Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 618 published decisions.
Peabody Trust's maladministration rate (72%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202109625 Housing association
The Housing Ombudsman found maladministration by Peabody Trust for failing to address reports of damp and mould in a timely manner, causing distress to the resident. The landlord was ordered to apologise, pay…
202347446 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, and severe maladministration in its handling of a leak and associated damp and mould (including its failure to make a…
202336554 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about a staff member's conduct: at stage 1 it did not ask for the resident's evidence or seek the staff member's account, and…
202406659 Housing association
The landlord made an offer of reasonable redress which resolved its failures in handling reports of damp and mould and the associated complaint. The landlord failed to identify and resolve the underlying cause of damp…
202415967 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to an intercom trades button and communal stairs, and maladministration in its complaint handling. It ordered a written apology, £300…
202401934 Housing association
The Ombudsman found service failure in the landlord's response to the resident's service charge query, because despite promising to pursue the managing agent for an explanation of the 2020–2021 deficit it never obtained…
202500627 Housing association
The landlord was found to have caused avoidable delays and poor communication after the resident reported structural movement and cracks, and to have failed to keep her updated on monitoring and its liaison with the…
202544131 Housing association
Maladministration was found in the landlord's handling of the resident's reports of uneven paving in a communal area, due to delays beyond policy timescales, poor communication, and inadequate record keeping, with the…
202312953 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the leak and associated repairs and of the complaint, maladministration in its handling of the temporary accommodation (household kept in a hotel…
202446126 Housing association
The Ombudsman found service failure in the landlord's administration of the sale of a former leaseholder's property. The landlord failed to update its records within a reasonable time, did not keep the former…
202447643 Housing association
Maladministration was found in the landlord's response to the resident's reports of pests, as it failed to complete pest proofing works to an appropriate standard, causing further distress. Reasonable redress was found…
202418031 Housing association
The Ombudsman found no maladministration in the landlord's handling of the leaseholder's concerns about a section 20B service charge notice and charges not listed in her lease, as the notice was issued within the…
202347358 Housing association
The landlord offered reasonable redress for its handling of the resident's reports of leaks, damp and mould and the associated formal complaint. It acknowledged significant delays in resolving the leak and in complaint…
202502797 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for rehousing on medical grounds, as it acted in line with its rehousing and portfolio policies given that the tenancy is not…
202532554 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for information about reserve and maintenance funds and in its handling of the request for reimbursement due to the absence of a…
202444535 Housing association
Service failure in the landlord's handling of the resident's fire safety concerns, where it provided incorrect information about an automatic remote connection to the fire brigade and made no compensation offer for the…
202400776 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp and mould, wet room repairs, and complaint handling, and no maladministration for gutter, plaster and rear door repairs. The landlord had…
202314745 Housing association
The landlord delayed inspecting a tree in a neighbouring garden that the resident said was damaging her patio, and its communication about responsibility was initially unclear; it then failed to respond to her stage 1…
202348257 Housing association
There was maladministration in the landlord's handling of a management transfer including a property offer, due to failure to review the priority move application, lack of proactive communication, failure to manage…
202347731 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of personal items stored in communal areas and in its handling of ASB reports, and a service failure in its complaint handling. It ordered…
202412317 Housing association
The Ombudsman found service failure in the landlord's handling of recurring repairs to the living room ceiling, as it repeatedly repaired the cracking without investigating the underlying cause. It found reasonable…
202528118 Housing association
Maladministration was found in the landlord's offer of compensation for delays in responding to solicitor queries and providing mandatory leasehold documentation. The landlord was ordered to pay £600 compensation for…
202324109 Housing association
The Ombudsman found reasonable redress in both the landlord's handling of window repairs and its handling of the complaint. The landlord significantly delayed a window repair (over 9 months) and failed to follow its…
202513471 Housing association
Severe maladministration was found in the landlord's response to reports of a pest infestation, which remained unresolved for 23 months despite repeated contractor recommendations for proofing works. Maladministration…
202337488 Housing association
The Ombudsman found reasonable redress in the landlord's handling of parking access, enforcement and related security concerns, and in its complaint handling. The landlord delayed parking enforcement and complaint…
202512030 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's fire safety concerns over an 18-month period, including delays installing fire detection in the basement, poor communication totalling…
202422511 Housing association
The Ombudsman found maladministration in the landlord's handling of cracks in the property due to significant delays in investigation and failure to act on structural recommendations, and service failure in its handling…
202501895 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports of a leak, damp and mould (with £200 compensation offered for delays and poor communication), no maladministration for its response to pests…
202339459 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of the resident's reports of no heating and hot water and in its handling of the complaint. The landlord offered apologies and compensation…
202526075 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of hot water issues, where poor communication, an incorrectly fitted pump that damaged the shower, missed appointments and…
202429816 Housing association
The complaint about the landlord's response to reports of noise transfer due to a lack of soundproofing was found outside the Ombudsman's jurisdiction. The complaint was a collective representation on behalf of 7 shared…
202341155 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about untrimmed hedges and an overgrown tree, and maladministration in its complaint handling due to delays, omissions and poor…
202346670 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould reports, and maladministration in its handling of heating repairs, requests for financial support while the kitchen was unusable, and the…
202503799 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a rodent infestation, due to failures to act on proofing recommendations, delays in arranging surveys and works, lack of a…
202533118 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs, which remained outstanding for over 7 months and a further 6 months after the stage 2 response, causing distress and inconvenience. It…
202416800 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of cannabis smell from a neighbouring property (no ASB case, risk assessment or investigation), and maladministration in its…
202223949 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of ineffective ventilation, due to delays investigating and failing to provide a schedule of work as promised. It ordered an…
202343735 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to leaking guttering, where it relied on incorrect contractor evidence from a different property and failed to act despite persistent water…
202420819 Housing association
Severe maladministration was found in the landlord's handling of the replacement of balcony doors, which were broken and unsafe for 13 months, posing a health and safety risk to the resident's young family, with no risk…
202445902 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a cracked/waterlogged front path, communal door security, front door, back door, and subsidence concerns, and service failure regarding…
202530104 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs including damp and mould, as repairs were considerably delayed and the sash window replacement remained outstanding 7 months later, with…
202535798 Housing association
The Ombudsman found service failure in the landlord's handling of boiler and heating repairs, damp and mould, and the associated complaint. The landlord offered £1150 compensation which was proportionate, but failed to…
202523700 Housing association
The Ombudsman found maladministration in the landlord's management of the resident's ASB reports, its management of repairs related to repeated leaks from the flat above, and its handling of the resident's complaint.…
202527523 Housing association
The Ombudsman found maladministration by Peabody Trust in three areas: handling of the resident's report of subsidence and communication, handling of her decant and request for a permanent move, and handling of her…
202531280 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould in the resident's daughter's bedroom, taking just under 2 years to complete repairs against a 60-day policy timescale. It ordered an…
202405902 Housing association
Severe maladministration was found in the landlord's handling of damp and mould following a January 2023 leak, as repairs were not completed until May 2025 (over 2 years later) with poor oversight, communication and…
202403068 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's request for service charge information under section 22 of the Landlord and Tenant Act 1985, due to a 6-month delay in the initial…
202338280 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the removal of the communal fire alarm, due to failures to notify her in advance, answer her queries, coordinate…
202346846 Housing association
The Ombudsman found the landlord offered reasonable redress in its handling of both a bathroom floor repair and the resident's complaint. The landlord failed to complete the repair within its policy timeframes due to…
202426508 Housing association
The Ombudsman found reasonable redress for window and sink repair delays (with compensation offered), service failure for communal cleaning and insurance claim handling, no maladministration for communal mailboxes, and…
202523703 Housing association
The Ombudsman found the landlord offered reasonable redress that satisfactorily resolved the resident's complaint about damp and mould and related repairs to windows and radiators, despite considerable failings and…
202451579 Housing association
The Ombudsman found maladministration in the landlord's response to reports of mould in the bathroom, as it failed to identify the root cause over 4 reports within 2 years and its compensation was not proportionate…
202303413 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of incorrect service charge and insurance calculations, because the landlord failed to acknowledge its delay in providing service…
202528890 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak and associated repairs, where the resident was without hot water for 39 days and flooring repairs remained unresolved without a clear…
202324676 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a failure to provide services, as it failed to engage with the managing agent or freeholder on the resident's behalf. It found reasonable…
202520789 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, as it failed to assess risk, monitor the effectiveness of its work, or identify the root cause. It also found…
202405777 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of snags and defects to a new-build property, due to delays completing snagging items, lack of proactive communication, and no…
202412165 Housing association
The Ombudsman found maladministration in the landlord's response to a request for information about the management agent scheme charge, as it failed to provide a breakdown of services for more than 2 months and…
202424872 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports, due to failures to respond to reports of a communal hazard (unopened mail on the stairway), to adequately consider a request…
202436514 Housing association
Severe maladministration was found in the landlord's handling of the resident's reports of damp, mould and coldness in the smaller bedroom, and in its complaint handling. The landlord caused extensive delays, failed to…
202514554 Housing association
The Ombudsman found maladministration in the landlord's handling of a kitchen replacement (including contractor conduct), damage to flooring, and complaint handling, and service failure in its handling of a leak under…
202424061 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of no heating or hot water (significant failings but fair compensation offered), service failure in its response to reports of loud noises…
202420302 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of no heating and hot water, which lasted 52 days over winter, because it failed to prioritise the repairs despite known…
202337005 Housing association
The Ombudsman found maladministration in the landlord's handling of service charge calculations (around £16,000 of repairs misattributed) and in its response to the resident's request for information about…
202325516 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about ASB allegations made against her: it did not properly investigate the neighbour's allegations before sending a warning…
202442761 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of hazards and requests for a Management Transfer, and maladministration in its complaint handling. The landlord was ordered to…
202407614 Housing association
The Ombudsman found reasonable redress in the landlord's response to queries about service charges and its complaint handling. The landlord explained its service charge calculation in line with the lease, acknowledged a…
202410316 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs (delays in window and damp/mould works but proportionate compensation and proactive steps), maladministration for its handling of service…
202420928 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of leaks and associated kitchen repairs, and in its handling of the associated complaint. The landlord acknowledged its…
202508512 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's multiple repairs reports or her transfer application, but found reasonable redress in the landlord's complaint handling, which…
202451255 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's repair requests and its complaint handling. The landlord accepted delays in repairs (including a 12-week delay due to contractor…
202516199 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of roof leaks and in its handling of his concerns regarding structural issues with the building, due to poor communication,…
202507436 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of the resident's request for a new bathroom and in its handling of the resident's complaint. The landlord apologised, offered compensation, and…
202452065 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, including significant delays in resolving a roof leak and internal works that left a bedroom unusable for 88 weeks, and in its handling of the…
202419883 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports, including delays to external and internal works and poor communication, and ordered a written apology, £750…
202405119 Housing association
There was maladministration in the landlord's handling of communal pipe repairs due to failures in communication with the resident, though the repairs themselves were completed appropriately. The landlord offered…
202450052 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about the size of the property allocated to her and the information given at the viewing, because it failed to answer questions…
202439814 Housing association
The landlord provided reasonable redress for its handling of the resident's boiler and lack of hot water and gas, and for its complaint handling, having offered £985 compensation (£785 for the heating/hot water/gas…
202324261 Housing association
There was maladministration in the landlord's handling of service charge queries, where it failed to provide timely information and did not deliver promised breakdowns. The landlord offered reasonable redress for its…
202506211 Housing association
The Ombudsman found reasonable redress on both heads: the landlord's handling of reported water ingress, damp and mould, and its handling of the resident's complaint. Although there were failings (delays, replastering…
202333688 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's damp and mould reports, having apologised, completed repairs and offered compensation aligned with its policy and the…
202402374 Housing association
There was maladministration in the landlord's handling of the resident's reports of the flat getting too hot, due to a lack of clear explanation of its position with reference to the lease and significant delays and…
202318374 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports of recurring leaks affecting the bathroom and kitchen, and for its handling of the complaint. The landlord's £800 offer (recommended, not…
202437141 Housing association
The Ombudsman found maladministration in the landlord's response to lift repairs and in its complaint handling. The landlord failed to update its system with the correct lift contractor, causing repairs delays, and…
202325938 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for a service charge breakdown and explanation for increases in 2020-2021 and 2021-2022, and maladministration in its complaint…
202228736 Housing association
There was service failure in the landlord's handling of reports of antisocial behaviour, as it failed to investigate all reported incidents, carry out risk assessments, and provide an action plan. The landlord made a…
202453374 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs (significant delays and poor management of the works after the complaint), in its consideration of the household's vulnerabilities and…
202334726 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs, which took 3 months to complete, and in its failure to consider the resident's health and vulnerabilities, including ignoring a request…
202440643 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and repairs, its handling of the resident's concerns about reasonable adjustments (as a deaf resident), and its…
202338083 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's requests for a new front door: it reasonably relied on its contractor's findings but failed to follow through in a timely manner with the…
202333934 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge queries because it limited the refund for an acknowledged bin shed charge miscalculation to 5 years and did not pay…
202333338 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about parking and her request for a medical transfer, as it lacked clarity on parking arrangements and did not respond to her…
202406719 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of ASB and to cleaning/maintenance issues in communal areas, and reasonable redress in its complaint handling. The landlord was…
202311461 Housing association
The Ombudsman found maladministration in the landlord's handling of leaseholders' reports of damp, mould and associated repairs (delays resolving gutter, roof and external wall defects, including a five-month pest…
202311315 Housing association
The complaint concerned the landlord's delay in providing a resident with revised end-of-year service charge statements. The dispute was resolved through the Ombudsman's intervention, with the landlord agreeing to…
202229691 Housing association
Maladministration found in the landlord's response to reports of a cold, draughty property with odour permeation, due to ignored contacts, poor record-keeping, uncompleted repairs and inadequate response to mental…
202330792 Housing association
The Ombudsman found no maladministration in the landlord's decision to notify the resident's bank of service charge arrears, as this was in line with its policy and permitted under the lease. It found reasonable redress…
202332171 Housing association
The Ombudsman found no maladministration in the landlord's handling of cyclical external works, as the landlord reasonably explained the delay via its asset management strategy and confirmed the works were scheduled…
202400765 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's damp and mould reports and for its complaint handling. It had failed to provide adequate communication/oversight of the…
202320040 Housing association
The Ombudsman found reasonable redress on both heads of complaint: the landlord's response to the resident's request for information about service charges, and its complaint handling. The landlord provided detailed…
202506546 Housing association
The Ombudsman found no maladministration in how the landlord handled reports of noise nuisance and antisocial behaviour, concluding it took reasonable and appropriate steps and had insufficient evidence for enforcement…
202446687 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damp and mould, and maladministration in both its handling of reports about the poor condition of the windows and its handling of the…
202409860 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for a fire risk appraisal of the external walls and an EWS1 form, due to delays in replying, a six-month delay in sending the…
202325539 Housing association
The Ombudsman found reasonable redress across all three complaint heads — the landlord's response to leaks and the subsequent repairs, the repair to the bathroom door handle/lock, and its handling of the complaint. No…
202448157 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (it failed to act on significant survey findings) and maladministration in its handling of a gas leak (a flawed investigation…
202332699 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about its repair webform and in its complaint handling. The landlord investigated the webform concerns, acknowledged and…
202431209 Housing association
The Ombudsman found severe maladministration in how the landlord handled a leak into the resident's bedroom from the flat above, citing significant and unreasonable delays, poor communication, and a failure to move the…
202427051 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of a leak from above and for its complaint handling. It addressed the cause of the leak within the appropriate timeframe but failed to provide…
202216787 Housing association
The landlord was found to have maladministration for failing to properly handle the resident's report of anti-social behaviour, including not opening an ASB case, not conducting a risk assessment, and not contacting the…
202451888 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (damp and mould, bathroom window and back door, bedroom radiator, and external communal areas) and in its complaint handling. It ordered an…
202441501 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (delayed survey, delayed repairs, no risk assessment) and maladministration in its complaint handling…
202447447 Housing association
The Ombudsman found service failure in the landlord's response to reports of problems with the underfloor heating and in its complaint handling. The landlord had awarded proportionate compensation for the delays, but…
202315057 Housing association
The Ombudsman found service failure in the landlord's management of communal areas relating to building access and security (a recurring faulty communal car park gate and a communal door repeatedly left unlocked), and…
202410474 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for rehousing following a leak, citing failure to apply its rehousing policy, poor communication with the resident and her…
202429291 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and associated requests for replacement windows (it failed to establish structural/common-area causes, took 4 months to…
202421763 Housing association
The Ombudsman found service failure in the landlord's handling of residents' reports of a loss of water supply to the development (11–14 December 2023), including unclear responsibility and poor communication, and…
202336108 Housing association
The landlord offered reasonable financial redress for the resident's loss of enjoyment and distress at stage 2, but then delayed implementing the identified works, failed to update the resident, failed to complete…
202319517 Housing association
The Ombudsman found the landlord's handling of the maintenance and security of the building and car park amounted to reasonable redress, as it acknowledged the failures (poor communication and not following through on a…
202315937 Housing association
The landlord did not follow its ASB policy in responding to the resident's reports of noise/ASB: it failed to carry out risk assessments, agree an action plan, keep the resident informed, and keep accurate records,…
202302435 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB and its failure to address the security of the communal gate within a reasonable timeframe, and reasonable redress in its…
202427718 Housing association
The resident complained about how the landlord managed her service charge arrears (it requested payment from her mortgage provider) and about the landlord's complaint handling. The Ombudsman found the landlord was…
202339268 Housing association
The Ombudsman found maladministration in the landlord's handling of a damaged roof, roof leaks and associated damp and mould: it took around five months to clarify that the resident (a shared owner) was responsible for…
202453272 Housing association
The Ombudsman found reasonable redress in respect of both the landlord's handling of repairs at the property and its complaint handling, on the basis that the landlord's offered £2,491.44 compensation is paid. No orders…
202427526 Housing association
There was maladministration in the landlord's handling of the leaseholder's reports of external repairs: the roof tile replacement took significantly longer than reasonable (388 days) and the window frame and outside…
202502124 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of plumbing and drainage repairs in her bathroom and its failure to consider her request for a temporary move or alternative…
202419862 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs linked to damp and mould reports, citing inadequate oversight and communication, unreasonable delays, and a failure to start the section 20…
202344099 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs following a leak and in its complaint handling, and no maladministration in its handling of the resident's reports of damaged belongings and…
202421302 Housing association
The landlord was found to have severe maladministration in its handling of repairs including damp and mould, and in its complaint handling. The landlord failed to properly investigate the cause of damp and mould,…
202445643 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould (significant time to rectify, failure to mitigate while roof repairs were done, and failure to prioritise works for a vulnerable…
202315741 Housing association
The Ombudsman found reasonable redress on both heads of complaint: the landlord's handling of reports of a faulty ventilation system and associated mould, and its complaint handling. The landlord's overall response was…
202447629 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's reports about an overgrown boundary hedge, nor in its handling of the associated complaint. It recommended the landlord pay the £50…
202323311 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the intercom system, which took approximately 3 years to complete, significantly exceeding its repairs policy timeframe. The landlord failed…
202527031 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's decant due to an unreasonable delay in considering subsistence and travel expense requests. The landlord's complaint handling failings…
202421770 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's boiler, maladministration in its handling of the associated complaint, and reasonable redress for the delay in updating the…
202401856 Housing association
The Ombudsman found no maladministration in the landlord's response to the shared owner's request to sublet, but maladministration in its handling of the request for a disabled parking space (taking over a year to give…
202331799 Housing association
The Ombudsman found reasonable redress in the landlord's response to damp and mould reports (early decant, £650 offered). Service failure was found in the response to the property damage claim (no decision after…
202316882 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's door repairs (delays, poor record keeping and communication) and for its complaint handling delays, and found no…
202314575 Housing association
The Ombudsman found the landlord offered reasonable redress for its failures in handling the resident's request for a new bathroom and its handling of her complaint. The bathroom works were confirmed for 2023/24 and…
202448851 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's anti-social behaviour (ASB) reports and service failure in its complaint handling. The landlord was ordered to apologise, pay £300 in…
202446469 Housing association
The Ombudsman found the landlord's handling of repairs (front door, heating, intercom, bathroom and windows), its handling of antisocial behaviour reports, and its complaint handling each amounted to service failures…
202324996 Housing association
The landlord mishandled concerns about the condition of the resident's windows and reports of damp and mould, failing to complete an identified window repair, poorly managing expectations about a window replacement…
202420842 Housing association
The Ombudsman found service failure in the landlord's handling of reports of a leak from above with associated damp and mould, and maladministration in its handling of reports of mice (no pest controller attended and no…
202336678 Housing association
The landlord severely failed in handling repairs including leaks, damp and mould, pest control and the resident's temporary housing/decant, and its handling of the three combined complaints amounted to…
202446462 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to windows and doors and associated damp and mould, which were delayed by over two years and affected a vulnerable household. It found the…
202440717 Housing association
The Ombudsman found the landlord made a reasonable offer of redress for its handling of the resident's leak report (which caused flooring damage and damp and mould) and for the associated complaint handling. The…
202425654 Housing association
The resident asked the landlord to install soundproofing because of noise transference from a neighbouring flat. The Ombudsman found maladministration in the landlord's handling of the soundproofing request (it failed…
202345853 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of leaks, bathroom repairs, damp and mould, and in its complaint handling. The landlord had acknowledged delayed and…
202330474 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour and in its response to her request for sensor lighting, due to delay (around five months each), the…
202425616 Housing association
The Ombudsman found maladministration in the landlord's handling of the temporary accommodation (decant) process, its handling of the resident's reports of condensation, damp and mould, and its complaint handling. The…
202418742 Housing association
A shared ownership leaseholder complained that the landlord wrongly wrote to him about access for a fire door inspection (an issue he said was the freeholder's responsibility) and that it mishandled his complaint. The…
202441791 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs to windows and a back door, which were delayed beyond its responsive repairs policy timescales with poor communication. It ordered…
202425849 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (ASB) concerning a neighbour's cameras — it failed to follow its ASB policy, did not keep the resident…
202310699 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak from the flat above, and maladministration in its handling of reports of noise nuisance from a neighbouring property and…
202334037 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks and ASB by a neighbour, and in its complaint handling. It ordered the landlord to pay £2,800 compensation, apologise,…
202452171 Housing association
The complaint concerned the landlord's response to reports of dog mess and rubbish blocking a communal drain, causing flooding and odour. The Ombudsman determined the complaint was outside jurisdiction because the…
202331637 Housing association
The Ombudsman found the landlord offered redress prior to investigation which satisfactorily resolved the complaints about its handling of the resident's reports of poor contractor conduct, its handling of repairs, and…
202309854 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour. The Ombudsman determined the complaint is not within its jurisdiction under paragraph 41.c of the Scheme because the…
202420640 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak reported by a shared owner, which remained unresolved for almost four years, and maladministration in the landlord's record keeping. The…
202320788 Housing association
The landlord was found to have committed maladministration in its management of the resident's succession request, having delayed unreasonably for over two years, incorrectly denied statutory succession, and sought to…
202421708 Housing association
The Ombudsman found maladministration in the landlord's response to reports of leaks, damp and mould (which remained unresolved almost two and a half years after being reported) and maladministration in its complaint…
202421550 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for new windows, its response to reports of damp, mould and condensation, and its complaint handling, ordering it to apologise…
202443795 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a repair to his taps and later adaptation request, as it did not suitably engage, provide clear information, or support him in…
202424687 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, citing significant delays, inadequate diagnosis and record-keeping, poor…
202417776 Housing association
The Ombudsman found the resident's complaint about increases in service charges (including property insurance) outside jurisdiction. It found failings in the landlord's estate management (gardening at the start of 2024)…
202417283 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a new communal front door — which took around 18 months to give a definite response amid extremely poor communication — and…
202345786 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and its handling of concerns about the condition of the windows, and service failure in its handling of the…
202446561 Housing association
The resident complained about the landlord's handling of her request for window replacements and about its handling of her complaint. The Ombudsman found the landlord attempted repairs reasonably and offered…
202446363 Housing association
The landlord took 3–6 weeks to resolve an emergency leak it should have fixed within 24 hours, with multiple failed appointments, poor communication and inadequate record-keeping, and offered insufficient compensation…
202326978 Housing association
The complaint concerned the landlord's handling of reports that a communal door needed repair (leading to ASB and trespassing), and its complaint handling. The Ombudsman found the landlord took a year to replace the…
202402094 Housing association
The Ombudsman found no maladministration in the landlord's handling of fence repairs and associated costs. The landlord acted promptly, was within its repair timescales, and was entitled under its compensation and…
202400092 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for an outside tap: it failed to consider its Aids and Adaptations policy, kept inadequate records, gave vague and unsympathetic…
202319678 Housing association
The Ombudsman found service failure in the landlord's handling of a gas safety appointment, as it repeatedly sent automated letters with morning appointments despite the resident's agreed afternoon appointment and…
202225069 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould reports, despite a substantial disrepair settlement, due to persistent communication failures and lapses in its aftercare monitoring…
202419837 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about grounds maintenance contractor conduct (including parking) or communal area cleaning, but found service failure in its complaint…
202444304 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of damp and mould, associated repairs, and the move to temporary accommodation, and in its complaint handling — citing prolonged…
202421775 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about communication on and use of fire-retardant paint in communal areas: it failed to notify the resident about delays to…
202326917 Housing association
The Ombudsman found maladministration in the landlord's handling of drainage repairs: a complex repair took from July 2023 to July 2024, far beyond its 60-day policy timeframe, with poor communication, inadequate…
202303604 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen and bathroom repairs — repeated ineffective pest control, prolonged exposure to a health and safety hazard, and a near-year delay in making…
202323130 Housing association
The landlord failed to act on its own policy prohibiting laminate flooring in an upstairs flat, which amplified noise transference and caused distress to the resident; it also failed to log either stage of the complaint…
202421457 Housing association
The landlord failed to manage the planned window replacement, causing significant delays and poor communication, and did not meet the timescale it committed to at stage 2, so the Ombudsman found maladministration.…
202335448 Housing association
The Ombudsman found service failure in the landlord's response to the resident's requests for her kitchen to be replaced (a communication failure it failed to explain or acknowledge) and in its complaint handling…
202313887 Housing association
The landlord failed to schedule or carry out overdue renewal works to the resident's kitchen, bathroom and windows, provided no clear timeline or communication, and failed to pay compensation it had agreed. It also…
202445927 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's ASB reports, service failure in its handling of communal cleaning standards, service failure in its response to requests to improve the…
202310582 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated kitchen repairs (cupboards, ceiling and light), and maladministration in its response to reports of overgrown ivy affecting the…
202318251 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the kitchen upgrade and the conduct of contractors. It identified failings including not properly investigating the…
202220453 Housing association
The Ombudsman found maladministration in the landlord's administration of annual gas safety checks due to unnecessary reminder letters and threats of forced entry despite the resident having booked appointments.…
202342462 Housing association
The Ombudsman found the kitchen/bathroom repairs and damp and mould complaints outside jurisdiction (subject to court disrepair proceedings). It found maladministration in the landlord's handling of balcony railing…
202323387 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's dispute about a garden fence — it changed its position without explanation, failed to provide evidence for its decision, and failed to…
202438089 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and the associated formal complaint, service failure in its handling of the resident's concerns about surveyors' conduct,…
202408674 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise nuisance from an upstairs neighbour, and maladministration in its handling of her rehousing request, plus…
202344894 Housing association
The Ombudsman found reasonable redress in the landlord's handling of works linked to a void space in the hallway ceiling and in its handling of the resident's complaint. There were considerable service failings (delays,…
202428118 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks into her property (patio doors), ordering £1,900 compensation to replace its earlier £750 offer. It found reasonable…
202217418 Housing association
The Ombudsman found severe maladministration for the landlord's handling of roof leaks over approximately 31 months, including poor communication, failure to establish freeholder liability, and lack of temporary…
202229317 Housing association
The Ombudsman found service failure in the landlord's poor communication over communal lift replacement, including a 6-month period of no response, increasing compensation to £200, while finding reasonable redress in…
202426108 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, and of issues with the boiler and electrical sockets, and service failure in its complaint handling. It found no…
202416614 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's concerns about asbestos and the subsequent remedial works, and maladministration for the landlord's complaint handling. The landlord…
202411494 Housing association
The landlord's handling of a disabled resident's reports of an uneven wet room floor and a shower leak that escaped the room amounted to severe maladministration, with the defect left unremedied more than 15 months…
202429059 Housing association
The Ombudsman found reasonable redress on both complaint heads. The landlord failed to give adequate notice of several extensions to the resident's temporary accommodation stay and did not provide the support set out in…
202348571 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports (inadequate record-keeping and failure to prioritise works or consider health risks), maladministration in its…
202303680 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a leak from a neighbouring property — it delayed unreasonably in tracing and remedying the leak, kept inadequate repairs records and…
202332296 Housing association
The Ombudsman found maladministration in the landlord's handling of planned maintenance of communal areas; service failure in its handling of the communal bike storage, video intercom requests and service charge…
202308088 Housing association
The Ombudsman found the landlord's response to the resident's dissatisfaction about an annual rent increase outside its jurisdiction, as it concerns the level of rent. It found the landlord offered reasonable redress…
202417372 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak (including delayed damp and mould inspection), its handling of security concerns after a bicycle theft, and its handling of reported ASB. It…
202344153 Housing association
The Ombudsman found service failure in Peabody Trust's handling of the resident's report of a blocked kitchen sink, its handling of concerns about the contractor's conduct, and its handling of the rent account. It found…
202321897 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for an explanation of the communal electric (fixed) service charge, as the landlord was under no obligation to provide…
202222979 Housing association
The Ombudsman found maladministration in the landlord's handling of a disabled resident's request for an electric parking gate, as it failed to fully consider alternatives or follow through its action plan. Complaint…
202332409 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of water ingress from the roof, reports of pests, and reports about boiler issues, and reasonable redress in its handling of the…
202337779 Housing association
The Ombudsman found reasonable redress on both complaint heads. The landlord failed to effectively monitor the developer's drainage repairs on the resident's behalf, repeatedly failed to provide promised updates and did…
202420072 Housing association
The resident complained about the landlord's response to a neighbour's death, its handling of her ASB/noise reports concerning two flats, and its complaint handling. The Ombudsman found no maladministration in the…
202410207 Housing association
The Ombudsman found service failure in the landlord's response to the shared owner's concerns about her rent and service charges for 2024/25, because it failed to address her concern about the service charge relating to…
202316643 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that the property was cold and did not retain heat, and service failure in its handling of the complaint. The landlord was…
202333638 Housing association
The complaint concerned the landlord's response to reports of repairs to the lift and intercom system and the associated service charges, plus its complaint handling. The Ombudsman found no maladministration in the…
202326137 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about her rent account (unclear information, inadequate record-keeping, failure to discuss arrears or agree a payment plan, and…
202201391 Housing association
The Ombudsman found maladministration by Peabody Trust for repeated errors on service charge accounts, failing to advise the resident about energy charge changes, and poor handling of a drainpipe issue causing water…
202318306 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a back door and paving slabs, which were subject to lengthy, unexplained delays. The landlord's offer of £100 was found to represent…
202418731 Housing association
The Ombudsman found maladministration in the landlord's handling of roof leaks, consequent damp and mould, and remedial repairs, due to unnecessary delays in progressing the works (including the section 20 consultation)…
202313449 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise and antisocial behaviour. The landlord accepted service failures, apologised and offered £950, but it failed to follow…
202231798 Housing association
The Ombudsman found service failure in the landlord's delayed CCTV footage retrieval following an alleged assault, no maladministration in its handling of a bin dispute or footage-process miscommunication, and…
202306706 Housing association
The Ombudsman found maladministration in the landlord's response to longstanding reports of flooding in the resident's garden: while it took considerable proactive steps and explored multiple theories, it was slow to…
202346852 Housing association
The landlord delayed acting on the resident's request for a move (41 calendar days before taking action and 56 calendar days before giving reasons for refusing a management transfer), though its eventual refusal was in…
202314279 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the adequacy of the insulation in the home, as it failed to investigate properly and did not act on the findings of its…
202423287 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise transference from the flat above, due to poor communication and record keeping and delays in repairing the…
202319177 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated lift repairs—persistent breakdowns, a lift left out of service for an extended period, delays in completing defects, and a failure to keep the…
202304274 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's ASB reports between November 2022 and May 2024, having acknowledged service failures and offered £1,200 compensation.…
202311590 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a boiler, where the resident and her daughter were without a reliable hot water supply for about 293 days from December 2022 to October 2023…
202300329 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks into the leaseholder's flat and the resulting damp and mould, including a two-month delay in raising a repair, cancellation of a job…
202321992 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's personal belongings while she was in alternative accommodation during repairs, as there was no evidence it followed or explained its…
202303353 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's repair requests: between March 2022 and the date of determination the landlord failed to investigate or put right reported repairs…
202321123 Housing association
The Ombudsman found maladministration in the landlord's handling of works to address damp and mould and the resident's temporary move to alternative accommodation (a 22-month decant), and service failure in its response…
202345157 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to repair her flooded balcony, due to delays and a failure to provide a clear plan of works, ordering £350 compensation and a…
202213665 Housing association
The landlord offered reasonable redress for its handling of the resident's enquiries about fire safety works, having acknowledged communication failures and offered £30 compensation. However, there was maladministration…
202318960 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and reports of damp and mould (and a separate maladministration finding for poor record keeping), service failure in its complaint handling and…
202305552 Housing association
The complaint concerned the landlord's response to the resident's concerns about electrical safety during remedial cladding works, and its complaint handling. The Ombudsman found the landlord's offer of redress (£250…
202417674 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and related repairs, service failure in its handling of asbestos and replacement of flooring, and…
202325915 Housing association
The complaint concerned the landlord's handling of a rat infestation affecting a communal block and the resident's flat. The Ombudsman found maladministration overall: the landlord failed to act after the resident's…
202312236 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of heating and hot water issues (it failed to consider or record its view on its contractor's recommendation for a boiler/radiator survey, did…
202218975 Housing association
The landlord was found to have maladministration for its poor handling of the resident's reports of leaks, damp and mould between November 2022 and August 2023, including failing to act with urgency, consider temporary…
202317484 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and the resident's decant after a sewage leak left the property uninhabitable for around 11 months, ordering an apology and £1,950…
202220102 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries and its complaint handling. The landlord took almost 7 months to answer a service charge query and its complaint…
202402595 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following the collapse of the toilet ceiling and repairs to the toilet, bathroom and kitchen ceilings, and in its handling of the related…
202323656 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks into a shared-ownership leaseholder's property, including delays completing roof repairs (final works not done until December 2023, over a year…
202222376 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, ordering compensation, an apology and an action plan, while finding reasonable redress for its complaint handling.
202206513 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp, mould and water ingress repairs, as the landlord offered £400 compensation for delays including a 212-day delay in replacing windows and poor…
202326358 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of damp and associated repairs (delays, inadequate initial response, delayed investigations and repairs, unnecessary electricity…
202318378 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports that other residents were using the communal washing line area to socialise, or that the bin storage area was unused. It…
202327027 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and roof repairs, and maladministration in its handling of the associated complaints, ordering it to pay £1,800,…
202328183 Housing association
Severe maladministration was found in the landlord's handling of a leak that continued for 4 years, leaving a hole in the resident's ceiling that led to mould, with poor communication and failure to consider the…
202327321 Housing association
The Ombudsman found maladministration in the landlord's response to a resident's concerns about lift breakdowns. The only lift in the building was out of use for 28 days, and the landlord failed to address its missed…
202325455 Housing association
The complaint about the level of rent was outside the Ombudsman's jurisdiction (Scheme paragraph 42.d), as rent levels are for the First Tier Tribunal. The landlord giving the resident a new tenancy agreement on…
202304617 Housing association
The Ombudsman found maladministration in the landlord's response to the leaseholder's concerns about the property's insulation, as it did not demonstrate it had taken reasonable steps to investigate the concerns raised…
202339413 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a roof leak: it cancelled a repair without explanation, delayed the inspection and the repair excessively (411 days to complete…
202317719 Housing association
The resident, a leaseholder, complained about the landlord's buildings insurance tender process and being overcharged for her annual insurance premium. The Ombudsman determined the complaint is outside its jurisdiction,…
202314939 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's service charge queries and her concern that it had mislaid her direct debit form: although there was a significant delay in explaining…
202311449 Housing association
The Ombudsman found the landlord offered reasonable redress for its response to the resident's reports of a burglary at the property (where the Ombudsman would otherwise have found maladministration), accepting its…
202227442 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak into the property and of electrical safety concerns, ordering compensation, further monthly payments until an electrical inspection is…
202329607 Housing association
The Ombudsman found the landlord's handling of the resident's reports about faulty external communal lights amounted to reasonable redress (it apologised and offered proportionate compensation), but found service…
202308551 Housing association
The complaint concerned the landlord's handling of outstanding repairs and damage after a long-term temporary move for major works, and its handling of the formal complaint. The Ombudsman found reasonable redress: the…
202233466 Housing association
The Ombudsman found the landlord's response to the resident's request to repair a gate to the communal bin area amounted to an offer of redress that satisfactorily resolved that part of the complaint, while finding…
202403150 Housing association
The landlord was found to have maladministration in handling the resident's report of a non-flushing toilet, having failed to appreciate the urgency (only one toilet and post-surgery recovery) and to recognise the true…
202331367 Housing association
The landlord's handling of the resident's reports of subsidence, leaks, damp and mould and its proposed compensation amounted to service failure. The Ombudsman found delays in addressing repairs (including gutters…
202216080 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's queries about his service charges, including delays in responding, contradictory information about reserve funds, failure to explain…
202317887 Housing association
The Ombudsman found no maladministration in the landlord's handling of gas leaks to the resident's boiler. The landlord rectified the leaks the same day they were identified during a routine safety check and reasonably…
202331774 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's complaint about a staff member's conduct while handling an ASB case. It did recommend the landlord clarify with the resident the…
202318876 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the quality of the fire safety works and its contractors, accepting the works were necessary and reasonably explained.…
202316568 Housing association
The complaint concerned the landlord's handling of a leaseholder's concerns about service charges, including the cost of communal lighting that was connected to his personal utility meter. The Ombudsman found the…
202233695 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak: the leak took more than 12 months to resolve, the landlord could not evidence its repair records, did not keep the…
202231718 Housing association
The Ombudsman found service failure in the landlord's handling of heating and hot water repairs, which left a disabled resident without heating for about a month and hot water for nearly 3 months without adequate…
202231396 Housing association
The Ombudsman found service failure in the landlord's handling of tap repairs, ordering £250 compensation and recommending review of increased utility costs upon receipt of evidence.
202233849 Housing association
The Ombudsman found no maladministration in the landlord's decision to channel the resident's contact through a single nominated staff member and in how that staff member managed communication; the arrangement was…
202221599 Housing association
The Ombudsman found the landlord's offer of redress satisfactorily resolved the resident's complaint about the cleaning service and sharing his details with its cleaning contractor.
202320114 Housing association
The Ombudsman determined the complaint about the proposed dates for cyclical external redecoration works was outside its jurisdiction, as it concerned what was agreed during the conveyancing process and was better…
202201267 Housing association
The landlord was found to have maladministration for its handling of repairs to the boiler and central heating system, which remained unresolved from December 2021 to August 2022, leaving the resident without hot water…
202213984 Housing association
The Ombudsman found maladministration by Peabody Trust for an 8-month delay in repairing a roof leak affecting a leaseholder's property, and for failing to consider temporary mould mitigation. However, the landlord's…
202201272 Housing association
The Ombudsman found maladministration in four areas: the landlord's response to pest reports in communal areas (poor record-keeping, failure to investigate multiple reports); its response to a faulty communal door…
202300324 Housing association
The Ombudsman found no maladministration in the landlord's offer of compensation to the leaseholder following a roof leak, but service failure in its complaint handling. The landlord failed to respond to the resident's…
202213232 Housing association
The landlord failed to address the resident's reports about the upkeep of communal grounds and facilities (bike store, bin store, drains, benches, car park, trees, gardens) raised since August 2021, and mishandled the…
202302854 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of having no heating or hot water between 8 January and 21 March 2023 (it accepted its failings, apologised and paid…
202217946 Housing association
The Ombudsman found that the landlord's stage 1 response to the resident's reports of a cold bedroom was poor and lacked investigation, but its stage 2 response was comprehensive: it arranged an inspection, correctly…
202304896 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of water ingress from the roof and resulting damp, which remained unresolved 22 months after reporting, with unreasonable…
202304409 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour — including a failure to risk-assess or agree an action plan, poor ASB record keeping, missed CCTV…
202345779 Housing association
The Ombudsman found maladministration in the landlord's handling of multiple decants, due to poor communication and planning around the decant and the removal and storage of the resident's possessions. The management…
202327384 Housing association
The Ombudsman found that the landlord's response to the resident's concerns about the conduct of its repairs operatives, and its handling of the complaint, constituted reasonable redress offered prior to the…
202317769 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the windows (the resident waited around 11 months for an inspection, exceeding the landlord's 28-day…
202303862 Housing association
The Ombudsman found the landlord offered redress that satisfactorily resolved the complaint regarding its handling of the resident's reports of no hot water (24 days without hot water) and its handling of the associated…
202318053 Housing association
The landlord's handling of the resident's reports of antisocial behaviour was maladministration: it failed to carry out a risk and vulnerability assessment, did not respond within its policy timeframes, did not agree an…
202303458 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of leaks, damp, mould and the associated repairs, and service failure in its complaint handling. The landlord was ordered…
202225229 Housing association
The Ombudsman determined that the complaint about the landlord's handling of a roof leak was outside its jurisdiction, as the resident had raised the same substantive issue as a counterclaim in court proceedings where…
202108664 Housing association
The Ombudsman found service failure in the landlord's handling of compensation offered to a resident for prolonged damp, mould and leaks (2019-2024), and maladministration in its handling of the resident's approved…
202308856 Housing association
The complaint concerned the landlord's handling of repairs to a communal gutter, the resident's queries about the cost of scaffolding, and the formal complaint. The Ombudsman found service failure in the gutter repairs…
202222526 Housing association
The Ombudsman found the landlord's offer of £1,050 compensation and remedial works for repeated lift breakdowns and severe complaint handling delays amounted to reasonable redress, with no further orders made.
202223158 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports about alleged unauthorised occupants, as it had properly investigated and offered support, but found the landlord's £250 compensation…
202231355 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leak, and maladministration in its complaint handling and record keeping, ordering £2,100 compensation, an independent surveyor review, and a…
202228723 Housing association
The Ombudsman found maladministration in the landlord's handling of disrepair works, including a failure to reconsider a decant and unresolved cleaning and insurance referral issues, and severe maladministration in its…
202321675 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of repairs to the kitchen, windows and balcony door, due to substantial delays to "urgent" repairs and inadequately communicated compensation.…
202316955 Housing association
The Ombudsman found failings in the landlord's handling of the resident's repairs (multiple delays, poor oversight of contractors and communication) and in its complaint handling (an obstructive, hard-to-access process…
202417964 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise and request for soundproofing, as it failed to evidence proportionate investigation, record-keeping and communication.…
202344678 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to be considered for an increased transfer priority banding on medical grounds, due to repeated communication failings and…
202232974 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks from the communal roof causing damp and mould to the interior of the flat, and service failure in its complaint…
202318478 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repair reports and its record keeping, maladministration in its complaint handling, and service failure in its response to the…
202324293 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for cyclical decoration works, holding that the landlord acted reasonably in prioritising other works and explaining when…
202304471 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB), including delays in risk assessment, action planning and support referral. It found reasonable…
202214350 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared owner's queries about service charges, due to a 7-month delay in responding, failure to give notice of charge changes, and failure to refund…
202311049 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the use of the communal gardens: it failed to remove items and hazards (including those in an HHSRS report) within a…
202217880 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports due to lack of urgency, poor communication, and failure to consider the resident's vulnerability. Reasonable redress was found…
202221669 Housing association
The Ombudsman found reasonable redress for the landlord's handling of damp and mould (via a £2,850 offer), but maladministration in its handling of damaged and stolen items and its complaint handling, ordering a further…
202312777 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (no detailed damp and mould inspection, repairs delayed around 10 months, no consideration of household…
202303736 Housing association
The complaint concerned the landlord's handling of reports of repair issues with the balcony doors and windows (water ingress and poor fitting), and its handling of the associated complaint. The Ombudsman found the…
202329536 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks affecting a leaseholder's flat: after September 2023 it did no further significant work to address the cause, delayed inspections and…
202233518 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request to replace the electric boiler system with gas. The landlord's position that it would not replace a fully functioning boiler was…
202213344 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about car park misuse. The landlord failed to address a neighbour running a vehicle workshop business, abandoned vehicles and…
202335709 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour from a neighbour, as it failed to follow its ASB policy (reports not logged appropriately, no risk…
202305369 Housing association
The resident complained about the landlord's handling of requests for a legionella testing report and a roof maintenance report, concerns about staff conduct, and systemic complaint handling issues. The Ombudsman…
202300367 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's boiler fault and in its complaint handling, while accepting the landlord had made reasonable redress for its handling of damp and mould.…
202333345 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour (delays in responding to reports of dog fouling, and record-keeping failures around mediation follow-up…
202225937 Housing association
The landlord failed to identify from the outset that the resident's tenancy type made her ineligible for a mutual exchange, let her go through the entire process, and only told her 2 working days before the planned move…
202330653 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and of a roof leak, and service failure in its complaint handling. It ordered the landlord to apologise, pay a…
202307796 Housing association
The Ombudsman could not consider the resident's concerns about the level and reasonableness of communal cleaning and management service charge costs as these fall within the First-Tier Tribunal's jurisdiction. It found…
202225388 Housing association
The Ombudsman found maladministration in the landlord's handling of a report of blocked access to a communal area and in its handling of the associated complaint, ordering an apology and £350 further compensation.
202322145 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leaking roof, its handling of the formal complaint, and its knowledge and information management. The landlord was ordered to apologise…
202306657 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak from the property above — it failed to inspect the resident's property for damp and mould after being put on notice, and…
202214147 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress prior to investigation, satisfactorily resolving the resident's complaints about communal cleaning standards, bin store security (including a…
202309310 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's bedbug reports: the landlord accepted it had delayed the pest control treatment, breached its repairs policy timeframe, and offered…
202307369 Housing association
The Ombudsman found no maladministration in the landlord's administration of the resident's service charge account, service failure in its handling of reports of a repair to the communal lift (poor record keeping and a…
202306297 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about the level of the service charge and maladministration in its response to concerns about the quality of service in the…
202340829 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about her medical assessment and in its handling of reports of ventilation issues at the property, and reasonable redress in…
202232076 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a pest infestation, reports of damp and mould, requests for repairs to the kitchen and bathroom lights, and its handling of…
202209431 Housing association
The Ombudsman determined that the complaint about the landlord's management of the sinking fund and consideration of inflation on projected future works was outside its jurisdiction, as it concerns matters of liability,…
202331993 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and the associated repairs, due to substantial delays, poor record keeping, and a failure to follow through on commitments,…
202229340 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould repairs, which took over a year and left the resident sofa-surfing, plus maladministration in its complaint handling; ordered…
202232832 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's queries about the 2021-22 service charge, including her request for a breakdown of the actual costs, because it delayed responses, failed…
202348485 Housing association
The resident complained that access to the shared rear garden had been restricted (by fencing installed by a neighbour), which he believed also obstructed his only route of escape from the building in an emergency. The…
202301179 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of draught and cold, due to delays in repairing the heating controls and in re-assessing the property, along with ineffective…
202339084 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, which had been ongoing for at least 16 months with a lack of ownership, oversight and urgency. It also found service failure in the…
202214402 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared-ownership leaseholder's requests for service charge information, due to a 13-month delay in proactively pursuing the managing agent and poor…
202335463 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about her application to transfer to a larger property, due to poor record keeping and a failure to manage her expectations about…
202405173 Housing association
The Ombudsman found maladministration in the landlord's handling of various bathroom repairs caused by a leak, citing poor record keeping, significant delays, missed appointments, a failure to address mould and health…
202307638 Housing association
The complaint concerned the landlord's handling of various repairs, including a roof leak, window repairs and the gas supply to the property. As the resident had accepted a settlement to a legal disrepair claim through…
202323991 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's window repair reports and replacement queries, service failure in its record keeping, and reasonable redress in its complaint handling.…
202234334 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to an ongoing roof leak, its complaint handling, and its record keeping, and service failure in its handling of reports of damp and mould. The…
202121591 Housing association
The Ombudsman determined the complaint was outside its jurisdiction. The service charge issues fell under paragraph 42(d) of the Scheme (matters concerning the level of service charge are for the First Tier Tribunal).…
202331995 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs, including damp and mould, and reasonable redress in its handling of reports of no heating and hot water and the associated…
202220019 Housing association
The Ombudsman found the complaint about the sales process was outside its jurisdiction. It determined the landlord offered reasonable redress for its communication regarding the shed removal requirement (£1,000) and for…
202329745 Housing association
The Ombudsman found maladministration in the landlord's handling of internal and external repairs, where repeated poor record keeping, lack of communication and lack of progress left repairs (including heating,…
202200321 Housing association
The Ombudsman found maladministration by Peabody Trust for taking 16 months to complete damp and mould repairs, failing to communicate with the resident or monitor its contractor, and for poor complaint handling with…
202342924 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould: although it responded promptly and arranged a surveyor inspection, the works did not progress, diagnosis took too long,…
202337696 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (including concerns that her mail was being stolen), in its record keeping, and in its complaint…
202301587 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a leak and associated damage, considering the landlord's £500 offer reflected the significance of its failings. However, it…
202231919 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen and bathroom refurbishment requests, due to failings in knowledge and information management, communication and surveying over…
202320016 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leaking roof causing damp and mould, citing delays in inspecting and completing repairs, failure to resolve access issues,…
202312926 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to the resident's garage door, which left the home insecure for around 18 months with repeated missed appointments, inadequate…
202127649 Housing association
The Ombudsman determined the complaint about the landlord's use of its own property valuation (rather than the resident's) to calculate the lease extension premium was outside jurisdiction, as it requires a binding…
202345020 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about the toilet, the shower, and the complaint and level of compensation offered, and maladministration in its handling of…
202202211 Housing association
Severe maladministration found in the landlord's handling of the resident's rehousing and complaint handling. The landlord delayed increasing priority status, made an erroneous property offer due to poor records,…
202234849 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and the associated repairs. Although the landlord's stage 2 response was robust and would have amounted to reasonable…
202210783 Housing association
The Ombudsman found maladministration in the landlord's handling of multiple repairs (heating, gas fire, roof/guttering, tree, stairs, bathroom) due to significant delays, poor communication, and failure to treat gas…
202230461 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge account issues, including an incorrectly charged door entry system fee, and in its handling of the associated complaint.…
202318678 Housing association
The resident complained about the landlord's handling of repairs to an external structure (which the landlord identified as a communal porch rather than the resident's balcony) and about its complaint handling. The…
202212871 Housing association
The landlord was found to have maladministration for its handling of repairs to communal doors and lift buttons, with delays of nearly 6 months and 3 months respectively, poor record keeping, and poor communication.…
202303265 Housing association
The Ombudsman found maladministration in the landlord's record-keeping and severe maladministration in its handling of repairs, including damp and mould and ceiling/structural repairs, with significant delays and a…
202204552 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs to a shower head and blocked waste pipe, as the landlord acknowledged delays and offered £250 compensation. However, there was service…
202313506 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, because it failed to carry out a risk and vulnerability assessment in line with its own policy (no assessment a year after…
202111835 Housing association
The Ombudsman found maladministration by Peabody Trust for its handling of a roof leak (delayed assessment and completion, poor communication) and for its handling of car park maintenance issues (delays, failure to…
202233123 Housing association
The Ombudsman found maladministration in the landlord's failure to provide a substantive response to the resident's enquiries about her tenancy for an excessive and unreasonable length of time, causing her uncertainty.…
202221461 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a prolonged rat infestation, including a delayed emergency decant and poor communication over roughly five months, ordering total compensation…
202300779 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs, including significant record-keeping failures that made it impossible to determine what works were assessed, scoped, carried out or…
202223647 Housing association
The Ombudsman found maladministration in the landlord's handling of concierge service issues, including mail-holding concerns, and in its complaint handling. It ordered an apology, £400 compensation, and provision of…
202303351 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould in the resident's kitchen (the repair took 16 months and the landlord failed to investigate a suspected leak or consider the resident's…
202224410 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould, driven by an unfixed extractor fan and lack of urgency despite known vulnerabilities, ordering £3,900 compensation,…
202304771 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of ASB, due to repeated failures to act in line with its ASB policy, a failure to complete risk assessments and action…
202231178 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to have a neighbour's CCTV removed, ordering a further £100 compensation and a spot check, while finding the landlord's…
202225405 Housing association
The Ombudsman found reasonable redress for water ingress through the ceiling, maladministration for damp/mould handling and complaint handling, and service failure for insulation/noise transference and water tank/boiler…
202217434 Housing association
The Ombudsman found reasonable redress for the landlord's communication failures regarding defective street lighting (the landlord apologised and offered £50), but maladministration for complaint handling due to…
202300529 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about a staff member's conduct during a home visit, as it kept no written record of its investigation and failed to respond to…
202211630 Housing association
The landlord's contractors damaged the resident's sofa and bed during repairs. The landlord failed to ensure timely compensation, leaving the resident to chase for over 9 months, and its complaint handling was…
202228714 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of ASB and noise nuisance, including threats of violence, due to poor victim support, missing risk assessments and inadequate record keeping,…
202222880 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould repair reports and its complaint handling, noting reasonable initial redress of £850 but further unaddressed delays, ordering an…
202221266
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s: Handling of requests for repairs to a leaking sink in the resident’s bathroom.…
202220783 Housing association
The Ombudsman found maladministration in the landlord's response to noise reports about laminate flooring in an upstairs property, as it was not proactive in finding a solution. Service failure was found in complaint…
202228956 Housing association
The Ombudsman found maladministration in the landlord's handling of the installation of level access door sets and windows during a refurbishment, and in its complaint handling, ordering £1,250 compensation and remedial…
202211489 Housing association
The landlord was found to have severe maladministration for its handling of the resident's reports of noise nuisance and ASB. It delayed fitting flooring, misinterpreted noise monitoring evidence, focused on neighbour…
202307894 Housing association
The Ombudsman found maladministration in the landlord's handling of the acceptable behaviour contract (issued at a short-notice meeting), its response to the resident's ASB reports after September 2021, and its…
202126263 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a neighbour's CCTV and ASB, and in its complaint handling. The landlord failed to follow its CCTV policy, did not inspect the…
202229015 Housing association
The Ombudsman found maladministration in the landlord's handling of a request for reimbursement of communal heating charges and in its complaint handling, while the handling of a previous complaint's compensation…
202234265 Housing association
The Ombudsman found maladministration in the landlord's response to issues in the kitchen, bathroom and bedroom including leaks, damp and mould, and service failure in its responses to boiler repairs and window repairs.…
202224366 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries and its complaint handling, ordering an additional £350 compensation on top of the £100 already offered.
202213466 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a leak (delays of 212 working days, failure to coordinate contractors, inadequate regard for child safety, and confusion over…
202213300 Housing association
The Ombudsman found maladministration by Peabody Trust for its handling of a leak in a communal hallway, where it failed to respond urgently, coordinate trades, communicate effectively, or learn from the incident.…
202210230 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of drainage issues affecting the resident's toilet (a 94-day delay) and for its complaint handling (delays and missing escalation…
202127637 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to delays, poor communication, and failure to carry out risk assessments or consider the resident's vulnerability. No maladministration…
202127329 Housing association
The Ombudsman found maladministration by Peabody Trust for failing to address the resident's reports of damp and mould over an extended period, and for poor complaint handling. The landlord identified required works in…
202014128 Housing association
The Ombudsman found severe maladministration for the landlord's response to repair requests (including a 32-month delay for a dangerous bedroom window and 22-month delay for damp and mould), severe maladministration for…
202216897 Housing association
The Ombudsman found maladministration for the landlord's poor response to structural damage caused by a neighbour, including failure to arrange emergency rehousing and unreasonable delays. Reasonable redress was found…
202210611 Housing association
The landlord was found to have maladministration for taking around 7 months to complete a boiler repair, failing to track the repair or communicate with the resident, and inappropriately blaming the resident for the…
202124265 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's report that she could not access her communal garden (16-month delay to change a lock), service failure in its handling of an overgrown…
202222583 Housing association
The Ombudsman found maladministration in the landlord's handling of major repairs, damp and mould, and a resident's decant, service failure over electricity billing concerns and complaint handling, but no…
202214118 Housing association
Service failure for soundproofing response (failure to assess support needs); maladministration for ASB response (over 2-year delay to install barrier, no risk assessment); service failure for staff conduct (repeated…
202300330 Housing association
The resident, an assured tenant living in a fifth-floor flat without a lift, asked to be rehoused on medical grounds. The Ombudsman found reasonable redress in both the landlord's handling of the rehousing request…
202215374 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of bamboo encroaching from a neighbouring property. The landlord acted reasonably by speaking to the neighbour and was not obliged to pay…
202234093 Housing association
The Ombudsman found the landlord's handling of the resident's request for a higher medical banding outside jurisdiction (paragraph 42(c)), maladministration in its complaint handling, and service failure in its record…
202223934 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a resident's decant into temporary accommodation and its handling of related repairs to leaks, damp and mould, plus maladministration in its…
202304938 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to downsize, as refusing a mutual exchange was within its policies (though it encouraged a policy review). It found…
202321300 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (failure to follow its Hate Crime and ASB policies, failure to keep the resident informed, and failure to complete risk…
202226388 Housing association
The Ombudsman found the landlord's offers of £150 and £650 compensation amounted to reasonable redress for its handling of flea infestation reports and its complaint handling.
202220619 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the same issues regarding the landlord's handling of requests for maintenance reports and complaint handling had already been decided in a…
202209277 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent accounts (poor communication, failure to inform about charges for holding keys, failure to act on information), maladministration…
202209178 Housing association
The Ombudsman found reasonable redress for delays in bathroom repairs (landlord offered £450 compensation), no maladministration for the back door replacement, and service failures for the driveway repair delay, poor…
202216824 Housing association
The Ombudsman found that the landlord's offers of redress (£300 for bamboo delays, £50 for a missed appointment, £150 for hedge handling failures) resolved the complaint about the neighbour dispute. However, there was…
202207765 Housing association
The landlord forced entry to the resident's home on 14 July 2022 to complete a gas safety check, despite the resident having arranged an appointment for that day. Communication failures and poor record-keeping meant the…
202207942 Housing association
The Ombudsman found that the landlord failed to identify and rectify repair issues at the start of the tenancy, and its stage 1 complaint handling was poor (cancelling work orders instead of resolving the dispute).…
202207126 Housing association
The Ombudsman found service failure in the landlord's administration of the resident's tenancy (failure to correctly handle the change when the ex-partner moved out, causing UC issues), maladministration in the customer…
202232175 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from a leaseholder property and of damp and mould, ordering £850 compensation plus a damp inspection. The landlord's…
202128489 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a roof leak (taking over 157 working days to complete roof works), its failure to address damp and mould damage for nearly 3 years, and its…
202114107 Housing association
The Ombudsman found maladministration for the landlord's response to ASB reports (failing to investigate a serious incident where a glass object was thrown) and for complaint handling (a 7-month delay and failure to…
202212877 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's rehousing request, as the landlord acknowledged communication failings and offered £100 compensation. However, there was service…
202210109 Housing association
The Ombudsman found maladministration for the landlord's handling of repeated leaks from the flat above, including failure to monitor damp and mould and leaving the resident without kitchen lighting for over 2 months.…
202212509 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about staff conduct or communal cleaning, but found maladministration in the landlord's handling of the associated complaint due to failures…
202205908 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request for a bathroom refurbishment, as the landlord acknowledged its failings in communication and record-keeping, offered…
202204929 Housing association
The Ombudsman found maladministration in the landlord's handling of a boiler repair (leaving the resident without heating for a month, poor communication, and a 6-month delay fixing an incorrectly installed flue), its…
202200342 Housing association
The Ombudsman found reasonable redress in the landlord's handling of noise nuisance reports and its complaint handling. The landlord acknowledged delays and poor communication, offering £150 for the noise handling…
202123955 Housing association
The landlord was found to have maladministration for significant delays in completing remedial repairs following a leak from a neighbouring property, taking over 2 years with multiple missed appointments, poor…
202208235 Housing association
The Ombudsman found no maladministration in the landlord's response to concerns about information provided when the residents purchased their shared-ownership leasehold property. The complaint about the reasonableness…
202104507 Housing association
The Ombudsman found maladministration in the landlord's handling of scaffolding removal (17-month delay), fire safety (1-year delay replacing an unsafe fire door), flooding (failure to attend or remedy repeated foul…
202215646 Housing association
The Ombudsman found severe maladministration for the landlord's response to leaks, damp and mould over more than three years, with repeated delays, conflicting diagnoses, failure to recognise the resident's mental…
202214122 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the property's condition on move-in and its refusal to do further work. However, there was service failure in the…
202205548 Housing association
The Ombudsman found service failure for the landlord's handling of the new home introduction visit and defects inspection (due to inadequate notice and failure to arrange a home induction), maladministration for the…
202204160 Housing association
The Ombudsman found service failure in the landlord's administration of the resident's rent and service charge account (incorrect direct debit setup, delayed rent notification, poor arrears management) and…
202128533 Housing association
The Ombudsman found maladministration by Peabody Trust for its handling of a resident's reports about antisocial behaviour (failing to undertake a risk assessment, not following up on diary sheets, and not taking a…
202126795 Housing association
The Ombudsman found severe maladministration by Peabody Trust for handling reports of leaks, damp and mould, and for complaint handling. The landlord delayed a specialist survey by 7 months, left the bathroom without…
202208808 Housing association
The Ombudsman found maladministration for the landlord's failure to respond to the resident's reports about communal maintenance and housing management services (intercom, fob access, cleaning, neighbour issues), and…
202111453 Housing association
The Ombudsman found maladministration in the landlord's complaint handling due to significant delays at both stage 1 and stage 2, and service failure in its response to the resident's reports of disturbance from…
202114311 Housing association
The Ombudsman found maladministration in the landlord's handling of disputed service charges (delays, record-keeping errors, poor communication), its handling of fire safety concerns (significant delays in actioning…
202015707 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a vulnerable resident's decant and remedial repairs following a leak, including failing to explore suitable decant options when the resident…
202215552 Housing association
The Ombudsman found maladministration by Peabody Trust in its handling of a shared owner's reports of antisocial behaviour and fly tipping, its complaint handling and response to concerns about staff conduct, and its…
202315457 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's adaptation requests, as it relied on a signed disclaimer, failed to consider the feasibility of the OT-recommended adaptations or its…
202214787 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of defects (external walls, damp, garden) as the landlord acknowledged failures, apologised, and offered £2,000 compensation. However, service…
202214079 Housing association
The Ombudsman found maladministration in the landlord's management of vehicle obstruction to an access road caused by nursery users, due to considerable delays and poor communication. Maladministration was also found in…
202224605 Housing association
The Ombudsman found maladministration in the landlord's handling of a long-running rodent infestation, ordering £1,000 compensation and a risk assessment; the landlord's complaint handling was found to have offered…
202205160 Housing association
The Ombudsman found service failure by Peabody Trust in its handling of gas servicing appointments and complaint handling. The landlord failed to explain its gas safety policy clearly, inappropriately brought forward an…
201907372 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, including failing to follow its ASB policy, closing the case prematurely, and not properly assessing…
202218532 Housing association
The Ombudsman found no maladministration in the landlord's handling of rat reports (pest control was prompt), reasonable redress for the delayed loft repairs and insulation renewal (the landlord accepted failings,…
202203174 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about rent levels or its handling of his request to buy back his shared ownership property. However, there was…
202215699 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about the resident's alleged antisocial behaviour, as it acted in line with its policy and procedures. However, there was service failure in…
202208366 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's service charge queries, as it provided detailed explanations. However, the landlord's complaint handling was significantly delayed (6…
202206937 Housing association
The Ombudsman determined that the complaint was outside its jurisdiction because the resident had the opportunity to raise all the issues (property condition, damp and mould, ASB handling, repairs, and alleged…
202114635 Housing association
The Ombudsman found that the landlord's offer of £300 compensation (£200 for time/trouble/inconvenience regarding bedbug treatments and £100 for poor complaint handling) constituted reasonable redress for both complaint…
202102403 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to secure its own access to the communal plant room, due to poor communication, lack of urgency, and failure to offer…
202223341 Housing association
The Ombudsman found severe maladministration in the landlord's response to a vulnerable resident's report of no water supply, which left his property uninhabitable for over 12 months despite its own contractor…
202217713 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address a roof leak reported from 2018, with years of inaction due to poor internal coordination and failure to follow legal advice on gaining…
202210638 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (inflexible, delayed, ineffective), its handling of counter-allegations against the resident (accusatory letter calling…
202111103 Housing association
Maladministration for uncoordinated repairs (identified Mar 2021, incomplete over a year later, missed appointments, poor communication) and for complaint handling (158-day stage 2 delay, failure to register complaint).…
202127669 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's rent account (heavy-handed application for direct benefit payments without proper communication, failing to follow its own policies or…
202121899 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (internal door handles remained unresolved for over 2 years), its complaint handling (significant delays and poor communication),…
202200954 Housing association
The Ombudsman found reasonable redress in all three complaint heads: the landlord's handling of a shared owner's request for documents about an extension, its handling of the request for remedial works, and its…
202224901 Housing association
The Ombudsman found maladministration in the landlord's handling of mice infestation reports and complaint handling, service failure in its knowledge and information management, and ruled the damp and mould element…
202106461 Housing association
Maladministration for ASB handling: landlord failed to investigate threats/hate speech, relied on diary sheets, closed case prematurely, delayed multi-agency response. Maladministration for complaint handling: stage 1…
202013606 Housing association
The landlord was found to have service failure for its handling of planned bollard installation and related parking issues, due to repeatedly changing decisions without clear reasoning and poor communication.…
202120467 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, for failing to consider mediation or issue diary sheets for noise nuisance in May 2021, and inadequate record-keeping. No…
202208163 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's grounds maintenance query, including a 518-working-day delay inspecting a dangerous communal path, failure to provide correct service…
202122409 Housing association
The Ombudsman found maladministration in all four complaint heads: repairs (bathroom floor delayed over 4 months, pest issue not followed up, windows not investigated); handling of vulnerabilities (unsympathetic…
202120741 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about fibre optic internet installation, as the landlord had no lease obligation to provide it, was engaging with providers,…
202117274 Housing association
The Ombudsman found maladministration by Peabody Trust for its handling of repair requests (slug infestation and boiler repair) and for its communication and complaint handling, where responses were delayed and the…
202118747 Housing association
The Ombudsman found maladministration by Peabody Trust for its handling of a resident's reports of damp and mould over several years, and for its complaint handling. The landlord failed to identify the root cause of the…
202117348 Housing association
The Ombudsman found maladministration in the landlord's handling of a succession application after the tenant's death, due to significant delays (over 12 months), poor communication, lack of empathy, and failure to…
202108894 Housing association
The Ombudsman found maladministration for the condition of the property when let (outstanding repairs, lack of wash hand basin, heating/hot water issues not identified before letting, poor record-keeping); no…
202212355 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of damp and mould repairs, which were delayed due to the complexity of roof works and contractor issues. The landlord acknowledged its…
202120342 Housing association
The landlord was found to have maladministration for its response to damp and mould (failing to correctly identify the cause, delaying repairs from August 2021 to January 2023, and apportioning blame to the resident),…
202215468 Housing association
The Ombudsman found that the landlord's offer of £1,050 compensation satisfactorily resolved complaints about its handling of a leak affecting the resident's flat and its complaint handling delays. The landlord…
202215428 Housing association
The Ombudsman found that the landlord's offer of £1,050 compensation satisfactorily resolved the complaint about its handling of a leak causing damp and mould, and its complaint handling. The landlord had initial…
202202917 Housing association
The landlord was found to have maladministration for failing to take adequate steps to address persistent antisocial behaviour (including noise, drug paraphernalia, unauthorised access) and for failing to complete…
202200114 Housing association
Maladministration for delays responding to noise nuisance from cladding works, failing to explore mitigations for a vulnerable resident. No maladministration regarding cold/energy bills. Reasonable redress for complaint…
202200039 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated lift and communal lighting repairs over more than a year, which significantly impacted a vulnerable family with a wheelchair user.…
202202042 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and noise nuisance. The landlord failed to investigate ongoing reports that noise was deliberate, did…
202117790 Housing association
The Ombudsman found service failure in the landlord's response to noise concerns (insufficient investigation) and in complaint handling (delays, failure to address all points, missed learning opportunity). No…
202113483 Housing association
Maladministration was found in the landlord's response to the resident's request for rent information, as after initial detailed replies it failed to address further questions or explain matters more clearly, with…
202100517 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a leak, where delays were caused by access issues but the landlord's offer of £150 and £500 goodwill was proportionate. No maladministration was…
202214584 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£2,350 total) for its failures in handling cyclical kitchen and bathroom works, including poor communication, lack of decant support, and…
202203833 Housing association
The Ombudsman found service failure by Peabody Trust in its response to a boiler repair request, because it closed repair orders without exhausting all methods of communication (specifically email, the resident's…
202127601 Housing association
The landlord was found to have service failure for not adequately handling the resident's concerns about bright external lighting affecting her sleep. It failed to inspect the property, did not assess mitigating…
202201042 Housing association
The Ombudsman found maladministration in the landlord's response to repairs following a flood (five-month delay, failure to inspect the cylinder promptly, delayed dehumidifier, incorrect advice about skirting boards),…
202116900 Housing association
The Ombudsman found severe maladministration by Peabody Trust for failing to investigate a recurring concealed leak from at least 2018 (despite being put on notice) until January 2022, causing extensive damp, mould, and…
202201791 Housing association
The landlord was found to have severe maladministration for taking over two years to complete roof repairs and insulation, causing repeated leaks, damp and mould, and significant distress to a household with a disabled…
202115548 Housing association
Maladministration for failing to investigate noise transference reports over several years, missing an opportunity to install soundproofing, and dismissing concerns without understanding the impact on the resident's…
202204607 Housing association
Maladministration for the landlord's handling of damp and mould reports. The landlord failed to investigate thoroughly, kept poor records, and placed undue onus on the resident. Ordered to apologise, inspect the…
202201395 Housing association
The Ombudsman found severe maladministration for the landlord's failure to progress urgent adaptations (including a wheelchair lift) for a severely disabled child over several years, with poor communication, lack of…
202122368 Housing association
The Ombudsman found no maladministration in the landlord's handling of a £100 compensation payment ordered in a previous determination. The landlord followed its policy and consulted the Ombudsman when the resident did…
202011460 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's fire safety concerns and requests for information, and no maladministration in complaint handling. However, maladministration was…
202007657 Housing association
The Ombudsman found maladministration by Peabody Trust for taking over two and a half years (904 days) to complete repairs following a water leak in May 2019, leaving the resident unable to use their kitchen and living…
202106338 Housing association
The Ombudsman found maladministration by Peabody Trust (formerly Catalyst Housing) for its handling of a resident's reports of antisocial behaviour and subsequent rehousing request, its complaint handling, and its…
202202191 Housing association
The Ombudsman found no maladministration in the landlord's decision not to investigate historic damp and mould from 2015, as the resident had not raised a formal complaint at the time and the landlord's six-month policy…
202005714 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a leak from a communal water tank (poor communication and delay, but £400 compensation offered was adequate), and maladministration for the…
201900088 Housing association
The Ombudsman found service failure in the landlord's handling of noise from a ball cage (failure to confirm lock-up times), maladministration in its handling of ASB reports (failure to offer support per policy) and…
202104206 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it acted in line with policy by requesting evidence, speaking to the neighbour, offering mediation and involving the Police.…
202125077 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to change her tenancy type or in its handling of anti-social behaviour reports, as the landlord took proportionate action and…
202015259 Housing association
The Ombudsman found maladministration by Peabody Trust for the unreasonable delay in completing roof repairs and keeping scaffolding erected outside the resident's property, and service failure in complaint handling due…
202104592 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports due to failure to respond within policy timeframes and delays in agreed actions. Service failure was found for the insurance team's delay…
202208114 Housing association
The Ombudsman found service failure by Peabody Trust in its response to a resident's concerns about her family's safety (generic, not trauma-informed) and in its handling of her rehousing request (failure to explore…
201903951 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its handling of ASB allegations. The landlord acted appropriately in investigating reports and sending a proportionate warning…
202118841 Housing association
The Ombudsman found severe maladministration by Peabody Trust for taking nearly 21 months to resolve the resident's intermittent hot water supply issues, including missed appointments, incorrect parts, and wrongly…
202128172 Housing association
The Ombudsman found that the landlord provided reasonable redress for both the condition of the windows and its complaint handling. The landlord acknowledged delays and communication errors, replaced the windows and…
202203299 Housing association
The landlord was found to have severe maladministration for its handling of reports of leaks and associated repairs, taking over two years to resolve leaks that affected all rooms of the property, failing to consider…
202107763 Housing association
The Ombudsman found maladministration in the landlord's handling of cladding replacement works, which stalled for over two years with poor communication, and severe maladministration in its handling of the associated…
202108030 Housing association
The Ombudsman found maladministration for the landlord's response to multiple disrepair issues including delays to toilet, bathroom, ceiling, and boiler repairs, poor communication, and failure to investigate.…
202208403 Housing association
The Ombudsman found no maladministration by Peabody Trust (formerly Catalyst Housing Limited) in its handling of a resident's reports of damp and mould. The landlord responded appropriately when contacted in May 2022,…
202112245 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a window reported in February 2020 but not completed until December 2021, including failure to clear building debris for over three months.…
202127764 Housing association
The Ombudsman found reasonable redress for both complaint heads. The landlord's initial pest response was appropriate but it failed to act promptly after environmental health found rats and issued a section 4 notice,…
202123937 Housing association
The landlord was found to have maladministration for taking 55 days to provide leaseholder with superior landlord details under section 22 of the Landlord and Tenant Act 1985, failing to respond appropriately to the…
202128179 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's medical transfer request, as it followed its rehousing policy and eventually upgraded his priority. However, the landlord's complaint…
202120260 Housing association
The Ombudsman found no maladministration in the landlord's response about damage to a carpet caused by a boiler leak, as the landlord reasonably concluded it was not liable. However, there was reasonable redress for the…
202128473 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's decant (after a floor collapse) and for its complaint handling, but maladministration for its handling of repairs where only temporary…
202200081 Housing association
The landlord was found to have maladministration for poor communication and administration of rent and service charges, including failing to notify the resident of increases, providing contradictory information, and not…
202202611 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about a phone call, because it failed to respond to the representative's initial enquiries. Service failure was also found in…
202115463 Housing association
The Ombudsman found no maladministration in the landlord's handling of legionella testing and service charge matters, but found reasonable redress for communication failures about the fire alarm system and for complaint…
202103988 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for reimbursement following a leak, as it reasonably directed her to its liability insurer and applied its policies…
202104086 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's dissatisfaction with the time taken to address structural cracks caused by subsidence. The landlord appropriately referred the matter…
202013563 Housing association
The Ombudsman found severe maladministration for the landlord's handling of the resident's reports of anti-social behaviour and noise nuisance, and maladministration for its complaint handling. The landlord failed to…
201902535 Housing association
The Ombudsman found that the landlord's handling of the resident's window replacement complaint was reasonable in substance, relying on surveyor opinions that windows could be repaired rather than replaced. However, the…
202210669 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of a gas leak and her concerns about its cause. The landlord responded promptly to the emergency, and its investigation into…
202101617 Housing association
The Ombudsman found service failure regarding the landlord's response to the condition of the property when let, due to unreasonable delays in completing repairs (including balcony works taking over a year). However,…
202120748 Housing association
The Ombudsman found reasonable redress for service failures in the landlord's response to damp and mould reports and its complaint handling. The landlord acknowledged delays, offered financial compensation totalling…
202120604 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of information requests about contractor reports (the landlord apologised and offered £30), no maladministration for its handling of neighbour report…
202114643 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports and leak repairs, but found reasonable redress for complaint handling delays where the landlord acknowledged service failure and offered…
202205611 Housing association
The Ombudsman found service failure by Peabody Trust regarding its response to a resident's request for replacement bedroom flooring. The landlord gave incorrect information, failed to properly investigate its repair…
202123676 Housing association
The Ombudsman found service failure in the level of compensation offered by Peabody Trust (formerly Catalyst Housing) after a resident was without heating and hot water for five weeks, and maladministration in the…
202201602 Housing association
The Ombudsman found no maladministration in the landlord's response to nesting pigeons, as the resident was responsible for her own property under the shared-ownership lease. However, there was service failure in…
202203065 Housing association
The Ombudsman found reasonable redress for both complaint heads. The landlord delayed responding to pest proofing works and failed to record the resident's contact preferences, but offered £100 compensation. It…
202208073 Housing association
The landlord was found to have service failure for not notifying the resident before erecting scaffolding outside her property, and for poor complaint handling including a delay in acknowledging the complaint and…
202102479 Housing association
The Ombudsman found maladministration by Peabody Trust for delays and failures in responding to a blocked toilet, insect infestation, and kitchen ceiling leak, and for poor complaint handling. Service failure was found…
202113293 Housing association
The Ombudsman found service failure by Peabody Trust in its handling of a resident's property transfer due to subsidence (poor record-keeping of offers and delays in addressing repairs at a proposed property) and in its…
202117911 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident is a freeholder and no landlord/tenant relationship existed, making them ineligible under paragraph 25(a) of the Scheme.
201910758 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident about the heating system and removal of a solar panel, as the landlord reasonably offered assistance, an alternative thermostat, and…
202119308 Housing association
The Ombudsman determined that the complaint about the landlord's handling of a parking fine dispute was outside its jurisdiction because the matter had already been subject to legal proceedings resulting in a county…
202016983 Housing association
The Ombudsman found maladministration for the landlord's delayed response to a leak report that led to a ceiling collapse, and service failure for its complaint handling. The landlord was ordered to pay £325 in…
202119360 Housing association
The Ombudsman found that the landlord's handling of noise nuisance reports constituted reasonable redress. The landlord investigated appropriately through interviews, diary sheets, and offers of sound recording…
202112807 Housing association
The Ombudsman found no maladministration in how the landlord handled noise nuisance from a nearby scrapyard or the sale of the property, but found service failure in the landlord's complaint handling due to a…
202009028 Housing association
The Ombudsman found service failure by Peabody Trust in its response to a resident's request for a breakdown of 2018/19 service charges, as it failed to eventually provide the information and its communication fell…
202016218 Housing association
The Ombudsman found service failure in the landlord's handling of a gas safety check — while capping the supply was reasonable given access issues, the landlord failed to proactively work with the resident for 3.5…
202106252 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of a resident's noise nuisance reports. The landlord reviewed diary sheets, wrote to neighbours, and advised the resident to gather further…
202006194 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak from the conservatory roof (three-week delay) and in its complaint handling and compensation claim handling. Severe maladministration was found…
202111521 Housing association
The Ombudsman found service failure in the landlord's handling of a trellis installation, as it repeatedly missed agreed timescales and failed to communicate delays, causing the resident distress and inconvenience. The…
202107901 Housing association
The landlord took 129 days to complete roof repairs (exceeding its 60-day policy) but offered £300 compensation for stress and inconvenience, which the Ombudsman found to be reasonable redress. The landlord's handling…
202006277 Housing association
The landlord delayed completing bathroom repairs from September 2018 to May 2019, including losing oversight of the initial surveyor inspection. However, it offered £1,121.76 compensation (£400 for time/trouble and…
202113952 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of the resident's reports of noise nuisance from neighbours. The landlord took reasonable and proportionate steps including installing sound…
202003977 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of the resident's reports of noise nuisance and antisocial behaviour. The landlord followed its ASB policy, opened a case, investigated, and…
202103149 Housing association
The Ombudsman found service failure by Peabody Trust in its handling of repairs to a leak (taking 71 days) and in its complaint handling (delayed stage one response), but determined that the landlord's offers of £160…
202120337 Housing association
The Ombudsman found service failure for the landlord's response to repairs and contractor damage, as it failed to confirm outstanding works and a completion date despite offering fair compensation. The complaint…
202009689 Housing association
The Ombudsman found service failure in the landlord's response to ASB (failing to follow through on actions after a second report), service failure in the delay repairing the communal door (5 months), no…
201703374 Housing association
The Ombudsman found no maladministration by the current landlord (Peabody Trust) regarding its response to the resident's historic complaint about a period without hot water and remedial works. While the previous…
202013965 Housing association
The Ombudsman found reasonable redress regarding the landlord's response to a leaseholder's request to install an air conditioning unit. While the landlord's final decision to refuse was reasonable and in line with the…
202108866 Housing association
The Ombudsman found no maladministration by Peabody Trust in its response to a resident's reports of excessive heat caused by a faulty radiator. The landlord attended within 24 hours, turned off the radiators, arranged…
202108708 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident did not raise a formal complaint with the landlord within six months of being asked to remove concrete from the communal garden,…
202102946 Housing association
The Ombudsman found service failure by Peabody Trust for its response to the resident's reports about estate inspections (delays, poor communication, no redress offered) and about an unauthorised structure on a…
202102181 Housing association
The landlord capped the resident's gas meter after multiple failed attempts to access the property for a gas safety check. While the decision to cap was reasonable, the landlord failed to check its records for known…
202001565 Housing association
The landlord was found to have maladministration for failing to repair or replace the leaseholder's windows over at least eight years, causing significant distress and inconvenience. The complaint handling was…
202002546 Housing association
The Ombudsman found the landlord offered reasonable redress for its delays and failures responding to a leak that took around 11 months to resolve, awarding £1,948.20 compensation. However, there was maladministration…
202121739 Housing association
The landlord agreed to pay £500 compensation and issue an apology to resolve the resident's complaint about the handling of a boiler replacement and six months without hot water, following Ombudsman-mediated settlement.
202014635 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to the resident's reports about leaks and blockages. While the landlord attended to repairs in a timely manner, there were failings including…
202013016 Housing association
The Ombudsman found that the landlord offered reasonable redress for its poor complaint handling. The landlord failed to identify a duplicate complaint about major works costs, causing a four-month delay and confusion.…
201908122 Housing association
The Ombudsman determined that the complaint about information provided regarding parking restrictions was outside its jurisdiction, as the complaint was not brought to the landlord within a reasonable period and was not…
202006782 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£800) for delays in handling the sale of a shared ownership property, including delays instructing the surveyor, approving the valuation, issuing…
202107980 Housing association
The Ombudsman found service failure by Peabody Trust regarding how it handled the resident's reports of antisocial behaviour and counter-allegations. While the landlord's overall ASB investigation was reasonable, it…
201901683 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of anti-social behaviour (noise nuisance). While the landlord took reasonable steps to investigate the noise, it failed to…
202108961 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of the resident's report of damaged laminate flooring following water ingress. The landlord acted in line with its policies, signposted the…
202105170 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's concerns about grounds maintenance and cleaning. The landlord acknowledged failings (poor lawn condition, missed…
202005448 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to relocate communal bin storage. The landlord had considered the request, erected a gate, and explained the lack of…
202009261 Housing association
The landlord was found to have a service failure for failing to progress adaptation works (installation of a downstairs toilet) from March 2021, causing delays and distress. However, its complaint handling, though…
202100509 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise nuisance reports, as it responded appropriately to each report in line with its policies. However, there was service failure in the landlord's…
202102170 Housing association
The Ombudsman found that the landlord offered reasonable redress for acknowledged service failures regarding protracted roof repairs and communication issues, awarding £2,330.56 compensation. There was no…
202104313 Housing association
The Ombudsman found reasonable redress in relation to the landlord's response to fly-tipping reports and the resident's request to remove bulky waste service charges, as the landlord took reasonable steps including…
202002013 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports (lack of records) and handling of a re-housing request (delays and inadequate communication), and maladministration in complaint handling…
202108578 Housing association
The Ombudsman found no maladministration in how the landlord handled the resident's reports of antisocial behaviour, as it took reasonable steps including CCTV installation, police liaison, and issuing a formal warning.…
202007888 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£646 compensation) for its handling of a burst water pipe, including delays in completing repairs and complaint handling. The landlord attended…
202105141 Housing association
The Ombudsman found service failure by Peabody Trust regarding its handling of repairs to the resident's balcony door. The landlord delayed ordering replacement handles after an initial visit in March 2020, failed to…
202101975 Housing association
The landlord was found to have maladministration for its handling of repairs following a water leak that caused damp, mould and a fly infestation. There were significant delays, poor record-keeping, and the resident was…
202101739 Housing association
The Ombudsman found that the landlord provided reasonable redress in response to the resident's report of damage to her kitchen worktop by its contractor. While the landlord could not conclusively determine the cause,…
202102931 Housing association
The landlord acknowledged delays in repairing the front door lock and in complaint handling, initially offering £400 compensation. Following Ombudsman intervention, the landlord agreed to increase this to £550, which…
202015202 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of a resident's reports of noise nuisance from a neighbour. The landlord took reasonable and proportionate steps including opening an ASB case,…
202014607 Housing association
The Ombudsman found reasonable redress for the landlord's service failure in responding to leaks from October 2019, noting delays and poor communication but accepting the £500 compensation offered. No maladministration…
202007321 Housing association
The Ombudsman found no maladministration in how the landlord handled the resident's ASB and noise nuisance reports, as it followed its policy and took appropriate action. It also found no maladministration regarding the…
202106695 Housing association
The Ombudsman found service failure because the landlord's staff made personal and subjective comments about the resident and his complaint, and inadvertently shared them with him. The landlord's handling of the heating…
202011082 Housing association
The Ombudsman found that the landlord's offer of £100 compensation for poor communication regarding gutter repairs was reasonable redress, resolving the complaint about the leak. There was no maladministration regarding…
202016383 Housing association
Following Ombudsman intervention, the landlord agreed to reimburse the resident £497.44 for tiling works and to inspect and repair the bathroom u-bend, resolving the complaint about its handling of leak, damp, and…
202101023 Housing association
The Ombudsman found service failure by Peabody Trust for its passive handling of a water outage affecting shared-ownership residents. The landlord failed to communicate updates proactively, despite knowing residents…
202016801 Housing association
The Ombudsman found service failure by the landlord in cancelling and delaying repairs to a leak from a neighbour's balcony, and in failing to acknowledge the tenant's initial complaint. However, the landlord's offer of…
202015071 Housing association
The Ombudsman found that the landlord failed to respond within 24 hours to an emergency sewage leak report, leaving the resident to contain foul water for four days. However, the landlord subsequently completed the…
202006390 Housing association
The Ombudsman found reasonable redress by the landlord regarding both its response to repair reports and its complaint handling. The landlord had service failures including poor communication and delays, but took…
201905045 Housing association
Maladministration for roof leak response with 11-month delays and poor communication. Service failure for poor record keeping (no meeting minutes) and complaint handling (7-month stage one, 5-month stage two). No…
202102862 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of the resident's complaint about his housing transfer application. The landlord's responses were reasonable, it apologised for a one-month delay…
202002384 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of electromagnetic field (EMF) disturbance, as EMF assessment is not a service the landlord has responsibility or expertise for. However,…
202014401 Housing association
The Ombudsman found that the landlord made an error by providing incorrect building insurance details to the resident after a leak, but apologised, explained how it would avoid a repeat, and there was no evidence the…
202015287 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of antisocial behaviour (noise and odours) or in its complaint handling. The landlord took reasonable steps including speaking to the…
202009412 Housing association
The Ombudsman found service failure by Peabody Trust for its response to a resident's reports of noise nuisance from a neighbouring property. While the landlord inspected the flooring while the property was void, it…
202005661 Housing association
Following a fire and decant, the resident complained about the level of compensation offered for cleaning costs. Through Ombudsman intervention, the landlord agreed to pay an additional £125 for carpet cleaning, which…
202014675 Housing association
The landlord delayed resolving a water leak reported in March 2019, with repairs finally completed in July 2020. It acknowledged the delay, apologised, and offered £550 compensation. The Ombudsman found this offer of…
202003187 Housing association
The Ombudsman found no maladministration by Peabody Trust regarding its handling of a shared-ownership resident's complaint about advice and support given in relation to the sale of her property. The landlord responded…
202007534 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak from the flat above the resident, as the repair was completed within the policy timescale. However, the landlord provided reasonable redress…
202008304 Housing association
The Ombudsman found that the landlord made reasonable redress for service failures in handling a resident's request for a replacement key fob, including a three-week delay in allocating an officer and delays during the…
202014120 Housing association
The resident complained about the level of compensation offered by the landlord for its handling of a leak. Following Ombudsman intervention, the landlord agreed to pay an additional £600 for carpet replacement and…
201907854 Housing association
The Ombudsman found maladministration for the landlord's failure to repair the resident's ceiling and roof over an extended period, with poor communication. No maladministration was found regarding heating compensation…
201910038 Housing association
The Ombudsman found service failure in the landlord's handling of defective windows and its complaint handling. The landlord took over a year to properly inspect the windows, passed the resident between departments, and…
202008926 Housing association
The Ombudsman found reasonable redress for the landlord's response to a leaking roof (a latent defect accepted by NHBC) because the landlord offered £300 compensation and committed to chasing the permanent repair.…
202010415 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of water rate charges and parking restrictions, as the tenancy agreement did not include parking or water rates in the service charge. However,…
202007447 Housing association
The Ombudsman found that the landlord offered reasonable redress for its poor handling of the resident's compensation request, including communication failures and delay, by offering £350 compensation and staff…
202005275 Housing association
The Ombudsman found no maladministration by Peabody Trust in its handling of the resident's reports of anti-social behaviour (noise nuisance from an upstairs neighbour). The landlord took reasonable steps to…
202007451 Housing association
The Ombudsman found no maladministration by Peabody Trust in its decision not to carry out additional repairs or replace the frame of a bike shed door, as it reasonably relied on contractor reports that the door was…
202001588 Housing association
The Ombudsman found that the landlord failed to adequately chase the builder during the initial leak investigation, did not provide proactive support to the resident during the long repair process, and gave poor advice…
201904945 Housing association
The Ombudsman found that the landlord made reasonable redress for its failures in handling a bathroom renovation that was not completed following a 2015 stock condition survey, and for its poor complaint handling. The…
202004640 Housing association
The Ombudsman found no maladministration by Peabody Trust 2018 regarding its response to a shared leaseholder's requests for repairs to scratches on her door, oven, and balcony. The landlord appropriately investigated,…
202002510 Housing association
The Ombudsman determined that the complaint about the terms of a new tenancy agreement offered by Peabody Trust was outside its jurisdiction, as the resident sought an outcome (requiring the landlord to amend the…
201909073 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress for service failures in its handling of a maggot and fly infestation at the resident's building following the discovery of a decomposing body in a…
202002309 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it followed its policy, gathered evidence, worked with police, and arranged a priority move. However, there was a service failure in…
202001840 Housing association
The Ombudsman determined that the complaint about the level of tenancy support from the support provider was outside its jurisdiction, as the support provision is a standalone agreement separate from the tenancy with…
202000513 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of the resident's reports of anti-social behaviour. The landlord took reasonable and proactive steps but was limited by lack of evidence. It…
201913961 Housing association
The Ombudsman found maladministration by Peabody Trust in its handling of a resident's claim for compensation for possessions damaged by roof leaks. The landlord delayed responding to the insurance claim for five…
202007376 Housing association
The Ombudsman determined that the complaint about the landlord's handling of a heating disrepair issue was outside its jurisdiction because legal proceedings had been initiated by the resident on the same matter, in…
201914735 Housing association
The Ombudsman found reasonable redress regarding the landlord's decision not to install a pram shed (the landlord was entitled to rescind the offer and offered fair compensation). Service failure was found for the…
202004754 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident brought it to the Service more than 12 months after the landlord's final response, exceeding the time limit under paragraph 39(d)…
201912025 Housing association
The Ombudsman found no maladministration in the landlord's response to reports about building access and communal area hazards, but identified service failures in complaint handling due to delays. The landlord's offer…
202015275 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or its response to the resident's concern about not being warned of ASB before his tenancy. However, there was service failure in the…
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