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 119 published decisions.
Wandle Housing Association Limited's maladministration rate (83%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202425010 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a windowsill, which it failed to complete within a reasonable timeframe, causing the resident to repeatedly chase updates and suffer…
202419604 Housing association
The landlord was found to have committed maladministration in its response to the resident's ASB reports (poor record keeping, failure to update the risk assessment, failure to share/update an action plan, delay in…
202507914 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB (failure to agree action plans, maintain communication, and carry out risk assessments) and in its response to her…
202423257 Housing association
The resident reported a leak that damaged floorboards; the landlord attended and repaired the leak the same day and booked follow-on floorboard replacement within its 28-day routine repairs target. The Ombudsman found…
202439761 Housing association
The complaint concerned the landlord's handling of numerous repairs (windows, damp and mould, roof/gutter/leaks, bath tap/socket/wet room door, kitchen sink waste pipe, wet room, cracks) and the associated complaint.…
202517573 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of a leak causing damp and mould and for damage to property and personal belongings, on the basis it pays the £1,066 compensation it offered.…
202216151 Housing association
There was no maladministration in the landlord's response to the resident's query about how it calculated the service charge increase, as it provided a reasonable explanation and offered a meeting. However, there was…
202337457 Housing association
The Ombudsman found the landlord's handling of the coving repair amounted to reasonable redress, as its £400 offer was fair and consistent with the Dispute Resolution Principles. However, it found service failure in the…
202430750 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the bathroom, which arose from the initial bathroom installation and took repeated visits and over 16 months to resolve, and…
202416073 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about outdoor lighting, but found a service failure in its handling of the uneven garden slab repair (a 261 working-day delay without…
202420851 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of reports about the condition of the communal bin area. It took reasonable and appropriate steps to clear and secure the area, but there were…
202451140 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of subsidence and a sloping floor, guttering repairs, and a damaged sink. It ordered the landlord to pay £200 compensation (£50…
202412010 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of mice in the property, including missed appointments, communication failures with contractors, and failure to respond to a…
202429613 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak and damage to a bedroom wall, which fell outside its 28-day repairs policy and remained unresolved for a lengthy…
202425702 Housing association
The landlord failed to follow its ASB policy, its responsive repairs policy, and gave incorrect information about management transfers, causing distress and delay. There was maladministration in its ASB response and…
202406206 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about a neighbour's dogs causing nuisance, due to significant record-keeping and vulnerability-assessment failures, and…
202413934 Housing association
The Ombudsman found maladministration in the landlord's handling of an electrical inspection test, because record-keeping failures meant it could not demonstrate it followed its 'No Access' policy or considered whether…
202405860 Housing association
The Ombudsman found no maladministration in the landlord's oversight of communal repairs, service failure in its response to concerns about communal cleaning, and that the landlord had offered reasonable redress (prior…
202347808 Housing association
The Ombudsman found maladministration in the landlord's handling of fence repairs (poor record keeping, unreasonable delay in making the fence safe, and failure to properly consider the resident's concerns about the…
202408624 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of leaks, damp and mould in the resident's conservatory, having failed to adhere to numerous aspects of its repairs and damp and mould…
202412505 Housing association
The Ombudsman found maladministration in the landlord's decision to repair rather than replace the resident's kitchen, due to inadequate records to support that decision, poor communication of it, failure to respond to…
202332295 Housing association
The Ombudsman found the complaint about the level of a fire-safety service charge outside jurisdiction under paragraph 42.d of the Scheme. It found service failure in the landlord's responses to the resident's service…
202227340 Housing association
The Ombudsman found maladministration in the landlord's prolonged and poorly coordinated handling of roof, guttering, brickwork and internal damp repairs, in its record keeping, and in its complaint handling over more…
202216072 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB and noise nuisance reports (failure to risk assess, agree action plans, act with empathy, or take ownership), severe maladministration in its…
202321753 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of damp and mould, and maladministration in its complaint handling and record keeping. The landlord failed to act on the causes of damp…
202310778 Housing association
Wandle Housing Association was found to have maladministered in its communications about a managed move, its handling of repairs, its response on the property's lettable standard, and its handling of a smart doorbell…
202230608 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's Right to Buy application, but found maladministration in its handling of the associated complaint for failing to escalate it. The…
202217253 Housing association
The Ombudsman found severe maladministration for the landlord's failure to repair an insecure balcony door over 14 months, leaving the property cold, insecure and subject to water ingress. Maladministration was also…
202304463 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reported repair to his hallway skirting board, which was linked to damp. The landlord repeatedly missed and failed to book timely…
202324441 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for compensation for the impact of a leaking hot water tap, and in the associated complaint. The landlord significantly exceeded…
202321331 Housing association
The Ombudsman found maladministration in the landlord's response to reports of leaks and outstanding communal repairs, and in its complaint handling, plus service failure in its record keeping. The landlord delayed…
202409246
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202409246 Wandle Housing Association Limited 13 January 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202329262 Housing association
The landlord severely delayed inspecting and responding to the leaseholder's reports of leaks (over two months), failed to attend emergency/urgent appointments, failed to communicate updates, and did not address…
202315557 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about service charges, pest control and another resident feeding pests, maladministration in its handling of her concerns about…
202329059 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's repeated reports of boiler faults (September to December 2022), as it failed to demonstrate it properly considered its heating…
202319561 Housing association
The Ombudsman found service failure in the landlord's handling of a leak (it failed to refer the matter to its liability insurer to determine liability) and service failure in its complaint handling (delays in…
202230003 Housing association
The Ombudsman found maladministration in the landlord's response to reports of outstanding communal repairs and its complaint handling, and service failure in its record keeping, ordering an apology and £400…
202327977 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports (failing to log or acknowledge them between June and November 2023), in reconnecting the resident's heating…
202301722 Housing association
The Ombudsman found maladministration in the landlord's response to reports of an outstanding repair to the communal TV aerial (a repair it was responsible for), which took nearly six months to complete and left the…
202311610 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the door entry system during and after a June 2023 power cut (it attended the same day, arranged contractors, ordered and fitted fail safe…
202329490 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's reports of water ingress through the balcony doors, including missed appointments without proper notice, delays beyond its repairs…
202313860 Housing association
The Ombudsman found maladministration in the landlord's handling of cleaning and repairs in the common areas, reports of ASB, the resident's request for service charge details, requests about electrical/gas/fire safety…
202346420 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould, having left the resident and her vulnerable children living with a potential category 1 hazard for 15 months amid…
202340778 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a sewage smell, issues with the heat interface unit and communal heating, the resident's associated billing queries, communal lighting…
202308288 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about its contractor's method and level of contact with the resident regarding a gas safety inspection, and service failure in its complaint…
202222581 Housing association
The Ombudsman found maladministration in the landlord's handling of heating, hot water and ventilation repairs and in complaint handling, and service failure over the property's condition at the start of the tenancy,…
202303065 Housing association
The Ombudsman found maladministration in the landlord's handling of a boiler repair — unreasonable delay, poor communication that forced the resident to repeatedly chase, misdiagnosis of the fault, and failures to…
202200010 Housing association
The Ombudsman found service failure by Wandle Housing Association in its handling of a resident's requests for a kitchen replacement and cavity wall insulation, due to poor communication, delays in responding, and…
202225738 Housing association
The landlord delayed and gave conflicting information regarding a domestic abuse survivor's request for a permanent housing move, and failed to properly log her complaint. The Ombudsman found service failure in both…
202217802 Housing association
The Ombudsman found maladministration by Wandle Housing Association for its handling of a resident's reports of mould in the communal hallway, due to significant delays, failure to follow its repairs policy, and poor…
202217208 Housing association
The Ombudsman found maladministration in the landlord's response to window replacement requests (delays from August 2021, multiple cancelled appointments, failure to assess damp/mould hazards), maladministration in…
202230626 Housing association
The landlord was found to have maladministration in its handling of repairs to the resident's property, including damp and mould, windows and doors, and the bathroom extractor fan. Repairs remained outstanding over a…
202224519 Housing association
The Ombudsman found maladministration in the landlord's handling of a prolonged heating and hot water repair affecting a vulnerable household, and in its complaint handling, ordering a total of £410 compensation.
202225953 Housing association
The Ombudsman found maladministration in the landlord's handling of fly tipping reports, which took 82 working days to clear against a 5-day policy target, with no proactive monitoring, and ordered £50 compensation.
202126023 Housing association
The Ombudsman found maladministration by Wandle Housing Association for a three-year delay in replacing draughty windows, failure to address other outstanding repairs (back door, rubbish removal, fence panels), and poor…
202212795 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (repairs took nearly 12 months, far exceeding the 28-day policy) and in its record keeping (failure to provide evidence of…
202206590 Housing association
The Ombudsman found severe maladministration for the landlord's handling of the resident's decant, which lasted 19 months for a one-month repair, with poor communication and no compensation offered. Maladministration…
202201471 Housing association
The Ombudsman found severe maladministration for the landlord's failure to engage with the resident's complaint from May to November 2022 despite Ombudsman involvement, and maladministration for incorrectly treating the…
202116243 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for an LGBTQ+ staff member as a point of contact, its handling of reports of verbal abuse, and its handling of reports of a rat…
202223139 Housing association
The Ombudsman found maladministration in the landlord's handling of radiator repairs, with underheating taking 128 working days to resolve due to poor diagnosis and communication, and no evidence it considered the…
202124591 Housing association
The Ombudsman found maladministration for the landlord's handling of the condition of the resident's new home (failure to re-inspect before a delayed mutual exchange sign-up) and for its refusal to carry out bathroom…
202009428 Housing association
The Ombudsman found service failure by Wandle Housing Association for failing to investigate the resident's concerns about a staff member's conduct, ordering an apology and £150 compensation. No maladministration was…
202223775 Housing association
The Ombudsman found maladministration in the landlord's response to reports of repairs to a communal front door and entry system, ordering £500 compensation and a specialist inspection.
202105513 Housing association
The Ombudsman found maladministration in the landlord's handling of window replacement works (incorrect measurements, multiple appointments, unrepaired damage) and severe maladministration in its response to a roof leak…
202211862 Housing association
The landlord was found to have maladministration for taking over a year to complete a shower repair, failing to keep the resident informed, and giving inconsistent messages. The Ombudsman ordered £600 compensation and…
202219681 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address damp, mould and structural cracks over several years, leaving the resident in poor living conditions despite known vulnerabilities.…
202124143 Housing association
The landlord was found to have maladministration for failing to resolve ongoing repair issues (leaks, blocked drains, noisy pipework) for over 21 months, and for poor complaint handling including delays, inadequate…
202207924 Housing association
The Ombudsman found service failure in the landlord's handling of a tenancy sign-up error where the wrong rent was stated in the tenancy agreement, and maladministration in the landlord's complaint handling due to…
202123253 Housing association
The landlord was found to have maladministration for failing to complete outstanding repairs (kitchen plinths, sewerage smell investigation, and a window-opening pole) within its 28-working-day policy, and for poor…
202124197 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak (May–Nov 2021) that caused mould, due to delays in completing internal repairs and failing to carry out a promised inspection.…
202214051 Housing association
The landlord was found to have maladministration for taking 202 days to complete a ceiling repair following a leak (against a 28-day target), missing an appointment without notice, and providing poor communication…
202011182 Housing association
The landlord delayed responding to the resident's new complaint about a further period without heating and hot water, but subsequently apologised and offered £230 compensation (£180 for loss of services and £50 for…
202200819 Housing association
The Ombudsman found maladministration for the landlord's handling of a prolonged mice infestation at the resident's property, where ineffective temporary measures and a failure to promptly identify and treat the source…
202200752 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports in the basement due to poor record-keeping and failure to properly investigate. No maladministration was found regarding…
202115070 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of discrimination, communication about an energy meter issue, or complaint handling. The landlord reasonably investigated the…
202125872 Housing association
The Ombudsman found severe maladministration for the landlord's failure to complete repairs to the heating, ventilation, and damp and mould issues over nearly two years, causing significant distress and inconvenience to…
202115617 Housing association
The Ombudsman found service failure in the landlord's handling of reports of mould, damp and a leaking toilet, as well as in its complaint handling. The landlord failed to resolve the toilet leak promptly, did not get…
202205585 Housing association
The Ombudsman found service failure because the landlord failed to complete agreed ceiling decoration works after a leak, causing the resident time and trouble. However, there was no maladministration regarding…
202100169 Housing association
The Ombudsman determined the complaint about damaged window shutters from March 2018 was outside its jurisdiction because the resident did not raise it with the landlord until September 2020, well beyond the 6-month…
202125476 Housing association
The landlord was found to have maladministration for its handling of kitchen repairs, including delays in addressing damp and condensation, a leak, mould, and kitchen unit repairs with multiple missed appointments. No…
202009248 Housing association
Reasonable redress for repairs (over 2-year delay but resident got desired resolution and accepted £250 offer); maladministration for complaint handling (delays, policy breaches, failure to signpost to Ombudsman).…
202201923 Housing association
Maladministration was found for poor record keeping, handling of a rodent infestation (excessive delays from July to November 2021), and complaint handling (late responses failing to address the resident's points). The…
202214608 Housing association
The Ombudsman found maladministration by Wandle Housing Association for its handling of a bedroom window repair. The landlord took 24 days to attend, closed the repair without raising follow-on works, ordered wrong…
202115736 Housing association
The landlord was found to have maladministration for its response to the resident's reports of bathroom repairs and for its complaint handling. The landlord incorrectly told the resident it would not carry out repairs…
202111722 Housing association
The Ombudsman found service failure in the landlord's response to noise nuisance reports due to delays, poor communication, and failure to investigate creaking issues, and maladministration in complaint handling due to…
202015753 Housing association
The Ombudsman found reasonable redress regarding the landlord's response to contractor misuse of communal parking and damage, as the landlord's stage two review and £1,000 compensation adequately addressed its failings.…
202205088 Housing association
The Ombudsman found no maladministration by Wandle Housing Association in its handling of a resident's request to pave her back garden to prevent pests from burrowing. The landlord's decision was in line with its policy…
202228991 Housing association
The Ombudsman found severe maladministration in the landlord's response to a recurring heating and hot water fault dating back to 2020, service failure over hallway flooring, and maladministration in complaint handling,…
202125432 Housing association
The landlord was found to have maladministration for failing to complete multiple bathroom repairs reported over many months, with poor record keeping and communication. The complaint handling was a service failure due…
202200372 Housing association
The Ombudsman found no maladministration regarding the size of the replacement toilet provided by the landlord, as it was installed promptly and met British Standard dimensions, with a reasonable offer to reassess if a…
202115426 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of compensation following boiler repair leaks and damage, as the landlord acknowledged failings, apologised, and offered reasonable compensation.…
202120180 Housing association
The landlord delayed 15 days in telling the resident his mutual exchange form was illegible, requiring him to visit its office. The landlord apologised and offered £100 compensation, which the Ombudsman found to be…
202012550 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs or its response to the resident's assertions about the property's legality and safety, but found a service failure in the landlord's…
202119196 Housing association
The Ombudsman found maladministration for the landlord's handling of window repairs (damp and mould), communal lighting repairs, and the associated complaint; and service failure for its handling of the missing communal…
202109612 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to replace communal carpets with lino, as the landlord acted reasonably by investigating odour reports, deep cleaning, and…
202105560 Housing association
The Ombudsman found severe maladministration for the landlord's response to a resident's fire safety concerns about doors in her property, and maladministration for complaint handling. The landlord treated the fire…
202126910 Housing association
The landlord was found to have service failure for taking over 125 days to replace a rusty bathroom radiator (against a 28-day policy), providing incorrect information, poor communication, and failing to pay the…
202100167 Housing association
The Ombudsman found reasonable redress for the landlord's failure to reimburse the resident for communal lighting and a smoke alarm running from her electricity meter for 34 years, as the landlord offered £5,876.20 in…
202001065 Housing association
The Ombudsman found maladministration for the landlord's response to heating repairs, which took over a year and around 15 visits to resolve, leaving the resident without reliable heating and hot water.…
202002380 Housing association
The Ombudsman found maladministration for the landlord's handling of flooring repairs, which took over a year to fully resolve and left the resident living with a health and safety hazard. No maladministration was found…
202113615 Housing association
The landlord removed a hanging unit above the resident's cooker following a gas safety inspection but left pipes hanging from the ceiling for several months. The Ombudsman found the landlord's offer of £250…
202109133 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's report of nuisance caused by a neighbour using a fire door. The landlord took reasonable and proportionate steps including speaking to…
202112199 Housing association
The landlord acknowledged service failure in its handling of a leak repair. Following Ombudsman intervention, it agreed to pay £650 compensation, replace the kitchen fan, and offer funds for decorative works, which the…
202110380 Housing association
The landlord was found to have service failure for its handling of a leak into the resident's property. It took five weeks to repair the leak (failing to treat it as urgent when electrics tripped) and a further 57 days…
202014773 Housing association
The Ombudsman found that the landlord's offer of £100 compensation for its delayed response to the resident's concerns about a service charge increase resolved the complaint satisfactorily (reasonable redress). There…
202016009 Housing association
The Ombudsman found maladministration by Wandle Housing Association for its handling of external repair and decoration work. The landlord failed to arrange a joint inspection after the stage one complaint and did not…
202108812 Housing association
The Ombudsman found no maladministration by Wandle Housing Association in its handling of the resident's concerns about an illegally built outhouse (garden shed) at the property. The landlord inspected the structure,…
202004197 Housing association
The Ombudsman found no maladministration regarding the landlord's refusal to compensate for possessions damaged by a leak, as the policy places responsibility on the resident's contents insurance. Service failure was…
201911000 Housing association
The Ombudsman found maladministration by Wandle Housing Association for failing to follow its ASB policy when handling the resident's reports of noise nuisance from a neighbour, and for failing to recognise the…
202016772 Housing association
The Ombudsman found service failure because the landlord failed to apply its updated decant policy subsistence rate (increased from £15 to £20 per person per day) to the additional £5 breakfast supplement it had already…
201916149 Housing association
The Ombudsman found service failure by Wandle Housing Association for its response to damp and mould in the resident's bathroom, as it failed to thoroughly investigate the root cause over a 20-month period, causing…
202017622 Housing association
The Ombudsman determined that all three complaint heads were outside its jurisdiction: the misselling complaint was brought too late (4 years after sale) and would be a court matter; the Section 106 agreement issue is…
202014677 Housing association
The landlord made an error in setting up the rent account, leading to a large credit and a mistaken refund of over £4,000. The Ombudsman found that the landlord's subsequent actions — contacting the resident promptly,…
202004305 Housing association
The Ombudsman found no maladministration in the landlord's response to service charge concerns (fixed service charge) or its response to concerns about the Neighbourhood Officer (reasonable explanation of adapted…
202102100 Housing association
The landlord's handling of a front door repair was resolved through Ombudsman intervention, with the landlord agreeing to complete the repair and pay £500 compensation, which the resident accepted.
202101868 Housing association
Following a leak in the resident's kitchen, the landlord replaced some units but with a different colour. The landlord offered £150 compensation but did not pay it. Through Ombudsman mediation, the landlord agreed to…
201911095 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of anti-social behaviour (noise nuisance and neighbour disputes) or in its complaint handling. While there were initial delays and some…
201909394 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of a petrol generator in communal areas, as it made reasonable investigations but could not determine the facts. However, there was service…
202112638 Housing association
The landlord was found to have maladministration for its response to the resident's reports of damp, taking 7 months to complete repairs, failing to keep adequate records, and communicating poorly. The landlord's…
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