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 115 published decisions.
Wandle Housing Association Limited's maladministration rate (94%) is higher than the average for housing association (80%) across published Ombudsman determinations.
202419604 Housing association
The Ombudsman found maladministration, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Associated…
202423257 Housing association
The Ombudsman found no maladministration, severe maladministration, maladministration in the landlord’s handling of We have made no orders for the landlord to put things right. Summary of reasons The landlord attended…
202439761 Housing association
The Ombudsman found service failure, reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Window repairs. Damp and mould…
202517573 Housing association
The Ombudsman found reasonable redress, no maladministration, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A leak…
202216151 Housing association
The Ombudsman found no maladministration, service failure, severe maladministration, maladministration in the landlord’s handling of the landlords: Response to the resident’s query about how it calculated the service…
202337457 Housing association
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of a repair to the property’s…
202430750
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs to the bathroom. We have also considered the landlord’s handling of the associated…
202416073
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of outdoor lighting. Reports of uneven garden slabs. Associated complaint..
202420851
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of reports about the condition of the communal bin area..
202451140
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of subsidence, including a sloping floor. Guttering repairs. The resident’s…
202429613
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of roof repairs and damage to a bedroom wall. The Ombudsman has also considered the…
202425702
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord's response to the resident's: reports of antisocial behaviour (ASB). reports of an outstanding…
202406206
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: application to be on the council’s waiting list. complaint…
202413934
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: an electrical inspection test. the resident’s complaint.. Total compensation ordered: £200.
202405860
The Ombudsman found no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: oversight of communal repairs. response to the resident’s concerns about communal cleaning.…
202347808
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: cyclical repairs to the resident’s bathroom. repairs to the fence. the resident’s complaint.. Total compensation ordered:…
202408624
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of leaks, damp and mould in her conservatory. The Ombudsman has also…
202412505
The Ombudsman found maladministration in the landlord’s handling of the landlord’s decision to repair rather than replace the resident’s kitchen. This investigation will also consider the landlord’s complaint handling..…
202332295
The Ombudsman found service failure, maladministration in the landlord’s handling of : The level of a service charge for fire-safety. The landlord’s responses to the resident’s queries about his service charge. The…
202227340
The Ombudsman found maladministration in the landlord’s handling of : the impact of the landlord’s handling of issues on the resident’s health. the landlord’s handling of reports of roof, guttering and brickwork repairs…
202216072
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise nuisance from her neighbour. Decision to…
202321753
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of The resident has complained about: The landlord’s response to reports of damp and mould. The associated complaint handling.…
202310778
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s: communications with the resident in relation to a managed move. communications with the resident…
202230608
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Right to Buy (RTB) application. Associated complaint.. Total compensation ordered:…
202217253
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s report that she could not close her balcony door. Response to the resident’s…
202304463
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reported repair to his hallway skirting board. The Ombudsman has also assessed the landlord’s complaint…
202324441
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: Request to be compensated for the impact of a leaking hot water tap. Associated complaint.. Total compensation…
202321331
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of leaks and outstanding communal repairs. Complaint. This report has also considered the landlord’s…
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
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of leaks at the property. The associated complaint handling. The…
202315557
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about: service charges, pest control and another resident feeding pests. the use of…
202329059
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of boiler faults. Complaint.. Total compensation ordered: £600.
202319561
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a leak. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation ordered: £350.
202230003
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of outstanding communal repairs. Complaint. This report has also considered the…
202327977
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: His reports of antisocial behaviour (ASB). Reconnecting the heating system in the…
202301722
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of an outstanding repair to the communal TV aerial. Complaint.. Total…
202311610
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord's handling of: Repairs to the door entry system during and after a power cut. Concerns about fire safety and…
202329490
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the leaseholder’s reports of water ingress at her property. The Ombudsman has considered the landlord’s…
202313860
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The cleaning and repairs in the common areas of the resident’s building. Reports about…
202346420
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of damp and mould in the resident’s property. The Ombudsman has also…
202340778
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to: Reports of a smell of sewage in the property. Reports of issues with the heat interface unit and communal heating system.…
202308288
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of reports about its contractor’s method and level of contact with the resident in respect of a gas safety…
202222581
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs to the heating, hot water and ventilation systems in the property. the resident’s concerns about…
202303065
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: a repair to the resident’s boiler. the resident’s complaint.. Total compensation ordered: £705.
202200010
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for: a kitchen replacement. insulation to the property.…
202225738
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for a permanent housing move. The Ombudsman also considered the landlord’s complaint handling.. Total…
202217802
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of mould in the communal hallway. Cyclical decoration works.…
202217208
The Ombudsman found maladministration in the landlord’s handling of : The landlord's response to a request for windows to be replaced. The landlord's handling of a defective bathroom floor. The landlord’s handling of…
202224519
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of a heating and hot water repair. Complaint handling..
202225953
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of fly tipping.. Total compensation ordered: £50.
202126023
The Ombudsman found service failure, maladministration in the landlord’s handling of The landlord’s handling of the following: the residents report of draughty windows in need of repair. Outstanding works from beginning…
202212795
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of outstanding repairs. The landlord’s record keeping has also been investigated.. Total compensation…
202206590
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s response to: Reports of repairs to a decant property. The resident’s concerns about the length of time he was…
202201471
The Ombudsman found maladministration, reasonable redress, mediation settlement, severe maladministration in the landlord’s handling of The complaint is regarding the landlord’s: Handling of repair issues, including…
202116243
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s; Handling of the resident’s request for an LGBTQ+ staff member as a point of contact.…
202223139
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202223139 Wandle Housing Association Limited 28 November 2023 Our approach The Housing Ombudsman’s approach to investigating and…
202124591
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of : The landlord’s handling of the condition of the resident’s new home. The landlord's refusal to carry out work…
202009428
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould. Request for new windows. Concerns about a…
202223775
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repairs to the communal front door and entry system.. Total compensation ordered: £500.
202105513
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of the window replacement works. Response to a leak affecting the property and the associated…
202211862
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s shower.. Total compensation ordered: £600.
202219681
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 as well as cracks in the walls of the property. Request…
202124143
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint..
202207924
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.. Total…
202123253
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of outstanding repairs. The landlord’s handling of the complaint.. Total compensation ordered: £650.
202124197
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a roof leak, which led to mould within the property. Handling of a roof leak to the property in…
202214051
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns how the landlord handled repairs to the ceiling following a leak in the property.. Total compensation ordered: £500.
202011182
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s ongoing issues with heating and hot water..
202200819
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of a pest infestation at the resident’s property. This Service has also considered the associated complaint…
202200752
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property’s basement. The repairs to plasterwork in a…
202115070
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of discrimination. Communication about an issue with the energy meter. Handling…
202125872
The Ombudsman found service failure, severe maladministration in the landlord’s handling of The resident complains about how the landlord handled repairs at the property. The repairs include: Damp and mould. Repairs to…
202115617
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of mould, damp and leaking toilet in the property. The resident’s complaint.. Total compensation…
202205585
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs…
202100169
The Ombudsman found maladministration in the landlord’s handling of how the landlord handled the resident’s request for compensation to damaged window shutters in 2018..
202125476
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen.…
202009248
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint.. Total compensation…
202201923
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated repairs; response to the…
202214608
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a bedroom window repair.. Total compensation ordered: £370.
202115736
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s response to the resident’s reports of repairs to the bathroom. an injury which the resident sustained when using the bathroom. The…
202111722
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the property above. The landlord’s…
202015753
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of…
202205088
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to pave her back garden to prevent pests from burrowing..
202228991
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of an intermittent heating and hot water supply within…
202125432
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs to the resident’s bathroom. The associated complaint handling..
202200372
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The size of the replacement toilet provided by the landlord. The associated complaint.. Total compensation ordered: £100.
202115426
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: The level of compensation following leaks and associated damage from a boiler…
202120180
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s application for a mutual exchange.. Total compensation ordered: £100.
202012550
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs at the resident’s property. The landlord's response to the resident’s…
202119196
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs needed to the resident’s window due to damp and mould. Repairs to the lighting within the communal…
202109612
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of:. Total compensation ordered: £150.
202105560
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s request for a fire safety check of her doors in her property and her concerns…
202126910
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of, and record keeping and compensation for the resident’s reports of outstanding repairs to his bathroom radiator ..
202100167
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 2022 Our approach The Housing Ombudsman’s approach to…
202001065
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of repairs to the heating system from January 2021. The landlord’s response to the resident’s…
202002380
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of flooring repairs to the property. Response to the resident’s request for a new kitchen and bathroom.…
202113615
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the removal of a hanging unit above the resident’s cooker..
202109133
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s report of nuisance caused by a neighbour using the fire door..
202112199
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s handling of a repair to a leak into the kitchen..
202110380
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a leak into the resident’s property..
202014773
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The…
202016009
The Ombudsman found maladministration in the landlord’s handling of : The level of the resident’s service charge. The landlord’s handling of external repair and decoration work..
202108812
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of an outhouse (garden shed), built without permission by the previous resident..
202004197
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s Response to the resident’s request for compensation for damaged possessions following a leak at…
201911000
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) from his neighbour. The associated complaint..
202016772
The Ombudsman found service failure in the landlord’s handling of : how the landlord responded to the resident’s concerns about a decant. the landlord’s response to a request for a copy of its policies and procedures..…
201916149
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s report of damp and mould in her bathroom, in relation to its offer of…
202017622
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports they were missold their property due to the increase and level of service charges they are liable to…
202014677
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's: Administration of the rent account and its subsequent decision to recover a refund made in error. Failure to respond to a data…
202004305
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s…
202102100
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the front door repair..
202101868
The Ombudsman found mediation settlement, service failure in the landlord’s handling of The landlord’s handling of repairs to the resident’s kitchen following a leak..
201911095
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling..
201909394
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a petrol generator being used in the communal areas. The handling of the…
202112638
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of damp in the property. The landlord’s handling of the associated complaint.. Total compensation…
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