Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
REPORT COMPLAINT 202338474 Lambeth Council 18 November 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about the landlord’s response to the resident’s: reports of damp and mould in her bathroom associated complaint
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the windows. A leak and subsequent damp and mould and fly infestation.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak.
The complaint is about the landlord’s handling of repairs to the boiler. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp, mould and the living room being too cold. This Service has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of water ingress and damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of roof leaks. The Ombudsman has also considered the landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of boiler faults. Complaint.
The complaint is about the landlord’s response to the resident’s: reports of plumbing repairs affecting the toilet and drains. reports of a radiator repair. hearing and communication needs. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s boiler. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about how the landlord handled the resident’s possessions while it rehoused her. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of antisocial behaviour (ASB) at the property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of issues with the boiler in the property. Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: Asbestos. The upgrade of her kitchen and bathroom. Access to her consumer unit. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns that a carbon monoxide alarm had not been installed in their home by 1 October 2022. Handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of damp and mould repairs. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s enquiries about ownership of and access to the back garden, and the use of the external spiral staircase. The resident’s reports of antisocial behaviour and noise nuisance. The associated complaint and level of compensation.
The complaint is about the landlord’s handling of the resident's reports about a leak.
The complaint is about the landlord’s handling of: Reports of repairs to 2 toilets. Reports of repairs to a kitchen tap. Reimbursement of additional water charges due to leaks. The complaint is also about the landlord’s handling of the complaint and the resolution offered.
The complaint is about the landlord’s response to the resident's reports about repairs to windows, and damp and mould. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of disrepair to the windows, causing damp and mould in her property. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s: Response to the complainant’s concerns around selling her property. Complaints handling.
This complaint is about the landlord’s handling of: Repairs to the resident’s radiators. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the roof, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs to the heating, windows and loft insulation at the property. the complaint. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s: Reports of outstanding communal repairs. Complaint. This report has also considered the landlord’s record keeping.
The complaint is about the resident’s concerns around the landlord’s handling of: Reports of damp and mould in the property. The process of temporarily rehousing the resident. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Damp, mould, and associated repairs. A woodlice infestation.
The complaint is about the landlord’s handling of repairs to the heating/hot water system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) including noise nuisance. Reports of parking issues. Associated complaint.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns over the safety of a carbon monoxide alarm. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, including to a wall and guttering. Maintenance of the property/block, including resident engagement and cyclical decoration. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s: Reports of an outstanding repair to the communal TV aerial. Complaint.
The resident’s complaint is about the landlord’s handling of: His reports of antisocial behaviour (ASB). Reconnecting the heating system in the property. The Ombudsman has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s kitchen renewal. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns about: the condition of the property at the start of the tenancy. outstanding repairs at the property. pest infestation. staff conduct. antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
The complaint concerns the landlord's handling of the resident’s reports of noise nuisance from the upstairs’ flat. This Service has also considered the landlord’s handling of the related complaint.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) from a neighbour. Complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of high water pressure. complaint handling.
The complaint is about the landlord’s handling of the resident's reports about: A leak, damp and mould and subsequent damage to personal belongings and decorations.
The complaint is about the landlord’s: Response to the resident’s reports regarding various repair issues at her property. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to repair issues at the property. Complaint handling.
The complaint is about the landlord’s handling of water leaking into the resident’s property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |