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 59 published decisions.
Harlow District Council's maladministration rate (69%) is broadly in line with the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202533374 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to repairs to the communal entrance door and intercom system, due to repeated delays, inadequate oversight of the work, and insufficient communication…
202420958 Local authority / ALMO / TMO
The Ombudsman found the banding review was outside its jurisdiction (housing allocations function). It found maladministration in the landlord's handling of damp and mould reports due to delays beyond published…
202452930 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a recharge for bathroom works. While the landlord reasonably decided some works were the resident's responsibility, its handling was undermined by poor…
202344711 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's concerns regarding staff conduct, as its investigation was not balanced and lacked impartiality. Reasonable redress was found in its handling of…
202522709 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour, accepting the landlord's own admission of 2024 communication failures and finding it did not effectively put things…
202516942 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports and of rats in the property, service failure in its handling of bathroom repairs and of the complaint, and no maladministration…
202343281 Local authority / ALMO / TMO
The landlord failed to resolve a leak from a neighbouring property that caused damp and mould in the resident's home for over a year, delayed its damp survey and did not follow its own surveyor's recommendations, and…
202432277 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of roof replacement works and the associated temporary sheeting, and in its handling of damp and mould, and maladministration in its handling of…
202435429 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and fly-tipping by a neighbour, and service failure in its handling of the resident's complaint. The…
202320003 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould: it treated the initial report as an emergency but then failed to carry out the recommended repairs with the…
202325682 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's shower, as it did not adhere to its repair policy timescale due to internal record keeping failures, errors and…
202411360 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports about the standard of cleaning in communal areas, and service failure in its handling of the associated complaint. The landlord…
202307732 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of a front door replacement at the resident's property, which had not been carried out before the resident moved out. Following the Ombudsman's intervention the landlord…
202322940 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of gutter repairs, due to unreasonable delays (the repair took 1 year 9 months, well outside the 9-month planned-works…
202127364 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its response to the resident's report that an operative had damaged a manhole cover. The landlord investigated appropriately by reviewing video…
202420764 Local authority / ALMO / TMO
A leaseholder complained about the landlord's response to recurring leaks into her flat and about the landlord's complaint handling. The Ombudsman found maladministration on both points: the landlord did not respond…
202312434 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks from her wet room (avoidable delays, record-keeping failures, and failure to resolve the issue) and maladministration…
202319949 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident about the property condition and her repairs reports. While the landlord completed many repairs (including alongside bathroom adaptations)…
202408330 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leaking roof and damp and mould, and in its handling of the associated complaint. There were significant delays and periods…
202403926 Local authority / ALMO / TMO
The landlord was responsible for fixing a leak into the resident leaseholder's flat, but its handling was marked by delays, poor communication and inadequate interim repairs, and the pipe lining remained outstanding…
202347550 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's request for a mutual exchange. The Ombudsman found maladministration: although the landlord's later decision to refuse the exchange (due to unauthorised…
202336937 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of damp and mould (poor communication, lack of active repair management, and record-keeping failings) and in its response to reports of pests, as…
202307174 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's initial response to the resident's reports of ASB, because it did not follow its ASB policy (no risk assessment, interview or ASB file) at the first report, though…
202311482 Local authority / ALMO / TMO
The leaseholder reported a roof leak causing damp and mould in April 2022, but repairs were not completed until September 2023. The Ombudsman found maladministration in the landlord's handling of the leak, including…
202300425 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front porch, which it identified needed replacing as far back as May 2022 but which remained unrepaired, alongside poor…
202304637 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of a leak and of damp, mould and condensation, and maladministration in its record keeping. It found no maladministration in the…
202341933 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of leaks from the roof. The Ombudsman found the landlord made an offer of redress prior to investigation which satisfactorily resolved the…
202226119 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of long-delayed roof and guttering repairs (around 20 months from first report to resolution) and in its complaint handling, which included unexplained…
202306616 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, including unreasonable delays in surveying and completing works, failure to follow surveyor…
202229720 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to fire damage repairs, service failure in its handling of the resident's personal belongings during a loft clearance, and maladministration in its…
202300449 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's report that his toilet required a repair: it attended promptly, offered a further appointment the next working day, and reasonably…
202209329 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's queries about heating and hot water charges (failure to ensure a vulnerable resident understood the responses) and concerns about loft…
202222989 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of an ongoing roof leak, with over a year's delay in temporary repairs, and service failure in its complaint handling due to response delays. It ordered…
202219873 Local authority / ALMO / TMO
The Ombudsman found maladministration by Harlow District Council for its delayed and unsympathetic response to a resident's reports of damp and mould, where a child in the household had asthma. The landlord took too…
202210843 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council regarding its handling of the resident's concerns about the location and construction of new bin stores on the estate. The landlord had reasonably…
202222305 Local authority / ALMO / TMO
A resident's roof, found beyond repair in November 2021, was left covered with poorly fitted tarpaulin for over a year due to a 15-month administrative delay in referring the replacement, worsening damp and mould in her…
202212441 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Harlow District Council for its handling of a resident's reports of unreliable lifts over more than two years. The landlord failed to repair the lifts in a reasonable…
202211041 Local authority / ALMO / TMO
The landlord investigated a resident's complaint that a tenancy support officer used inappropriate language ('manic') during a phone call. The landlord upheld the complaint, apologised, ensured the officer had no…
202212720 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor communication when the resident asked to be removed from a joint tenancy. It failed to provide written advice about ending the tenancy as required by its…
202207383 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a service charge cost for communal redecoration works. The landlord followed proper Section 20 consultation procedures, obtained multiple quotes,…
202204857 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of leaks in the resident's leasehold property, due to delays, poor communication, and inadequate record keeping. Service failure was found for its…
202101719 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about damp and mould in temporary accommodation provided under homelessness legislation (Part 7, Housing Act 1996) is outside its jurisdiction and falls properly…
202122147 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its decision not to replace a hedge at the rear of the resident's property with a boundary fence. The landlord offered a reasonable alternative of…
202211247 Local authority / ALMO / TMO
The Ombudsman found maladministration by Harlow District Council in its administration of the resident's service charge account due to an excessive five-month delay in responding to an enquiry and lack of communication.…
202127707 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of a failing soakaway and flooding, its handling of damp and mould reports, its complaint handling, and its record keeping. The landlord failed…
202209969 Local authority / ALMO / TMO
The landlord was found to have service failure for taking 26 working days to repair a non-flushing toilet (exceeding all repair timescales) and for poor complaint handling, including delayed logging and responses. The…
202103324 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's handling of smoke alarm and gas safety concerns, and no maladministration regarding the electrical inspection. However, maladministration was found for…
202124816 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its decision to recharge the resident for clearing a kitchen sink blockage, as the contractor determined the blockage was in the resident's own pipe…
202122759 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its response to the resident's report of blocked drainage. The landlord attended promptly, found no blockage, and correctly advised the resident of…
202006770 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about communal cleaning standards. Although the landlord failed to inform residents of temporary changes to the cleaning…
202100139 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its response to a leaseholder's reports and queries about major works to his block, including roof replacement, balustrade replacement and…
202012770 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council regarding its response to the resident's reports of mould (the landlord carried out timely investigations, implemented expert recommendations, and…
202109828 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council in its handling of the resident's reports of antisocial behaviour or in its handling of the subsequent complaint. The landlord investigated…
202100729 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a flammable mattress left in a communal area. The landlord followed its policies and the relevant legislation,…
202011433 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to reports of damp and mould, with unreasonable delays from January 2020 to July 2021 in completing repairs despite knowing of the resident's child's…
202005328 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council regarding its maintenance of the roof prior to replacement, as the landlord had reasonable evidence (a stock condition survey and roof inspection) to…
202003552 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council regarding the cost of removing and reinstalling a satellite dish during major works. The leaseholder was responsible for the service charge under the…
202008943 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Harlow District Council. The landlord attended and cleared a blocked drain within its emergency repair timescales, and was not liable for sewage damage caused by a resident…
202121157 Local authority / ALMO / TMO
The Ombudsman found service failure by Harlow District Council in its handling of a resident's request to replace a garden wall. The landlord took nearly three years to inform the resident the wall was her…
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