Local authority / ALMO / TMO
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 62 published decisions.
Bristol City Council's maladministration rate (74%) is broadly in line with the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202412811 Local authority / ALMO / TMO
The landlord provided reasonable redress for its handling of the report of a leak, having acknowledged repair delays and offered appropriate compensation. However, maladministration was found in the landlord's complaint…
202451973 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of water ingress repairs and an associated move to alternative accommodation, due to a lack of proactive monitoring, timely action, and effective…
202331899 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's concerns about staff conduct and in its handling of the associated complaint. The landlord responded reasonably to most aspects of the staff conduct…
202401641 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of ASB reports, service failure in its handling of rehousing requests and the complaint, and no maladministration regarding discrimination reports. The…
202402691 Local authority / ALMO / TMO
No maladministration was found in the landlord's handling of the resident's reports of damp and mould, as it acted in accordance with its damp and mould policy and offered reasonable steps to manage condensation.…
202324241 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of assault — it could not show it acted in line with its ASB policy and communicated poorly — and service failure in its…
202332077 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports about the condition of the neighbour's overgrown garden, due to unreasonable delays, failure to follow its ASB policy, closing the case without…
202441157 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a defective patio door, which was delayed significantly and failed to comply with its repairs policy timescales, and in its…
202432248 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of prolonged damp and mould and ventilation repair delays and in its complaint handling. It ordered the landlord to pay £375 (£300 for repair delays and £75…
202340773 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's property (chimney plate, air brick, drainage and fence) due to significant and prolonged delays, and maladministration in its…
202222940 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of damp and mould repairs, given extensive works completed and delays largely caused by the resident refusing access, but found service failure in its…
202414359 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's notice to quit: it failed to take account of his known vulnerabilities, missed multiple opportunities to contact him, and…
202415249 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request for cavity wall insulation and reports of associated damp, and maladministration in the landlord's complaint handling. The…
202339195 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's succession to the tenancy (unreasonably long, inappropriate explanation, lack of empathy) and in its handling of the associated rent…
202331720 Local authority / ALMO / TMO
The landlord failed to respond to the resident's repeated requests for information about his heating and hot water charges, gave incorrect information about his payments on two occasions and never explained how his…
202447805 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's ASB reports. From February 2024 the landlord failed to follow its own ASB policy — no risk assessment or action plan, poor and…
202440707 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of leaks, damp and mould and associated repairs: it failed to investigate the causes of the damp and mould, carried out…
202421459 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, its complaint handling, and its record keeping. The landlord failed to progress repairs for around a year…
202431904 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould in her bedroom and associated repairs (including a window), and in its handling of the associated complaint.…
202441973 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request to remove a tree beyond her garden fence, as it expected her to maintain a tree she had no reasonable access to, and ordered £100…
202309059 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a broken driveway (delay in progressing repairs, failure to keep her updated, and failure to re-secure the area when…
202230738 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to a reported gas leak, recommending it pay the £100 previously offered in its final complaint response.
202414595 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for its handling of the resident losing access to informal parking at the rear of her home, given there were no allocated parking rights but there were gaps in…
202339015 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of repairs and the resident's asbestos concerns: repairs were significantly delayed, the landlord failed to act on the resident's December 2023…
202309819 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB), including comments made by a staff member and a request for the landlord to fund CCTV. The Ombudsman found no…
202307720 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request for information about her energy usage and billing (the guidance it provided was technical and unclear and it delayed giving…
202218653 Local authority / ALMO / TMO
Maladministration for failing to follow decant policy before adaptation works and for poor handling of window repairs reported in 2018. Service failure for complaint handling delays. Adaptations complaint outside…
202336708 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about fly-tipping in the garden, and service failure in its handling of the resident's request to access the property following…
202233143 Local authority / ALMO / TMO
The resident complained about the landlord's handling of her anti-social behaviour (noise and cannabis-smell) reports and its refusal of a mutual exchange because of rent arrears. The Ombudsman found no…
202305872 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of leaks into his property, and maladministration in its handling of the complaint. The landlord failed to keep robust records,…
202308534 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a crack, damp and mould in the bedroom, kitchen and bathroom repairs, the window handle/security repair, the resident's safety concerns, and…
202309131 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports: it did not complete appropriate risk assessments, delayed installing sound equipment, failed to support the resident…
202203631 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repeated flooding reports and in its complaint handling. The landlord attended emergency call-outs promptly but failed to follow up on repairs, did not…
202209171 Local authority / ALMO / TMO
The Ombudsman found maladministration by Bristol City Council for delays and failures in investigating the resident's reports of antisocial behaviour, including not following its own ASB policy, and for poor complaint…
202210537 Local authority / ALMO / TMO
The Ombudsman found service failure by Bristol City Council for poor communication with a leaseholder about parking restrictions in the designated car park, and for failing to address the leaseholder's complaint about…
202118413 Local authority / ALMO / TMO
Severe maladministration for the landlord's handling of ASB reports: it failed to investigate independently, over-relied on police, did no risk assessments, ignored vulnerabilities and evidence, and offered no support,…
202218917 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, due to failures to consider vulnerabilities, carry out a risk assessment, and respond promptly to escalating reports. No…
202226249 Local authority / ALMO / TMO
The Ombudsman found maladministration in how the landlord handled reports of antisocial behaviour and noise nuisance, ordering £750 compensation and legal review of the evidence.
202217447 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council regarding its decision not to replace the resident's kitchen. The landlord followed its policy, having replaced the kitchen in 2008 with a 20-year…
202100119 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour. The landlord investigated each report proportionately, worked with the Police, offered mediation,…
202015210 Local authority / ALMO / TMO
The Ombudsman found maladministration by Bristol City Council for its handling of ASB reports and repair issues (heating, damp and mould), and service failure for its handling of a mutual exchange application and…
202211056 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council in its handling of a resident's reports of antisocial behaviour and noise nuisance from a neighbour. The landlord investigated appropriately, provided…
202003586 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council in its handling of the resident's reports about a neighbour installing sheds against a garden wall. The landlord inspected the property, required the…
202107993 Local authority / ALMO / TMO
The Ombudsman found maladministration by Bristol City Council in its handling of a leaseholder's reports of anti-social behaviour and noise nuisance from a neighbour. The landlord failed to properly investigate ASB…
202120397 Local authority / ALMO / TMO
The Ombudsman found maladministration by Bristol City Council for its handling of a resident's reports about the poor condition of a neighbour's garden. The landlord acknowledged delays, poor communication and inaction,…
202117653 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of repairs to drainage, driveway and path, and no maladministration in its handling of contractor damage to the garden. Two issues (wire fence removal…
202111004 Local authority / ALMO / TMO
The Ombudsman found service failure because the landlord did not respond to the resident's emails of 17 May 2021 about communal cleaning issues, instead replying only to a Councillor. The landlord was ordered to pay £50…
202127683 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its response to the resident's request for reimbursement of a private contractor's costs for repairing a faulty communal TV aerial. The landlord repaired the…
202122845 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council in its response to the resident's reports that her gas boiler was unsafe and its decision not to replace it. The landlord met its gas safety obligations,…
202110757 Local authority / ALMO / TMO
The Ombudsman found a service failure regarding the landlord's communication error about bathroom repairs at the start of the tenancy (incorrectly stating a conversion would happen, then correcting it without redress).…
202110758 Local authority / ALMO / TMO
The landlord was found to have a service failure for using the word 'harassing' in an email to residents without supporting evidence, but the landlord's apology for a factual inaccuracy in a separate email…
202101833 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council in its response to the resident's reports of antisocial behaviour by a neighbour. The landlord took reasonable and proportionate steps including…
202101013 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's service failure regarding its response to the resident's concerns about a leaking wet room and its incorrect advice that a bath had been installed. The…
202012780 Local authority / ALMO / TMO
The Ombudsman determined that the complaint was outside its jurisdiction because the complainant is a private owner-occupier with no landlord/tenant relationship with Bristol City Council, and therefore does not meet…
202010485 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its delay in completing agreed lean-to reinstatement works (August 2018 to December 2019), having apologised and offered £400 compensation. However,…
202107726 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council in its handling of the resident's reports of noise nuisance from a neighbour. The landlord took reasonable steps to investigate using diary sheets, noise…
202012416 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports about a neighbour's garden (reasonable delays due to COVID-19) or about a telephone call with a staff member. However, service failure was…
202009132 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's complaint handling due to long delays and omissions; service failure in the handling of a boiler replacement (7-month delay) and response to mould/ventilation…
201915801 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about CCTV camera functionality, as the landlord acted promptly and provided reasonable explanations about how the cameras…
202008981 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Bristol City Council regarding its response to the resident's reports of anti-social behaviour (noise from a neighbour), its refusal to install soundproofing, and its…
201914973 Local authority / ALMO / TMO
The Ombudsman found service failure on three complaint heads: the landlord's redress for delays in completing major works (decant lasting 32 weeks instead of 6-12) was not proportionate; its response to carpet damage…
202000545 Local authority / ALMO / TMO
The Ombudsman found service failure by Bristol City Council for unreasonably delaying its response to the resident's reports of outstanding work following a sub-standard kitchen replacement. However, the landlord's…
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