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 202223933 Lambeth Council 22 May 2025 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 handling of the resident’s: Request to transfer to another property. Concerns about damp and mould within the property. Reports for it to carry out repairs to the windows and doors.
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: Reports of damp and mould. Reports of a pest infestation. A request to be rehomed.
This complaint is about the landlord’s response to the resident’s: Reports of ongoing issues with the windows and doors at her property. Concerns about the conduct of a member of its staff. This complaint is also its handling of the associated complaint
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property. Concerns about staff conduct.
The complaint is about the landlord’s handling of: the resident’s reports of a rat infestation. the complaint.
The complaint is about the landlord's handling of the resident’s: Request for repairs, including exterior doors, roof fascia and guttering, and external maintenance. Concerns about asbestos.
The complaint is about the landlord’s handling of: the resident’s reports of a pest infestation an occupational therapy (OT) assessment the resident’s request to be rehoused the resident’s reports of damp and mould We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to move. Reports of mould. Complaint.
The complaint is about the landlord’s response to the resident’s: Reports of mice infestation. Request for repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the leaseholder’s reports of: Condensation in the loft. Damp and mould. The standard of works to the communal areas. We have also considered the handling of the complaint.
The complaint is about: The landlord’s handling of the resident’s request for a leasehold pre-sale pack, particularly: The accuracy of service charge accounts and interest on the account. A request for a full statement of account since 2012. The landlord’s handling of the resident’s request for information about major refurbishment …
The complaint is about the landlord’s handling of the resident’s reports of: The landlord charging him rent for 2 properties in 2017. Rent arrears due to the landlord’s failure to pay him compensation from a disrepair claim. Damp and mould and outstanding repairs. We have also considered the landlord’s handling …
The complaint is about the landlord’s handling of the resident’s reports of: Foxes living under the property. Damp and mould. Leaks. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s: Handling of the resident’s request to pay her service charge bill over an extended period. Handling of the resident's queries about the administration charge.
The complaint is about: The landlord’s response to the resident’s reports about the standard of works to her home. The landlord’s response to the resident’s reports about the conduct of contractors. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: repairs for damp and mould. a bathroom replacement. the associated complaint.
The complaint is about the landlord’s handling of: the resident’s communications with the housing options team. repairs to the boiler. repairs to the radiator. a leak resulting in damp and mould. the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s record keeping and complaint handling. We …
The complaint is about the landlord’s handling of repairs to the fences at the bottom of the stairwell and top of the terrace to the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of multiple repairs required to the property. Concerns about the electrics and electrical safety. Concerns about the layout of the kitchen. Concerns about Asbestos Associated complaint.
The complaint is about the landlord’s handling of: Noise reports made by the resident’s neighbour. Information relating to the resident’s son living at the property. The resident’s concerns that the landlord has discriminated against her son. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Noise and pigeon nuisance. A back surge of sewage in his bathroom. Black mould in the bedrooms of his property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Service charges. Estate grounds maintenance. Gutter repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of drainage issues affecting the toilet. Reports of damp and mould in the bathroom. Request for a replacement front door. Concerns about asbestos. Associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould, and associated repairs. A roof leak. An update to her household details. A request to install an additional light in the kitchen. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of damp and mould and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: Reports of a rodent infestation. Request for compensation for damage due to the infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of water supply issues. Reports of noisy pipework. Reports of anti-social behaviour (ASB). Request to be rehoused.
The complaint is about the landlord’s response to the resident’s concerns about: Damp and mould in the bedroom. The windows The kitchen Issues with drainage The front door Cracks in the ceiling in the front room and door. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to the toilet. Poor staff conduct. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s: Handling of repairs to the boiler. Handling of associated repairs. Response to a request for compensation for damaged possessions.
The complaint is about the landlord’s handling of the resident’s: Concerns about the condition of the water tank in her loft. Request to be sent an inspection report in relation to her disrepair case. Concerns about the temperature of her kitchen and bedroom. We have also investigated the landlord’s record …
The complaint is about the landlord’s Handling of the resident’s reports of repairs to the exterior of her property. Complaint handling.
The landlord’s handling of the resident’s report of an ant infestation at her property. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: the resident’s reports of pests in the property; the associated complaint.
The complaint is about: The landlord’s response to the resident’s request for compensation for renovation works at her former property. The landlord’s response to the resident’s reports of a leak at her current property.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s handling of: Reports of a loss of hot water. The resident’s complaint.
This complaint is about the landlord’s handling of: the resident’s concerns about insurance claims. the resident’s concerns about a service charge increase. the resident’s reports of a leak affecting the property and subsequent internal damage. This Service has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of a lift breakdown. the resident’s request for emergency lift breakdown procedures if the lift were to break down again. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request to waive/reduce his service charges. Concerns about the treatment of damp and mould in his property. Concerns about the impact its damp-proofing work had on the size of his kitchen. Request for assistance with the maintenance and purchase of …
The complaint is about the landlord’s: Response to concerns raised by the resident about issues reported to him by other tenants. Response to internal repair issues in the resident’s property. Response to concerns raised by the resident about issues with other blocks. Response to the resident’s concerns about the communal …
The complaint is about the landlord’s response to the resident’s concerns about: The offer of a property. The condition of the property when let. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to communal areas. Repairs to the property. The resident’s reports of the bin area not being kept clean and tidy. The resident’s reports of damp and mould. The replacement of the boiler and radiators and installation of a stopcock. The resident’s …
The complaint is about:
The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. The landlord’s response to the resident’s complaint about a decant and repair works in November 2023. The landlord’s handling of the resident’s reports of repairs in her property. The condition …
The complaint is about the landlord’s response to the resident’s: Reports of a burst stack pipe. Request for reimbursement for replacement carpet. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of: The resident’s request under the Freedom of Information Act 2000. The resident’s reports of leaks, damp, and mould in the property. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s decision to repair the living room windows and not replace them. This Service has also investigated the landlord’s complaint handling.
| 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 |