Southwark Council

Service failure was found in the landlord's handling of the resident's reports of damp and mould because the inspection was completed 7 working days beyond its repair timescale and no risk assessment was carried out to…

Maladministration was found in the landlord's handling of reports of a communal waste stack leak, which took 13 months to repair, significantly outside its policy timeframe, and in its complaint handling, where the…

Maladministration was found in the landlord's response to a leak affecting the resident's electrics, due to failures to monitor the TMO's repair performance under the RTM, record keeping failures, and unreasonable…

The Ombudsman found reasonable redress in the landlord's response to reports of a draughty front door (which it ultimately replaced), service failure in its unclear response to the bathroom and kitchen renewal request…

The landlord took around 7 months to resolve a leak and associated repairs, exceeding its target timescales, but its total offer of £1,190 compensation was found to be reasonable redress. The landlord's complaint…

The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak (delayed repair, missed policy timescales, poor communication) and in its complaint handling (delayed stage 1 and stage…

Maladministration was found in the landlord's handling of the resident's pest control reports and associated repairs, and in its complaint handling. The landlord failed to complete identified proofing works,…

The Ombudsman found service failure in the landlord's handling of repairs to the resident's staircase, which were not completed within policy timeframes, and service failure in its complaint handling due to delays and…

The complaint about the landlord's handling of a request to pay decorating costs for temporary accommodation was found to be outside the Housing Ombudsman's jurisdiction, as it concerns the condition or suitability of…

The Ombudsman found reasonable redress for how the landlord responded to the resident's loss of heating and hot water, and for its complaint handling. The landlord accepted delays, offered £338 compensation in excess of…

There was maladministration in the landlord's handling of reports of a faulty communal door, which it failed to make secure within its repair policy timeframe. There was service failure in the landlord's removal of…

The Ombudsman found maladministration in the time taken to install a new fire door due to unreasonable delays and poor communication, ordering an additional £210 compensation. It found no maladministration in the…

Maladministration was found in the landlord's response to the resident's request for a repair to a loose front door handle, which took 121 working days to complete (101 days over target), and in its handling of the…

The Ombudsman found service failure in how the landlord dealt with outstanding repairs following a pre-action protocol claim (it lacked records and revisited without an appointment), reasonable redress for its…

The Ombudsman found maladministration in the landlord's response to the resident's request for replacement windows, due to poor record keeping and failure to provide evidence supporting its decision that the windows…

The Ombudsman found maladministration in the landlord's handling of repairs to the gutter, roof and overflow pipe, due to prolonged delays, failure to carry out interim works during the section 20 consultation, poor…

The complaint about the landlord's handling of hot water pressure was not investigated because the Ombudsman had already issued a determination on the same complaint under a prior reference, placing it outside…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries (electricity cost discrepancy and pothole repairs) due to significant delays, and maladministration in its…

Service failure was found in the landlord's handling of a leak from a rainwater pipe, which took approximately one year to repair despite a 20 working day policy timeframe, and in its associated complaint handling,…

The Ombudsman found maladministration in the landlord's handling of front door repairs due to unreasonable delays, failure to monitor contractor handling, and insufficient redress, with the door only replaced more than…

The Ombudsman found maladministration in the landlord's response to roof repairs, which were delayed around 121 working days beyond target with poor record-keeping, communication and failure to consider the resident's…

Maladministration for the landlord's response to a vulnerable resident's ongoing leak, damp and mould, leaving them without bedroom lighting for almost two years with significant delays and poor communication.…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance from the flat above, because it took over 5 months to complete a risk assessment required within 3 working…

The landlord took approximately 3 years to replace a resident's front door that was damaged in January 2022, leaving the resident with only temporary padlock and bolt measures that left him feeling unsafe. The Ombudsman…

The Ombudsman found reasonable redress in the landlord's response to the resident's reports of overgrown plants, damp and mould, as the landlord cut back the plants, apologised and offered £300 compensation. However,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the bathroom and subsequent repairs, and service failure in its response to repairs to the external doors and…

The Ombudsman found maladministration, no maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: Damp, mould and associated…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating and window repairs, and service failure in its complaint handling. The landlord failed to resolve the heating…

The Ombudsman found service failure, no maladministration, severe maladministration, mediation settlement, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of cigarette…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks causing damp and mould. We have also looked at…

The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould. Response to the resident’s concern…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a loss of heating and hot water. Complaint handling.…

The complaint about the landlord's handling of repairs to the garden wall was found to be outside of the Ombudsman's jurisdiction because the resident had already referred the matter to the local authority's arbitration…

The Ombudsman found no maladministration, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a foul odour in the property. We…

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

The Ombudsman found maladministration, reasonable redress, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of leaks and repairs in the property. We have also…

The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak. Requests for repairs to the internal…

The Ombudsman found severe maladministration, maladministration, mediation settlement, reasonable redress in the landlord’s handling of The landlord’s response to damp and mould reports and the associated repairs. We…

The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of The landlord’s response to the loss of secondary water supply. The associated complaint handling. Our…

The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks. We have also considered the landlord’s…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of ;Decision Case ID 202334637 Decision type Investigation Landlord Southwark Council Landlord type Local Authority Occupancy…

The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about her heating. Complaint. Our decision…

The Ombudsman found maladministration in the landlord's handling of roof repairs and complaint handling. The landlord failed to complete a full roof inspection, left issues including a 'box gutter' unresolved, had…

The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration in the landlord’s handling of : The landlord’s handling of a pest infestation. Staff conduct. The landlord’s handling…

The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of: The resident’s reports of damp and mould. Window repairs. Complaint handling.…

The Ombudsman found maladministration, severe maladministration, mediation settlement in the landlord’s handling of `Decision Case ID 202308062 Decision type Investigation Landlord Southwark Council Landlord type Local…

The Ombudsman found reasonable redress in the landlord's handling of an external leak, subsequent damp and mould, and the associated complaint. The landlord acknowledged delays, apologised and offered compensation (£100…

The Ombudsman found maladministration, mediation settlement, severe maladministration in the landlord’s handling of We found that the landlord had not set out extensions in a timely way and had not updated the resident…

The Ombudsman found service failure, maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: Replacing her front door.…

The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the remedial works following a leak into the…

The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance and ASB (delayed risk assessment, no action plan) and in its response to the rehousing request (misinformation…

The Ombudsman found maladministration in the landlord's handling of noise nuisance, because it failed to conduct a risk assessment early in line with its ASB policy, did not evidence exploring wider options such as…

The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of issues with water pressure and bathing facilities. We…

The Ombudsman found reasonable redress, service failure, maladministration, outside jurisdiction, mediation settlement in the landlord’s handling of Our decision (determination) The landlord’s handling of the resident’s…

The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about damp, cold and ventilation. We have also considered…

The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of : The landlord’s handling of a leak effecting another tenant’s property. How the landlord responded to the…

The Ombudsman found maladministration in the landlord's handling of repeated leaks from the property above, which it failed to investigate holistically or resolve at root cause, including an unreasonable 17-day delay in…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a water leak.. Total compensation ordered: £310.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of the loss of heating and hot water. We have also investigated the landlord’s complaint handling..

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of the loss of heating and hot water..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: A leak from above. The formal complaint..

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs. The level of compensation offered by the landlord. The Ombudsman will also consider the landlord’s complaint…

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of loss of heating and hot water. We have also considered the landlord’s complaint handling.. Total…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak and the associated damage. We have also considered the landlord’s handling of the resident’s…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns about a major works programme. Response to some related welfare issues, including…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about service charges for major works..

The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould (18-month roof leak delay, 6-month ground floor leak delay, failure to consider vulnerabilities) and in its handling of window…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling..

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of window issues. The associated complaint.. Total compensation ordered:…

The Ombudsman found maladministration in the landlord's response to the resident's reports of foxes causing noise nuisance, due to a 7-month delay in removing building materials and failure to consider specialist…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s claims of a conflict of interest in regard to a Fire Risk Assessment for his building.…

The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Her reported concerns about anti-social behaviour. Her reported concerns…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The resident’s housing application..

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the resident’s report of a leak causing damp and mould at the property. We have also considered the landlord’s complaint handling..…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for a service charge repayment plan..

The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the leaseholder’s report of a leak. We have also investigated the landlord’s handling of the…

The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord's response to his request for compensation for the loss of communal heating and hot water..

The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports (delays, reliance on the resident to clean mould, dismissive communication, and failure to consider a vulnerable child's…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s requests for compensation for the period when her home had no heating or hot water. The…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of a leak from a flat above and the resulting damage to his kitchen ceiling and sink. associated…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of reoccurring damp and mould in the property. The associated complaint.. Total…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a leak from the flat above. The Ombudsman has also considered the landlord’s complaint handling..…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s housing transfer request. the resident’s reports of damp, mould and associated repairs. the associated…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of sewage smells inside and outside the property. The associated complaint..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) Complaint.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of hot water loss. We have also considered the landlord’s complaint handling..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks into his property from the balcony..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of reports of anti-social behaviour (ASB) after matters had been to court in August 2021. The Ombudsman has…

The Ombudsman found service failure in the landlord's handling of a leaking drainpipe and subsequent damp and mould damage to the bedroom wall, due to significant delays in completing repairs. It also found…

The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: His liability insurance claim. A roof leak, damp and mould. Heating and…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould, and their proposed move to temporary accommodation..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of reports of damp and mould at the property. Response to reports of a damaged internal door. Handling of issues with the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a roof leak and subsequent damp and mould. Associated complaint..

The Ombudsman found maladministration in the landlord’s handling of The landlord’s response to the resident’s complaint about the presence of asbestos in her property.. Total compensation ordered: £400.

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of a broken tile.. Total compensation ordered: £135.

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp, mould, and various other repair issues. The Ombudsman has also considered the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.. Total compensation ordered: £100.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling..

The Ombudsman found service failure in the landlord’s handling of the level of compensation paid by the landlord for: Delays in resolving blockages to the resident’s toilet. Delays in its response to the resident’s…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: On going damp and mould in the property. Dangerous flooring in the property..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of communal door repairs between July 2022 and March 2023. Response to the resident’s enquiries about communal redecoration.…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about a data breach..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about hot water outages in the property..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports that his neighbour’s home business was causing noise nuisance. The Ombudsman has also assessed the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. The Ombudsman has also considered the landlord’s…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about communal cleaning and grounds maintenance of the block, including a…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: handling of reports of leaks, damp and mould and associated repairs. complaint handling.. Total compensation ordered:…

The Ombudsman found no maladministration in the landlord's handling of the resident's requests for a second succession of the tenancy, its handling of reports that the garden was for the resident's sole use, or its…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: reimbursement payments to the resident for running costs associated with its dehumidifier. a damp and mould survey at the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of major works and associated repairs..

The Ombudsman found no maladministration, maladministration, service failure, reasonable redress in the landlord’s handling of the landlord's response to the resident’s concerns about: The suitability and qualifications…

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of contaminated water at the property. Complaint handling.. Total compensation ordered: £1590.

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the residents reports of: An incident in May 2020 in which her son had fallen out of a window.…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about: The council’s allocations process. Inappropriate staff conduct. Noise…

The Ombudsman found service failure in the landlord’s handling of the landlord’s complaint handling..

The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Requests to remove a parcel box. A leak and associated repairs. The resident’s complaint.. Total…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a leak from the toilet. Concerns about staff conduct.. Total compensation…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Request for alternative accommodation. Associated Complaint.. Total…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a water leak from the property’s loft. Handling of repairs to the property’s windows. Response…

The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s response to the resident’s request: For noise monitoring equipment to be installed. To be referred to a…

The Ombudsman found maladministration in the landlord’s handling of : the impact of black mould on the resident’s health. the landlord’s handling of: reports of leaks, damp and mould at the property. the complaint..…

The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Boiler repairs and replacement. Stack pipe repairs. The Ombudsman has also investigated the…

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s dissatisfaction about its proposal to install a condensing boiler. The Ombudsman has also…

The Ombudsman found maladministration in the landlord's handling of repairs to communal drains. The landlord responded reactively to repeated sewage back-flow incidents rather than investigating the underlying cause,…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to: the resident’s reports of repairs in the property. the resident’s request for adaptations to be made to the property..

The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The resident’s rehousing application. The Ombudsman has…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a leak, and associated repairs. The landlord’s handling of the resident’s complaint.. Total…

The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Response to the resident's concerns relating to the communal heating system. Complaint handling..

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise transfer from the cold-water tank room. The landlord’s handling of the resident’s…

The Ombudsman found maladministration, reasonable redress, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Report of a faulty…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling..…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Reports of damp and mould at the property. The associated complaint.. Total compensation ordered: £400.

The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of faulty windows. The associated complaint handling.. Total compensation ordered:…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: responsive repairs following leaks to her property. subsequent complaint.. Total compensation ordered: £740.

The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the leaseholder's: Reports of water ingress and associated damage to her property. Complaint..

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of domestic abuse (DA). The ending of the resident’s tenancy. The…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a persistent leak into the resident’s property. This Service has also investigated the landlord’s complaint handling..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of: Reports of leaks and the associated repairs. The complaint.. Total compensation ordered: £260.

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak into the property and subsequent damp and mould. Associated formal…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of leaks. This Service has also considered the landlord’s complaint handling.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs to a waste pipe. the complaint.. Total compensation ordered: £600.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s: Concerns about its maintenance of drains. Request for compensation. Communication with the resident during…

The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s report of water coming up from the toilet and the bath. The…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Delays with occupational therapy assessments and adult social care. The adaptation to the kitchen…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the living room door frame. The Ombudsman has considered the landlord’s complaint handling.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of how the landlord handled: The resident’s request for ventilation at her property. The resident’s reports of a leak in her property.…

The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of reports of noise nuisance. The associated complaint handling..

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s shower and toilet. Replacing the resident’s front door. The resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of a leak in the resident’s bathroom and the subsequent damage caused. The landlord’s complaint handling..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp, and cold air transference from a neighbouring property; Complaint. This report will also…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB).. Total compensation ordered: £250.

The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of a contaminated water supply. This Service has also considered…

The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s response following a fire to the property’s fuse box. This report has also considered the landlord’s complaints…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of a water leak into the property. The Ombudsman will also investigate the landlord’s handling of the…

The Ombudsman found service failure, maladministration in the landlord’s handling of : The resident’s reports of leaks into the property and the subsequent damage and loss of earnings. The landlord’s complaint…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident's reports of radiator issues on the ground floor of the property. The Ombudsman has also…

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of ongoing leaks, and subsequent damage in the property. The residents decant. The Ombudsman…

The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s response to:. Total compensation ordered: £500.

The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of disrepair reported by the resident. The landlord’s handing of a request to move property following the collapse of the…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of a leak and request for compensation. The landlord’s handling of the resident’s report of no…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repair works, including the resident’s concerns about scaffolding and damage to paving slabs. The resident’s complaint..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s fire exit door. The resident’s request for anti-climb paint to be installed on…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s repair and subsequent compensation offered by the landlord. The Ombudsman assessed the landlord’s handling of…

The Ombudsman found mediation settlement, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to his reports of anti-social behaviour (ASB) and a neighbour’s reports…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of property adaptations. The Ombudsman has also decided to investigate the landlord’s complaint…

The Ombudsman found maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould. Handling of associated remedial works,…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of repair works following burst pipes and flooding. The landlord’s handling of the resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s report of leaks from a neighbouring property. The Ombudsman has also considered the landlord’s complaint…

The Ombudsman found severe maladministration in the landlord’s handling of the landlord's handling of reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Rehousing application. Reports of anti social behaviour (ASB). Formal complaint.. Total…

The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) between 2015 and 2020. The landlord’s handling of the resident’s…

The Ombudsman found service failure in the landlord’s handling of the landlord's handling of reports of antisocial behaviour (ASB) about a neighbour, and its response to counter reports received about the resident. The…

The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of missing window keys. Complaint handling..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of disrepair issues causing pest infestations including rats, mice and tropical ants. Reports of…

The Ombudsman found no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s various concerns around service charges; Complaint handling..…

The Ombudsman found maladministration, mediation settlement in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about fire safety due to a hoarded property.. Total compensation ordered: £850.

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour and harassment. Handling of the resident’s request…

The Ombudsman found service failure, maladministration in the landlord’s handling of : How the landlord handled ongoing repairs to the residents door entry system between the dates September 2020 to July 2021. How the…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage..

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the resident’s request for support. The landlord’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's reports of noisy pipework..

The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks from upstairs…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of adaptations to the resident’s kitchen and reports of damage caused during the work. The landlord’s handling of the…

The Ombudsman found maladministration in the landlord’s handling of The resident complained about the landlord’s handling of her complaint about kitchen and bathroom upgrades.. Total compensation ordered: £800.

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould in the bathroom caused by a reoccurring leak from the…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reports of antisocial behaviour, and; response to reports regarding staff conduct..

The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s rent account. The landlord’s response to the resident’s concerns about the…

The Ombudsman found service failure in the landlord’s handling of The complaint concerns: How the landlord responded to the resident’s reports of a burst pipe in the building’s pump room. The associated formal complaint…

The Ombudsman found maladministration in the landlord’s handling of the response to the resident’s request to install a toilet upstairs in her property..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about the condition of the property following void works.. Total compensation ordered: £600.

The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: Reports of a back surge into the resident’s kitchen sink from the outside drain.…

The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about: The landlord’s response to reports of drainage problems. The landlord’s investigation of recurring heating…

The Ombudsman found maladministration, mediation settlement, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about faulty heating caused by an ongoing…

The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord's response to the resident's reports about the CCTV his neighbour installed in the communal area..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of leaks into her property from the property above. Complaint handling.. Total compensation ordered:…

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord's decision to refuse the resident’s request for his daughter to be added to the tenancy agreement..

The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s request for the wording in a fire risk assessment to be changed. The landlord’s…

The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of repairs to the resident’s walls. The landlord’s response to the resident’s reports of damp and mould. The landlord’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a pigeon pest control issue. The associated complaint.. Total compensation ordered: £250.

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about bedbugs in the property..

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for a copy of the final service charge account bill including complete…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damages and costs following a water leak in her property. The associated record keeping and…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The planned kitchen and bathroom replacement in the resident’s property. Repairs to the resident’s windows…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of heating issues within the resident’s property, and the subsequent compensation offered..

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to reports of leaks into the property. The landlord’s handling of the associated complaint.. Total compensation ordered: £650.

The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s decision to decline the resident’s mutual exchange application, on the basis that he was responsible for vandalising his…

The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property.…

The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of loss of heating to her home. The Ombudsman has also assessed the…

The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s concerns about the service provided by his Homeownership Officer (HO). The landlord’s handling of the…

The Ombudsman found severe maladministration, maladministration in the landlord’s handling of This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s reports of leaks,…

The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of a theft and security issues in her building. The landlord’s response to the resident’s concerns…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports of a loss of heating and hot water, and related missed appointments. complaints…

The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202202296 Southwark Council 1 November 2022 Our approach The Housing Ombudsman’s approach to investigating and…

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of required repairs and remedial works at the property, following a leak from the property above. The…

The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of outstanding mould and window repairs within his property, and the level of compensation offered…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp in 2021. The Ombudsman has also considered the landlord’s complaints handling.. Total…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs to her front and back doors. The formal complaint.. Total compensation ordered: £550.

The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of repairs to the electrics and its impact on the resident’s ability to work;…

The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports concerning damp and mould. The related complaint.. Total compensation ordered: £300.

The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s: Handling of the resident’s reports of ASB (noise nuisance) by her…

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s housing application. A pest infestation in the resident’s property. The resident’s…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould in her property and in the basement below it. Complaint handling.. Total…

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's: Handling of the resident’s reports of no heating or hot water in the property between 1 January 2021 and 14 January…

The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s noise nuisance reports. Related complaint…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of an overheating problem with the communal heating system.. Total compensation ordered: £100.

The Ombudsman found severe maladministration, maladministration, reasonable redress, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of issues of water ingress to…

The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to be transferred. The complaint is about the landlord’s handling of the resident’s reports of…

The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the residents’ reports of an electrical fault in the…

The Ombudsman found no maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports of damaged flooring in her bathroom and hallway; the…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of faulty internal doors in his property.. Total compensation ordered: £350.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A tenancy panel hearing and the resident’s concern that he had been placed on an introductory tenancy rather than a secure…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the roof.. Total compensation ordered: £50.

The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs and the resident’s insurance claims for costs and damages to their property and contents following a leak..

The Ombudsman found maladministration in the landlord’s handling of This complaint is about the level of redress the landlord awarded in respect of multiple delays and failures while handling plumbing repairs at the…

The Ombudsman found service failure in the landlord’s handling of This complaint is about: The landlord’s decision not to carry out previously agreed repairs to paintwork in the block’s communal areas on cost grounds;…

The Ombudsman found maladministration in the landlord’s handling of a pest infestation at the leaseholder’s property..

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s report of a leak. The subsequent complaint.. Total compensation ordered: £100.

The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s decision not to install a hand basin in the bathroom of the property.. Total compensation ordered:…

The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of This complaint is about: The landlord’s handling of the resident’s reports of two roof…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of inadequate cleaning to the communal parts of the building.. Total compensation ordered: £150.

The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (“ASB”) by her neighbour..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s response to reports of:.

The Ombudsman found no maladministration in the landlord’s handling of The resident complains about the landlord’s handling of his reports about the conduct of a member of staff..

The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202017575 Southwark Council 25 January 2022 Our approach The Housing Ombudsman’s approach to…

The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s request for a transfer under medical grounds.…

The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns with reports of noise nuisance emanating from her property..…

The Ombudsman found no maladministration in the landlord’s handling of The complaint is regarding the landlord’s decision to remove a fence erected by the resident..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord following a water leak into the resident’s property..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s response to a leak from the property above..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the resident’s dissatisfaction with a phone call made by the landlord’s rent team..

The Ombudsman found maladministration in the landlord’s handling of The complaint relates to the landlord’s decision to ask the resident to pay for heating and hot water costs and the level of those costs..

The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports regarding her upstairs neighbour installing a doorbell camera…

The Ombudsman found no maladministration in the landlord’s handling of The resident complains about: damage to the property caused by work in 2017. the landlord’s movement of funds on his service charge accounts. the…

The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202016004 Southwark Council 16 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints…

The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water…

The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s response to ongoing mould and damp issues at the property.. Total compensation ordered: £150.

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: The temperature at the property and the need for replacement heaters. Its…

The Ombudsman found service failure in the landlord’s handling of : the landlord’s handling of the resident’s reports about the landlord’s staff. the landlord’s handling of the resident’s complaint.. Total compensation…

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the assessment of the resident’s housing needs..

The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports concerning:. Total compensation ordered: £1650.

The Ombudsman found maladministration in the landlord’s handling of the resident’s liability for rent arrears..

The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s: reports of loud noise from the water pipework. reports of a leak…

The Ombudsman found service failure in the landlord’s handling of The complaint is regarding: The landlord’s response to the resident’s reports of damage caused to his kitchen ceiling and its handling of the repair to…

The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of no heating or hot water in the property between September 2019 and December…

The Ombudsman found maladministration in the landlord’s handling of The handling of the resident’s request for compensation for damage to their possessions The handling of the resident’s application for housing…

The Ombudsman found mediation settlement, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The…

The Ombudsman found service failure, maladministration in the landlord’s handling of The resident has complained about the landlord’s handling of asbestos in her home.. Total compensation ordered: £200.

The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s decision not to reimburse the resident for money he spent on private accommodation while works to the property were being carried…

The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building..

The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living…

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of the repairs required to her bathroom.. Total compensation ordered: £700.

The Ombudsman found mediation settlement in the landlord’s handling of damage to plants and loss of use of the resident’s front garden during district heating works..

The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s stairs..

The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB)..

The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for information regarding an incident that occurred in 2016 at his building..

The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s report of a water leak in his property..

The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s response to the resident’s reports of repairs required to the kitchen window in his property the landlord’s…

The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s kitchen. Complaint handling..

The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202009109 Southwark Council 29 April 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints…

The Ombudsman found mediation settlement, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of a faulty window. The landlord’s response to the resident’s reports of water…

The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to reports of a water leak into the resident’s property. The landlord’s refusal to provide the…

The Ombudsman found maladministration in the landlord’s handling of The resident has complained that the landlord has allocated a service charge refund to outstanding invoices that they have repeatedly disputed.. Total…

The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of The complaint refers to the landlord’s handling of: The outstanding major works to the resident’s kitchen. The…

The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request to have a television aerial socket installed in her property.. Total compensation ordered: £150.

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks from the water tanks and the damage caused to the building façade. The complaint.. Total…

The Ombudsman found mediation settlement in the landlord’s handling of The resident complained about the landlord’s response to an ant infestation in the property..

The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s heating system..

The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to: reports of a loss of heating and hot water the alleged conduct of an operative repeated reports of a…

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s requests for repairs to a wall in her garden.. Total compensation ordered: £175.

The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of a backflow surge of water into the property and its response to the complaint.. Total compensation ordered: £150.

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of antisocial behaviour..

The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to concerns raised by the resident about major works, in particular: The amount of service charge. The…

The Ombudsman found maladministration in the landlord’s handling of the increase to the service charge for major works following a section 20 consultation process..

The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202007170 Southwark Council 13 January 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is…

The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of The resident complained about the landlord’s response to his: reports of a gas leak at the property on 8…

The Ombudsman found mediation settlement, service failure in the landlord’s handling of how the landlord: Responded to reports of anti social behaviour (ASB) Handled an emergency rehousing request.

The Ombudsman found service failure, no maladministration in the landlord’s handling of : the state of disrepair of the kitchen window; the information the landlord provided to the resident during bidding and at the…

The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaints are about: landlord staff capping the gas meter at the property during a gas safety check. the landlord’s response…