London Borough of Lewisham

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak affecting his bedroom and subsequent internal damage, due to failures to act within repairs policy timescales, poor…

There was maladministration in the landlord's handling of the resident's queries regarding service charges for scaffolding. The landlord failed to provide sufficient supporting information to allow the resident to…

Maladministration was found regarding the landlord's handling of the resident's reports of a leak from a flat above, due to poor communication and a significant delay in undertaking remedial works once the leak had…

Maladministration was found in the landlord's handling of the resident's request to install a rear garden door. The landlord failed to follow its alteration and improvement policy by not requesting all required…

The Ombudsman found maladministration in the landlord's handling of repairs to the stairs (8-month delay in investigating, missed opportunities to assist given the resident's disabilities) and in its complaint handling…

There was maladministration in the landlord's response to the resident's request for compensation for works to his boiler. The landlord's inconsistent records about whether the boiler was shut off caused a…

The Ombudsman found no maladministration, maladministration, severe maladministration in the landlord’s handling of : The managing agent’s response to the resident’s reports of damp and mould. The managing agent’s…

The Ombudsman found a service failure in the landlord's handling of leaks into the resident's bathroom. The landlord failed to manage new leaks identified after its stage 2 response, left the bathroom lighting…

The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about faulty windows, balcony door and associated damp and mould, and maladministration in its complaint handling. The…

The Ombudsman found maladministration, service failure, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A leak from the flat above.…

The Ombudsman found maladministration in the landlord's response to ongoing damp and mould issues at the property, which took 10 months to complete works following inspection, and in its complaint handling, which was…

The Ombudsman found maladministration in the landlord's response to boiler/gas leak issues, its response to concerns about the property's condition on letting, and its complaint handling. The landlord was ordered to…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks and water ingress in their property and the…

Maladministration found in the landlord's response to reports of damp and mould, which continued since April 2023 due to failure to follow policies, unreasonable delay, and failure to consider the resident's health or…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of damp and mould. Our decision (determination) After considering the evidence, we have found the complaint is…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould and pest infestation reports, service failure in its handling of ASB reports and fence requests, and no maladministration…

The Ombudsman found maladministration in the landlord's response to repair reports and in its complaint handling. The landlord left serious repairs (windows, doors, roof, guttering, radiators, water tank) unresolved for…

The Ombudsman found severe maladministration in the landlord's response to reports of damaged windows (unrepaired for over 2 years, failing the Decent Homes Standard), maladministration in delays completing repairs due…

The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: The repairs in the property. The associated complaint. Our decision…

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: antisocial behaviour (ASB).…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s: a) Response to a leak and associated repairs. b) Complaint handling. Our decision…

The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the: landlord’s response to a leak. landlord’s complaint handling. Our decision (determination) We…

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 a leak from the kitchen…

The Ombudsman found maladministration, no maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of Our decision (determination) We found: Maladministration in the…

The Ombudsman found maladministration in the landlord's response to the resident's repair requests (significant delay in flooring repair), its response to reports of a pest infestation (4-month delay in mice proofing…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a mice infestation. 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: Repairs required to the property including to the bathroom, toilet, cupboard door, kitchen units…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s maintenance of the communal areas including: Drainage issues and pipes leaking sewage. Damp, mould and algae in…

The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, concerns about the condition of the property, queries about a rent account and service charges, and its complaint…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: A roof leak and damp and mould reports. Reports of water pressure loss. The complaint.. Total…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of damp and mould. Reports of ceiling and wall cracks. The Ombudsman has also considered the…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of mould. Lift breakdowns in the block. The resident’s complaint.. Total…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak. Associated complaint..

The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s report of a repair to her boiler and the annual gas safety check. Complaint handling..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: A leak affecting the resident’s home. The resident’s complaint.. Total compensation ordered: £1100.

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of the resident’s: Request for the landlord to remove a redundant water tank. Reports of a broken extractor…

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: £700.

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: A roof leak, ceiling renewal, and asbestos management. The resident’s request for the landlord to…

The Ombudsman found mediation settlement in the landlord’s handling of REPORT COMPLAINT 202419019 Lewisham Council 30 June 2025 Our approach Under our early resolution process, the Ombudsman works with the resident and…

The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about…

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for support using a recommended noise app. Allegations of staff misconduct. We…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Roof and loft repairs. The complaint.. Total compensation ordered: £900.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a leak from the flat above and subsequent damage to the property.. Total compensation ordered: £800.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak and subsequent damage, including damp and mould. The resident’s reports…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for it to replace her kitchen and bathroom. Reports of damp and mould. We have also assessed the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and leaks, and service failure in its complaint handling. The landlord failed to complete works identified in…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damp, and mould. Reports of toilet repair issues. Request to be…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of an overflowing external drain. Reports of a leak. The complaint.. Total compensation ordered: £950.

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damage to a heating pipe, and subsequent loss of heating and hot water.…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of: Reports that the resident’s bath was damaged and needed to be replaced. Reports of problems with the…

The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202405712 Lewisham Council 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of water supply issues. Reports of noisy pipework. Reports of anti-social…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of a leak and the associated damp and mould. complaint. We have also considered the landlord’s…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of poorly positioned guttering and subsequent internal damage to the property. The…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak..

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a loss of hot water.. Total compensation ordered: £400.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s request for a kitchen fire door. The landlord’s handling of the complaint has also been…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The…

The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of reports of a leak and associated repairs. The Ombudsman has also considered the landlord’s complaint…

The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Response to reports of damp and mould. Complaints handling.. Total compensation ordered: £1155.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property and subsequent damage to personal belongings.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak and collapsed ceiling. The landlord’s handling of the complaint will also…

The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: A blocked toilet which caused a back surge of wastewater, and damage to…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak, damp and mould.. Total compensation ordered: £600.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to replace the windows. The Ombudsman has also considered the landlord’s handling of the resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak, damp and mould.. Total compensation ordered: £600.

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident regarding: Her queries and concerns about major works, including refuse, parking and health and safety…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a broken window. The front door replacement. The resident’s reports of…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s damp and mould reports.. Total compensation ordered: £600.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak and subsequent damage to her belongings. The Service has also considered…

The Ombudsman found maladministration, severe maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of mice infestations in the property. The…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of outstanding repairs, including damp and mould. The Ombudsman has also considered the landlord's complaint…