Hackney Council
202225651 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of window repairs and its complaint handling, ordering £800 total compensation, inclusive of £400 previously offered.
Local authority / ALMO / TMO
Hackney Council
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.
Key statistics
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Outcome breakdown
Count of outcomes reached across complaint heads in 35 published decisions.
- No maladministration 11
- Reasonable redress 6
- Service failure 9
- Maladministration 13
- Severe maladministration 6
- Mediation / settlement 1
- Outside jurisdiction 7
Hackney Council's maladministration rate (57%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
Decisions (35)
All landlordsHackney Council
202117182 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for its prolonged failure to address damp and mould over several years, maladministration for taking 16 months to resolve a leaking WC, and maladministration for…
Severe maladministration Maladministration damp and mould leak water ingress repairs delay complaint handling delay
Hackney Council
202212255 Local authority / ALMO / TMO
Maladministration for repair handling (leaks, hole in wall, damp/mould) and complaint handling. Avoidable delays over 2 years, poor record-keeping, delayed stage 2 response. Landlord ordered to pay £6,178.07 total…
Maladministration Outside jurisdiction damp and mould leak water ingress repairs delay complaint handling delay
Hackney Council
202234674 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's damp, mould and ongoing leaks reports — it delayed inspections twice and delayed offering suitable alternative temporary…
Severe maladministration Maladministration damp and mould leak water ingress repairs delay inspection delay
Hackney Council
202210294 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's repairs, as it acted reasonably by suspending works to investigate an ASB allegation. However, maladministration was found in the…
No maladministration Maladministration repairs delay complaint handling delay asb communication failure
Hackney Council
202200858 Local authority / ALMO / TMO
Severe maladministration for five-year failure to repair unsafe windows, rotten balcony door, and uneven kitchen floor affecting a disabled child. Maladministration for poor transfer application handling (lost due to…
Hackney Council
202213194 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of repairs to a leaseholder's bedroom window, with over two years of delays, poor communication, failure to authorise a contractor quote, and…
Severe maladministration Maladministration repairs delay damp and mould leak water ingress complaint handling delay
Hackney Council
202112672 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of the property condition on letting, leaking gutters and associated damp and mould, heating repairs, and complaint handling. Maladministration…
Severe maladministration Maladministration Outside jurisdiction damp and mould leak water ingress repairs delay complaint handling delay
Hackney Council
202216179 Local authority / ALMO / TMO
The Ombudsman found service failure by Hackney Council in its handling of repairs to the resident's toilet. The landlord initially responded appropriately but there were delays including a missed appointment, the repair…
Hackney Council
202205379 Local authority / ALMO / TMO
The Ombudsman found service failure by Hackney Council in its handling of a resident's request for repairs to a toilet seat. Although the landlord had no legal obligation to repair the standard toilet seat, it created…
Hackney Council
202204992 Local authority / ALMO / TMO
The Ombudsman found service failure for the landlord's handling of missed appointments and operative conduct, maladministration for its handling of repairs (including delays, poor record-keeping, and failure to consider…
Service failure Maladministration Severe maladministration leak water ingress repairs delay complaint handling delay missed appointments
Hackney Council
202210348 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the landlord's handling of water overcharging concerns was outside its jurisdiction, as it concerned the level of service charges, which cannot be considered under…
Hackney Council
202113360 Local authority / ALMO / TMO
Maladministration by Hackney Council for poor record keeping, failing to handle a disrepair complaint properly (treating it as a legal matter, delaying response 8+ months), and ignoring racial discrimination…
Hackney Council
202115939 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a roof leak that took approximately 20 months to resolve, and for its complaint handling. The landlord failed to communicate with the resident,…
Maladministration Maladministration leak water ingress repairs delay complaint handling delay roof repair
Hackney Council
202119792 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision not to award a statutory home loss payment, because the resident's move was voluntary (via the housing register on medical/overcrowding grounds) rather…
Hackney Council
202119031 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of a leak into the resident's leasehold property, as it attended promptly, made safe, and remedied the leak within a reasonable timeframe.…
No maladministration Reasonable redress leak water ingress complaint handling delay ceiling collapse
Hackney Council
202203358 Local authority / ALMO / TMO
The Ombudsman found service failure by Hackney Council for not creating an ASB action plan with the resident and failing to provide agreed updates, though its other ASB actions were reasonable. The landlord's complaint…
Service failure Reasonable redress anti social behaviour complaint handling delay action plan failure communication failure
Hackney Council
202106699 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hackney Council in its handling of the resident's reports of noise nuisance. The landlord acted reasonably by requesting diary evidence, writing to the neighbour, and…
Hackney Council
202200110 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the council's assessment of housing needs and its bidding process is outside its jurisdiction, as these are local authority functions properly falling within the…
Hackney Council
202118205 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's report of a leak from the flat above. It took 31 working days to repair the leak (exceeding its 21-day policy), failed to assess the…
Hackney Council
202104301 Local authority / ALMO / TMO
The landlord was found to have service failure for significant delays in repairing the resident's boiler, including mislaying paperwork and failing to attend within emergency timescales on two occasions. The Ombudsman…
Hackney Council
202103426 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise transference from a neighbouring property. While the landlord could have done more, its explanation for not…
Hackney Council
202008118 Local authority / ALMO / TMO
The Ombudsman found that the landlord's handling of two leaks (one from the bathroom, one from a neighbouring leasehold property) involved significant delays and poor communication over a nine-month period. However, the…
Hackney Council
202102440 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for delays to redecoration following a leak (the landlord's £300 offer was adequate), service failure for delays in addressing asbestos concerns, no maladministration regarding the…
Reasonable redress Service failure No maladministration leak water ingress asbestos repairs delay complaint handling delay
Hackney Council
202100876 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's service charge queries, given the exceptional circumstances of a cyberattack that severely disrupted services. However, there was…
No maladministration Service failure service charge information request complaint handling delay cyberattack
Hackney Council
202013813 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to damp and mould reports from October 2020, as it acknowledged failings, compensated, and progressed works despite Covid-19 and cyber-attack delays.…
Hackney Council
202005813 Local authority / ALMO / TMO
The landlord was found to have a service failure for its poor communication with the resident regarding cancellation of a door repair and a five-month delay in explaining the conditions under which it would carry out…
Hackney Council
202102201 Local authority / ALMO / TMO
The Ombudsman found that the landlord delayed almost six months in repairing a bathroom fan and four months in responding to the initial complaint, partly due to a cyber-attack. However, the landlord's apology,…
Hackney Council
202000552 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hackney Council in its handling of the resident's reports of antisocial behaviour (neighbour disputes and noise) and its handling of the resident's request to be rehoused. The…
Hackney Council
202006581 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hackney Council in its handling of a resident's reports of noise nuisance and anti-social behaviour from a neighbour. The landlord had investigated extensively over many years…
Hackney Council
202003776 Local authority / ALMO / TMO
The Ombudsman determined that both complaints were outside its jurisdiction: the pet permission issue (from 2016) was raised too late and the complaints process was not exhausted; the garage rental issue (from 2018)…
Hackney Council
202007522 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction: the complaint about major works from 2014 was raised too late (paragraph 39(e)), and the dispute about liability for recharging is better suited for…
Hackney Council
202005077 Local authority / ALMO / TMO
The resident complained about the landlord's handling of repairs to heating and hot water. Following Ombudsman intervention, the landlord increased its compensation offer to £500 and carried out repairs, which the…
Hackney Council
202005750 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hackney Council in its handling of a resident's reports about unauthorised items stored in communal areas. The landlord acted in line with its tenancy conditions, used a…
Hackney Council
202004968 Local authority / ALMO / TMO
The Ombudsman determined that both complaints were outside its jurisdiction because they sought to raise again matters already decided in a previous complaint (201703415), which had been through the full dispute…
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