London Borough of Hounslow

The Ombudsman found maladministration in the landlord's handling of the resident's repeated reports of loss of heating and hot water, and in its complaint handling. The landlord failed to repair the communal heating…

No maladministration was found in the landlord's response to the resident's concerns about building insurance procurement. The landlord reasonably justified its tendering method and was not responsible for the low…

The Ombudsman found service failure in the landlord's response to the resident's reports of ASB and request for a security gate, due to poor communication and inadequate record-keeping, and maladministration in its…

There was maladministration in the landlord's handling of repairs to a leak, which were poorly co-ordinated and delayed, with poor communication and failure to account for the resident's disability. There was service…

The complaint about the landlord's response to ongoing roof leaks was not investigated because it is outside the Ombudsman's jurisdiction. The resident had previously brought a county court claim against the landlord…

The Ombudsman found maladministration in the landlord's response to reports of low hot water pressure affecting the shower, citing inadequate investigation, poor record keeping and a delayed explanation of the shower's…

There was maladministration in the landlord's handling of a request to repair an external pathway, as it did not fully consider the household's mobility needs, failed to follow through on stage 2 commitments, and…

The landlord was found to have committed maladministration in how it handled the conditions of the resident's tenancy assignment (it did not directly communicate the downsizing conditions, delayed explaining and acting…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of a sewage smell in his flat, nor in its complaint handling. The landlord attended and investigated each report thoroughly…

The Ombudsman found maladministration in the landlord's handling of the resident's request for a new front door: it failed to replace an unrepairable fire door in a timely manner, did not address potential fire safety…

The Ombudsman found maladministration in the landlord's handling of reported repairs to a doorstep, porch roof and garden shed, and service failure in its complaint handling for not fully addressing porch roof concerns,…

The Ombudsman found service failure in the landlord's handling of repairs and management of temporary accommodation between April and June 2023, service failure in its handling of remedial works from June 2023, and…

The Ombudsman found maladministration in the landlord's handling of concerns about the kitchen and the front door, reasonable redress regarding staff conduct, and service failure in handling the resident's request to…

There was maladministration in the landlord's handling of damp and mould, with an unreasonable and avoidable 18-month delay, failure to investigate the underlying cause, and poor communication. There was also…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's concerns about rubbish and the smell of smoke coming from a neighbouring property, and in its complaint handling. There were…

The Ombudsman found maladministration in the landlord's handling of works to install a hardstanding and dropped kerb (delays, poor communication and record-keeping failures) and in its response to the resident's repair…

The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould, maladministration in its response to a kitchen water leak, and service failure in its complaint handling. It ordered…

The Ombudsman found maladministration in the landlord's handling of damp and mould. The landlord repeatedly carried out mould washes without sufficiently investigating or identifying the root causes (including possible…

The Ombudsman found maladministration in the landlord's handling of damp and mould (an 83-day delay to inspection and a 3-month delay to complete works, plus a failure to address the resident's compensation request or…

The Ombudsman found it could not investigate the resident's reports of damp and mould (subject to court proceedings) or her request to be permanently rehoused (a local authority allocations matter), and found no…

The Ombudsman found maladministration in the landlord's handling of reports that the property was too cold and draughty, due to unreasonable delays and poor communication. It found service failure in handling reports…

The resident complained about the landlord's handling of an unsecure communal gate (unauthorised access) and its request that she remove a fence she had erected. The Ombudsman found no maladministration: the communal…

The Ombudsman found maladministration in the landlord's handling of major adaptation works (poor record keeping, failure to provide proactive updates, and a five-week delay in formally telling the resident the extension…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about her disabled parking bay, maladministration in its handling of power cuts to her home, and maladministration in its…

The Ombudsman found maladministration in the landlord's handling of repairs following a roof leak and of reports of damp and mould, service failure in its complaint handling, and reasonable redress on the…

The Ombudsman found no maladministration in the landlord's response to reports that grass was not cut when it should have been, and did not have jurisdiction over the complaint about failing to cut back ivy affecting…

The Ombudsman found severe maladministration in the landlord's handling of major adaptations to the property, due to delays, poor communication and a failure to properly consider the impact on the resident and her…

The landlord took around two years to complete repairs to the resident's bathroom tiles and adjoining wall, significantly exceeding its published timescales and failing to proactively progress the works. The Ombudsman…

The complaint concerned the landlord's handling of repairs to the resident's windows. The landlord missed an agreed appointment for a non-urgent repair and delayed completion while glass was manufactured, but it…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the condition of the water tank in her loft, its handling of concerns about the cold temperature of her kitchen and…

The landlord failed to take any action on a works order for a total loss of hot water, leaving the resident without hot water until he arranged a private repair; the Ombudsman found the landlord's £50 offer amounted to…

The landlord was found to have maladministration for failing to explore alternative temporary heating and hot water arrangements when the resident declined an immersion heater installation due to COVID-19 concerns,…

The Ombudsman found maladministration in the landlord's response to the resident's major works enquiries, its handling of reports of a roof leak between June 2022 and September 2023, and its complaint handling. It…

The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour, and service failure in its responses to reports of noise from a communal gate, disturbance from a…

The complaint about delay in processing the resident's housing application was outside the Ombudsman's jurisdiction (Part 6 Housing Act 1996). There was no maladministration in the landlord's response to reports of a…

The Ombudsman found the complaint about a leak and resulting damage was outside its jurisdiction because the resident had already issued court proceedings covering the same issue, so it was not investigated further.

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould to the resident's bathroom, and service failure in both its handling of the resident's request to be reimbursed for the cost…

The Ombudsman found severe maladministration in the landlord's handling of long-running leaks, damp and mould affecting a family with young children, and in its complaint handling, plus maladministration over…

The Ombudsman found maladministration in the landlord's handling of repairs following flooding from a neighbouring property (100 working day delay, poor coordination), service failure in its handling of asbestos removal…

The Ombudsman found service failure in the landlord's delayed response to a resident's request to replace a dead hedge, and maladministration in its complaint handling due to unlogged complaints and lengthy unexplained…

The Ombudsman found service failure by London Borough of Hounslow for void repairs (door latches not completed to standard before move-in, with no redress offered) and for complaint handling (initial barriers to…

The Ombudsman found no maladministration in the landlord's handling of ASB, plumbing, rubbish/bin chutes, and risk/safety concerns. However, there was maladministration in the handling of heating repairs due to a…

The Ombudsman found reasonable redress for the landlord's handling of ASB reports, as the landlord acknowledged delays and offered proportionate compensation of £250. However, maladministration was found for the…

The Ombudsman found maladministration in the landlord's handling of the Electrical Installation Condition Report (EICR) — it failed to produce a valid certificate for the 2020 test, failed to investigate once notified,…

The Ombudsman found no maladministration in the landlord's handling of building noise reports, as it attended promptly and investigated appropriately. However, there was maladministration in the landlord's complaint…

The Ombudsman found maladministration in the landlord's response to noise transference from a neighbour's washing machine, repeated water leaks through the kitchen ceiling, drain blockages causing backflow of…

The landlord was found to have maladministration for its handling of a resident's complaint about an allegation of verbal abuse by contractors. The landlord failed to recognise the complaint as separate from a legal…

The landlord was found to have maladministration for significant delays and poor communication in progressing disability adaptations (a ground floor extension) for the resident's daughter, and for failing to handle the…

The landlord handled the boiler replacement appropriately, completing it within target timescales and waiving rent for longer than the period without heating, which the Ombudsman found to be reasonable redress. However,…

The Ombudsman found maladministration for the landlord's handling of repairs to the ventilation system (delayed from March 2020 to June 2021, with poor record-keeping and communication), no maladministration for…

The Ombudsman found that the landlord offered reasonable redress for its handling of a leak in the resident's leasehold property. While the landlord attended all appointments on time and carried out multiple repairs, it…

The landlord was found to have maladministration for its handling of a resident's reports of damp in his living room. It misdiagnosed the cause, delayed investigations, failed to keep the resident updated, and did not…

The landlord was found to have maladministration for its delayed response to repairs of communal guttering, which took over a year instead of 20 working days, and for repeated communication failures with the resident.…

The Ombudsman found maladministration (service failure) in the landlord's handling of a leaseholder's reports of a leak from a neighbouring property, as the landlord assumed responsibility by carrying out repairs but…