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 162 published decisions.
Hammersmith and Fulham Council's maladministration rate (77%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202333680 Local authority / ALMO / TMO
A leaseholder challenged the landlord's decision to replace the windows as part of major works and the level of the window replacement cost charged through the service charge. The Ombudsman found no maladministration in…
202318263 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports that bins were not placed in the correct area and that the bin area was not properly maintained, plus its complaint handling. The Ombudsman found no…
202309170 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of outstanding repairs to an external gate, having failed to give a clear explanation sooner that the gate post was removable. It…
202332670 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to the kitchen and bathroom (delays, a poor repair, multiple missed appointments, poor record keeping, and failure to fully address the…
202229997 Local authority / ALMO / TMO
The Ombudsman found the landlord's offer of £5,725 compensation and remedial actions amounted to reasonable redress for delays in fixing a leak and replacing windows, despite an 18-month delay in completing the window…
202409992 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour and in its record keeping, and no maladministration in the associated complaint handling. It ordered a written apology,…
202329196 Local authority / ALMO / TMO
The complaint concerned repairs to a cracked banister at the resident's property. The Ombudsman found the landlord's offer of £525 compensation, made before investigation, satisfactorily resolved the complaint about its…
202407684 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reported roof and kitchen light repairs — the roof leak went unresolved between 2021 and 2023 and the landlord failed to demonstrate it…
202212168 Local authority / ALMO / TMO
The Ombudsman found that the landlord provided reasonable redress for its handling of reported leaks and bathroom repairs over nearly 3 years, and for its complaint handling failures. The landlord offered £6,917 in…
202345481 Local authority / ALMO / TMO
The landlord failed over a prolonged period to carry out damp and mould and window repairs within its policy timescales or any reasonable time, despite knowing the household included asthmatic members; the Ombudsman…
202317776 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to carry out fencing repairs: after its final complaint response the landlord failed to complete the works within its…
202402102 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's window and the subsequent damp and mould. There were significant delays in identifying and completing window repairs (a blown…
202211706 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to the resident's report of antisocial behaviour, as it failed to follow its ASB policy, did not investigate fairly, and issued a tenancy warning without…
202339246 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the balcony door repair and its associated complaint handling amounted to reasonable redress, as the landlord's offer of £350 compensation (made during its complaint…
202303694 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of window repairs: repairs identified in April 2022 remained outstanding until April 2024, exceeding its repairs policy timescales by 92 weeks,…
202403025 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's damp and mould reports—it failed to inspect or treat the damp and mould it knew about since at least August 2023 and did not take…
202310579 Local authority / ALMO / TMO
The landlord completed the boiler repair within its policy timescales and offered reasonable redress at stage 1, but at stage 2 it failed to properly investigate the resident's increased fuel costs, and its stage 2…
202315550 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of several repairs including damp and mould (failure to act or inspect for months, failure to follow its damp and mould process, and failure to address…
202337655 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of multiple outstanding repairs (a recurring blocked drain, and window and door replacement) and the associated formal complaint. The Ombudsman found the…
202322547 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's noise and antisocial behaviour (ASB) reports. The landlord was slow to open an ASB case, failed to follow its ASB policy, delayed…
202346699 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's concerns about damp and mould. The Ombudsman found the landlord had offered redress (a £375 payment) which, in its opinion, resolved the complaint, while…
202302176 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a broken front door lock, due to unreasonable delay in reporting the fault to its developer, poor communication, and failure to arrange prompt…
202339926 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's son's request to be added to the tenancy (it failed to respond to medical evidence it had requested) and in its handling of reported…
202311490 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the kitchen and bathroom, including delays, missed appointments, lack of oversight and failure to fully address the period without cooking…
202345601 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and her associated compensation request, citing poor co-ordination, avoidable repairs delays, lost records,…
202326350 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould (including her request to be decanted) and in its handling of her request to be rehoused, and reasonable…
202341757 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, as it failed to complete a full damp inspection, delayed remedial works to the external wall, and its compensation did not…
202336271 Local authority / ALMO / TMO
The Ombudsman found the resident's complaints about his rehousing request due to overcrowding and the pest control service fell outside its jurisdiction (for the LGSCO). On the handling of the mouse-proofing works, the…
202202336 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs, which took 93 weeks and involved poor communication, missed appointments, and ongoing water ingress. Maladministration was also found in the…
202234317 Local authority / ALMO / TMO
The landlord took too long to act on reports of draughts through the resident's window frames, failed to prioritise the repairs given the health conditions reported, and did not act on the resident's post-stage-2…
202231833 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to concerns about the condition of the property at the start of the tenancy — it failed to adequately respond to disrepair reports (radiator), failed to…
202230877 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of boiler repairs, which took around 3 months and 16 visits, noting the landlord only offered adequate compensation for the resident's living costs after…
202233336 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a lack of heating and hot water and of water ingress through the boiler when it rained. The landlord failed to consider the vulnerabilities…
202209327 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of boiler/heating repairs due to delays, poor communication, failure to consider the resident's vulnerability, and missed appointments. Service failure…
202305491 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's administration of the resident's rent account and the build-up of arrears. The landlord failed to notify the resident that his direct debit mandate had been…
202206797 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of noise nuisance relating to the resident's laminate flooring. The landlord acted appropriately by investigating, offering mediation, and…
202222877 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about damp and a leak fell outside its jurisdiction because the complainant was not the named tenant and had not obtained the named tenant's authorisation to bring the…
202232308 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports that her windows needed replacing due to disrepair, citing prolonged delays, poor record-keeping and mixed messages over…
202219131 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of a leak and water damage reported in January 2022, with repairs not completed until December 2023. The landlord failed to act with urgency,…
202303713 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's support and advice to the resident about rent arrears (delay in referring her to its welfare benefits team and failure to fully explain its service offer and the…
202221605 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's delayed handling of a leak and in its complaint handling, including a significant stage 2 delay and inadequate record keeping, ordering £1,200 compensation and…
202222739 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaking toilet repair that caused a flood, and service failure in complaint handling, ordering a total of £1,540.25 compensation, mostly reimbursing…
202224400 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about repairs and compensation was outside its jurisdiction because the matter had already been settled through legal proceedings, with the landlord paying £3,000 in damages.
202225426 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the installation of a bathroom fan and in its complaint handling, ordering an apology and £575 further compensation.
202227306 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of flooding and mould damage to the resident's shed due to internal confusion over responsibility and poor communication, ordering £580 total compensation,…
202229120 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of wet room repairs for a disabled resident, citing severe delays, missed appointments, no risk assessment and poor communication, and ordered it to…
202222418 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of asbestos, repairs, and complaint handling, ordering an in-person apology, £4,885 compensation, an independent asbestos review and a senior management…
202213272 Local authority / ALMO / TMO
The Ombudsman found maladministration for delays in fixing a leak, and severe maladministration for the landlord's handling of water damage repairs (13 months vs 8-10 weeks), the resident's decant (poor communication,…
202218030 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of subsidence repairs at the property, with delays of up to 14 months and poor communication causing prolonged distress to the resident and her disabled…
202203481 Local authority / ALMO / TMO
The Ombudsman found service failure by Hammersmith and Fulham Council regarding its response to a resident's request to change the bedroom classification of her property. The landlord failed to adequately explain its…
202213657 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to a leaseholder's balcony flooring, due to significant delays, poor contractor coordination, and communication failures from late 2021 with…
202211844 Local authority / ALMO / TMO
The landlord took over 8 months and 7 visits to repair flooring damaged by a water leak, falling well below its 20-working-day target. However, the landlord proactively chased its contractor, communicated with the…
202222638 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of multiple repairs following a bathroom leak, which took over two years and remained incomplete, ordering £1,300 total compensation; a related leak…
202211906 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's request for paving works and tree removal, which took nearly two years to complete (August 2021 to June 2023). The landlord failed to…
202221125 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's failure to communicate about and keep records of the removal and destruction of a resident's fire-damaged installations, and service failure in delayed complaint…
202128358 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of a bathroom leak and associated repairs, leaving the resident without a functioning bathroom for at least 11 months, with poor communication and…
202200510 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident had already issued court proceedings against the landlord regarding the same disrepair matter (sewage back surge).
202104647 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs following a disrepair settlement, due to poor communication, missed appointments, and inaccurate information. Maladministration was also found…
202207308 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of repairs to the resident's balcony (13-month delay in approving and completing works, poor record-keeping and communication) and front door (failure to…
202221764 Local authority / ALMO / TMO
The Ombudsman found maladministration in the level of compensation offered for a 91-week delay repairing windows and in the landlord's complaint handling, ordering £3,750 compensation in total and a senior management…
202109735 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council in its response to the resident's reports about ASB, flooring repairs, lift maintenance, other repair issues, compensation queries, and complaints…
202223539 Local authority / ALMO / TMO
The Ombudsman found failings in the landlord's management of rent, its handling of soundproofing/repairs and temporary rehousing, its response to a double glazing request, and its complaint handling, ordering an apology…
202120682 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for failing to itemise, photograph, or seek the resident's agreement before disposing of his belongings during a decant to treat a severe bed bug…
202211264 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for both the landlord's handling of bathroom repairs (taking nearly a year to complete, with missed appointments and poor contractor coordination, leaving a disabled resident…
202207336 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for its handling of a water leak (reported June 2021, resolved March 2023) and defective kitchen flooring (reported February 2022, completed April 2023), as well as for…
202117487 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to a collapsed bedroom ceiling, which took 19 months to complete, and for its complaint handling with significant delays at both stages. The Ombudsman…
202115349 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a leak from a stack pipe into a leaseholder's property, including a three-month delay in implementing a temporary fix, poor communication, and failure…
202107939 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for its delayed and poorly communicated response to a recurring roof leak affecting a leaseholder's property, and for its failure to provide timely evidence to insurers…
202016649 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports due to lengthy delays (over 2 years) in completing repairs, poor monitoring, and failure to communicate with the resident.…
202114211 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of water ingress repairs, with unreasonable delays (4 months for initial inspection, ongoing failures), poor communication, and insurance claim…
202213507 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for taking over two years to complete repairs following a roof leak, leaving the resident unable to use her living room. The Ombudsman also found service failure in…
202204283 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Hammersmith and Fulham Council for its handling of a resident's reports of damp and mould, including a seven-month delay in completing repairs, poor communication, and…
202102777 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of repairs to windows, loft insulation and kitchen repairs, and severe maladministration for its handling of the associated complaint. The…
202204800 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hammersmith and Fulham Council in its handling of a leaseholder's reports of noise transference from an upstairs neighbour. The landlord carried out inspections, sound tests,…
202121487 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £624.91 for a 19-month delay in completing bathroom repairs was reasonable redress. However, there was maladministration in how the landlord handled the resident's…
202123468 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to resolve a long-standing leak into the resident's property over several months, causing significant distress and inconvenience. Service failure was found…
202206970 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of repairs (delays to loft brickwork, bathroom window, toilet flooring, and stair balusters) as the landlord acknowledged failures, apologised, and…
202205510 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about communal cleaning, anti-social behaviour, or her request for a new Housing Officer. However, service failure was found…
202219285 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for its handling of outstanding bathroom repairs. The landlord left the resident without a working toilet or bath for over 14 months, failed to…
202126460 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's succession application and for its complaint handling. The landlord failed to provide a clear succession decision, did not adequately…
202015474 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's application to split the household, as it followed its policy and acted reasonably. However, there was maladministration in the…
202106760 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to resolve a leak over approximately five years, its complaint handling, and its failure to consider the resident's vulnerabilities (PTSD, anxiety,…
202213931 Local authority / ALMO / TMO
The landlord was found to have maladministration for an unreasonable 17-month delay in repairing the resident's front doorframe, with excessive failed appointments, inconsistent advice, and failure to manage…
202202428 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to a leaseholder's reports of multiple leaks into her property over more than two years, failing to treat the issue as ongoing, communicate updates, or…
202203108 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for failing to arrange a heat loss survey after a resident reported their property became unbearably cold due to building works in the flat below,…
202117830 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to resolve water ingress, damp and mould over approximately four years, and maladministration for significant delays in complaint handling. The…
202206648 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a kitchen window leak repair, which took over 18 months from re-reporting to completion with poor communication and contradictory records.…
202113566 Local authority / ALMO / TMO
The landlord acknowledged service failings in its response to a resident's reports of a sink leak and subsequent damage to the sink unit during repairs, including delays and poor communication. It offered £750…
202109579 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to resolve a water leak from the flat above over more than five years, severe maladministration for complaint handling (stage two response took 11…
202206018 Local authority / ALMO / TMO
The landlord was found to have service failure in its response to the resident's reports of damp and mould, due to poor communication, delays, and incorrect prioritisation of repairs. There was also service failure in…
202101425 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of ASB reports, but service failure for not providing adequate support to a vulnerable resident, and maladministration for unreasonable delays in…
202113955 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of ASB reports due to failing to respond to all reports, not keeping the resident updated, and poor record-keeping. Service failure was found for…
202204229 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor record keeping and communication failures after descaling work on a blocked waste pipe, leaving the resident unable to find out what repairs had been…
202202575 Local authority / ALMO / TMO
The landlord was found to have maladministration for its significantly delayed and poorly communicated handling of faulty window repairs over nearly three years. Contractors repeatedly said the windows needed replacing…
202118208 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for a 19-month delay in installing a replacement radiator and for poor communication, as well as maladministration for its complaint handling due…
202116417 Local authority / ALMO / TMO
The landlord was found to have maladministration for significant delays and poor communication in repairing a roof and guttering leak over a 15-month period, with the resident having to regularly chase updates. Service…
202112783 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for charging the resident rent on both her fire-damaged property and temporary accommodation for over 12 months, and for failing to proactively support her rehousing…
202128621 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking 19 months to complete repairs following a leaking boiler, leaving the resident without heating during winter and causing damage to flooring. Service failure…
202124361 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking 8 months to replace the resident's shower doors, with poor communication, missed appointments, and failure to properly follow up on the quality of the…
202112293 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking over 18 months to complete kitchen repairs following a major leak, and for failing to honour its own proposed completion schedule. Maladministration was also…
202109799 Local authority / ALMO / TMO
The landlord was found to have maladministration for significant delays in addressing subsidence at the resident's property (first reported in 2016/17, with works still ongoing in 2022) and for failing to keep the…
202204059 Local authority / ALMO / TMO
The landlord acknowledged delays in completing roof repairs and communication/complaint handling issues, apologised, and offered £650 compensation. Following Ombudsman intervention, the landlord agreed to pay the…
202102546 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to address multiple repairs (windows, roof leak, extractor fan, smoke detector, mould) over an 18-month period, causing significant distress,…
202127081 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hammersmith and Fulham Council in its handling of a resident's reports of mould in her toilet bowl. The landlord attended promptly, cleaned the mould, and arranged further…
202109186 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing over approximately 2.5 years to resolve noise transference issues caused by the leaseholder's non-compliant flooring and defective floorboards, with poor…
202127040 Local authority / ALMO / TMO
The landlord was found to have maladministration for significant delays in completing remedial works following a leak (bathroom works took around 9 months), poor communication, and failure to investigate the resident's…
202109138 Local authority / ALMO / TMO
Service failure by the landlord regarding compensation offered for repair delays. The landlord took almost three years (July 2019 to February 2022) to complete repairs after a roof leak, with repeated missed…
202016601 Local authority / ALMO / TMO
The landlord was found to have service failure for excessive delays in completing bathroom repairs following a leak (from November 2019 to June 2021) and for failing to keep the resident updated. The landlord's…
202104352 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of domestic violence and request for alternative accommodation. The landlord's investigation was reasonable, it appropriately…
202122553 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of a boiler repair. Although the repair was completed only slightly outside the 24-hour target, the landlord failed to log the initial report, gave…
202103713 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a fencing boundary dispute. While the landlord followed a fair process regarding the fence position, there was significant delay (19 months from fence…
202103242 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the replacement of the resident's bedroom flooring. There was a significant delay (around 4 months before work commenced), poor communication, a…
202101528 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's failure to properly address the resident's request for suitable temporary accommodation during ongoing ASB, service failure for not addressing the management…
202102912 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hammersmith and Fulham Council in its handling of the resident's reports of anti-social behaviour from a neighbour. The landlord took reasonable and proportionate steps to…
202107022 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to resolve an ongoing leak from the resident's property into the property below, due to delays in diagnosing the cause and poor record-keeping.…
202100502 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council in its handling of repairs (significant delays, missed appointments, poor workmanship over a prolonged period), its complaint handling…
202118548 Local authority / ALMO / TMO
The landlord offered £200 compensation for delays handling a leak, but the resident had not received payment. Following Ombudsman intervention, the landlord paid the £200 plus an additional £25, totalling £225, which…
202010163 Local authority / ALMO / TMO
The landlord acknowledged its repairs service was severely below expected standards and offered £3,500 compensation. Following Ombudsman intervention, the landlord paid the compensation, resolving the complaint…
202114715 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for its handling of a resident's reports of repeated blockages to sinks and bath, and for its complaints handling. The landlord delayed…
202104254 Local authority / ALMO / TMO
The landlord was found to have maladministration for unreasonably delaying repairs to the resident's property, including missed appointments and incomplete works, and for failing to follow its complaint procedure by not…
202102300 Local authority / ALMO / TMO
The landlord's offer of £500 compensation and other redress for significant delays in repairing a bathroom window (taking many months due to contractor changes and specialist parts) was found to be reasonable redress.…
202101891 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a door and window repair. The door repair was delayed from November 2019 and remained outstanding at the time of the report; the landlord's…
202114536 Local authority / ALMO / TMO
Reasonable redress for window repair delays (£150 offered). Maladministration for failing to properly investigate recurring rainwater leaks through the boiler flue causing intermittent loss of heating/hot water since…
202102637 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor response to recurring leaks into a leaseholder's property, including failing to properly investigate the cause, lacking evidence of repairs, and poor record…
202108074 Local authority / ALMO / TMO
The Ombudsman found no maladministration in how the landlord responded to the resident's reports of asbestos exposure from damaged flooring. The landlord arranged surveys and air tests, shared findings, and offered to…
202010278 Local authority / ALMO / TMO
The landlord accepted service failings and offered compensation totalling £1,000 for delays in completing repairs after a flood, but the Ombudsman found a service failure because the landlord did not reflect on the…
202105218 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of the resident's reports of damp, with excessive delays and poor communication over two years, and for its complaint handling, which vastly exceeded…
202017220 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of the resident's reports of repairs to her bathroom, including missed target timescales, missed appointments, and repairs not completed. The landlord…
202011986 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for the significant delays in completing restorative repairs after a fire (offering £400 compensation and an apology), but found a service failure in the…
202010889 Local authority / ALMO / TMO
The landlord acknowledged service failures in its handling of a long-running leak from a defective communal wastepipe, which caused damp and damage to the resident's property. It offered £750 compensation, which the…
202005513 Local authority / ALMO / TMO
The landlord failed to respond promptly to the resident's reports of a leaking bath and faulty toilet, causing distress and safety concerns over several months. While the landlord acknowledged its failures and offered…
202012724 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of boiler repairs (failing to provide temporary heaters or adequate updates, leaving the resident without heating/hot water for 12 days) and in failing to…
202107874 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction. The dispute about a joint tenant denying access is a legal matter for the courts, and the overcrowding/housing assessment issue falls within the Local…
202012991 Local authority / ALMO / TMO
The Ombudsman found service failure in the level of compensation offered by Hammersmith and Fulham Council for its acknowledged service failure in kitchen repairs, and service failure in the complaint handling. The…
202100011 Local authority / ALMO / TMO
The Ombudsman found that the landlord acted in line with its obligations by completing repairs to a communal waste pipe within a reasonable timescale, but its communication with the resident was poor. The landlord…
202013981 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council in its handling of a resident's reports of noise disturbance from the flat above. The landlord failed to properly evidence its investigation, did…
202108851 Local authority / ALMO / TMO
The landlord offered £200 compensation to the resident and £50 to their representative for delays in carrying out repairs. After delays in payment, the Ombudsman intervened and the landlord confirmed the payments were…
202007623 Local authority / ALMO / TMO
The landlord transferred the resident to a suitably sized property with a secure tenancy after Ombudsman intervention, resolving the complaint about overcrowding and damp/mould. The Ombudsman found this resolved the…
202100618 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for repeated delays in erecting scaffolding to repair a roof leak, failing to keep the leaseholder informed of progress, and offering inadequate…
202013211 Local authority / ALMO / TMO
The Ombudsman found that the complaint about damp repairs at the resident's previous home was outside jurisdiction as it was not raised in time. However, the landlord acknowledged significant failures in handling the…
202010475 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's delay in replacing a fire exit door (taking from early 2020 to early 2021), no maladministration for its management of asbestos, service failure for failing to…
202009410 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking up to seven months to repair a leak and over 15 months to fix a bathroom light, and service failure for poor complaint handling including failing to respond at…
202011017 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of a resident's reports of a water leak from a kitchen waste pipe. The landlord's repair records were contradictory and ambiguous, its complaint responses…
202011308 Local authority / ALMO / TMO
The landlord delayed addressing the resident's reports of damp and mould, failed to act on a February 2020 work order in a timely manner, and had record-keeping failures. However, it acknowledged its failings,…
202009699 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor response to the resident's reports of window frame repairs and damp and mould. It failed to raise work orders promptly, repairs remained outstanding for many…
202009329 Local authority / ALMO / TMO
The landlord attended promptly to stop a water leak but failed to prevent a recurrence or respond promptly to a second leak, and incorrectly advised there were no underlying defects. The Ombudsman found service failure…
202009648 Local authority / ALMO / TMO
The Ombudsman found reasonable redress regarding the landlord's response to leak reports, as the landlord apologised and offered £25 compensation for delays, though the resident contributed to some delays by denying…
202004933 Local authority / ALMO / TMO
The Ombudsman found service failure by Hammersmith and Fulham Council in its response to the resident's complaint about the review of his former and current rent accounts. The landlord's system failure led to arrears…
202005977 Local authority / ALMO / TMO
The Ombudsman found that the landlord had significant delays in completing repairs to windows, shower, kitchen and front door over a prolonged period, causing considerable inconvenience. However, the landlord…
202008846 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress (£750 compensation) for its failings in handling leak repairs at a leasehold property, including delays, missed appointments, and poor communication.…
202003737 Local authority / ALMO / TMO
The Ombudsman found service failure by Hammersmith and Fulham Council regarding maintenance and cleaning of communal areas (delays, failure to evidence works, and failure to provide service charge breakdowns) and…
202005456 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for its response to a resident's reports of water ingress and mould. The landlord delayed over a year before carrying out a further inspection,…
201904615 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hammersmith and Fulham Council in its handling of a resident's reports of a leak from the property above, as it responded promptly, correctly identified the leaseholder's…
202005270 Local authority / ALMO / TMO
The landlord delayed in repairing the resident's fence from December 2019 to August 2020, with communication failures and a botched temporary repair. However, the landlord acknowledged its failings, apologised, offered…
202001827 Local authority / ALMO / TMO
The landlord acknowledged delays in addressing mould reports, offered £250 compensation, and agreed to install an air vent. Following Ombudsman intervention, the landlord increased compensation to £600, which the…
202002314 Local authority / ALMO / TMO
The landlord made reasonable redress for its handling of a water leak report (apology, £200 compensation, staffing changes), but there was service failure due to a significant delay of around 200 working days in issuing…
202000590 Local authority / ALMO / TMO
The Ombudsman found service failure by Hammersmith and Fulham Council for delays in inspecting and repairing an airbrick and associated damp and mould issues, missed appointments, and poor communication. The landlord…
201909756 Local authority / ALMO / TMO
The Ombudsman found maladministration by Hammersmith and Fulham Council for its handling of a resident's window repair/replacement request, due to extensive miscommunication, missed appointments, and failure to complete…
202002333 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Hammersmith and Fulham Council in identifying the resident's property as a four-bedroom home based on the Tenancy Agreement. However, there was service failure in complaint…
201911091 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by the landlord for its acknowledged service failures in responding to the resident's reports of damp and mould, faulty extractor fans, and broken window handles. The landlord…
202003176 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by Hammersmith and Fulham Council regarding delays in completing repairs following a leak (reported November 2018, works ongoing into 2020) and its complaint handling. The landlord…
201914426 Local authority / ALMO / TMO
The landlord offered reasonable redress (£250) for its poor handling of repairs to the resident's shower and garden drains, including missed appointments, poor communication and delays. However, the Ombudsman found…
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