London Borough of Waltham Forest

The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff conduct during a phone call about rent arrears, as it failed to take her vulnerabilities into account and lacked…

No maladministration was found in the landlord's handling of the resident's rent account, as it followed its Rent Collection Policy and took proportionate steps regarding arrears contact and text messages. However,…

The landlord was found to have committed severe maladministration in its response to the resident's serious and repeated ASB reports over a prolonged period, failing to respond appropriately, exceed policy timescales…

The landlord offered reasonable redress for its handling of a door entry system repair. The repair was attended two days outside the four-hour emergency timescale due to a mis-categorisation error, and the landlord…

The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, including communication failures, delays in making a rehousing referral, and a lack of proportionate action on noise…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise from a neighbour, due to delays in providing support, poor record keeping, and failure to consider alternative options…

The Ombudsman found maladministration in the landlord's response to reports of a waste leak from the flat above causing damp and mould, due to failure to identify the root cause and delays in repairs. It found…

The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the condition of the windows, due to lack of consideration of household vulnerabilities, unreasonable communication about…

The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of how the landlord handled external repairs at the property. We have also considered the landlord’s…

The complaint about the landlord's handling of damp and mould reports was not investigated because it is outside the Ombudsman's jurisdiction. Legal disrepair proceedings were issued at court regarding the same damp and…

Service failure was found in the landlord's handling of the resident's request for a full wall of bathroom tiling, due to record-keeping gaps, an avoidable delay, and failure to fully consider the changed circumstances…

The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of The landlord’s communication regarding a leak at the property. We have also considered…

The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould, due to unreasonable delays, record keeping failures, and failure to complete works, which significantly impacted the…

The Ombudsman found maladministration in the landlord's response to a structural repair of the resident's bay window, which had failed and remained unrepaired around 18 months after the landlord became aware of it, due…

The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of The landlord recognised its failing and offered suitable redress.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of reported repairs. We have also considered the landlord’s complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts and in its management of asbestos at the property, but no maladministration in its handling of the complaint. The…

The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and assault by a neighbour and her contractor.…

The Ombudsman found maladministration in the landlord's handling of the resident's tenancy succession application due to a significant delay in communicating its decision (June 2023 to June 2024), causing distress. It…

The Ombudsman found no maladministration in the landlord’s handling of This complaint is about: The landlord’s response to the resident’s request for central heating pipes to be boxed in. The associated complaint…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord's: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s reports of items left…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of broken glass in an internal communal door. Method of address when communicating…

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the door entry system. The associated complaint..

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to: The resident’s request for a refund of the credit balance on his rent account, including interest and…

The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of water running from the cistern into the toilet bowl, including his…

The Ombudsman found no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s mutual exchange. Reports of water ingress, damp and mould.…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reported damp and mould in her home. response to the resident’s concerns about the impact of the damp and…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of no heating and hot water..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to: The resident’s reports of an ongoing wastewater leak affecting his property. The associated complaint..…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to a bedroom ceiling. The resident’s complaint..

The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Handling of repairs to the boiler. Handling of associated repairs. Response to a request for compensation for damaged…

The Ombudsman found no maladministration, service failure in the landlord’s handling of :. Total compensation ordered: £50.

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s report that he received a neighbour’s gas safety appointment letter in error. The…

The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports that the landlord did not return some of his phone calls and used withheld…

The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s management of the resident’s ASB reports. The landlord’s handling of a report that one of its employees assaulted…