London Borough of Wandsworth

The landlord was found responsible for service failure in its handling of the resident's reports of antisocial behaviour, because it failed to evidence actions it committed to in its final response and did not consider…

The Ombudsman found the damp and mould complaint outside jurisdiction as it was subject to a settled legal disrepair claim. It found no maladministration in the landlord's responses to the garden condition, pest…

The landlord incorrectly advised a leaseholder in 2012 that a store shed was not part of his lease, resulting in loss of access for 11.5 years. The Ombudsman found the landlord's offer of £1,300 compensation (including…

There was service failure in the landlord's handling of the resident's reports of a leak, as it failed to recognise responsibility for some internal repairs to the leaseholder's property, though it ultimately covered…

The Ombudsman found maladministration in the landlord's handling of the resident's leak, damp and mould, and related repair reports, and in its handling of her ASB reports, plus service failure in its handling of…

The landlord provided reasonable redress for its failure to respond to the resident's emails about rent arrears following his move to Universal Credit, by apologising, applying a suppression code to prevent automated…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about communal cleaning, as it could not evidence that cleaning was carried out as required due to gaps in records and…

The landlord was found to have service failure in its handling of the resident's request for service charge information, providing the documentation significantly beyond the statutory 1-month timeframe, and in its…

Both complaint heads — the landlord's response to the request for a discretionary tenancy and its response to reports of damp and mould — were found to be outside the Service's jurisdiction because they are subject to…

The landlord had maladministration for failing to permanently resolve a recurring leak into the resident's leasehold property, with acknowledged delays, poor communication and poor record keeping. Although it offered…

The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer request, as it followed its policy and took reasonable steps to assess risk and support the resident. However,…

The landlord was responsible for maladministration in its handling of multiple internal repairs and damp and mould, having failed to appropriately record, communicate about, follow up, or prevent long delays, with most…

The Ombudsman found no maladministration in the landlord's handling of concerns about an increased service charge adjustment figure, but found a service failure in its response to concerns about waste storage and…

The Ombudsman found service failure in the landlord's handling of the resident's management transfer request, due to misplacing the original application (7-month delay) and failing to respond to the new application and…

The Ombudsman found maladministration in the landlord's response to reports of a pest infestation, because of poor communication, failure to manage the resident's expectations and to oversee the pest treatment and…

The Ombudsman found no maladministration in the landlord's handling of the property condition when let, the request to change the tenancy start date, the loft access request, the end of the previous tenancy, and the…

The Ombudsman found maladministration in the landlord's handling of the condition of the property at move-in (garden debris took over a year to resolve, plus poor record keeping), in its handling of the living room…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise transference from an upstairs neighbour, having taken appropriate and timely steps in line with its ASB policy. It…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about the property's condition (it gave incorrect information about asbestos and adopted an insensitive tone at stage 1) and in…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and the associated repairs, with a series of failures over an extended period (inadequate record-keeping,…

The Ombudsman found no maladministration in the condition of the property upon letting or in the landlord's handling of outstanding repairs identified at the viewing. It found maladministration in the landlord's…

The complaint concerned the landlord's response to the resident's request to succeed his late mother's secure tenancy. The Ombudsman found a service failure in the landlord's handling of the request: it gave incorrect…

The Ombudsman found maladministration in the landlord's handling of reports about the heating system: it failed to provide temporary heating when the resident had no heating or hot water for two weeks in winter, did not…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of excess condensation and excess cold (including failure to follow its damp and mould procedure, long delays fitting a PIV…

The complaint concerned the landlord's handling of the resident's requests for repairs to the front door entry system. The Ombudsman found the landlord responded to the repair reports within its policy timeframes and…

The Ombudsman found maladministration in the condition the property was let in, because the landlord agreed to amend the tenancy start date as part of its complaint resolution but failed to do so, charging rent it had…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and the associated repairs, and maladministration in its complaint handling, but no maladministration in its…

The landlord failed to provide meaningful updates about water ingress repairs to a leaseholder's flat, gave incorrect information about completed works, and kept poor records, causing distress and inconvenience. It also…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about repeated lift outages, as it acted reasonably in diagnosing and repairing the lifts, kept residents informed and…

The complaint concerned the landlord's handling of a leaseholder's reports of damp and mould in her flat. The Ombudsman found the landlord conducted appropriate and prompt investigations, took the reports seriously, and…

The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and his formal complaint. While the landlord took many appropriate steps (working with police and Social Services, issuing…

The Ombudsman found service failure in the landlord's handling of the resident's complaint about a decant and November 2023 repair, its handling of repairs (bath, bedroom door and tiling), the condition of the property…

The Ombudsman found service failure in the landlord's handling of tap repairs and the resident's compensation request, because it could not evidence the repairs had been handled reasonably (incomplete repair records)…

The Ombudsman found severe maladministration in the landlord's handling of repairs to paving and in its complaint handling, ordering £2,000 total compensation and a CEO apology.