London Borough of Croydon

The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks from the upstairs flat, which took approximately 8 months to resolve due to failures in gaining access, record keeping…

The Ombudsman found maladministration in the landlord's handling of damp and mould at the property, which was caused by a wet room leak and took approximately 10 months to start addressing, and in its handling of the…

There was service failure in the landlord's handling of repairs to the boiler and the resident's request for compensation for gas usage, due to failure to appropriately prioritise a repair, not considering the…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of ASB. We have also assessed the landlord’s complaint…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould. Complaint. Our decision (determination) After considering the evidence, we have…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of reports of a leak. We have also assessed the landlord’s complaint handling. Our…

The landlord provided reasonable redress for its handling of the resident's noise nuisance reports, having recognised its failings and offered proportionate compensation of £650. However, the Ombudsman found…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of reports of damp and mould. We have also considered the landlord’s: complaint handling record…

The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of adaptations to make the property suitable…

The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. The…

The Ombudsman found maladministration in the landlord's response to the resident's reports of a faulty heating system, which remained unresolved for almost 9 months due to poor communication of repair visits and a lack…

The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of: Repairs to the external structure of the property. Replacement of external…

The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, as it failed to record, investigate, and act on her reports, did not complete risk assessments or consider her…

The Ombudsman found reasonable redress. The landlord delayed completing ceiling repairs and in handling the complaint (including a stage 2 delay of over 7 months), but its offered £450 compensation was in line with…

The landlord offered reasonable redress in its handling of reports of antisocial behaviour, having acknowledged delays and communication failures, taken appropriate steps to address the ASB, and offered £400…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks, damp and mould. The associated complaint.. Total compensation ordered:…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour. Associated complaint.. Total compensation ordered: £50.

The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of:.

The Ombudsman found maladministration, service failure in the landlord’s handling of how the landlord handled the resident’s: request for rehousing on medical grounds. reports of: drafty windows. a faulty storage…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202332109 London Borough of Croydon 8 September 2025 Our approach The Housing Ombudsman’s approach to…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: bathroom, cloakroom and kitchen repairs. external door repairs. radiator repairs. roof repairs. The…

The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: request for the oven and fridge freezer to be relocated. reports of…

The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s: Handling of the resident’s reports of uncapped gas at the property, and subsequent remedial repairs. Complaints handling..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: An emergency request to access a communal cupboard. The associated complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs. We have also considered the landlord’s complaint handling.. Total compensation ordered:…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Request to move. Reports of mould. Complaint.. Total compensation ordered: £550.

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of damp and mould and associated repairs. The Ombudsman has also considered the landlord’s complaint handling..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Boiler repairs. The resident’s complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB). signup to a property. management transfer request.…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The landlord’s response to the resident’s health issues and its handling of her request for…

The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s: Facilitation of a meter reading. Handling of repairs in the property. Management of the…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of reports about repairs at the property. The Ombudsman has also considered the landlord’s: Handling…

The Ombudsman found maladministration in the landlord’s handling of the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak from the living room ceiling, and damp and mould within the property. Request for it to…

The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the repair to: the external air vent/extractor fan; address the draughty window. The…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s rehousing application. An incident that occurred at its offices. The resident’s…

The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s: breach of a disrepair settlement agreement. handling of temporary accommodation for the resident. The Ombudsman…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of a complaint against the resident. The landlord’s handling of the resident’s complaint..

The Ombudsman found maladministration, mediation settlement, severe maladministration in the landlord’s handling of the landlord’s: Handling of reports of noise nuisance. Complaint handling. The Ombudsman has also…

The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould, and the associated…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s repairs reports after her mutual exchange. The complaint.. Total compensation ordered: £1075.

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: A management transfer request. Reports of leaks in the property and subsequent damp and mould.…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: handling of outstanding repairs at the resident’s home, including leaks, damp, and mould. handling of a pest…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has…

The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of proposed actions from multi agency meeting to address reported antisocial behaviour. The landlord’s handling of the…

The Ombudsman found mediation settlement, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s…

The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s…

The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reporting of anti-social behaviour (ASB). This…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring…

The Ombudsman found mediation settlement, service failure in the landlord’s handling of This complaint is about: The landlord’s Noise Pollution Team’s response to the resident’s reports of noise nuisance. The landlord’s…

The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of This complaint is about: The resident’s transfer request and the Council’s assessment of the resident’s housing…

The Ombudsman found severe maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202215975 London Borough of Croydon 4 May 2023 Our approach The Housing Ombudsman’s approach to investigating…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s succession to her late mother’s tenancy. The landlord’s associated complaint handling.. Total compensation…

The Ombudsman found maladministration in the landlord’s handling of the standard and quality of work carried out at the property, including to the bathroom and kitchen.. Total compensation ordered: £350.

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to the resident’s property following damage caused by leaks from the property above..

The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s handling of the resident’s…

The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The…

The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s reports about how it handled her rent and council tax accounts, following a decant from her…