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 38 published decisions.
Kingston upon Thames Council's maladministration rate (37%) is lower than the average for local authority / almo / tmo (72%) across published Ombudsman determinations.
202321048 Local authority / ALMO / TMO
The resident complained about strong cooking odours from a neighbour's property and smoking in the communal parts of the building. The Ombudsman found no maladministration on either issue: the landlord took reasonable…
202304327 Local authority / ALMO / TMO
The landlord's handling of forced entry to the resident's leasehold property (to access communal water tanks) amounted to maladministration: while the forced entry itself was permitted and reasonable, it failed to give…
202214394 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's delay in installing a sensory alarm system for a family with neurodiverse children (48-week delay, £500 compensation), service failure for complaint handling…
202230294 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of kitchen and bathroom repairs and its complaint handling, service failure in handling reports of the resident's behaviour, but no maladministration…
202206264 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to an outhouse (including asbestos), its communication about repairs, and its complaint handling. There was also service failure in record…
202209197 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports and front door repairs, and maladministration in complaint handling and record keeping. The landlord failed to…
202116748 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the Council's handling of reports concerning staff conduct during a noise nuisance visit is outside its jurisdiction, as it properly falls within the remit of…
202116744 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of anti-social behaviour from neighbouring properties, nor in its complaint handling. The landlord responded within its…
202116740 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's response to reports of a marked window and curtains, communal repairs, and complaint handling. The landlord offered reasonable redress in relation to its…
202116746 Local authority / ALMO / TMO
The Ombudsman found service failure by Kingston upon Thames Council regarding its response to a resident's window repair report and subsequent complaint handling. The repair took around 49 working days, the landlord…
202104408 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to apply a £30.75 water rate reimbursement to the resident's rent account rather than making a direct payment, as this was consistent with the…
202012378 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by the landlord. While the landlord's initial response to the resident's reports of a neighbour leaving rubbish in the communal area was inadequate, its Stage two response…
202112834 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the provision and management of temporary accommodation by Kingston upon Thames Council falls outside its jurisdiction, as it concerns the council's local…
202100533 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Kingston upon Thames Council regarding the condition of the property at letting and its response to the resident's repair requests. The landlord had carried out void works,…
202007847 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Kingston upon Thames Council in its handling of a resident's reports that his property was uninhabitable due to chemical contamination from a suspected drug lab. The landlord…
202007990 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the same matters had already been decided in a previous determination (case 202009426).
202016168 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports about his water cylinder and other repairs, as the landlord acted reasonably and the resident did not provide access. No…
202116743 Local authority / ALMO / TMO
The Housing Ombudsman determined the complaint was outside its jurisdiction because it concerns the Council's Environmental Health Department's noise investigation, which falls under the Local Government and Social Care…
202116742 Local authority / ALMO / TMO
The Housing Ombudsman determined that a complaint about contact details on Council Tax information leaflets was outside its jurisdiction, as it relates to a local authority function rather than a housing matter, and…
202002004 Local authority / ALMO / TMO
The Ombudsman found service failure by Kingston upon Thames Council in its handling of a resident's reports of antisocial behaviour and noise nuisance, and in its complaint handling. The landlord conducted extensive…
202116756 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the antisocial behaviour originated from a property managed by another organisation, not the resident's landlord, and the Council's actions…
202106614 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports about communal entry doors not closing, as the repair was scheduled within the routine 20-working-day timescale and categorised…
202116741 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about street lighting repairs was outside its jurisdiction because the issue did not affect the resident's occupation of their property.
202010080 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's December 2020 decision to retain a single point of contact for the resident, as it was appropriate given the volume of contact and in line with policy. The…
202009426 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the operative arriving early, the refusal to install bulldog valves, the pipe boxing replacement, and the handling of black marks. Reasonable redress was found for the…
202011154 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about noise nuisance from a neighbour's motorbike was outside its jurisdiction because it concerns the Local Authority's statutory duties under the Environmental…
202014709 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Kingston upon Thames Council regarding its assertion that the resident was in rent arrears and its notification of arrears to the DWP. The landlord had appropriately explained…
202013280 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about advice given by a council officer to a councillor regarding contact restrictions was outside its jurisdiction, as the restrictions apply to all council contact…
201915804 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports about a faulty communal front door, as the initial repair was completed within timescales and pandemic restrictions justified…
201903721 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of anti-social behaviour. While the landlord's responses to motorbike noise and barbeque concerns were reasonable and evidence-based, it failed…
202000973 Local authority / ALMO / TMO
The landlord was found to have service failure for not doing enough to resolve the resident's reports of items left in communal areas, and for failing to manage expectations or demonstrate empathy. The landlord was…
202002989 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about an old heating box, as it was not a repair issue and the landlord shared asbestos surveys. However, there was service…
202003379 Local authority / ALMO / TMO
The Ombudsman determined this complaint was outside its jurisdiction because the issues raised — the landlord's failure to reply to complaints and failure to escalate complaints — had already been considered and…
201915380 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to noise nuisance reports, as it conducted proportionate investigations over 15 months and reasonably concluded the noises were day-to-day living…
202004119 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Kingston upon Thames Council in its response to a resident's report of a broken communal light. The landlord correctly categorised the repair as routine and completed it…
201916059 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a faulty boiler and immersion heater, and no maladministration in its response to reports of damage (delays were due to the Covid-19 pandemic).…
201914479 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about the fire exit door. Although there were some initial delays and confusion in the landlord's handling, it provided…
202000332 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's appointment of a new single point of contact, its handling of works to widen a hole in the resident's kitchen cupboard for a smart meter installation, or its…
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