London Borough of Ealing

The Ombudsman found service failure in the landlord's response to the resident's concerns about her rent account, where payments were made to the wrong account and automated arrears letters continued despite the…

The landlord delayed completing repairs for damp and mould reported by a joint leaseholder, failing to resolve the matter for over two years and offering redress that was not proportionate to the detriment, so the…

Maladministration was found in the landlord's response to the resident's concerns about asbestos, for failing to provide the survey report and clear explanation of findings at an earlier stage and for unreasonable…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak causing damp and mould, due to significant delays, failure to oversee works in line with its repairs process, and…

The Ombudsman found service failure in the landlord's handling of damp and mould damage to the resident's belongings (sofa, curtains, flooring) and in its failure to install thermal boarding as planned, reasonable…

The Ombudsman found maladministration in the landlord's handling of repairs to a roof leak, toilet ceiling, kitchen and brickwork, due to unreasonable delays (including a 6-month roof leak affecting the only toilet) and…

The Ombudsman found the complaint about repairs within the resident's disrepair claim was outside jurisdiction as it was subject to a court order. There was maladministration in the landlord's handling of repairs raised…

The Ombudsman found reasonable redress for the landlord's response to the resident's concerns while she lived in temporary accommodation after a fire, as the landlord acknowledged its failings and offered £4636.06…

The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks from the flat above and the soil pipe, as it took over a year to identify the leak source, failed to provide a clear…

The Ombudsman found maladministration in the landlord's handling of reports of a collapsed ceiling in the living room, as it failed to make the ceiling safe within its 4-hour emergency timeframe, did not evidence risk…

The Ombudsman found maladministration in the landlord's handling of planned adaptation works to the resident's property (poor communication, lack of oversight, failure to follow its repairs handbook and record-keeping…

The Ombudsman found maladministration in the landlord's handling of a leak and associated damp and mould, and in its complaint handling. The landlord failed to follow its repair and damp and mould policies, resulting in…

There was maladministration in the landlord's handling of repairs to the communal heating and hot water system, which persisted over 6 months with 23 repair reports before the boiler was replaced, and a service failure…

The Ombudsman found maladministration in the landlord's response to a recurring leak and resulting damp (delays, no lasting repair, no inspection/treatment of damp and mould, poor records and failure to follow its…

The Ombudsman found maladministration in the landlord's response to reports of cracks to an external wall: it inspected reasonably promptly but delayed raising and completing the repair (which remained outstanding) and…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front door (and related damp and mould) due to unreasonable delays, and in its complaint handling. The landlord was ordered…

The landlord was found responsible for maladministration in its response to reports of a leak, its response to reports of mould, its complaint handling, and its record keeping. It failed to follow its repairs and…

The landlord failed to take timely action to resolve long-standing damp and mould and associated repairs, with poor record-keeping and communication leaving the resident chasing the works for over two years; its…

The complaint concerned the landlord's handling of the resident's request for £6,000 compensation for belongings damaged by a roof leak and ceiling collapse. The landlord correctly advised that residents should claim…

The landlord was found to have committed maladministration both in its response to the leaseholder's reports of disrepair to the bathroom and kitchen and in its complaint handling. It repeatedly failed to acknowledge…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports that she did not view the property and that the kitchen was too small for appliances, but found service failure in its…

The Ombudsman found no maladministration in the landlord's handling of the resident's report of poor staff conduct, as it conducted a reasonable investigation given the lack of corroborating evidence and took proactive…

The landlord took over a year to complete repairs for a roof/guttering leak that caused damp and mould, failing to follow its damp and mould policy or prioritise works for a vulnerable leaseholder, which the Ombudsman…

The Ombudsman found severe maladministration in the landlord's handling of reports of repairs for damp and mould throughout the property and associated repairs, where the underlying cause (external render) went…

The Ombudsman determined the complaint was not within its jurisdiction. The damp and mould reports had not exhausted the landlord's 2-stage complaints process, the regeneration programme and suitability of alternative…

The Ombudsman found maladministration in the landlord's handling of reports of a rodent infestation (delayed pest control attendance, failure to investigate recommended ingress points under the kitchen sink and to act…

The Ombudsman found maladministration in the landlord's response to the resident's reports about damp and mould, the repositioning of the wash hand basin, repairs to the balcony door and front door, and its complaint…

The Ombudsman found maladministration in the landlord's handling of a prolonged loss of cold water supply and in its complaint handling, ordering £600 compensation inclusive of a prior £50 offer.

The Ombudsman found severe maladministration in the landlord's handling of repairs to faulty windows (which should have been treated as emergency repairs and took over a year to resolve), and maladministration in its…

The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports, and maladministration in its handling of repairs, its complaint handling and its record keeping. It found no…

The Ombudsman found maladministration in the landlord's handling of a shared owner's reports of defects (notably plant room noise) at his new build property, due to delays in arranging inspections, a lack of evidenced…

The landlord took many months to identify and resolve a leak from a neighbouring leasehold property, causing damage and distress to a registered blind resident, and delayed both stages of its complaint response. The…

The complaint concerned how the landlord handled the resident's complaint about his discretionary tenancy application. The Ombudsman found service failure because the landlord did not follow its complaints policy and…

The Ombudsman found maladministration in the landlord's handling of the resident's requests for adaptations, service failure in its response to concerns about cavity wall insulation, and service failure in its complaint…

The Ombudsman found maladministration in the landlord's handling of noise from the soil stack (8+ month delay, poor communication, failure to consider the resident's autism), maladministration in handling repairs to…

The Ombudsman found the damp and mould complaint fell outside its jurisdiction due to a prior legal settlement, and found no maladministration in the landlord's handling of the resident's request to be rehomed.

Severe maladministration for handling of repairs following a leak. The landlord delayed responding to an emergency leak, failed to consider the resident's vulnerability, did not complete internal repairs for over a…

The Ombudsman found maladministration in the landlord's handling of reports of a leak in the resident's bathroom (delays completing repairs, poor record-keeping, poor communication and an unresolved ongoing leak) and…

The Ombudsman found maladministration in the landlord's handling of bathroom repair issues and its complaint handling, ordering an increased total of £550 compensation after prolonged delays affecting an elderly…

The Ombudsman found maladministration in the landlord's handling of reports of subsidence (specifically its failure to communicate with the resident), in its record keeping, and in its complaint handling. The landlord…

The Ombudsman found no maladministration in the landlord's handling of a request to refurbish the bathroom (the bathroom was less than 30 years old and the landlord could rely on its survey under the Decent Homes…

The Ombudsman found maladministration in the landlord's handling of recurring communal lift breakdowns (November 2021 to April 2023) due to poor record-keeping, failure to treat repairs as emergencies, and inadequate…

The landlord was found to have maladministration for its handling of reports of leaks from a neighbouring property (delays, poor communication, lack of contractor oversight) and for poor record keeping. Severe…

The Ombudsman found maladministration in the landlord's complaint handling due to significant delays (over 200 working days), failure to acknowledge complaints, and failure to complete promised actions. The substantive…

Maladministration for handling of multiple leaks (wash basin, roof, boiler) with delays, failure to treat as emergencies, scaffolding left 99 days, 95-day remedial work delay, and inadequate compensation. Also…

The Ombudsman found severe maladministration for the landlord's failure to resolve damp and mould at the resident's property over nearly 3 years, with repeated missed appointments and poor communication.…

The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports, with delays of over 20 months in completing recommended works while a vulnerable family with child protection…

The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports, including repeated communication failures and failure to carry out interim works while arranging a decant.…

The landlord was found to have maladministration for failing to properly repair a communal water tank after a leak in March 2022, leaving the resident's leasehold flat uninhabitable, and for significant delays and poor…

The landlord was found to have maladministration for failing to carry out temporary repairs to a roof leak while arranging a full roof replacement, leaving the resident with a leaking roof and damaged…

The Ombudsman found maladministration in the landlord's handling of a roof leak that remained unrepaired 11 months after being reported, with no signposting to an insurance claim for redecoration, and service failure in…

The Ombudsman found maladministration in the landlord's 12-month failure to repair or secure a broken communal entrance door, with poor record keeping and communication, and maladministration in its complaint handling,…

The Ombudsman found no maladministration regarding the mutual exchange checks, but found maladministration for significant delays in repairs (electrics left in dangerous condition for over a year, window restrictors…

The Ombudsman found maladministration for the landlord's handling of repairs to the kitchen worktop, electrical socket, bedroom windows and bathroom ceiling, and for its handling of related communications and complaint.…

The Ombudsman found service failure by the landlord for delays in responding to the resident's drainage concerns (taking over 2.5 months to decline a CCTV survey and 5 months to arrange a surveyor inspection after a…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of bins obstructing his mobility scooter storage unit, as the landlord took reasonable steps to address the issue. However,…

The landlord was found to have maladministration for its handling of repairs following repeated sewage floods (delaying preventative works, taking 9 months for remedial works, poor record-keeping and communication) and…

The landlord was found to have maladministration for its handling of damp and mould reports, taking over 7 months to treat the issue and failing to complete outstanding redecoration and vent works. It was also found to…

The Ombudsman found no maladministration in the landlord's handling of noise nuisance reports about bathroom light switches, as the noise was considered everyday living noise. However, there was maladministration in the…

The Ombudsman found no maladministration by London Borough of Ealing in its handling of the resident's complaints about anti-social behaviour by neighbours and the impact of neighbours smoking. The landlord took…

The Ombudsman found severe maladministration in the landlord's complaint handling (stage two response took 195 working days, only issued after a Complaint Handling Failure Order), maladministration in its response to…

The landlord was found to have maladministration for its handling of repairs reported in April 2019, which remained unfinished over 32 months later. The landlord failed to communicate with the resident, did not offer…

The Ombudsman found service failure by London Borough of Ealing for failing to properly consider compensation for delays and inconvenience when handling a leaseholder's request about shed allocation, despite taking…

The Ombudsman found service failure for delays in remedial works following a boiler leak and for failing to review whether the boiler (over 16 years old) needed replacement. Reasonable redress was found for the…