Further investigation reports

7 October 2025 

We have released our further investigation report into Lewisham Council. This follows serious concerns about the way it manages hazards and handles complaints about repairs.   

Our investigation found issues across multiple areas. This includes:  

• hazards  
• communication with and attitude towards, resident  
• contract management  
• knowledge and information management   
• system failures 

Published 22 May 2025

We have published a further investigation report into Hackney Council.  

The investigation identified issues in several areas, including its knowledge and information management, risk assessment and prioritisation and its response to vulnerable residents.  

There were also issues with the scrutiny and oversight of complaints, with performance data not being used effectively to inform policy and practice improvements.     

Published 05 December 2024

We have published a further investigation report into Hyde Housing Association, finding repeated failings in repairs, complaint handling and how it responded to residents’ enquiries about service charges. This has, on occasion, caused distress and inconvenience to residents with unreasonable delays to repairs, barriers to complaints and poor communication.

Published 28 November 2024

We launched a further investigation into Camden after the landlord had 10 findings of severe maladministration between 1 April 2023 and 16 October 2023 in cases involving repairs and/or complaint handling, which raised concerns over how the landlord operates and the services it provides.

Published 3 October 2024

We have released our further report into GreenSquareAccord, focusing on complaint handling, repairs, policy and compensation as areas in need for improvement.

Published 14 May 2024

In this report, the Ombudsman issued determinations on 77 cases, making 184 findings with a maladministration rate of 79%. Regarding complaint handling, the maladministration rate was 92%.

Published 20 February 2024

The landlord had 12 findings of severe maladministration between 1 April 2022 and 31 March 2023, in cases involving repairs and/or complaint handling, which raised concerns over how the landlord operates and the services it provides.

Published 11 January 2024

Our investigation into the London Borough of Lambeth was prompted after two residents had to seek the Ombudsman’s intervention more than once to resolve complaints that we had previously upheld. We found a lack of consistency in various aspects of the landlord’s complaint handling.

Published 24 October 2023

Our investigation into Islington Council was prompted by analysis we carried out in December 2022 of cases relating to leaks, damp and mould. We found a high rate of maladministration for these cases.

Published 27 July 2023

Our wider investigation was prompted by concerns we had over the landlord’s handling of complaints and disrepair, in particular from vulnerable residents, following an analysis of cases with the Ombudsman in December 2022.

Published 4 July 2023

Our wider investigation was prompted by concerns from our casebook about the landlord’s approach to leaks, damp and mould. We upheld more than three-quarters of cases determined since 1 April 2021 where leaks, damp and mould formed part of the investigation.

Published 28 March 2023

Our investigation was prompted by the inquest into Awaab Ishak’s death from prolonged exposure to mould and our review of Rochdale Boroughwide Housing’s open complaints.

Published 13 March 2023

During a 6-month monitoring period, we made 31 findings and found maladministration (including service failure and severe maladministration) in 28 of the cases. Overall, this represents a maladministration rate of 90%.

Published 17 January 2023

We identified 14 cases that fell within the scope of this investigation during a 6-month monitoring period. All of these complaints concerned the landlord’s handling of repairs and the subsequent complaint and compensation process.

Published 10 October 2022

Over a 6-month period we determined 13 cases that included issues such as damp and mould and pest control and they are the basis for this report.

Published 1 February 2022

We issued 9 formal determinations to the landlord in November 2021 with several cases sharing the same complaint categories. Overall, the investigations covered 31 aspects of complaint covering a range of issues.