Westminster City Council

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould. Works identified in a March 2023 survey were delayed, oversight of repairs was lacking, and the landlord's…

The Ombudsman found maladministration in the landlord's handling of the resident's ventilation repair (poor communication and long delays, including around 10 months of inaction), service failure in its handling of the…

The Ombudsman found maladministration in the landlord's handling of leaks/repairs to the resident's leasehold property, no maladministration in its handling of the lack of lighting, service failure in its record…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of household noise from a neighbouring property, including repeated referrals to a noise team that did not deal with that type…

The Ombudsman found no maladministration in the landlord's handling of a leaseholder's storage heater repair dispute, as its position was reasonably based on the lease, but found service failure in its complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks from a poorly installed kitchen sink drain, which it failed to resolve adequately between October 2022 and April 2023,…

The Ombudsman found reasonable redress in the landlord's handling of repairs reported after the resident moved into the property, and reasonable redress in its complaint handling. The landlord had acknowledged its…

The complaint concerned the landlord's handling of the resident's antisocial behaviour (ASB) reports. The Ombudsman found service failure: the landlord did not consider all options (such as mediation or a management…

The Ombudsman determined that the complaint about the landlord's refusal to replace the front door was outside its jurisdiction because the resident did not bring it as a formal complaint within a reasonable period. The…

The landlord failed to respond to the resident's concerns about asbestos in his property, leaving him without a formal position on the matter and causing distress and inconvenience. It also failed to open or respond to…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of noise and noise transference, because although there were failings (including raising expectations about works it could not…

The Ombudsman found no maladministration in the landlord's handling of a bathroom leak (attended promptly and resolved), but found service failure in the landlord's handling of the request to replace the bathroom floor…

The Ombudsman found maladministration in a local authority landlord's response to a leaseholder's report of a leak from the flat above — which was not fixed for over eight months — and in its complaint handling. The…

The landlord initially failed to address the resident's concern that it was charging for cleaning a stairway that had been demised to her and which it could not access. At stage 2 it apologised, reviewed charges,…

The Ombudsman found maladministration in the landlord's response to damp and mould, where there was a lack of clear, evidence-based records of what works were identified, raised and completed and limited investigation…

The Ombudsman found reasonable redress in relation to both the landlord's response to reports about the condition of the property and repairs, and its complaint handling. While the condition of the property was very…

The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and in its complaint handling, and service failure in its record keeping. The complaint about the landlord's…

The Ombudsman found maladministration in the landlord's handling of reports of a rodent infestation and service failure in its handling of the associated complaint. The landlord was ordered to pay £550 in total and to…

The Ombudsman found maladministration by Westminster City Council for its poor response to a resident's reports of damp-related repair issues, including insufficient communication, poor record-keeping, and delays in…

Maladministration for inadequate handling of a persistent mice infestation causing distress to the resident and young children. Service failure for ASB handling due to poor communication and record-keeping. Reasonable…

The landlord took over 37 weeks to complete heating pipework repairs that should have been completed within 28 days, with poor communication and record keeping. The Ombudsman found service failure for the handling of…

The Ombudsman found maladministration for the landlord's handling of repairs to a leaking communal roof, including failures to quality-check poor workmanship, delays in responding to an emergency leak, and failing to…

The Ombudsman found maladministration in the landlord's response to concerns about neighbouring building works (poor communication about access), its management of agreed refurbishment works (protracted delays, lack of…

The Ombudsman found no maladministration in the landlord's decision to offer a standard kitchen design rather than bespoke alterations, as this was reasonable given budget and legislative requirements. However, there…

The Ombudsman found severe maladministration in the landlord's handling of hot water supply issues and radiator/pipework renewal, and maladministration in complaint handling, ordering a director-level apology and total…

The landlord was found to have service failure for delays in completing repairs after leaks from a neighbour's building works damaged the resident's ceilings, and for failing to give proper notice of the works.…

The Ombudsman found maladministration in the landlord's response to leaks/damp and mould, its complaint handling, and its record keeping, ordering £1,700 compensation and a review of mitigation options.

The Ombudsman found maladministration in the landlord's handling of reports of a leak into the resident's leasehold property, due to extensive delays, poor communication, lack of active repair management, and…

The landlord was found to have maladministration for its response to reports of water ingress at a resident's property over more than a year, with repeated delays in inspections and repairs, poor record keeping, and…

The Ombudsman found service failure in the landlord's handling of repairs to the resident's windows (10-month delay after acknowledging they were 'wrecked') and in its response to the stairwell ceiling repair (over 16…

The Ombudsman determined the complaint was outside its jurisdiction because the resident had issued county court proceedings for disrepair relating to the same damp and mould issues, which falls under paragraph 41(c) of…

The Ombudsman found service failure by Westminster City Council regarding its response to residents' concerns about a leak into the flat below and operatives visiting without appropriate PPE during the pandemic, and…

The Ombudsman found no maladministration in the landlord's handling of the resident's snagging concerns following major structural works, as the landlord inspected, addressed issues, and offered a 12-month defect…

The landlord was found to have service failure for its response to the resident's reports of noise from a loose doorframe in the boiler room, as it failed to take reasonable steps to investigate and resolve the issue,…

The Ombudsman found maladministration in the landlord's handling of a leak (8-month delay to resolve), severe maladministration in its handling of fire stopping works (a hole compromising fire compartmentalisation left…

The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour and harassment, its handling of her management transfer request, and its complaint handling. The…

The Ombudsman determined that the complaint about the landlord's response to the resident's reports of antisocial behaviour was outside its jurisdiction, as the resident had not exhausted the landlord's internal…

The landlord was found to have maladministration for significant delays (over 38 months) in completing repairs following water damage, for failing to properly investigate damage to the wooden floor, and for poor…

The landlord was found to have service failure for its handling of improvement works and the associated complaint. It took around a year to remedy damage caused by its contractor and delayed unreasonably at both stages…

The Ombudsman found that the landlord's offer of redress (totalling £3,440.56 in compensation and service charge refund, plus goodwill repairs) satisfactorily resolved the complaint about its handling of intermittent…

The Ombudsman found that the landlord's handling of a leak, including a delay identifying its source and difficulty accessing a neighbouring property to complete repairs, was resolved through its revised offer of £525…

The Ombudsman found maladministration in the landlord's handling of a leak from the flat above into the resident's leasehold property, and maladministration in its complaint handling. The landlord took a confrontational…

The Ombudsman found service failure in the landlord's response to reports of damp and mould following a water ingress, as it failed to adequately investigate high moisture readings in the wall cavity and did not…

The Ombudsman found severe maladministration for the landlord's handling of void repairs, damp and mould, and failure to consider the resident's vulnerabilities; and maladministration for record keeping and complaint…

The Ombudsman found no maladministration by Westminster City Council regarding its response to a resident's request for compensation following a mice infestation. The landlord's conclusion that the kitchen replacement…

The Ombudsman found that the landlord offered reasonable redress for its handling of a leak affecting the resident's property. The landlord responded promptly, took reasonable steps to resolve the leak despite access…

The landlord was found to have maladministration for its handling of pigeon mess outside the resident's property. The resident reported the issue in October 2021 but works were not completed until over a year later,…

The Ombudsman found severe maladministration for the landlord's failure to address water ingress, damp and structural defects over three years, leaving a vulnerable resident trapped inside her property on multiple…

The landlord was found to have maladministration for its response to a loss of heating in January 2021, where it failed to properly compensate the resident for 11 days without adequate heating and delayed offering…

The Ombudsman found reasonable redress in the landlord's handling of a skylight repair. The landlord made an error by fitting a uPVC frame instead of timber, but quickly offered solutions, covered the cost of new…

The Ombudsman found service failure by Westminster City Council regarding its handling of repeated heating and hot water repairs over five months, including missed appointments, poor communication, and response times…

The Ombudsman found that the landlord offered reasonable redress for its handling of inaccurate heating and hot water service charge bills and for delays in its complaint handling. The landlord credited £512.60 to the…

The landlord was found to have service failure for its response to two leaks from the flat above a leaseholder's property. It failed to attend within the 4-hour priority timeframe on both occasions, and did not keep the…

The Ombudsman found the level of service charges was outside its jurisdiction. It determined the landlord offered reasonable redress for failing to serve section 20 notices (by apologising, limiting charges to £250, and…

The landlord was found to have maladministration for its handling of both window repairs and blocked drain repairs. It took six months to inspect the windows, missed appointments, repeatedly inspected without raising…

The Ombudsman found that the landlord offered reasonable redress to the resident regarding its handling of low hot water pressure issues, a delayed balcony repair, and a radiator leak repair. The landlord acknowledged…

The landlord was found to have maladministration for its handling of damp and mould reports (taking over 24 months to complete works) and for its handling of window repairs (delays and poor communication). Service…

The landlord was found to have maladministration for its handling of repairs to a railing (significant delays and poor communication), its response to a request for a building completion certificate (unclear…

The Ombudsman determined the complaint was outside its jurisdiction because the leasehold interest was held by a management company, not the occupier/complainant, so the complainant did not have the required…

The landlord was found to have severe maladministration for excessive delays (over 20 months) in addressing rising damp and mould in a resident's property, failing to consider the vulnerability of the resident's infant…

The Ombudsman found that the landlord's offer of £620 compensation for delays and miscommunication in handling reports of contaminated water was reasonable redress, resolving the complaint satisfactorily. A separate…

The Ombudsman found maladministration by Westminster City Council for taking 10 months to resolve a water leak and complete repairs following a leak into a leaseholder's property. The landlord was ordered to pay £542.46…

The landlord carried out a thorough investigation of the resident's reports of noise ASB from a neighbour, using professional witnesses, noise monitoring equipment, and visits. However, it delayed providing its final…

The Ombudsman found no maladministration by Westminster City Council in its handling of repairs to the ceilings. The landlord arranged multiple inspections, relied on surveyor findings that cracks were cosmetic rather…

The Ombudsman found that the landlord made a reasonable offer of redress (£125) before the investigation, resolving the complaint about low water pressure. The landlord initially gave incorrect advice and had poor…

The landlord was found to have service failure for delays in providing a dehumidifier and completing remedial repairs following a leak, causing distress and inconvenience to a partially sighted resident with a lung…

The Ombudsman found service failure by Westminster City Council in its handling of a leak and damage to a resident's kitchen and flooring, and in its record keeping. The landlord delayed repairs to the subfloor, gave…

The Ombudsman found no maladministration by Westminster City Council regarding its handling of a decant process, as it acted reasonably and in line with its Allocations Policy. The resident's complaints about her…

The Ombudsman found maladministration by Westminster City Council for failing to carry out annual gas safety checks for six years (due to a recording error) and for failing to manage an asbestos risk after damaging a…

The Ombudsman found that the landlord offered reasonable redress regarding a damaged wall caused by a leak (offering £135 compensation), and there was no maladministration regarding the electrical inspection of a faulty…

The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about her electricity meter and heating system. The landlord had checked the meter, replaced it when found faulty, and its…

The Ombudsman found no maladministration by Westminster City Council in rescheduling the resident's kitchen renewal from 2021 to 2022, as the kitchen was still within a reasonable 20-year renewal timeframe, no health…

The Ombudsman found service failure by Westminster City Council in its handling of the resident's complaint and compensation claim regarding repeated leaks from the leasehold flat above. While the landlord acknowledged…

The Ombudsman found no maladministration in the landlord's handling of property condition and repairs, as it carried out appropriate inspections and reached reasonable conclusions. However, there was service failure in…

The landlord took over five months to resolve a water leak from the property above, failed to provide interim support such as cleaning during the period of contamination, and mishandled the resident's complaint by…

The Ombudsman found that the landlord offered reasonable redress for delays and communication failures in repairing the resident's garden gate, awarding £145 compensation. No maladministration was found regarding the…

The Ombudsman found that the landlord provided reasonable redress after acknowledging significant service failures in handling a leak causing damp and mould over approximately 12 months. The landlord apologised,…

The landlord's response to reports of water ingress involved reasonable investigation and repair efforts, but its communication with the resident was inadequate, causing distress. The landlord offered £3,175…

The landlord was found to have maladministration for taking seven months to address the resident's reports of draught and noise from a faulty front door and windows, with inadequate communication and poor-quality…

The Ombudsman found service failure in the landlord's handling of ASB and noise nuisance reports, as it failed to carry out external noise visits, follow up on sound insulation assessment, or arrange a timely pipework…

The Ombudsman found that the landlord offered reasonable redress for delays in responding to noise from the water supply, apologising and offering £392 compensation, which resolved the complaint satisfactorily.

The Ombudsman found that the landlord's handling of damage caused by its contractors was reasonable (reasonable redress), but there was service failure regarding inadequate heating and hot water (resident without…

The landlord failed to progress extensive repairs for an 8-month period after the resident put works on hold due to mental health, and wrongly declined to consider the complaint while a disrepair claim was open.…

Maladministration found for delays in responding to ASB (259 days), inspecting draughty windows/doors (567-587 days), addressing bin chute noise (573 days), and complaint handling failures. Reasonable redress for…

The Ombudsman found maladministration by Westminster City Council in its handling of a resident's reports of a leak from above into her bathroom, due to delays in December 2020 and failure to complete a permanent…

The Ombudsman found that the landlord's offer of £75 compensation, apology, and actions resolved complaints about its handling of noise reports from a neighbour's boiler and its complaint handling. The landlord had…

The Ombudsman determined the complaint was outside its jurisdiction because the same matter had already been investigated by the Local Government and Social Care Ombudsman.

The landlord was found to have a service failure for its handling of repairs to the resident's warm air unit. While it attended the initial report promptly and offered adequate compensation for the delay in refurbishing…

The Ombudsman found no maladministration by Westminster City Council in its response to the resident's request for a kitchen refurbishment. The landlord inspected, identified repairs, explained the kitchen was scheduled…

The Ombudsman found no maladministration in the landlord's offer of £510 compensation for delays in replacing damaged hallway flooring and repairing the heating system. While the resident's vulnerabilities (older person…

The Housing Ombudsman determined that a complaint about a council's decision to require repayment of a Right to Buy discount upon sale of the property was outside its jurisdiction, as it properly falls within the remit…

The Ombudsman found that the landlord offered reasonable redress for its handling of the annual gas safety service, including failures in call handling, but found service failure in the landlord's handling of the…

The Ombudsman found service failure by Westminster City Council regarding its handling of repairs to a basement fire door (reported June 2020, permanently replaced April 2021) and the level of compensation offered. The…

The Ombudsman found no maladministration by Westminster City Council regarding its handling of a resident's reports of a rodent infestation. The landlord's pest control team attended on numerous occasions but found no…

The Ombudsman found service failure because the landlord did not keep adequate records of its actions in response to the resident's reports of an unknown smell in her home, despite its efforts being otherwise…

The Ombudsman found service failure by Westminster City Council in its handling of a resident's claim for a discretionary disturbance payment following a decant move, and in its subsequent complaint handling. The…

The Ombudsman found maladministration in the landlord's complaint handling due to significant delays (Stage 1 took 9 months), confusion between complaints and insurance teams, and failure to address all complaint…

The Ombudsman found reasonable redress: the landlord acknowledged delays in repairing a blocked toilet (reported Nov 2020, completed Mar 2021), apologised, and offered £250 compensation in line with its policies. No…

The landlord agreed to pay £200 compensation following Ombudsman intervention to resolve the resident's complaint about the handling of hot water reports. The Ombudsman determined the complaint was resolved…

The Ombudsman found that the landlord made reasonable redress for service failures in its response to the resident's requests to repair/replace the communal carpet. While there were unreasonable delays in progressing…

The Ombudsman found that the landlord offered reasonable redress for delays in replacing the resident's front door and for poor complaint handling, awarding £100 compensation. No maladministration was found regarding…

The Ombudsman found no maladministration in the landlord's management of parking arrangements for leaseholders' contractors compared to its own contractors, as the different treatment arises from different tenure…

The landlord acknowledged failures in communication and delays in redecorating the resident's property after a leak, repairing her front door (over six months delay) and the communal shed gate. It offered £670…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of antisocial behaviour (noise nuisance and suspected drug activity), as it took proportionate steps to investigate but had…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of water leaks, as it followed its policies, responded promptly, and reasonably concluded the two leaks were not connected.…

The Ombudsman found no maladministration regarding the number of Section 20 notices issued for major works, and no maladministration regarding the landlord's response to concerns about a bailiff. However, there was a…

The Ombudsman found service failure by Westminster City Council for failing to take swift action after a category one excess cold hazard was identified due to single-glazed windows. The landlord's decision to install…

The Ombudsman found service failure by Westminster City Council in its handling of outstanding repairs (delays, poor communication with the contractor and resident) and its handling of a temporary accommodation offer…

The Ombudsman found no maladministration in the landlord's handling of the rent account following the resident's death, as it correctly followed joint tenancy procedures. However, the landlord made reasonable redress…

The Ombudsman found maladministration by Westminster City Council for an inappropriately lengthy delay of around two months in resolving a leak at a leaseholder's property, insufficient investigation of possible causes,…

The Ombudsman found no maladministration by Westminster City Council in its response to the resident's reports about the cost and efficiency of the electric heating system. The landlord had arranged multiple…