London Borough of Hackney

The landlord delayed completing damp and mould repairs and failed to coordinate with the TMO over shared repair responsibilities, but offered compensation in line with its policy at both complaint stages. The Ombudsman…

The landlord was found responsible for maladministration in its handling of the resident's service charge queries and information provided, having taken nearly two years to set up an account and issue a welcome pack,…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, which took 3 years to resolve due to repeated delays, poor record keeping and failure to progress works. It also…

The landlord completed damp and mould repair work outside its policy timescales and failed to acknowledge the delayed repair responses through its complaint process, and it also delayed its complaint handling without…

The Ombudsman found no maladministration in how the landlord handled reports of communal lift breakdowns, damp and mould, or the complaint itself. It declined to investigate the boiler issues, flooding, collapsed…

There was reasonable redress in the landlord's response to reports of leaks and associated repairs, and reasonable redress in its response to reports of window repairs, where it acknowledged service failures, identified…

The Ombudsman found reasonable redress in the compensation the landlord offered for its repair delays and in its complaint handling, but service failure in the landlord's handling of repairs to the resident's living…

The landlord's response to the resident's reports of damp, mould and associated repairs amounted to service failure: it failed to respond to concerns about the scope of proposed works, re-issued orders without…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise and ASB from neighbours, citing poor communication, avoidable delays, failure to complete risk assessments and action…

The Ombudsman found service failure for the landlord's handling of the resident's concerns about the heating and hot water system. The landlord repaired the system in line with policy and offered appropriate redress,…

Maladministration found in the landlord's response to ASB reports due to delays, inaction between Oct 2024 and Feb 2025, delayed escalation to the ASB team and advice panel, and poor communication. Complaints handling…

Maladministration was found in the landlord's handling of ongoing water pressure issues in the resident's top-floor flat, which remained unresolved for around 10 months despite legal repair obligations. The landlord…

The Ombudsman found maladministration in the landlord's response to the resident's request for repairs due to unreasonably long delays (including windows, front door, canopy, kitchen heating and holes) that caused…

The Ombudsman found the landlord's handling of repairs to the resident's bedroom window, and its complaint handling, amounted to reasonable redress. There were significant repair delays (raised March 2023, completed…

The Ombudsman found service failure in the landlord's handling of the resident's ASB reports because, although its investigation actions were reasonable and proportionate, it did not create an action plan or communicate…

The Ombudsman found maladministration in the landlord's handling of the resident's report of a roof leak and the subsequent damp, mould and damage — it failed to assess priority, set out and complete interim measures,…

The Ombudsman found maladministration in the landlord's handling of heating system repairs, as it did not meet its repair policy timescales, delayed replacing the hot water cylinder by an unreasonable three months,…

A leaseholder complained about the landlord's response to service charge arrears and its failure to provide the documentation behind them. The Ombudsman found a service failure: the landlord delayed around 11 months in…

The Ombudsman found severe maladministration in the landlord's handling of reports of a leak from the bathroom skylight, with prolonged unreasonable delays, no learning from the recurring cause, poor record-keeping, and…

The complaint concerned the landlord's handling of the resident's reports of damp, mould and leaks. The Ombudsman determined the complaint was not within its jurisdiction because the same issues are the subject of court…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and remedial repairs, its complaint handling, and its record keeping, but no maladministration in its responses to the…

The landlord failed to properly investigate the resident's repeated reports of noise disturbance and did not call him back or update him, which was maladministration resulting in £600 compensation. Its…

The Ombudsman found severe maladministration in the landlord's handling of reports of inadequate heating and smoke in the property, and maladministration in its handling of low hot water pressure and drainage issues,…

The landlord's handling of the resident's repeated damp and mould reports and the associated repairs amounted to maladministration, including delays, missed appointments, inaccurate record keeping, and a failure to…

The landlord delayed unreasonably in repairing and redecorating a kitchen ceiling leak, taking around 45 weeks from first report; the Ombudsman found reasonable redress as the landlord's £1220 offer was sufficient. The…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould. It identified unreasonable delays in raising and completing works, poor record-keeping, inadequate…

The Ombudsman found severe maladministration in the landlord's handling of the resident's assignment applications: it refused a successorship assignment on under-occupation grounds that do not apply, and failed to…

The Ombudsman found maladministration in the landlord's handling of electrical repairs following a leak. Although it attended within 24 hours and provided a temporary cooker, it delayed the cooker repair for months,…

The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB and noise because it did not fully acknowledge its communication failings (including the ASB officer not contacting the…

The Ombudsman found maladministration in the landlord's handling of the resident's rehousing request: the application was not processed and was later lost, and the landlord's communication was unclear, causing distress…

The Ombudsman found maladministration in the landlord's handling of the resident's ongoing reports of ASB and noise (it did not show appropriate action on reports of threats, feeling unsafe and wanting to move, and did…

The Ombudsman found maladministration in the landlord's handling of a leak and kitchen repairs (taking 7 months to resolve), service failure in its handling of associated costs while the resident was in temporary…

The Ombudsman found service failure in the landlord's handling of the resident's ASB reports (failure to acknowledge within policy timeframes, failure to review the case monthly, unreasonable handling of the resident's…

The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour by a neighbour: while it was responsive and stayed in contact, its actions between September 2023 and…

The Ombudsman found reasonable redress in the landlord's response to the resident's reports about a water tank, hot water cylinder and pipework lagging, and its compensation. There were failings — including an…

The Ombudsman found service failure in the landlord's response to the resident's concerns about the length of time taken to relocate her under its right to return (RTR) scheme, citing communication failures, vague…

The Ombudsman found service failure in the landlord's handling of reports of smells, noise, fluff and damp from a neighbouring property, due to poor record keeping causing a missed survey and a delay of over 6 months in…

The complaint concerned the landlord's response to the resident's reports of antisocial behaviour and her request for a management transfer. The Ombudsman determined it could not investigate because the same matters…

The Ombudsman found maladministration in the landlord's handling of ASB reports made against the residents — it failed to adequately investigate the neighbour's allegations, relied solely on the neighbour's reports and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould. It cited repeated delays, a failure to pursue available steps to ensure the property was decent and…

The Ombudsman found severe maladministration in the landlord's handling of the resident's window repairs, maladministration in its handling of damp and mould, and service failure in its handling of a banister repair and…

The complaint concerned the landlord's handling of damp, mould, and the subsequent repairs in the property. The Ombudsman found reasonable redress: the landlord acknowledged its failures, apologised, and offered…

The complaint concerned the landlord's communication about alleged non-payment of service charges and its handling of the complaint. The Ombudsman found reasonable redress on both heads: the landlord acknowledged…

The Ombudsman found reasonable redress on the landlord's handling of window repairs (an around 11-month delay with communication and contractor miscommunication issues, for which it apologised and offered compensation)…

The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour (ASB) and noise from a neighbour. The landlord failed to open a case or keep records for a period, did…

The Ombudsman found reasonable redress in the landlord's handling of reports of a leaking kitchen pipe and subsequent remedial works, and in its complaint handling, and no maladministration in its handling of damp and…

The Ombudsman found reasonable redress in the landlord's handling of lift repairs (the landlord's compensation offer was reasonable) and service failure in its handling of leaks in the communal areas, ordering a further…

The Ombudsman found maladministration in the landlord's handling of damp and mould (over 18 months unresolved), no maladministration in its decision not to temporarily move the resident, and a service failure in its…

The complaint concerned the landlord's handling of service charge arrears recovery and its complaint handling. The Ombudsman found reasonable redress on the arrears recovery: the landlord failed to update the…

The landlord failed to respond to the resident's reported leak and the resulting damage in line with its obligations and policies, with repairs taking almost 9 months and a lack of a joined-up approach between teams.…

The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of leaks, damp and mould: repairs took around eight months against a 21-working-day target, with repeated inspections and poor…

The Ombudsman found a service failure in the landlord's response to the resident's reports of damp and mould and leaks. It identified missed appointments, delays in inspecting and repairing (including a leak repair…

The landlord delayed inspecting and resolving reports of damp and mould and associated repairs, wrongly allocated the works order to the wrong contractor causing an avoidable 5-month delay, and failed to provide…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about leaks, damp and mould (delayed inspection and treatment, failure to inspect the balconies above the property and follow…

The Ombudsman found no maladministration in the landlord's handling of reports of noise nuisance from the upstairs neighbour: it spoke to the neighbour, provided noise-recording tools and alternative methods, visited…

The Ombudsman found maladministration both in the landlord's response to the resident's report of a leak from a neighbouring property (which took around five months to resolve, with failures to risk assess, keep the…

The landlord failed to inspect within its repairs timescales after reports of a black residue in the property (inspection took about 8 months), gave confusing and misleading communication, and attributed the issue to…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about the communal areas of his block and estate (including a communal door, fire safety, an electrical cupboard and a footpath…

The Ombudsman found a service failure in the landlord's handling of the resident's various repairs, after the landlord acknowledged 56 weeks of avoidable delays and offered £1,560 compensation. Although the offer and…

The Ombudsman found severe maladministration in the landlord's handling of the resident's boiler repairs, which left her without heating and hot water for about five months, and maladministration in its handling of damp…

The Ombudsman found the landlord's offer of £1,232.52 compensation reasonably redressed admitted delays and failures in resolving a roof leak, including a wrongly assigned repair priority and lost roof records following…

The landlord offered reasonable redress for its handling of the resident's reports about damp and mould, including delays, poor internal communication, and failure to keep the resident updated. It apologised and offered…

The Ombudsman found maladministration in the landlord's handling of damp and mould repairs and in its complaint handling, and service failure in its record keeping. It found the resident's concerns about the impact of…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to the balcony door and windows. It cited an unreasonable delay in inspecting (3 months), a failure to follow up on…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of leaks, damp and mould, which recurred over nearly three years, with unreasonable delays, missed damp/repair targets,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks (with subsequent damp and mould), its handling of pest control (a silverfish infestation), and its handling of the…

The Ombudsman found reasonable redress in how the landlord handled the resident's noise nuisance reports: it acknowledged its delays and poor communication and offered £400, which the Ombudsman considered sufficient to…

The Ombudsman found service failure in the landlord's response to the resident's reports of smoking in communal areas, because it delayed acknowledging the report and delayed starting its investigation discussion. It…

The Ombudsman found maladministration in the landlord's response to reports about windows and insulation: it failed to communicate clearly about major works survey outcomes and plans, did not demonstrate that window…

The Ombudsman found service failure in the landlord's handling of communal and front door repairs, including failure to secure a cat flap after a break-in, and ordered repair works. The landlord's £300 offer for…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of leaks, damp and mould (the home was affected almost continuously from 6 January 2022 to 18 December 2023, with…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance and ASB, due to a 7-month delay in providing a definitive answer about a professional witness and failure to…

The Ombudsman found maladministration in the landlord's handling of communal lift repairs and service failure in its handling of the associated complaint, ordering an apology, £350 compensation, and staff training on…

The Ombudsman found the landlord's prior offer of £2260 for remedial works failures amounted to reasonable redress, but found service failure in its handling of the resident's decant, complaint handling, and record…

The Ombudsman found maladministration in the landlord's response to the resident's reports of various repairs, including unresolved damp and mould in the basement (now housing a toilet), a delayed repair to the…

The Ombudsman found the resident's reports of damp and mould and her request for rehousing due to overcrowding to be outside its jurisdiction (the damp and mould was subject to an ongoing civil disrepair claim, and the…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and associated remedial repairs (a ~5-month delay in completing works and over 18 months to repair a broken window handle),…

The Ombudsman found service failure in the landlord's handling of a reported roof leak between 17 August and 22 September 2022, as it failed to respond to the leak as an emergency despite the resident's vulnerabilities…

The Ombudsman found service failure in the landlord's response to disrepair issues and the resident's concerns about its operatives, due to a ~10 month delay in fully engaging with those concerns, though the landlord…

The Ombudsman found reasonable redress in the landlord's handling of leaks and the quality of work completed, as the landlord's £545 offer was in line with the remedies guidance. However, there was service failure in…

The Ombudsman found maladministration in the landlord's response to reports of water ingress and associated damp and mould, and maladministration in its handling of the complaint. There was poor record keeping, poor…

The Ombudsman found maladministration in the landlord's handling of the resident's reported repairs (damp and mould in the wet room, rat/ant infestation and outstanding works), citing failures to monitor its contractor,…

The Ombudsman found maladministration in the landlord's handling of water entry into the resident's home, including external repairs to the guttering and roof, with unreasonable delays, poor record-keeping, no evidence…

The Ombudsman found severe maladministration in the landlord's handling of a non-English-speaking resident's reports of racial harassment, including repeated failure to provide an interpreter and abandonment of its own…

The Ombudsman found the landlord's redress for ASB handling failures was reasonable, but found service failure over an 8-month delay addressing communal water pooling and maladministration in its complaint handling,…

The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak and associated repairs in her bedroom, and in its complaint handling. The complaint about damage to the resident's…

The Ombudsman found the resident's complaints about antisocial behaviour and damp and mould were outside jurisdiction as they had already been determined. It found service failure in the landlord's handling of the…

A leaseholder complained about the landlord's handling of reports that communal lighting stayed on day and night, and about the landlord's complaint handling. The Ombudsman found reasonable redress on both heads: the…

The Ombudsman found service failure in the landlord's handling of the resident's ASB reports about his neighbour (failure to consider early resolution/mediation, missed reports, and unanswered CCTV and police-advice…

The Ombudsman found reasonable redress in the landlord's handling of both a leak into the resident's property from the flat above and of her reporting of damp and mould. It identified delays and a failure to keep the…

The Ombudsman found severe maladministration in the landlord's response to the resident's reports of leaks, damp and mould, with key repairs from October 2021 still outstanding (an overall delay of around 31 months)…

The Ombudsman found maladministration in the landlord's handling of a leak from a neighbouring property above the resident's flat, which took 78 working days to resolve and was not correctly prioritised, and service…

The Ombudsman found a service failure in the landlord's handling of a leak affecting the resident's property. The landlord responded promptly but there were avoidable delays completing repairs from October 2023 to…

The Ombudsman found maladministration in the landlord's handling of leak and boiler repairs, including delays in providing drinking water and failure to assess habitability, and service failure in its complaint…

The Ombudsman found maladministration in the landlord's handling of repairs following a leak in the resident's kitchen. It identified unreasonable delays in restoring heating and hot water, a prolonged delay in…

The Ombudsman found maladministration in the landlord's handling of a flood/upsurge and deep clean request, its complaint handling and compensation offered, and its record keeping, ordering £1050 total compensation and…

The landlord repeatedly failed over more than three years to resolve drainage, flooding, damp and mould and flooring issues, leaving the resident unable to use her lounge, with poor record keeping and severely delayed…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and the associated damp and mould, and maladministration in its complaint handling. There were delays and poor record…

The Ombudsman found severe maladministration after an elderly resident was left without heating and hot water for 7 weeks and with unrepaired leaks for 106 working days, plus maladministration in complaint handling and…

The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports and in its complaint handling and record keeping, but no maladministration regarding floorboard repairs.…

The Ombudsman found maladministration in the landlord's handling of communal lift repairs, its record keeping, and its complaint handling, after an elderly resident was left without lift access and support for over four…

The Ombudsman found service failure in the landlord's handling of repairs to the front door and extractor fan, and in its handling of damp and mould, due to unreasonable delays and poor record keeping. The landlord was…

The Ombudsman found maladministration in the landlord's handling of outstanding repairs and compensation, and in its complaint handling, ordering an inspection and £1,000 total compensation.

The Ombudsman found service failure in the landlord's handling of a no heating and hot water repair that took 21 days to resolve, ordering total compensation of £170 including the £60 previously offered.

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of missing belongings from her former property following an emergency transfer, as the landlord investigated reasonably and…

The Ombudsman found maladministration in the landlord's handling of loss of heating and hot water and its complaint handling, and severe maladministration in its handling of damp and mould, ordering £4,788 compensation…

The Ombudsman found service failure in the landlord's handling of ASB reports due to delays, poor record-keeping, and missed opportunities, and maladministration in the landlord's record keeping. Several complaint heads…

The Ombudsman found maladministration in all five complaint heads against London Borough of Hackney: handling of repairs, response to adaptation requests, response to reasonable adjustment requests, monitoring of the…

The Ombudsman found maladministration in an approximately 18-month delay repairing a defective kitchen window, caused by poor contractor escalation and unclear approval processes, though the landlord's £1,110…

The Ombudsman found maladministration by London Borough of Hackney for its handling of a flood caused by a damaged communal pipe, where the landlord and its TMO failed to communicate clearly, delayed removing the broken…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about no heating/hot water and its handling of the decant, maladministration regarding electricity and complaint…

The Ombudsman found service failure in the landlord's response to ASB reports (due to failing to carry out a risk assessment or agree an action plan), maladministration in its handling of the resident's transfer request…

The Ombudsman found service failure in the landlord's handling of the resident's toilet leak and kitchen damage (it did not prioritise the resident's asbestos concerns or relay the outcome), and maladministration in its…

The Ombudsman found maladministration in the landlord's handling of a leak from the flat above the resident and in its repair of the bathroom and hallway ceilings damaged by the leaks, citing avoidable delay, inadequate…

The Ombudsman found severe maladministration for the landlord's handling of repairs, which took over three years to complete and involved failures around asbestos risk, contractor communication, and quality control.…

The Ombudsman found severe maladministration for the landlord's failure to resolve recurring leaks over nearly 3 years, leaving the resident's property in significant disrepair, and for its poor handling of a decant…

The Ombudsman found maladministration for the landlord failing to honour promises made during a mutual exchange to replace the bathroom and front door, for failing to inspect and address mould in the bathroom for nearly…

The Ombudsman found service failure in the landlord's handling of a service charge billing error, largely due to delay in paying agreed compensation, and found the landlord's redress for its complaint handling failings…

The landlord was found to have maladministration for its handling of a leak reported in January 2022. The leak was not resolved until June 2022, remedial works were significantly delayed, and the landlord failed to…

The landlord was found to have maladministration for unreasonably delaying external repairs (repointing, guttering, roof works) for over 17 months following reports of damp and mould, leaving the resident unable to use…

The landlord was found to have maladministration for its handling of repeated leaks from a neighbour's property over 84 weeks, leaving the resident with extensive water damage, damp and mould, and for its severely…

The Ombudsman found service failure by London Borough of Hackney in its handling of external repairs to a hole outside the resident's property (delayed action from January to April 2022) and in its complaint handling…

The landlord was found to have service failure for taking around nine months to handle a bath mixer tap repair, with multiple failed visits and poor coordination. The complaint handling was also criticised for failing…

The Ombudsman found no maladministration by London Borough of Hackney in its handling of remedial works following a wet room leak. The landlord attended promptly after each report, arranged specialist surveyors, and…

The Ombudsman found no maladministration in the landlord's handling of the resident's compensation request following a flood, or in the related repairs. However, the landlord's complaint handling was delayed by over…

The Ombudsman found severe maladministration by London Borough of Hackney for its repeated lengthy delays in investigating and completing roof leak repairs over several years (2019–2023), causing significant distress…

The Ombudsman found service failure by London Borough of Hackney in its response to a repair of an adapted toilet seat. The landlord delayed establishing its repair responsibility, took nearly four months to complete…

The Ombudsman found service failure by London Borough of Hackney for its handling of a leaseholder's service charge queries (including wrongly initiating legal action), for delays responding to queries about a lease…

The Ombudsman found no maladministration by London Borough of Hackney in handling the resident's request to succeed his late mother's tenancy. The landlord correctly applied the law and its policies, confirming the…

The Ombudsman found no maladministration in the landlord's response to the resident's concerns about window renewal works proceeding during the Covid-19 lockdown. The landlord's approach was in line with government…

The Ombudsman found service failure by London Borough of Hackney for not acting quickly enough to reassure the leaseholder about carbon monoxide concerns from a temporary boiler sited outside her flat, and for not…

Maladministration for the landlord's handling of a resident's loss of heating and hot water. It failed to attend within 24 hours for an emergency repair, missed two appointments, and took 15 weeks to restore services.…

The landlord was found to have maladministration for failing to ensure the property met its lettable standard before the resident moved in, causing delays and poor inspection practices, and for its ineffective…

The Ombudsman found that the landlord made reasonable redress for initial delays in repairs (offering £250 compensation), but found a service failure in complaint handling for failing to escalate the complaint when…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports about dogs being off-lead on the estate. The landlord investigated, took reasonable steps within its powers, and arranged…

The landlord was found to have maladministration for its poor communication, delays, and failure to provide updates regarding a leak that persisted for many months, causing distress and inconvenience. Service failure…

The Ombudsman found service failure by London Borough of Hackney for delays in completing outstanding repairs (toilet flush, fire door, ceilings) after contractor works, failing to follow its 21-working-day repairs…

The Ombudsman found no maladministration regarding the landlord's handling of the change to water rates (the decision was made by the water supplier, not the landlord), but found service failure in the landlord's…

The Housing Ombudsman determined the complaint was outside its jurisdiction because it concerns the council's housing allocation process (a local authority function), not its landlord activities, and therefore falls…

The Ombudsman found no maladministration in the landlord's decision to suspend kitchen and bathroom replacement works due to COVID-19 restrictions, as the landlord provided reasonable explanations and kept the resident…

The landlord's earlier offer (apology, £260, action plan) reasonably resolved its handling of noise nuisance reports, but there was service failure in complaint handling for rigidly demanding a fresh stage one response.…

The Ombudsman determined that the complaint about the level of compensation offered by the landlord's insurer for property damage and loss of rental income following a leak was outside its jurisdiction, as it relates to…

The Ombudsman found service failure by London Borough of Hackney for not considering the resident's reports of threats and abuse as part of its ASB investigation, for taking approximately five months to act on reports…

The Ombudsman found service failure by the landlord (London Borough of Hackney, via its TMO) in its response to a leaseholder's reports of a leak from the flat above. The TMO delayed raising a works order by 17 working…

The Ombudsman found service failure by London Borough of Hackney regarding its handling of heating and hot water repairs. The landlord acknowledged a nine-week period without heating/hot water and offered £90…

The Ombudsman found service failure by London Borough of Hackney in its handling of a resident's reports of noise transference from the property above. The landlord delayed contacting the leaseholder, delayed arranging…

The Ombudsman found reasonable redress by the landlord regarding its response to a blocked sink. The landlord's contractors missed three appointments and the repair took longer than the policy timeframe, but the…

The Ombudsman found no maladministration by the landlord. The landlord was not obliged to provide a garage, none were available, and it offered a reasonable alternative. The vandalism was a criminal matter for the…