London Borough of Redbridge

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour by a neighbour and in its handling of the associated complaint. The landlord failed to keep records of…

The Ombudsman found maladministration in the landlord's response to reports of damp and mould — following an October 2023 survey recommending works requiring a temporary move, the landlord did not offer a property until…

There was a service failure by the landlord in its response to the fence repair because it failed to clarify from the outset that the repair was the resident's responsibility, causing unnecessary time and trouble. There…

The landlord was found to have maladministration for its handling of the void period before the resident moved in, including delays addressing flooring issues, failure to follow its own survey recommendations, and a…

The Ombudsman found maladministration in the landlord's handling of kitchen repairs following reported leaks, citing significant avoidable delays, poor record keeping and a failure to resolve repairs in a timely manner.…

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, its handling of repairs to the windows, and its record keeping. It ordered a written apology, £900 compensation,…

The landlord failed to apply its ASB procedure when handling the resident's reports of anti-social behaviour, never allocating a priority rating or carrying out a risk assessment, and relying on police action instead of…

Severe maladministration was found in the landlord's handling of repairs to a leaking roof, structural safety concerns, drainage issues and ground flooding, which left the resident with a collapsed ceiling and internal…

The resident complained about the landlord's handling of bathroom repairs, window repairs and mould. The Ombudsman found no maladministration in the bathroom repairs, service failure in the window repairs (it did not…

The Ombudsman found severe maladministration in the landlord's handling of longstanding damp and mould at a studio flat (ongoing since at least January 2021 and unresolved as of November 2024), and maladministration in…

The Ombudsman found maladministration in the landlord's response to the resident's complaints about its handling of roof repairs: it failed to acknowledge or remedy a significant year-long repair delay caused by its own…

The Ombudsman determined that the complaint about ending temporary accommodation and a related social housing offer fell outside its jurisdiction and closed the file.

The Ombudsman found maladministration in the landlord's response to reports of heating and hot water repairs (poor record keeping, poor communication, delays and failure to follow up on commitments) and in its handling…

The Ombudsman found maladministration in the landlord's handling of roof repairs following reports of a leak (with satisfactory repairs not completed for 21 months, significant delays and poor communication) and in its…

The Ombudsman found service failure in the landlord's response to the resident's concerns about cigarette smoke ingress from the flat below, and maladministration in its response to the resident having no hot water (36…

The Ombudsman found maladministration in the landlord's handling of the resident's requests to replace the kitchen and bathroom, its response to a mouse infestation, its handling of the request to move the electricity…

The Ombudsman found service failure in the landlord's handling of a July 2021 flood incident, including a 16-month delay in conducting a drainage survey and failure to repair damaged skirting boards for 31 months.…

The Ombudsman found maladministration in the landlord's handling of a planned kitchen refurbishment, repairs to the bathroom and shower, its complaint handling and its record keeping. The complaint about requests for a…

Maladministration for delays, poor record keeping and dismissive handling of damp/mould reports; service failure for not addressing radiator concerns properly; maladministration for complaint handling delays and lack of…

The Ombudsman found severe maladministration for the landlord's failure to carry out agreed damp and mould repairs over an extended period (over two years), causing significant distress and inconvenience to the resident…

The Ombudsman found maladministration in the landlord's handling of a front door replacement and in its complaint handling, ordering £450 total compensation to be paid separately from any arrears.

The landlord was found to have maladministration for failing to pursue the leaseholder of the property above to repair a leak in a timely manner, causing a five-month delay before repairs to the resident's property…

The Ombudsman found severe maladministration for the landlord's handling of damp and mould repairs, which took over 26 months and failed to address recurring issues including a kitchen drainage problem.…

The Ombudsman found maladministration by London Borough of Redbridge for its handling of flooding at a resident's property and for its handling of the associated complaint. The landlord was aware of the resident's…

The Ombudsman found service failure in the landlord's response to the resident's request to extend her property, as its communications lacked clarity and caused confusion, but no maladministration in its decision to…

The landlord was found to have maladministration for its handling of roof repairs, taking from November 2020 to April 2022 to complete them with poor communication and no explanation for the delay. It was also found to…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance and staff conduct. The landlord investigated the concerns appropriately, took proportionate action…

The Housing Ombudsman determined the complaint was outside its jurisdiction because it concerned the council's functions as a local authority (housing register and housing benefit assessment), not as a landlord, and the…

The Ombudsman found no maladministration in the landlord's response to the resident's request for a decant or compensation during repairs, but found service failure in the landlord's complaint handling due to delays,…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise and smoke/odour from a neighbour). Although the landlord failed to accurately record staff…

The Ombudsman determined the complaint about antisocial behaviour was outside its jurisdiction because the resident referred it 15 months after the landlord's final response, exceeding the 12-month time limit under the…

The Ombudsman found no maladministration in the landlord's handling of noise-related ASB reports, as it acted reasonably and proportionately. However, there was service failure in complaint handling due to significant…

The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, as it reasonably investigated and acted on a damp expert's findings. However, there was service failure in the landlord's…

The Ombudsman found service failure by London Borough of Redbridge for initially telling a resident he had been accused of verbal abuse by refuse collectors, then later denying any specific allegation had been made,…