Haringey London Borough Council (202425109)

Decision
Case ID	202425109
Decision type	Investigation
Landlord	Haringey London Borough Council
Landlord type	Local Authority / ALMO or TMO
Occupancy	Leaseholder
Date	27 February 2026

 

Background

1. The resident lives in a 4 bedroom 1st floor flat with her 2 children. She reported a leak affecting her living room in August 2023. In February 2024, she complained to the landlord that it had not completed the necessary works to remedy the leak. Despite this, she has advised us the complaint and the leak are unresolved, as of February 2026.

 

What the complaint is about

2. The complaint is about the landlord’s management of repairs related to a ceiling leak.
3. We have also investigated its complaints handling.

 

Our decision (determination)

4. There was maladministration in the landlord’s management of repairs related to a ceiling leak.
5. There was maladministration in its complaints handling.

We have made orders for the landlord to put things right.

 

Summary of reasons

6. The evidence provided shows prolonged delays, significant gaps in record keeping, and a failure to progress essential repairs. The landlord has not provided evidence of effective remedial actions during extended periods, despite repeated reports from the resident of continuing water ingress and worsening internal damage.
7. Regarding the complaint handling, the landlord did not acknowledge or act on the resident’s clear request for escalation, did not issue a Stage 2 response, and conflated the ceiling leak complaint with an unrelated matter. This deprived the resident of a formal outcome and required her to seek intervention from this Service.

 

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

 

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance.	No later than 27 March 2026
2	Compensation order The landlord must pay the resident £950, made up as follows: £800 to recognise the distress and inconvenience caused by its management of the resident’s reports of repairs related to a ceiling leak. £150 for its complaint handling failures. This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total figure any payments it has already directly paid to the resident.	No later than 27 March 2026
3	Inspection order The landlord must contact the resident to arrange an inspection. It must take all reasonable steps to ensure the inspection is completed by the due date. The inspection must be completed by someone suitably qualified to complete an inspection of the type needed. If the landlord cannot gain access to complete the inspection, it must provide us with documentary evidence of its attempts to inspect the property no later than the due date. What the inspection must achieve The landlord must ensure that the surveyor: Inspects the roof, brickwork, guttering, exterior and interior of the property and produces a written report with photographs. Considers whether the neighbouring property’s roof condition is affecting the resident’s property. The survey report must set out: Whether the property is fit for human habitation and whether there are any hazards. The most likely cause of the leak affecting the living room ceiling and walls. Whether the landlord is responsible to repair or resolve the issue together with reasons where it is not responsible. A full scope of works to achieve a lasting and effective resolution to the issue (if the landlord is responsible). The likely timescales to commence and complete the work. A copy of the survey report must be provided to the resident and this Service.	No later than 27 March 2026
4	Starting the works The landlord must take all steps to ensure the identified works are started no later than the due date. If the landlord cannot start the works in this time, it must explain to us, by the due date: Why it cannot start the works by the due date and provide evidence to support its reasons. It must provide a revised timescale of when it will start and finish the works; or The steps it has taken to start the works and provide us with documentary evidence of its attempts to ensure the works were started by the due date. It must provide a revised timescale if it is able to or explain why it cannot. Whether suitable alternative accommodation is necessary and will be made available to the resident.	No later than 24 April 2026
5	Case Review The landlord must undertake a review of this case. The review must be undertaken by an impartial person who is external to the departments involved in this complaint. The review must include: Construction of a full audit trail of all repair and complaint actions relating to the ceiling leak from August 2023 onwards, identifying where records are missing and why. Carrying out a root‑cause analysis of the delays, gaps in record keeping, missed follow‑on actions, and failure to progress the Stage 2 escalation. Producing a remedial action plan setting out the outstanding repair works, responsibilities, timescales, and how it will keep the resident updated. Setting out the service changes it will implement in its operations to prevent recurrence, including improvements to record keeping, communication, complaint escalation checks, and case ownership. The case review report must be provided to the resident and to this Service.	No later than 24 April 2026

 

 

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations
It is recommended that the landlord assist the resident in submitting an insurance claim through its Risk and Insurance Team.
The landlord should carry out a learning review with repairs, complaint handling, and housing management staff to discuss the issues raised in this case.

 

Our investigation

The complaint procedure

Date	What happened
23 February 2024	The resident complained by email to the landlord. She complained that she had reported a ceiling leak on 7 August 2023 and that since 21 September 2023, the landlord had taken no action. She said that the damage to the ceiling and walls of her living room was getting worse.  She asked for £1000 compensation.
8 March 2024	The landlord provided its Stage 1 response. It said an operative had attended on 24 November 2023 to investigate. It identified scaffolding would be needed to unblock guttering. An appointment had been booked for 29 April 2024. The resident could claim on its insurance for damage to property and possessions.
18 March 2024	The resident escalated her complaint to Stage 2. She said the landlord’s response had addressed only 1 of 2 works orders for the leaking roof. The appointment on 29 April was only to repair the gutter and not to repair the roof. She said she had previously contacted the landlord’s Insurance Team and had not received a response. She asked for the repair to the roof, an explanation of why nothing had been done and compensation for damage to the ceiling and walls of her living room.   There is no evidence seen that the landlord acknowledged the Stage 2 complaint.
27 March 2024	The landlord issued a Stage 2 response about a different complaint which the resident had made regarding windowsills. Within its response it referred to the leak coming through the living room ceiling and said an appointment was scheduled for 29 April 2024. A scaffold would be erected to repair the gutter.
Referral to the Ombudsman	The resident contacted this Service, stating that the landlord had taken no action and the leak was getting worse. She asked for the roof to be repaired and for compensation to redecorate the ceiling and walls.

 

What we have considered and why

8. This Service may choose to exercise our discretion to investigate a complaint where the landlord has failed to fully or comprehensively progress it through its internal procedure. In this case the resident clearly requested escalation, but the landlord did not act on it and did not issue a subject specific Stage 2 response. The landlord was invited to comment on our proposal to treat its process as exhausted but did not do so. Given this we have decided to exercise our available discretion.

 

What we have not considered and why

9. The landlord’s records show a roof leak was first reported in July 2021. In March 2022 the landlord sent an internal email to its Tenancy Management Team requesting intervention with a neighbouring property, having identified that its roof was in poor condition and was causing water ingress to the resident’s property. The landlord has told this Service that as of February 2026, it has no further updates or records on that issue.
10. However, the formal complaint brought to us was not submitted to the landlord until February 2024. It is important that complaints are brought to the attention of the landlord within a reasonable time of the problem occurring, usually within 12 months. This is so that the landlord has an opportunity to resolve the issues whilst they are still ‘live’ and whilst the evidence is available to fully investigate. As a result, this investigation is focused on events from August 2023 when the resident says she reported the ceiling leak. Events which occurred prior to this date have been considered for context but not formally assessed or determined as part of this investigation.

 

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	The landlord’s management of repairs related to a ceiling leak.
Finding	Maladministration

11. The landlord’s Responsive Repairs Policy also applies to leaseholders. It states its repair responsibilities include maintenance of and day to day repairs to the outside of the building and the structure. The policy states that if an external defect affects the inside of a property, the landlord is likely to be responsible for the internal repair.
12. The policy sets timescales of 2 to 24 hours for emergency repairs, 7 calendar days for urgent repairs, 28 calendar days for routine repairs, and 80 calendar days for planned works. It states that leaks will be treated as emergency repairs.
13. The resident said in her Stage 1 complaint that she reported a leak in her ceiling to the landlord on 7 August 2023. She said the landlord visited on 21 September 2023 and told her that it would need scaffolding. Her complaint stated that she contacted the landlord again on 9 January 2024 and was told that the repairs team would contact her with an appointment. She said she spoke to the landlord again on 23 February 2024, and the landlord then booked a new appointment for 29 April 2024. Her complaint said that the damage to the ceiling and living room walls worsened between August 2023 and February 2024 and that she had provided photographic evidence to the landlord.
14. The landlord’s Stage 1 response stated that it investigated the water ingress on 24 November 2023, identified blocked gutters and that scaffolding was required. It also stated that a roofer would attend on 29 April 2024 to remedy issues with the roof, although it did not state what the issues with the roof were.
15. This Service has not seen records in the landlord’s evidence provided that match the resident’s description of her contact with it. The landlord’s records do not show details of actions, inspections, or works orders between 7 August 2023 and 23 February 2024. This shows significant shortcomings in its record keeping.
16. After the call on 23 February 2024, the landlord raised a works order for scaffolding and a survey. The survey appointment was set for 29 April 2024. This was 221 days after the initial visit on 21 September 2023.
17. The landlord’s records do not show whether this survey took place, its outcome, or any works identified and instructed. On 17 May 2024 its system notes recorded a further report from the resident about a roof leak. The resident told this Service that the landlord first rearranged the 29 April appointment and later cancelled it without rebooking. She said she lost all confidence that the landlord would carry out the repairs and decided to pursue resolution through this Service.
18. The resident told this Service that, as of 26 February 2026, the leak was continuing, the landlord has not erected scaffolding or carried out any repairs to resolve the leak. She said the damage to her living room walls and ceiling had increased and that black mould had formed on the ceiling corner and on 2 walls. She said she wanted to move home because she no longer wished to have a relationship with the landlord, but she could not sell the property due to its condition.
19. The resident has expressed frustration and distress and said the issue began as a small problem but became worse because the landlord did not take action to resolve it when it was first reported.
20. The absence of records means the landlord cannot show that it took timely action, complied with its policy or took effective follow on activity. The records also do not show why the matter was not progressed after it was mentioned in the unrelated Stage 2 complaint process. The landlord remained aware of the repair issue during this period, yet there is no evidence that it acted to resolve it.
21. This extended period of inaction shows significant delay and poor communication. The lack of reliable records, the absence of evidence of effective repair activity, and the resident’s loss of full enjoyment of her living room for 127 weeks demonstrate a prolonged failure to progress essential repairs. On this basis, the landlord’s actions amount to maladministration in its management of repairs related to the ceiling leak.

Complaint	The handling of the complaint
Finding	Maladministration

22. The landlord’s Housing Feedback Policy states it will acknowledge receipt of a complaint within 2 working days. It will respond usually within 10 working days at stage 1 or 20 at stage 2.
23. The landlord’s Stage 1 response demonstrated several strengths. It was issued within the required 10 working day timescale, and it appropriately acknowledged the resident’s inconvenience. The response referred to relevant operative attendance and works orders, including the visit on 24 November 2023 and the planned follow‑on appointment for 29 April 2024, and it also noted a later visit under a separate job. The landlord provided appropriate signposting to its insurance team for claims relating to personal belongings, and it stated that it had identified learning about the need for better communication and timely follow‑on work. Together, these elements show that the landlord made some effort to explain its position and set out the actions it intended to take.
24. However, the landlord’s Stage 1 response did not address key elements of the resident’s complaint, including her reports from August 2023, January 2024, and February 2024, or the prolonged periods in which no action was taken. It did not address the resident’s request for £1000 compensation or consider whether any redress was due for the delays and worsening damage. The landlord also failed to comment on the severity of the reported delay, the escalation of internal damage, or the impacts on the resident. In addition, it introduced information about unrelated repair jobs, which diverted focus from the issue complained about. Overall, the response did not engage with the substance of the complaint or demonstrate a thorough investigation of the concerns raised.
25. The resident clearly requested that her complaint be escalated to Stage 2 of the process by email. The evidence contains no record of the landlord acknowledging or progressing the resident’s escalation request and the landlord has confirmed to this Service that the complaint was addressed only at Stage 1.
26. Instead, the landlord’s next contact with the resident was on 27 March 2024 under a different complaint reference related to windowsill issues, not the roof leak. The landlord conflated separate complaints, leading to confusion and an absence of a Stage 2 investigation of the roof leak issues. The resident was therefore left without a formal outcome, prompting her referral to this Service in November 2024.
27. Overall, the evidence shows that the landlord’s complaint handling fell significantly below the standards set out in its Housing Feedback Policy. While the Stage 1 response met the required timescale and included some relevant information, the landlord did not address key elements of the resident’s complaint, did not respond to her request for compensation, and did not engage with the prolonged delays or worsening internal damage she reported. Most significantly, the landlord failed to acknowledge or act on the resident’s clear request to escalate her complaint, instead issuing correspondence about an unrelated matter and leaving the roof leak complaint without any Stage 2 investigation or formal outcome. This represents a fundamental breakdown in the complaints process and the fulfilment of its core purpose; to deliver a resolution. Of concern is that no redress has been seen to have been offered to the resident. Given the seriousness, duration, and impact of these failings, there was maladministration in the landlord’s complaints handling.

 

Learning

Knowledge and information management (record keeping)

28. Record keeping standards in this case were inadequate. Missing records or the management of held records prevented the landlord from demonstrating timely action or providing a comprehensive complaint response. In this case these failings are likely to have been a factor in the inappropriate cessation of repairing efforts.

Communication

29. Clearer communication processes are needed to ensure residents receive timely updates and escalation requests are actioned.

Other Learning Points

Complaint handling practice

30. Improved oversight is required to ensure that all issues raised are addressed and complaints progress through the correct stages and are not conflated with other complaint responses.

Repair management and follow‑on actions

31. Better oversight is needed for known urgent or repeated repair reports to ensure they remain live and timely, coordinated actions are delivered until effective resolution.