Tower Hamlets Homes

The Ombudsman found maladministration in the landlord's handling of the replacement of the resident's windows after 22 August 2022, including failing to consider interim or urgent repairs, telling the resident no works…

The complaint concerned the landlord's handling of noise from a shower unit and damage to walls caused by contractors. The Ombudsman determined it could not investigate because the same matters were the subject of live…

The Ombudsman found service failure in the landlord's handling of a resident's compensation request for a heating outage (Oct 2022–Mar 2023), as it failed to adequately investigate or clarify its position. Service…

The Ombudsman found maladministration in the landlord's handling of the resident's noise disturbance reports, the resident's reports of leaks, and the associated complaint. The landlord failed to work in partnership…

The landlord attended and repaired a leak from the property above within its 20-working-day responsive repairs timescale and reasonably advised the leaseholder to claim on its insurer, though it caused brief confusion…

The Ombudsman found service failure in the landlord's handling of a leak affecting the resident's flat and in its handling of the associated complaint. The repair timescale itself was reasonable, but the landlord failed…

The Ombudsman found maladministration in the landlord's handling of repairs to the exterior of the resident's block and the extended presence of scaffolding that reduced natural light, due to repeated failures to…

The Ombudsman found maladministration in the landlord's handling of a roof leak, pigeon infestation and dispute over scaffolding access, and in its complaint handling, after a 10-month delay caused by a rigid reliance…

The Ombudsman found maladministration in the landlord's response to a roof leak and outstanding repairs, maladministration in its record keeping, and service failure in its complaint handling. The landlord took 121…

The Ombudsman found maladministration in the landlord's handling of a roof leak that caused damp and mould, given significant delay in resolving the leak (including asbestos and pipe-related complications) and failure…

The Ombudsman found maladministration in the landlord's handling of a leak and subsequent mould and in its complaint handling, ordering £700 compensation and process reviews; the resident's medical application was ruled…

The Ombudsman found maladministration in the landlord's handling of repairs to the resident's wet room due to poor communication, missed appointments, and failure to complete repairs in a timely manner.…

The Ombudsman found maladministration in the landlord's handling of a communal boiler breakdown, citing repeated failed repair attempts, poor record keeping, lack of temporary heating, and no lessons learned despite the…

The Ombudsman found no maladministration in the landlord's response to concerns about the condition of the walls when the property was let, but maladministration in its handling of repairs to accommodate a washing…

The Ombudsman found maladministration in the landlord's response to a leaseholder's reports of recurring leaks, damp, mould and associated repairs, involving repeated repair delays far beyond its responsive repairs…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about scaffolding that remained in place for around four years, and in its complaint handling and knowledge and information…

The Ombudsman found maladministration in the landlord's handling of a resident's reports of anti-social behaviour and hate crime from a neighbour, and in its complaint handling, ordering an apology, £800 compensation,…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ongoing water ingress — it failed to properly investigate, follow its complex leaks and repairs policies, keep the resident…

The complaint concerned the landlord's handling of a reported blocked sink and resulting damage. The contractor failed to leave a temporary fix, causing a leak, but the landlord acknowledged its failing, apologised,…

The landlord failed to repair a roof leak and complete associated internal decorations in line with its repairs policy, taking 69 weeks, and did not adequately consider the household's reported vulnerabilities or…

The Ombudsman found maladministration in the landlord's handling of an obstruction to the resident's parking bay (a container was left in the licensed bay for 4 weeks) and in its complaint handling, which featured…

The Ombudsman found maladministration in the landlord's response to the resident's request to repair his front door (including a failure to allocate emergency priority and a series of delays and errors leaving the…

The Ombudsman found service failure in the landlord's handling of a leaseholder's concerns about repairs to an internal stop valve. The landlord failed to communicate the location of the external stop valve to the…

The Ombudsman found maladministration where window repairs took over 11 months, with poor contractor management, communication failures, and no consideration of household vulnerabilities or cold-related financial…

The Ombudsman found reasonable redress in the landlord's response to the resident's reports of water leaks from the property above between June and August 2022. The landlord appropriately treated three separate leak…

The Ombudsman found maladministration in the landlord's handling of major works to renew the district heating system and install smart meters, due to 7 years of delays and failed promises. No maladministration was found…

A tenant management organisation delayed responding to reports of wall and ceiling damage during a Right to Buy application, and staff were discourteous on the phone and reneged on a repair offer after she complained.…

The Ombudsman found maladministration in the landlord's handling of repairs to internal air vents, which took around 5 months to complete due to numerous missed appointments and delays. The landlord was ordered to pay…

The Ombudsman found service failure in the landlord's handling of the resident's fire safety concerns and EWS1 form, due to poor communication, unrealistic timescales, and failure to keep the resident updated. Service…

The Ombudsman found no maladministration regarding the condition of the property when the resident moved in, and no maladministration regarding the landlord's response to the resident's request for costs incurred.…

The Ombudsman found maladministration in the landlord's handling of repairs following a leak, ordering £300 compensation, while finding no maladministration in its handling of the formal complaint.

The Ombudsman found maladministration by Tower Hamlets Homes for failing to consider the layout of the resident's home when granting permission for a neighbour's alterations, leading to noise transference issues, and…

The Ombudsman found service failure by Tower Hamlets Homes in its response to a leaseholder's concerns about service charge calculations. The landlord acknowledged errors and agreed a refund, but failed to address all…

The Ombudsman found maladministration by Tower Hamlets Homes in its handling of a hot water outage at a leaseholder's property. The landlord took 3 months and 7 visits to resolve the issue, gave misleading repair…

The Ombudsman found reasonable redress for the landlord's handling of poor customer service reports, service failure in its complaint handling, and found the extractor fan repair complaint outside its jurisdiction,…

The Ombudsman found service failure by Tower Hamlets Homes for poor communication and failure to complete repairs to the centralised extractor fan control system. The landlord was ordered to pay £150 compensation and…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from the neighbour above. The landlord took reasonable steps including fitting carpet, contacting the…

The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould (11-month delay in addressing mould, failure to act on cold bridging) and to reports of leaks (40-week delay,…

The Ombudsman found the landlord's handling of the water tank leak repairs was reasonable given their complexity, but its £50 offer for poor communication about the leak's progress amounted to reasonable redress.

The landlord was found to have maladministration for its handling of a leak from a neighbouring property and the resulting damp and mould, and for its complaint handling. The landlord failed to take proactive steps to…

The Ombudsman found maladministration in the landlord's handling of communal repairs including health and safety concerns, and service failure in its handling of a window overhaul survey and its complaint handling. The…

The Ombudsman found service failure in the landlord's handling of warm air unit removal due to poor communication about appointments, and maladministration in its complaint handling for failing to respond to the…

The landlord was found to have maladministration for its handling of window repairs, taking 16 months to complete works with missed appointments and poor communication, and the resident vacated before repairs were…

The landlord failed to notify the resident before turning off the water supply for planned works, leaving the resident without water for 2-6 hours. The landlord acknowledged its mistake, apologised, and explained the…

The Ombudsman found maladministration in the landlord's handling of repairs following reports of blocked guttering and water leaking into a leaseholder's property. There were significant delays from July 2021 to June…

The Ombudsman found maladministration by Tower Hamlets Homes in its handling of repairs to the resident's immersion heater and response to reports of being without heating and hot water. The landlord missed…

The landlord offered reasonable redress for its handling of water ingress reports, having responded within its repair timescales and offered £80 compensation for communication issues. However, there was service failure…

No maladministration for CCTV handling; maladministration for ASB handling (policy not followed, over-reliance on police) and complaint handling (delays, poor records, poor communication). Landlord ordered to apologise…

The landlord was found to have maladministration for misdiagnosing the cause of damp and mould in a leaseholder's property, initially blaming condensation despite an independent survey identifying external defects, with…

The Ombudsman found no maladministration in the landlord's handling of repairs to a communal waste pipe (attended same day and cleared the blockage) or in its decision to decline compensation. However, there was service…

The Ombudsman found that the landlord offered reasonable redress for its failings in handling the resident's window replacement request, including delays in repairs, poor communication, and providing incorrect…

The Ombudsman found service failure in the landlord's response to the resident's reports of anti-social behaviour and noise, due to delays, poor communication, and failure to clearly distinguish between ASB and noise…

The landlord's automated gas safety appointment system sent confusing letters and a legal threat to the resident after he had already rebooked the appointment, causing distress. The landlord also made several errors in…

The landlord was found to have maladministration for its handling of repairs to the resident's kitchen patio doors and windows. There were significant delays (over a year for windows), poor communication, multiple…

The landlord was found to have maladministration for its handling of the resident's heating and hot water repairs, with repeated unsuccessful appointments, delays in providing temporary heaters, and failure to consider…

The Ombudsman found no maladministration by the landlord regarding its management of gas safety issues from the boiler. The landlord had carried out annual gas safety checks for many years without identifying a safety…

The Ombudsman found maladministration by Tower Hamlets Homes for its handling of repairs to a communal door entry/intercom system. The repairs were first reported in October 2021 and remained outstanding nearly a year…

The Ombudsman found service failure in the landlord's handling of a leak affecting the resident's property. The landlord delayed roof repairs (identified December 2021, completed March 2022), failed to communicate…

The landlord was found to have service failure in how it handled the loss of cold water supply and heating to the resident's property. While it took appropriate emergency action, its communication was poor, causing the…

The landlord delayed repairing the resident's heating over the Christmas period and failed to offer temporary heaters, but its offer of £180 compensation was found to be reasonable redress. However, the landlord was…

The landlord was found to have maladministration for its handling of delayed heating repairs. Administrative errors caused a three-month delay replacing a pump, the landlord failed to offer temporary heating promptly,…

The Ombudsman determined the complaint was outside its jurisdiction because it concerns the level of service charges and whether the landlord complied with statutory consultation obligations under the Landlord Tenant…

The Ombudsman found no maladministration by Tower Hamlets Homes in its response to the resident's request for a front door replacement and compensation. The landlord acted reasonably by offering a fire-retardant timber…

The Ombudsman found maladministration by Tower Hamlets Homes for its poor response to a resident's report of loss of heating in the lounge of his one-bedroom flat. The landlord delayed the repair from November 2021 to…

The Ombudsman found that the landlord offered reasonable redress (£254 compensation) for its handling of the resident's reports of no heating and hot water. While the repair delay was due to parts needing to be ordered…

The Ombudsman found service failure by Tower Hamlets Homes for how it handled repairs to the living room radiator valve, including a three-month delay and failure to inform the resident of a cancelled work order. The…

The landlord was found to have maladministration for taking 56 working days beyond its target to resolve a toilet noise issue, including a failed appointment due to a poorly specified work order. Service failure was…

The landlord offered reasonable redress for service failures in handling an emergency hot water repair (incorrectly logged, causing a 5-day delay) and for poor staff conduct during a phone call. The Ombudsman found the…

The Ombudsman found that the landlord provided reasonable redress for its acknowledged service failures in responding to a leak and bathroom repair. The landlord offered £40 compensation (£30 for trouble and upset, £10…

The Ombudsman resolved the complaint about estate maintenance through early resolution, with the landlord agreeing to discuss the resident's concerns and provide a written action plan. The case was determined as…

The Ombudsman found service failure in the landlord's handling of ASB allegations made against the resident, as it failed to communicate the outcome of the investigation. Maladministration was found in the landlord's…

The Ombudsman found that the landlord made a reasonable offer of redress (£130 compensation, apology, and steps to improve contractor communication) for delays and poor communication in repairing the resident's bedroom…

The Ombudsman found no maladministration in the landlord's handling of a leaking radiator repair and the associated complaint. The leak was made safe within repair timeframes, and delays to follow-on decorative works…

The Ombudsman found no maladministration regarding the landlord's handling of security grilles and glass panel issues during a front door replacement programme, but found service failure for not adequately responding to…

The Ombudsman found reasonable redress: the landlord acknowledged failings in handling repairs to a roof leak (delays, poor communication, ineffective repairs) and offered £400 compensation, which was considered…

The Ombudsman found maladministration because the landlord failed to inform the resident that window replacement works would change the living room glazing from transparent to obscure glass, contrary to its own…

The Ombudsman found no maladministration regarding the landlord's response to flooding and disrepair, as it acted promptly and offered a £1000 goodwill gesture. However, there was service failure in complaint handling…

The Ombudsman found no maladministration in the landlord sending a final warning letter about a gas safety check during the pandemic, as it complied with policy and the legal obligation. The landlord made reasonable…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour, as it took reasonable steps including patrols, diary sheets and Police referrals. There was also no…