London Borough of Islington

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about reduced hours of heating and hot water, having excluded his estate from its consultation and failed to give clear…

The Ombudsman found maladministration in the landlord's handling of guttering clearance, as repeated work orders exceeded the 20-working-day timescale, access issues with a neighbour were not pursued promptly, and an…

Maladministration was found in the landlord's handling of a leak to the resident's bathroom and associated repairs, due to ineffective communication, disjointed repair efforts, record keeping failures, and failure to…

Maladministration was found in the landlord's response to the resident's reports about neighbour behaviour (odours, noise, communal area condition), as it failed to take a structured approach, consider the reported…

The Ombudsman found maladministration in the landlord's handling of ASB between February 2022 and June 2023 due to failures in progressing and evidencing its investigation, including closing the case while an action was…

The Ombudsman found no maladministration in the landlord's response to reports of noise disturbance (assessed as everyday domestic activity rather than ASB) or in its decision to issue a warning letter to the resident.…

The Ombudsman found maladministration by the landlord for failing to complete balcony leak repairs within its policy timescales, causing significant distress and inconvenience over a considerable period, and ordered…

Service failure was found in the landlord's handling of a leak alleged to originate from the resident's flat due to poor communication and delayed sharing of survey findings. Maladministration was found in the handling…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of mice, damp and mould, a leak and associated repairs, her request to be rehoused, and the associated complaint. The…

The landlord was found to have maladministration for its response to the resident's reports of a leak and associated bedroom ceiling repair, having delayed making the ceiling safe by 16 days without considering the…

No maladministration was found in the landlord's response to the resident's request to have adjustable radiator valves fitted. The landlord correctly determined this was an improvement rather than a repair, as the…

No maladministration was found in the landlord's handling of damage caused by a leak. The landlord responded within policy timescales, identified the source (a flat owned by another provider), contacted the responsible…

There was maladministration in the landlord's handling of the resident's reports of ASB, as it failed to carry out risk assessments, share action and communication plans, or keep the resident updated in line with its…

The landlord was found to have maladministration in its handling of damp and mould. It failed to meet its own procedural timescales for inspection and repairs, completed internal works before the recommended external…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB by a neighbour, nor in its handling of the complaint. The landlord acted in line with its ASB policy, reviewed…

The Ombudsman found maladministration in the landlord's handling of the resident's request for reasonable adjustments to access the property, as it failed to adequately explore or explain adjustment options and took too…

The landlord was found to have committed maladministration in its response to the resident's reports of water leaks and resulting damp and mould, failing to identify the root cause or resolve the problem in a timely…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, due to poor record keeping, lack of communication, and failure to consider ASB reports in line with its…

Severe maladministration was found in the landlord's response to the resident's reports about intrusive neighbour noise, as it consistently departed from its ASB policy and missed opportunities to improve the situation.…

The Ombudsman found maladministration by the landlord in its response to reports of damp, mould, condensation and cold temperatures, due to delays in reinstalling radiators (leaving the resident without heating for 48…

The Ombudsman found reasonable redress in the landlord's response to the resident's reports of damp and mould and heating issues, noting the landlord completed repairs and offered fair compensation for delays. It found…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, because it did not evidence that it explored the cause of high humidity in the basement or addressed the…

The Ombudsman found service failure in the landlord's handling of the property's condition at letting and the subsequent repairs, and in its handling of concerns about staff conduct. It found maladministration in the…

The landlord was found to have committed maladministration in its handling of leaks from the property above, failing to engage the leaseholder promptly, delaying repairs and inspection, and leaving the leak and ceiling…

There was maladministration in the landlord's handling of the resident's reports of ASB: it failed to respond to her initial report in line with policy, gave a limited response without speaking to her or offering…

The Ombudsman found maladministration in the landlord's management of damp, rot and mould repairs, including prolonged delays, late inspections, cancelled and misallocated works orders, and duplicated contractor…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of her new property and in its failure to consider temporary accommodation while the property was…

The landlord offered reasonable redress for its handling of roof repairs following a leak, having acknowledged delay, apologised and offered £458 compensation in line with the Ombudsman's remedies guidance. There was no…

The landlord offered reasonable redress for its handling of repairs following an ongoing roof leak: it delayed action, did not follow its Repairs Guide, failed to consider the children's vulnerabilities (reasonable…

The Ombudsman found maladministration in the landlord's response to repeated lift breakdowns, as it failed to identify a faulty lift processor causing regular breakdowns and did not act on the resident's mother's…

The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, with inconsistent compliance with its ASB policy, significant record-keeping gaps, no full risk assessment or clear…

There was maladministration in the landlord's response to the leaseholder's reports of anti-social behaviour: it did not follow its ASB policy, took almost 11 months to provide any response, and failed to keep her…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour by a neighbour — it did not act in line with its ASB policy, lacked empathy, failed to complete a risk…

The landlord responded reasonably to reports about scaffolding delays, contractor communications, damp and mould, graffiti and communal cleanliness, and balcony repairs (reasonable redress), and offered proportionate…

The Ombudsman found maladministration in the landlord's handling of repairs (delays, poor communication, failure to respond to reports of no toilet or cooking facilities, and damp and mould left unresolved for over two…

The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports (it did not follow its ASB policy/procedure, including contacting the resident, completing a risk assessment…

The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about a repair operative attending her property in error, but service failure in its complaint handling. It ordered the…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns that her flat was draughty and cold, in its handling of the works to her front door, and in its complaint handling. It ordered…

The Ombudsman found maladministration in the landlord's handling of reports of faulty windows, reports of damp and mould, and the associated complaint, and severe maladministration in its handling of subsidence…

The Ombudsman found service failure in the landlord's handling of the resident's concerns that neighbours were using his gas and electricity, and service failure in its handling of the complaint. The landlord…

The Ombudsman found maladministration in the landlord's handling of reports of anti-social behaviour (noise nuisance) — it failed to thoroughly investigate, delayed responding, did not complete a cumulative risk…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp, mould, and repairs, due to repeated delays, poor record keeping, failure to consider household vulnerability, and the…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a leak from the guttering, requests for repairs to damp and mould, damaged plaster and peeling paint, reports of ASB (cat…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, as it incorrectly closed the ASB case and failed to respond to further reports, with compensation not proportionate to…

The Ombudsman found service failure in the landlord's handling of damp and mould, as it did not acknowledge the almost 22-month period since the issue was first raised, nor address acknowledged errors in an inspection…

The Ombudsman found maladministration in the landlord's handling of reports of no heating and hot water and the associated boiler repair, and reasonable redress in its complaint handling. It ordered an apology,…

The Ombudsman found severe maladministration in the landlord's handling of bathroom ceiling repairs following a leak from the flat above, which left the resident without use of her bath for at least 4 months and without…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from a leasehold property above and the subsequent repairs, and maladministration in its handling of the complaint.…

The Ombudsman found maladministration in the landlord's response to the resident's requests to remove asbestos containing material, citing confusing and contradictory information, inadequate management of the resident's…

The resident complained about how the landlord (a council) responded to noise from a community centre located beneath her flat and the impact on her health. The Ombudsman determined the complaint is outside its…

The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould in the resident's property, and service failure in its complaint handling. It ordered a written apology, £752 compensation…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise, concluding it responded appropriately and proportionately to reports of noise from pipes, the electric intake…

The Ombudsman found the landlord offered reasonable redress for the delay in removing scaffolding (a £375 offer). It found maladministration in the landlord's response to the leaseholder's report that the scaffolding…

The complaint concerned the landlord's handling of the resident's application to have a tenancy assigned to him, which he said caused delay and financial hardship. The Ombudsman determined the complaint was not within…

The Ombudsman found maladministration by London Borough of Islington for its handling of a resident's request to install flooring thresholds (gaps in flooring since 2019 causing trip hazards and distress) and for…

The complaint concerned the landlord's response to the resident's request for a reasonable adjustment for home visits (arranging for staff to attend separately). The Ombudsman found no maladministration: the landlord…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, damp and mould. It identified delayed repairs (including a 63 working-day repair delay prior to October 2023 and a 32…

The resident, a secure tenant, complained that the location of gas supply pipes and an electrical unit below his fire escape stairs posed a fire safety risk. The Ombudsman found no maladministration: the landlord…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and associated repairs coming from a communal water tank facility above her flat, citing significant delays, poor…

The Ombudsman found reasonable redress for the landlord's handling of reports of boiler and thermostat repair issues, where the landlord had offered appropriate compensation and a date for repairs, and found no…

The Ombudsman found maladministration in the landlord's handling of a leak to the resident leaseholder's property and in its handling of the resident's insurance query. There were significant delays in repairing the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays, poor communication, contractor failings and a disjointed approach leaving damp unresolved for almost…

The Ombudsman found maladministration in the landlord's handling of a leak in the resident's property, due to unreasonable delays of over 264 days in progressing roof repairs and associated Section 20 consultations,…

The Ombudsman found reasonable redress in the landlord's handling of the leaseholder's reports of a roof leak causing damp and mould, based on its offer of £125 compensation, but found service failure in its handling of…

The Ombudsman did not consider the resident's complaints about personal belongings lost when moving into temporary accommodation (2016), damp and mould, and kitchen drainage, as these were not brought to the landlord as…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports about the repair of her front door, renewal of a gas cooker hose and installing double radiators. The landlord inspected the…

The Ombudsman found service failure in the landlord's response to the resident's reports of a damaged hallway ceiling and suspected asbestos. The landlord failed to correctly record the reports as a repair, did not…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of pigeon guano in the communal area outside his back door, due to poor communication, failure to consider alternatives to…

The Ombudsman found maladministration in the landlord's handling of the resident's request to take over the tenancy after his mother's death, and in its handling of rent arrears that accrued while the request was…

The Ombudsman found maladministration in the landlord's handling of repairs to a garden boundary (party) wall, which took around two and a half years to temporarily resolve by installing a fence. The landlord failed to…

The Ombudsman found service failure by the council landlord in its handling of the resident's mutual exchange. While it found no unreasonable delay in processing the exchange, the information the landlord provided was…

The Ombudsman found maladministration in the landlord's response to the resident's antisocial behaviour reports (it failed to complete a risk assessment and action plan, kept poor records, installed CCTV late, and did…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance: although its investigation, mediation attempts, flooring inspection and sound test were appropriate, it did not…

The complaint concerned the landlord's handling of the resident's reports of rodent infestation in her flat. The Ombudsman found the landlord's offer of £392 compensation, alongside its apology and the completed…

The Ombudsman found maladministration in the landlord's handling of the resident's bathroom repair requests and in its handling of the complaint. It ordered a written apology, £575 compensation (inclusive of £125…

The Ombudsman found service failure in the landlord's handling of a complaint about staff conduct. The landlord failed to acknowledge its earlier response had not fully addressed the resident's concerns and its…

The complaint concerned the landlord's handling of repairs to an internal wall and the plastering, which took too long to complete and lacked meaningful updates. The Ombudsman found the landlord's complaint response and…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a damaged garden wall. Despite knowing since 2018 that the wall was high risk and erecting scaffolding to support it,…

The Ombudsman found maladministration in the landlord's handling of a roof repair and the associated internal damage/mould, having exceeded its routine repair timeframe by around 10 months and delayed providing its…

The complaint concerned the landlord's handling of the resident's reports of leaks, damp and mould and associated repairs. The Ombudsman found significant failings in the landlord's handling and communication, but…

The Ombudsman found maladministration in the landlord's handling of reports of leaks and in its complaint handling, including monitoring, communication, tone on repair access and the level of compensation offered. It…

The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about a neighbour's decking, noise disturbance and damage to property, on the basis that its offered £150 remedy is paid. It…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB: it did not always follow its ASB policy, did not take the resident's evidence seriously, failed to consider alternative…

The landlord failed to complete external repairs to brickwork and a window frame, misidentified the contractor responsible, kept inadequate records, and delayed its complaint responses. The Ombudsman found…

The Ombudsman found maladministration in the landlord's handling of reports of anti-social behaviour (noise transfer) — it did not act on later reports, failed to conduct a risk assessment despite the resident's…

The Ombudsman found service failure in the landlord's handling of the resident's damp and mould concerns: it did not evidence that it told the resident no further action would be taken after its drain inspection, and…

The Ombudsman found the resident's request to transfer to another property was outside jurisdiction (it falls to the LGSCO). It found reasonable redress for the landlord's handling of damp and mould concerns, as the…

The complaint concerned the landlord's handling of repairs to the resident's boiler and heating system, which had intermittent faults from the start of the tenancy. The Ombudsman found reasonable redress: the landlord…

The Ombudsman found maladministration in the landlord's handling of the resident's requests to repair hallway plaster and relocate a fuse box, and in its associated complaint handling. It ordered the landlord to…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and of a pest infestation, citing unexplained delays to damp-prevention works that remained outstanding 14 months later and…

The Ombudsman found maladministration in the landlord's response to the resident's request for repairs (delays resolving drainage and damp and mould, and failure to recognise the impact on the resident and her family)…

The Ombudsman found maladministration in the landlord's response to damp and mould reports (including a 29-month delay to complete external works to prevent water entering), service failure in its response to the…

The complaint concerned the landlord's handling of the resident's reports of noise from the upstairs neighbour. The Ombudsman determined the complaint was outside its jurisdiction because the resident is a sub-tenant of…

The Ombudsman found a service failure in the local authority landlord's handling of the resident's reports of dumped rubbish in communal areas and gardens. The landlord missed opportunities to investigate the source of…

A local authority failed to adequately explore a disabled resident's reasonable adjustment request to upgrade radiators, exhibiting poor communication, record-keeping failures and a substandard contractor inspection,…

A secure tenant reported water ingress, damp and mould, basement flooding, heating and hot water faults, defective windows and doors, and subsidence following works to an adjoining privately-owned property. The…

The landlord mishandled the resident's repeated requests for the original terms and conditions of his secure tenancy: although it located the applicable conditions, it failed to share them and made an inaccurate…

The landlord was found to have maladministered its handling of the resident's reports of no heating or hot water — leaving the household without hot water for around three weeks and unable to adequately heat the home…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a roof leak and subsequent internal damage, and maladministration in its handling of the associated complaint. The…

The complaint concerned the landlord's decision to restrict the resident's heating and hot water via the communal heating system. The Ombudsman found maladministration: the landlord failed to demonstrate it considered…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak. There were excessive and continuing delays from the outset, ineffectual repairs that had to be repeated, poor…

The Ombudsman found the complaint about the landlord's handling of reports of inappropriate motorbike parking to be outside jurisdiction, as it had already been decided under a previous case reference. The landlord's…

The Ombudsman found service failure in the landlord's handling of repairs to the property, particularly its failure to evidence an appropriate response to the resident's reports of a leak, and maladministration in its…

The Ombudsman found service failure in the landlord's response to the resident's antisocial behaviour reports, specifically its handling of recent reports that a neighbour banged on the door and ceiling/floor, and…

Maladministration found in the landlord's response to the resident's concerns about windows and doors. The landlord told the resident nothing further could be done despite internal correspondence indicating a different…

The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB) by a neighbour. The Ombudsman found no maladministration: the landlord met the resident, carried out risk…

The complaint concerned the landlord's response to the resident's reports of damp in her property. The Ombudsman found service failures (delays in raising works, a delayed CCTV drainage inspection, wrongly asking the…

The Ombudsman found severe maladministration for the landlord's response to a basement flood (failing to consider decanting or post-flood cleanup despite health risks) and for complaint handling (overlooking complaints,…

The Ombudsman found reasonable redress for the landlord's handling of fire safety measures (including FRA), roof leak repairs and the associated complaints, no maladministration for the tenancy audit and accessibility…