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 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 and associated repair work. Complaint.…

The Ombudsman found no maladministration, severe maladministration, service failure, maladministration, outside jurisdiction in the landlord’s handling of Our decision (determination) We have found that: There was no…

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

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 Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp, mould and associated…

The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of noise and ASB from neighbours. We have also…

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 reasonable redress, maladministration in the landlord’s handling of The landlord’s handling of repairs to the bedroom window. The landlord’s complaint handling. Our decision (determination) The…

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

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

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: Heating system repairs. The associated complaint. Our decision (determination)…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident about service charge arrears.. Total compensation ordered: £200.

The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak from the bathroom skylight. Associated complaint.. Total…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp, mould and leaks at the property..

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a leak and the associated remedial repairs. Response to the resident's…

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of noise disturbance. We have also investigated the landlord’s complaint…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord handling of the resident’s reports of: inadequate heating and smoke in her property. low hot water pressure and…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould and the associated repairs..

The Ombudsman found reasonable redress, maladministration in the landlord’s handling of how the landlord handled the resident’s reports of: A leak from the kitchen ceiling. Overcrowding. We have also considered the…

The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports of leaks, damp, and mould.. Total compensation ordered: £1455.

The Ombudsman found maladministration, severe maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Assignment…

The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of electrical repairs following a leak.. Total compensation ordered: £400.

The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of ongoing antisocial behaviour (ASB) and noise. The complaint.. Total…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s rehousing request. The complaint.. Total compensation ordered: £200.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s ongoing reports of antisocial behaviour (ASB) and noise. The resident’s concerns regarding…

The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: A leak and kitchen repairs in the resident’s property.…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Antisocial Behaviour (ASB) reports. Complaint.. Total compensation ordered: £300.

The Ombudsman found service failure in the landlord’s handling of the landlord's response to the resident’s reports of antisocial behaviour by a neighbour.. Total compensation ordered: £90.

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about a water tank, a hot water cylinder, and pipework lagging, and its compensation for these..

The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s concerns about the length of time taken to relocate her via its right to return scheme…

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 Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s response to: The resident’s reports of antisocial behaviour (‘ASB.’) The resident’s request for a management…

The Ombudsman found mediation settlement, maladministration in the landlord’s handling of The residents’ complaint is about the landlord’s handling of reports of anti-social behaviour (ASB) made against them. The…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould.. Total compensation ordered: £2062.

The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Window repairs. Banister repair. Reports of damp and mould. We…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of damp, mould, and the subsequent repairs in the property..

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Communication regarding the resident’s alleged non-payment of service charges. Handling of the complaint..

The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s window. The complaint. The landlord operates a 2 stage…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise from her neighbour.. Total compensation ordered: £1110.

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of reports of a: Leaking pipe in the kitchen and subsequent remedial works. Damp and mould due to the…

The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the lifts. Leaks in the communal areas. Individuals…

The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s transfer application and banding. Overcrowding in the resident’s…

The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord's handling of the recovery of service charge arrears. We have also considered the landlord’s complaint handling..

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s report of a leak and the associated repairs in the property. The complaint. In its stage 1 acknowledgement…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks, damp and mould..

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports about damp and mould and leaks in the property.. Total compensation ordered: £150.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould, and the associated repairs..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about leaks, and damp and mould within the property. Associated complaint.. Total compensation…

The Ombudsman found no maladministration, maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of reports of noise nuisance from the upstairs neighbour. The…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s report of a leak. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of residue in the property..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s various repairs..

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We have also considered the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak and subsequent repair issues.. Total compensation ordered: £1232.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about damp and mould in the property..

The Ombudsman found maladministration, service failure in the landlord’s handling of : the impact of repair issues on the resident’s household’s health. the landlord’s handling of: repairs to resolve water ingress to…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the balcony door and windows.. Total compensation ordered: £990.

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of leaks, damp and mould, and the associated repairs. The Ombudsman has…

The Ombudsman found maladministration in the landlord’s handling of This complaint is about how the landlord handled the resident’s reports of: Leaks, including subsequent damp and mould. A pest infestation. The…

The Ombudsman found reasonable redress, service failure in the landlord’s handling of how the landlord has handled the resident’s reports of noise nuisance. We have also considered the landlord’s complaint handling..…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of smoking in communal areas.. Total compensation ordered: £100.

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about: Windows and insulation. Damp and mould.. Total compensation ordered: £600.

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Repairs to the front and rear communal door and the resident’s front door. The associated complaint.. Total compensation…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Housing application and requests to move. Associated…

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, service failure in the landlord’s handling of the landlord's handling of: Repairs to the communal lift. The resident’s associated complaint.. Total compensation ordered: £350.

The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding in the property.…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of various repairs to the property including damp and mould in the basement; damp in the upstairs of…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the…

The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised.…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a reported leak from the roof and damage to his property from historic leaks..

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 service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Leaks in his property and the quality of work completed. Request to be transferred to alternative…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to reports of water ingress and associated damp and mould. Handling of the complaint..

The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s: Handling of the resident’s reporting of repairs to the property including the wet room.…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: repairs to the roof and guttering, and subsequent damp and mould in the property. the associated…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Handling of the resident’s associated…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of antisocial behaviour (ASB), specifically noise nuisance, threats and…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to: the resident’s reports of a leak and associated repairs in her bedroom. the resident’s reports of damage caused to her…

The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s response to reports of antisocial behaviour. The landlord’s response to reports of damp and mould. The landlord’s…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of reports of issues with the communal lighting. The Ombudsman has also considered the landlord’s complaint handling..

The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) about his neighbour. The landlord’s handling of…

The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of: A leak to the property from the property above the resident.…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp, and mould. Complaint handling. The…

The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of upsurges in water into her property. The landlord’s handling of the resident’s…

The Ombudsman found service failure in the landlord’s handling of the landlord's handling of a leak into her home. This includes the landlord’s offer of compensation..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Issues with the resident’s gas appliances and roof. Repairs to the resident’s kitchen, taps and boiler…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs following a leak in the resident’s kitchen.. Total compensation ordered: £1250.

The Ombudsman found maladministration in the landlord’s handling of The complaint refers to the landlord’s: Handling of reports of a flood and upsurge, and the subsequent request for a deep clean. Its complaint handling…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of reports of drainage, flooding, damp, mould and floor issues. We have also considered the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak, and the associated damp and mould. Complaint.. Total compensation ordered: £945.

The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of REPORT COMPLAINT 202228862 London Borough of Hackney 22 March 2024 Our approach The Housing Ombudsman’s…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs to…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the communal lift. The Ombudsman has decided to consider: The landlord’s record keeping. The landlord’s complaint…

The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Handling of repairs to the front door and extractor fan. Handling of reports of…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of no heating and hot water due to a faulty boiler.. Total compensation ordered: £170.

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an emergency…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of loss of heating and hot water in her property. The…

The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs. The landlord’s response to the resident’s request for adaptations. The landlord’s response to the resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of a defective kitchen window. The Ombudsman has also considered the landlord’s complaint handling.. Total…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.. Total…

The Ombudsman found severe maladministration, maladministration, no maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports about not having heating and hot…

The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports that she was experiencing noise nuisance and antisocial…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of: The resident's reports of a toilet leak, and the subsequent damage to the kitchen. The resident's reports…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the repair of leaks from the property above the resident. Handling of the repair of the resident’s bathroom and hallway…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of repairs. complaint..

The Ombudsman found severe maladministration, maladministration, reasonable redress in the landlord’s handling of The complaint is regarding the landlord’s handling of: The resident’s reports of leaks into his property…

The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of : The resident’s request for a new bathroom and a new front door. The landlord’s response to the resident’s…

The Ombudsman found service failure in the landlord’s handling of The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.. Total compensation…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak and resulting damage affecting her property.. Total compensation ordered: £2147.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs to the property. The resident’s complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of repeated leaks from a neighbour’s property; and the associated complaint..

The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s request for reimbursement of her expenses when experiencing a backflow of waste in June 2020. The landlord’s…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s bath mixer tap. The associated complaint.. Total compensation ordered: £420.

The Ombudsman found no maladministration in the landlord’s handling of the landlord's handling of remedial works following a wet room leak..

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s request for compensation following the flooding of her…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord's response to the resident’s reports of an ongoing roof leak.. Total compensation ordered: £1500.

The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202114761 Hackney Council 30 November 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is…

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to queries about the resident’s service charge account and its decision to initiate legal action against…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to succeed the tenancy of the property..

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about windows being renewed during Covid-19 lockdown..

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about noise and carbon monoxide (CO) levels as well as an increase in temperature…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of the loss of his heating and hot water..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports that the property did not meet the landlord’s lettable standard when he moved in; complaints…

The Ombudsman found reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs and his complaint.. Total compensation ordered: £300.

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour, specifically of dogs being on the estate..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak. The Ombudsman has also identified that the landlord’s complaints handling…

The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property.…

The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The…

The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202012859 Hackney Council 16 August 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is…

The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the property, involving plumbing leaks, damp, and asbestos. The landlord’s decision to suspend the…

The Ombudsman found service failure in the landlord’s handling of the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of…

The Ombudsman found maladministration in the landlord’s handling of the level of compensation offered by the landlord’s insurer in relation to the resident’s claim for property damage and loss of rental income following…

The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB). Response to the resident’s…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak from a neighbouring property.. Total compensation ordered: £375.

The Ombudsman found service failure, maladministration in the landlord’s handling of The resident complains about how the landlord handled reports of problems with the heating and hot water in the property and the level…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of noise transference from a neighbouring property.. Total compensation ordered: £150.

The Ombudsman found service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 201914186 London Borough of Hackney 26 February 2021 Our approach The Housing Ombudsman’s approach to investigating…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to a report of vandalism of the resident’s vehicle and her subsequent request for a garage..