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 14 published decisions.
Crawley Borough Council's maladministration rate (57%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202342908 Local authority / ALMO / TMO
The landlord significantly delayed responding to the leaseholder's reports of repairs (damp, mould and cracking) and in arranging the section 20 consultation, with over a year passing before it provided the estimated…
202426918 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of a secure tenant's request for permission to store and charge a mobility scooter. The Ombudsman found reasonable redress: the landlord was unreasonable in the delay and…
202329723 Local authority / ALMO / TMO
The landlord took around 18 months to complete repairs to an uneven communal pavement and drain, with unreasonable delays in obtaining quotes, issuing the section 20 notice and carrying out a post-inspection, amounting…
202309971 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's claims of disability discrimination and service failure in its complaint handling, ordering £350 compensation; the handling of concerns…
202201018 Local authority / ALMO / TMO
The Ombudsman found no maladministration for the landlord's response to reports of leaks, but maladministration for its handling of associated repair work from leaks (29-month delay on woodwork, 17-month delay on…
202201938 Local authority / ALMO / TMO
The landlord acknowledged it failed to apply a sensitive let to the resident's upstairs property due to an administrative error, apologised and offered £100 compensation, which the Ombudsman found to be reasonable…
202200784 Local authority / ALMO / TMO
The landlord was found to have maladministration for significant delays (over 7 months for an extractor fan repair and over a year for ceiling plastering) and poor communication regarding bathroom repairs. Service…
202113941 Local authority / ALMO / TMO
The landlord initially told the resident it would waive recharge costs after a flood caused by her cat, but then recharged her £2,499. The Ombudsman found the landlord acknowledged its poor communication, apologised,…
202103813 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance and sound transference. The landlord acted appropriately on ASB issues, kept the resident informed, and…
202016326 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Crawley Borough Council in its response to the resident's request for compensation for damage to her laptop following electrical work. The landlord investigated the complaint,…
202006821 Local authority / ALMO / TMO
The Ombudsman found service failure by Crawley Borough Council for failing to contact the resident in a timely manner about a rent shortfall, leaving the resident unaware of arrears for over a year. The landlord was…
202012035 Local authority / ALMO / TMO
The Ombudsman found that the landlord's £200 compensation offer for poor quality kitchen and bathroom works and a 5-week delay was reasonable redress. However, the landlord's complaint handling was a service failure…
202003168 Local authority / ALMO / TMO
The Ombudsman determined that both elements of the complaint — the resident's liability to pay service charges for porch roof repairs and the standard of the major works carried out — are outside its jurisdiction, as…
201913362 Local authority / ALMO / TMO
The Ombudsman found service failure by Crawley Borough Council in its handling of a resident's reports of a defective smoke alarm (causing distress and safety concerns over 20+ days) and concerns about gas…
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