Islington Council

The Housing Ombudsman investigates complaints about social landlords. It calls failures “maladministration”, or “severe maladministration” for the most serious cases.

The 2024-25 performance report. Islington's maladministration rate was 74.6% — 144 of 193 findings — against a national rate of 71% and 80% for comparable landlords. Twelve findings were severe maladministration, mostly for property condition. The report records £80,165 in compensation and no complaint handling failure orders. The previous year's rate was 82%.^[2]

The October 2023 special report. This earlier investigation covered 89 findings across 30 determinations. Severe maladministration accounted for 24.7% of findings, against a national average of 6.7%.^[5] Ombudsman Richard Blakeway said “the way in which the same issues recur indicates failure to learn from complaints”.^[5] The council accepted the findings and committed to an expanded improvement plan.^[5]

“The way in which the same issues recur indicates failure to learn from complaints.”^[5]

Housing Ombudsman Service, Special report on Islington Council (24 October 2023)

One resident's case. In case 202122382, the Ombudsman described “stress and health issues for the resident and her children” following delays to damp and mould repairs. After the council offered £100, the Ombudsman ordered over £5,000, an apology and an independent damp inspection. The council accepted that an inspection had found damp and mould, and attributed delays to the pandemic and a contractor change. The Ombudsman also ordered a senior management review of the repairs failures.^[6]

“The Ombudsman found severe maladministration for Islington Council (202122382) after the resident experienced significant issues with their landlord, primarily regarding the handling of repairs and damp and mould in the property.”^[6]

Housing Ombudsman Service, Learning from severe maladministration (October 2024) (16 October 2024, 202122382)

The council's response. Its annual complaints report acknowledged missed response deadlines and shortcomings in its complaints system. It reported a specialist damp, mould and leaks team, humidity monitors, and an NHS referral route to prioritise inspections.^[8] Its business plan allocated one-off damp and mould funding of £1.7 million in 2024/25 and £1 million in 2025/26.^[9]

Islington's consumer grade is C3. In its judgement of 13 May 2026, the Regulator of Social Housing found “serious failings” in the council's delivery of the Safety and Quality Standard. It required significant improvement. The regulator also recorded that the council was engaging constructively and taking action, and took no enforcement action at that stage.^[1]

The regulator checks whether social landlords meet standards for safe, decent homes. Its consumer grades run from C1 (the strongest) to C4.^[1]

What the inspection found. Most stock surveys were more than ten years old, and only about 13% of homes had been surveyed. The programme was not due to finish until the end of 2028. The regulator could not gain assurance that homes met the Decent Homes Standard, the government's minimum standard for social housing.^[1]

Internal audits gave limited assurance about the accuracy of lift, asbestos and fire-safety information. More than 1,000 lift remedial actions were overdue, up to 500 for over a year; these were described as not safety-critical.^[1]

The council's figures. Its business plan estimated that fewer than 5% of homes failed the Decent Homes Standard, using ageing survey data.^[9] Its later 2025/26 management figures put the rate at 9.2%.^[3]

No separate regulatory notice. When last checked, the regulator's publications page listed only the May 2026 grading, with no separate enforcement publication. Grades may change after further review.^[10]

Whatever a landlord's track record, its legal duties are the same — and they are strong.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Islington Council must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every council tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, including councils, to investigate and fix emergency hazards and dangerous damp and mould, and Islington's repairs policy commits to meeting them. The disrepair page sets out those timescales and what they mean for you.^[11][14]

Safety and complaints. The council must also meet its gas, electrical and fire-safety duties, and handle complaints under the Housing Ombudsman's Complaint Handling Code. Where a repair is not done, the disrepair page explains how to complain and escalate.