports of…

The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202322301 Camden Council 14 July 2025 Our approach The Housing Ombudsman’s approach to…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about: anti-social behaviour (ASB) from a neighbour. staff conduct. The Ombudsman…

The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint was about the landlord’s response to the resident’s reports about roof leaks resulting in loss of electrics and damp and…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould, and the associated repairs.. Total compensation ordered: £605.

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of a leak to the resident’s property..

The landlord was found to have maladministration for its handling of a bathroom leak reported in July 2023, where repairs were significantly delayed over more than 12 months and the resident was left living with a damp,…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about: Leaks, damp and mould, and sink back surges. Anti social behaviour (ASB) from a neighbour..…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A home loss payment to the resident. The resident’s rent account.. Total compensation ordered: £1000.

The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a roof leak, damp and mould. Complaint handling.. Total compensation…

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s responses to the resident’s complaints about its decisions regarding a universal key system in the resident’s…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the resident’s concerns about condition of the property at the start of the tenancy. We have also considered the landlord’s…

The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of anti-social behaviour. The landlord’s handling of the associated complaints..

The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202215702 Camden Council 23 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a repair to the communal front door following a forced entry to deliver a fire safety programme. The Ombudsman has also…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of noise nuisance. The resident’s request for rehousing. Compensation offered following a previous…

The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of asbestos control measures during proposed fire safety works. The Ombudsman will also investigate the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Damp and mould in her bedroom. Kitchen waste backing up into her bath.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of low water pressure at the property. The Ombudsman has also investigated: the…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak into his home and the associated repairs, including damp and…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of drainage problems. We have also investigated the landlord’s complaints handling..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s claim for a refund and compensation due to having no heating and hot water.. Total compensation ordered: £200.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of floorboard noise from the above property. The landlord’s complaint handling has…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a report of a leak from the resident’s bathroom.. Total compensation ordered: £750.

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise disturbances from the flat above. The complaint.. Total compensation ordered: £200.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of second-hand smoke entering his property through the ventilation system..

The Ombudsman found the earlier complaint heads (service charge waiver, damp and mould treatment, kitchen size impact, communal garden) were outside jurisdiction as they were brought more than 12 months after the…

The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of leaks, damp and mould and the associated works. The resident’s complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of leaks, damp and mould. Handling of various estate management issues. Handling of various property…

The Ombudsman found maladministration in the landlord’s handling of : The landlords handling of the residents reports of ongoing water leaks from the flat above. The landlords handling of the residents complaint and the…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of reports of the slow flow of hot water. The complaint is also about the landlord’s handling of the…

The Ombudsman found maladministration in the landlord's handling of a notice to remove fencing and in its conduct of a visit, due to failures to demonstrate due regard to its Equality Act 2010 obligations, inadequate…