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 58 published decisions.
City of Westminster Council's maladministration rate (76%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202528228 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of repairs to the lift at the resident's block of flats, due to delays, ineffective communication, and failure to investigate conflicting information. There was…
202453314 Local authority / ALMO / TMO
Maladministration was found for the landlord's handling of the resident's persistent damp and mould reports, as it repeatedly carried out mould washes and surveys but failed to identify and remediate the underlying…
202528849 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's reports of mice and cockroaches due to significant delays in completing proofing works and poor communication and oversight of contractors.…
202518190 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs due to delays, poor communication and record keeping, and ordered £874 compensation plus reimbursement of expenses. No…
202524395 Local authority / ALMO / TMO
The landlord prematurely closed a leak repair after failing to gain access, causing distress and inconvenience to the resident. The Ombudsman found service failure and ordered £50 compensation, though it upheld the…
202526514 Local authority / ALMO / TMO
Maladministration in repairs handling due to repeated unexplained delays, poor record-keeping and communication. Service failure in handling of connection points request due to delayed decision and no aids/adaptations…
202405157 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of defects in a new build property, due to unreasonable delays and failure to monitor the developer's completion of works. The…
202414277 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of recurring roof leaks and its complaint handling. The landlord significantly delayed repairs over several years but…
202425390 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's requests for reasonable adjustments (failing to record specific adjustments for his learning disability and autism) and in its complaint…
202421817 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of bathroom repairs due to unreasonable delays, poor record keeping and communication. There was service failure in the landlord's handling of the complaint. The…
202409039 Local authority / ALMO / TMO
The landlord's handling of repairs to the hot water supply was outside the Ombudsman's jurisdiction because the matter was subject to legal proceedings. However, there was service failure in the landlord's complaint…
202415342 Local authority / ALMO / TMO
The landlord applied an incorrect heating and hot water charge due to a system error, then corrected it and refunded surplus charges. The Ombudsman found the landlord provided reasonable redress for both the handling of…
202348018 Local authority / ALMO / TMO
The landlord was found responsible for service failure in its response to reports of repairs and damp and mould, as it failed to resolve a roof leak within its own 3-day standard, taking around 18 weeks, and did not…
202409414 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's bedroom, bathroom and kitchen, which took over a year to complete with numerous delays, missed appointments and poor…
202336425 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the kitchen and boiler, and maladministration in its complaint handling. The landlord failed to complete repairs in line with its policy,…
202517680 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to recurring plumbing and sewage issues and associated repairs, service failure in its handling of the temporary move due to poor record keeping, and…
202500735 Local authority / ALMO / TMO
The landlord did not take adequate or proactive action to pursue the freeholder to complete the necessary repairs, so water ingress into the property remained unresolved for a prolonged period; it also delayed its…
202428943 Local authority / ALMO / TMO
The landlord's contractor damaged the resident's kitchen floor and the landlord delayed replacing it for almost 6 months beyond its routine repairs timescale, failing to attend promptly when the temporary flooring was…
202452017 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's ASB reports and concerns, as there was no compelling evidence of ASB-related failures and the landlord followed its procedures. It…
202424032 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or the neighbour's counter allegations, as it acted promptly, adopted a multi-agency approach and based enforcement on…
202501439 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of multiple pest infestations, damp and mould, and ASB in the resident's block, including delays, failure to follow its own policies, and failure to put…
202334579 Local authority / ALMO / TMO
The complaint concerned the landlord's response to a resident's reports about a neighbour incorrectly disposing of refuse, and its handling of the complaint. The Ombudsman found reasonable redress in the landlord's…
202334157 Local authority / ALMO / TMO
The resident was left without heating or hot water after her leaking boiler was isolated, and complained about the landlord's response and its complaint handling. The Ombudsman found reasonable redress on both heads:…
202427875 Local authority / ALMO / TMO
Severe maladministration was found in the landlord's handling of the resident's reports of a faulty Economy 7 system, which left the household without reliable heating for over 18 months and in fuel poverty. The…
202437516 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of intermittent leaks from the flat above, due to failure to act within its repairs timescales, periods of inaction, poor communication and a failure to…
202413337 Local authority / ALMO / TMO
The Ombudsman found the landlord offered redress that satisfactorily resolved the resident's complaint about its handling of repairs and of the complaint. Repairs to the kitchen taps and radiator were largely within…
202346824 Local authority / ALMO / TMO
The Ombudsman found the landlord's £150 offer was reasonable redress for its handling of a repair to the property's communal intercom system, but found service failure in its handling of the associated complaint. It…
202440866 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing delayed inspection and mould wash, poor record keeping, no agreed action plan, and a failure to…
202432593 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident leaseholder's reports of damp and mould and associated repairs, due to significant delays, poor communication, poor record keeping, and…
202331610 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of repairs (a prolonged delay addressing an odour) and in its complaints handling, both backed by compensation it had already offered. It found no…
202422404 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of leaks, damp and mould, and service failure in its complaint handling. The landlord had poor oversight of the works, failed to consider…
202422062 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for a parking space and the allocation of spaces: it failed to follow its own parking policy, gave incorrect information about…
202444089 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's home (delays, lack of oversight, poor communication about what it had agreed to do) and maladministration in its complaint…
202442543 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's pest (rat and mouse) reports — it repeatedly failed to act in line with its pest control and repairs policies and did not complete…
202310682 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of a leak into the property (water penetrating the ceiling from external pipes blocked by pigeon excrement) and pest control. Following the Ombudsman's intervention, the…
202433464 Local authority / ALMO / TMO
The Ombudsman found failings in the landlord's handling of the resident's reports of a blocked downpipe causing water ingress, including delays erecting scaffolding and completing the repair and a delay in its stage 2…
202435052 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's balcony door and bathroom window, which had still not been completed at the date of the report despite repeated assurances.…
202420039 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to the bathroom and kitchen (including contractor conduct), the windows, and two electrical sockets, but reasonable…
202405147 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of intermittent heating and hot water issues (which it failed to resolve for over a year), in its complaint handling (delays and…
202226345 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of bed bug reports and a level access shower request, no maladministration on safety checks, and service failure in complaint handling, based on the…
202423148 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a blocked toilet and waste back-surging into the resident's bath, service failure in its handling of the resident's request to move, and…
202327330 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of bathroom works between May 2023 and May 2024, and in its handling of the resident's complaints. It ordered the landlord to apologise, pay £950…
202323261 Local authority / ALMO / TMO
The Ombudsman found the personal injury aspect outside jurisdiction (better dealt with via the courts), and no maladministration in the landlord's handling of reports of repairs, damp and mould, and the reported delay…
202437891 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a persistent roof leak and damp and mould. There were unreasonable delays in establishing the root cause and completing repairs, an overall lack of…
202420114 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to a leak into a leaseholder's property. The landlord failed to complete the repair for 12 months, provided poor communication and incorrect information,…
202417749 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to a blocked soil stack pipe and associated leaks, which took almost four months to resolve, and maladministration in its failure to record the…
202323288 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of both the resident's report of a leak into the property and the report of faulty lighting. It identified additional failings beyond those the landlord…
202305067 Local authority / ALMO / TMO
The Ombudsman found Westminster City Council provided reasonable redress for its handling of repairs (delays to a toilet leak, a living room radiator and low water pressure) and for its handling of the associated…
202318036 Local authority / ALMO / TMO
The Ombudsman found maladministration in the local authority landlord's response to a leaseholder's reports of water ingress. It failed to adequately investigate the source of the leak, had extensive delays in repairing…
202418222 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould caused by poor ventilation, which it took over two years to address despite knowing the communal system needed cleaning from late 2021,…
202301766 Local authority / ALMO / TMO
The Ombudsman found the resident's rehousing request fell outside its jurisdiction (for the LGSCO), that there was reasonable redress in the landlord's response to reports about repairs, damage to belongings and…
202339729 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's management of works to address blockages in the communal drains: nearly two years after the initial report the repairs remained outstanding, with a lack of…
202404101 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, citing severe delays in diagnosing and repairing the leak, failure to properly investigate, failure to…
202224975 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of ASB reports about a neighbour, but found reasonable redress had already been offered (£790 total) for delayed repairs after a leak and for complaint…
202400657 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports about a broken window and extractor fan, citing repair delays, poor communication and weaknesses in its repair records, and…
202310687 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a resident's reports of leaks from an upstairs flat — it failed to contact the upstairs neighbour to request access, causing an unreasonable delay of…
202229076 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating or hot water and her request for an electric boiler linked to her disabilities, and in its complaint handling,…
202223576 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's property, including a leak, subsequent remedial works, window repairs, bath panel replacement, and pest issues, due to…
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