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 193 published decisions.
Lambeth Council's maladministration rate (87%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202341381 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of a rodent infestation and associated repairs. Because legal proceedings were commenced under the Environmental Protection Act 1990 to abate the…
202415881 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of roof damage and the associated repairs, and in its handling of the associated complaint. The landlord was ordered to pay £350 compensation…
202322062 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of frequent drain blockages and sewage back surges into a leaseholder's ground-floor flat — it failed to investigate the recurring cause,…
202401762 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs following a leak and subsequent damp and mould, and maladministration in its handling of the associated complaint. The landlord was ordered to…
202344169 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs after a car hit the resident's property, citing delays (including a 171-day wait to replace the front door), a delayed inspection, failure to…
202312943 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's bathroom light repair (delayed logging, poor communication and the repair completed outside its 7-day R1 target) and service failure in…
202311160 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a leak from the flat above and the resulting water damage, damp and mould, and in its handling of the formal complaint. The complaint about…
202320004 Local authority / ALMO / TMO
The complaint concerned an unannounced visit by landlord staff to the resident's property, plus the landlord's complaint handling. The Ombudsman found the landlord offered reasonable redress for the unannounced visit (a…
202409760 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's record keeping, its handling of the resident's reports of repairs and damp in her bathroom and kitchen, its handling of fence repairs, and its complaint handling.…
202405395 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of reports of Japanese Knotweed impacting the resident's use of the garden was outside its jurisdiction, as it had already been decided. However, there was service failure in…
202346141 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a roof repair, which took around 20 months to identify the work required, failed to proactively monitor the repair, kept the resident poorly…
202316126 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of no hot water and gas supply, identifying missed emergency repair timescales and delays (including a two-week gap before a further order was…
202314594 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of excessive heat, fluctuating water pressure, noise nuisance, a leak from the upstairs flat, and its handling of the complaint.…
202319721 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's requests for aids and adaptations (delay in completing an OT assessment), no maladministration in its handling of reports of damp and…
202402971 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports about a leak from the roof. The landlord delayed repairs, failed to keep the resident updated or manage his expectations, kept…
202303553 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of damp and mould, citing long delays, inadequate communication and poor record keeping, and maladministration in its…
202327473 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of window repairs, which were unreasonably delayed (over 3 years and 11 months from first identification) with conflicting information and poor…
202230233 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of structural repairs causing dampness and damage, with significant delays and poor communication, ordering £1,000 compensation, a schedule of works and…
202402474 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident leaseholder's reports of leaks and associated damage, and maladministration in its complaint handling. The landlord failed to follow its…
202342293 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of a leaking roof: it made no repair attempts after a September 2023 report, failed to keep the resident updated, did not…
202319858 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a kitchen window repair and the arrangements for appointments, and maladministration in its handling of the associated complaints. The landlord was…
202327732 Local authority / ALMO / TMO
The landlord failed to address the resident's reports of foul water leaking into his leasehold flat within its emergency repair timescales, causing significant distress and inconvenience (the Ombudsman noted it would…
202229980 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of window repairs and replacements, and in its complaint handling, ordering an apology, £1,100 compensation, and an inspection with follow-up repairs.
202400611 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould, heating and hot water, and its record keeping, and service failure in its handling of damage to the property and its complaint…
202340018 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould, boiler repairs, record keeping and complaint handling. The landlord failed to act with urgency on damp and mould, could not demonstrate…
202302113 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of annual gas safety check appointments (including wrongly alleging the resident refused access and threatening legal action) and maladministration in its…
202401763 Local authority / ALMO / TMO
The landlord took over a year to properly inspect and address the resident's reports of structural issues with a damp, crumbling staircase wall, and delayed the repair of hallway ceiling cracks by around four months,…
202220339 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to address an ongoing leak and damp and mould over more than two years, creating unsafe living conditions for a family with young children.…
202338474 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance from a neighbour) and in its complaint handling. It ordered an apology and £400…
202318322 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of outstanding repairs (unrelated to a disrepair claim) and maladministration in its complaint handling. It found no maladministration in the handling of…
202308257 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's request for a move (it gave an unclear response about whether a direct let was possible and did not properly consider exceptional…
202310071 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of boiler repairs and the associated formal complaint. The Ombudsman found the landlord failed to keep the resident adequately informed, missed up to four appointments,…
202334956 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of leaks into the property that caused damp and mould (unresolved for at least one and a half years, with no effective action to gain access to the…
202401512 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's damp and mould reports, as identified repairs remained outstanding over 18 months with poor record-keeping and no regard to the…
202347814 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the renewal of windows and doors at the property. Despite agreeing the renewal and repeated chasing by the resident, the works had still not…
202303160 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports about staff using the estate cleaners' room and about water pressure, and maladministration in its complaint handling, plus…
202302135 Local authority / ALMO / TMO
Lambeth Council took an unreasonable length of time to restore electricity to the kitchen (from April 2022, still outstanding at the date of the report) and to complete multiple other repairs, failing to offer any…
202311837 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of intermittent heating and hot water, service failure in its responses to reports of asbestos, missing fire/smoke alarms and creaky stairs,…
202335218 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of repairs to a leaking roof and the subsequent damage. Following the Ombudsman's intervention the landlord agreed to pay £1,500 compensation, which the Ombudsman…
202341119 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a balcony leak (reported in August 2021 and still outstanding), including failure to adhere to its repairs policy, progress the repair or provide…
202310961 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that communal lighting was connected to her electricity meter, and maladministration in its complaint handling. It ordered a…
202303637 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the hallway, bedroom and bathroom, in its handling of requests to replace fencing panels, in its handling of the…
202302647 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's concerns about an outstanding roof repair: it failed to take accountability for delays in the repairs, left a major aspect of the…
202323146 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of a broken communal lift and in its record keeping. While it generally repaired the lift within its emergency timescale, it failed to take…
202232225 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the pre-action protocol and its failure to give the resident notice of eviction. The Ombudsman determined the complaint was not within its jurisdiction under paragraph…
202318349 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks from the roof and windows and the resulting damp and mould, and maladministration in its handling of the associated complaint.…
202224500 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, despite an existing settlement agreement, due to unacceptable delays and a failure to properly reconsider temporary…
202227180 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's 13-month failure to stop a leak from a neighbouring flat and in its complaint handling, plus maladministration in record keeping, ordering £1,950…
202226980 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of outstanding communal fencing and water system repairs, and in its complaint handling, ordering £700 compensation and further remedial action.
202300919 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of leaks, damp and mould, and maladministration in its complaint handling. The landlord was ordered to apologise, pay…
202307065 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of unsafe windows and other required repairs at a property the resident was offered. The Ombudsman found service failure: the property likely did not meet the…
202313959 Local authority / ALMO / TMO
The landlord failed to act on reports of a roof leak and resulting damp and mould for several years, took no meaningful action or assessments, and had poor record keeping. Its handling of damp and mould, repairs…
202306177 Local authority / ALMO / TMO
The landlord failed to respond with the urgency required to a leaseholder's reports of damp and mould, delaying a specialist inspection for around 10 months and not repairing the guttering until about two years later,…
202316466 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak into her leasehold flat from an upstairs flat and the resulting damage, and in its record keeping. The landlord…
202315922 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to a communal lift: it delayed seeking a long-term solution and failed to assess the risk to, and communicate with, a vulnerable resident left…
202304116 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a roof leak, its record keeping, and its complaint handling. The landlord failed to raise or prioritise a repair work order,…
202215601 Local authority / ALMO / TMO
Maladministration for communal area repairs (nearly 3-year carpet delay) and complaint handling (9-month cumulative delay). Service failure for front door (unaddressed paintwork) and windows (failure to explain why UPVC…
202205445 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of leaks, damp and mould (over 3-year delay in approving works), severe maladministration for its handling of the resident's reports of subletting and…
202127127 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (prolonged delays, failure to consider decant) and in its response to ASB and noise nuisance (poor communication, failure to investigate or…
202300789 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of noise transference from a neighbour: it took some appropriate steps but failed to keep to commitments to provide access to its…
202204597 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council in its handling of the resident's reports of no gas or heating, its handling of the resident's request for a new kitchen and bathroom, and its handling of the…
202320751 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of window repairs/replacement, with delays of approximately two years, communication failures and poor oversight of third-party contractors, and…
202224448 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to ongoing noise-related ASB reports, given an unenforceable injunction and lack of proactive alternatives, and in its confusing complaint handling,…
202211778 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for its handling of a resident's noise nuisance reports (delaying 21 months before enforcing flooring requirements and failing to follow up) and for its complaint…
202229266 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of a delayed replacement front door, concluding that its £320 compensation offer adequately reflected the unexplained delay and resulting frustration,…
202229208 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's reasonable decision to repair rather than replace the resident's single-glazed windows, but found service failure in its complaint handling after it mishandled…
202224802 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of an ongoing roof leak, damp and mould in the resident's home, and maladministration in complaint handling, ordering £2625 compensation, an…
202123105 Local authority / ALMO / TMO
Maladministration for the landlord's handling of roof repairs causing damp, which took nearly 3 years to complete with poor communication and no urgency despite a vulnerable resident. Reasonable redress for window…
202230659 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of an overgrown, blocked walkway and severe maladministration in its complaint handling, ordering a senior manager's apology, £950 compensation and a…
202232674 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (unreasonable, prolonged delays, missed appointments and poor record-keeping) and maladministration in its handling of the associated complaint…
202207742 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lambeth Council for taking over 3 years to resolve a wet room leak affecting a 92-year-old vulnerable resident, and for failing to handle the resident's complaint for over…
202222138 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's poor communication over communal leak repairs and an asbestos survey, and maladministration in its complaint handling and record keeping, ordering £525 total…
202009981 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (garden clearance delayed 18 months, leaking radiator took 92 days against a 24-hour policy, damp and mould unaddressed for over 18 months) and…
202217300 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to the bathroom (recurring shower and drainage issues from 2020 to 2022, with unreasonable delays, contractor failures, and loss of amenity)…
202222640 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's service charge queries and its associated formal complaint, including continuing arrears action during an unresolved dispute and…
202220999 Local authority / ALMO / TMO
The Ombudsman found maladministration in both the landlord's roughly two-year delay resolving a recurring communal-tank leak and its complaint handling, including a near six-month delay at stage 2 and disproportionately…
202213082 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of disrepair at the resident's home, with a total delay of 156 weeks in progressing remedial works identified in a 2019 expert report, and severe…
202109540 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (delays, poor record keeping, lack of proactive engagement) and communal heating charges (failure to address the issue, lack of explanation for…
202215719 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of asbestos-related repairs, with significant delays from October 2020 to April 2022, poor record keeping, and failure to prioritise resident…
202212247 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking 261 days to replace the resident's draughty windows, front door and frame (against a 90-day target), failing to communicate or update the resident who had to…
202203490 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of repairs and damp and mould reports, including a 1 year 4 month delay fixing a kitchen window and fire door, and an 8 month delay acting on a…
202107857 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of leaks, damp and mould over 18 months, maladministration for delays in repairing the kitchen window, and maladministration for poor complaint…
202103898 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to windows, roof and back door, and for its handling of reports of damp and mould. Delays extended over 2.5 years, with poor communication,…
202115517 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council in its response to a leaseholder's concerns about service charges for CCTV, cleaning, window cleaning, ground maintenance and major works, and in its complaint…
202203297 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for its handling of repairs to a vulnerable resident's property (missed appointments, poor communication, delays) and for its complaint handling (significant…
202202383 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for its handling of reports of leaks, damp, mould and water damage, and for its poor record keeping. The landlord failed to address a leak reported in April 2021…
202220014 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a broken lift in a high-rise block, which left a vulnerable resident unable to leave her flat for over a month due to unreasonable delays in repair,…
202223064 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a long-running leak from flats above the resident's leasehold property, which caused severe damage including partial ceiling collapse, and in its…
202219308 Local authority / ALMO / TMO
Severe maladministration for rent account errors causing distress and for long-standing repairs failures leaving the property cold and damp. Maladministration for delayed complaint handling. Landlord ordered to pay…
202225436 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a report of damp and mould and in its handling of the associated complaint, ordering £700 further compensation and a written apology.
202223296 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's kitchen installation and complaint handling, service failure in its handling of alleged contractor misconduct, and no maladministration regarding the toilet…
202123528 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's complaints handling (no stage one response, 68-working-day delay, failure to address all complaint elements) and maladministration in its handling of…
202217945 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of toilet repairs (delays, inconsistent information, failure to complete works), handling of Japanese Knotweed reports (failure to inspect or treat for…
202221323 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's 8-month delay repairing a leaking gutter and downpipe causing damp for a vulnerable resident, and further maladministration in its complaint handling due to poor…
202204121 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of repairs (nearly four years of delay), the temporary decant and storage of belongings (resident unable to return home or access belongings for…
202208047 Local authority / ALMO / TMO
The Ombudsman found maladministration for an unannounced vulnerability visit to an 85-year-old vulnerable resident; severe maladministration for a 177-day delay repairing the front door, prolonging hospital stay; severe…
202217219 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its response to the resident's request for compensation for alleged carpet damage following a boiler installation. The landlord reasonably investigated the…
202221633 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports due to delays and poor record keeping, ordering £400 compensation and a further inspection; a rehousing complaint was outside…
202112413 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its handling of the resident's succession to his late mother's secure tenancy. The landlord followed its policy, communicated clearly and empathetically,…
202114942 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's complaint following a flood at his property. The landlord's external service provider ignored the resident's initial complaint, the…
202123086 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's management transfer request, as it acted fairly and in line with its allocation scheme. However, there was maladministration in the…
202223841 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, an ant infestation, and its complaint handling, ordering an apology, £845 compensation, and a post-inspection of outstanding works.
202203038 Local authority / ALMO / TMO
Reasonable redress for missed appointments, leak handling, and loss of lighting (2 months without lights). Maladministration in complaint handling due to poor communication, shortened process, and lack of action plan.…
202102917 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council in its record keeping, handling of responsive repairs to the resident's bathroom, and complaint handling. The landlord's poor records prevented proper…
202111576 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a management transfer to a four-bedroom property. The landlord acted in accordance with its allocations policy,…
202014676 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of back door repairs (3.5 year delay), damp and mould (over 3 years unresolved), and complaint handling (9 month delay, requiring a CHFO).…
202002795 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for communication and record-keeping failures when handling a resident's move to temporary accommodation after a fire, and separate maladministration for poor…
202126158 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's request for the resident to install carpets, as it offered reasonable alternatives and considered medical evidence. The complaint about the management transfer…
202122594 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for its handling of a leaseholder's reports of an ongoing roof leak. The landlord failed to complete an effective lasting repair, did not keep the resident…
202121350 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of a persistent water leak that remained unresolved for over a year, with unreasonable delays, missed appointments, poor communication, failure to…
202127873 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking over eight months to complete kitchen repairs after a gas leak, leaving the resident unable to use her kitchen. The landlord also had service failure for…
202202730 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to properly investigate why the resident's telephone number was blocked from contacting the concierge service, leaving the resident unable to report repairs…
202210645 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor handling of a resident's rent account queries and refund request, including an 11-month delay in processing a refund, poor communication, and failure to…
202127410 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for significant delays and poor communication in responding to a resident's reports of damp and mould in the bathroom. The landlord was ordered to pay £200…
202215187 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request to remove tree stumps from his garden, as the lettable standard and tenancy agreement placed responsibility on the resident.…
202213073 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for repeated and prolonged delays in completing repairs to a leak, damp and mould, and a handrail, with some works still outstanding after over 18 months. A…
202119227 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lambeth Council for taking over 197 weeks to complete repairs to a leaking pipe and subsequent damp and mould, for failing to keep adequate records, and for poor complaint…
202211798 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of a leaking radiator repair, where its contractor missed appointments and failed to communicate, and for its complaint handling, which was delayed beyond…
202118662 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a roof leak, damp and associated health and safety concerns, and for its handling of the resident's complaints. There were significant delays (roof…
202015645 Local authority / ALMO / TMO
The landlord was found to have a service failure in its handling of the resident's concerns about communal cleaning, as it failed to provide evidence that cleaning was completed to a satisfactory standard and did not…
202121344 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lambeth Council for its handling of repairs to the resident's front door, porch, external stairs, and bathroom, as well as for its complaint handling. The landlord delayed…
201814057 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for failing to properly investigate the resident's ongoing noise reports after January 2019, despite numerous contacts, and for serious failures in complaint…
202120072 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for taking an unreasonable 12 months to complete repairs to stop leaks affecting a leaseholder's property, and for poor communication throughout. While the…
202124484 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of window replacement (1,315-day delay) and an outstanding leak repair (over 4.5 years), and maladministration for complaint handling. The…
202212225 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident was the freeholder (having purchased via Right to Buy in 2006) and was not in a landlord/tenant relationship with the landlord at…
202109436 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of anti-social behaviour by a neighbour between April and September 2021, due to poor communication, delays, and failure to…
202204833 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to the resident's report of no heating or hot water (43 days without, missed appointments, delayed heaters) and for its complaint handling (generic…
202203500 Local authority / ALMO / TMO
The Ombudsman found the complaint about incorrect gas safety check information was outside jurisdiction as the resident had not exhausted the complaints procedure. There was no maladministration regarding the landlord's…
202014249 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to carry out repairs to damp, mould, doors and drainage for over five years, and for not considering the resident's vulnerabilities when insisting…
202210024 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking from January to November 2022 to complete window handle repairs, failing to communicate with the resident, and handling the complaint poorly with delayed…
202009614 Local authority / ALMO / TMO
Five complaint heads about regeneration works were outside jurisdiction due to ongoing legal proceedings. No maladministration on fire risk assessment or service charge query. Maladministration on emergency vehicle…
202115650 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking 11 months to complete repairs following leaks, causing damp and mould in the kitchen and damage to the front room ceiling, with poor communication throughout.…
202115695 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of repairs to the resident's garden wall. There were significant delays, a missed appointment, and poor communication. The landlord was ordered to pay £320…
202005612 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's 17-month delay in completing the Section 20 process and commencing roof and guttering repairs; service failure for poor window installation workmanship and…
201804647 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to address a roof leak, damp and mould over approximately 59 months, and for poor record keeping that hampered the investigation. Maladministration…
202208360 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking over 18 months to resolve an obstructed light switch issue, failing to address it in complaint responses, and not responding to the resident's initial enquiry.…
202115626 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council regarding delays in progressing possession proceedings against a neighbour convicted of homophobic/transphobic harassment and failing to provide promised…
202116411 Local authority / ALMO / TMO
The Ombudsman found a service failure by Lambeth Council regarding communication about hedge height reduction. While the landlord's decision to reduce hedges (based on police advice to tackle ASB) was reasonable, it…
202100617 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's six-month delay in responding to a boiler pipe leak, which left the resident without heating and hot water and caused floor damage that remained unrepaired over a…
201907909 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council in its handling of damp repairs, with unreasonable delays from 2018 to 2021 and failure to complete ordered works. No maladministration was found regarding the…
202012031 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's anti-social behaviour report. While the landlord took reasonable steps overall, it failed to contact the alleged perpetrators promptly…
202118403 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lambeth Council for its handling of a resident's reports of a leak and damp/mould over approximately six months, its complaint handling, and its record keeping. The…
202105690 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lambeth Council for its handling of adaptation works to a disabled resident's bathroom, including poor contractor conduct, defective workmanship, and failure to ensure the…
202108805 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for delays and poor communication in handling repairs to the resident's property, and for inadequate complaint handling. No maladministration was found regarding…
202002809 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of damp and repair reports due to prolonged delays, and maladministration in its response to concerns about a fire-damaged vacant neighbouring property and…
202124358 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of boiler repairs and record keeping, and maladministration for complaint handling. The resident was left without heating and hot water for a…
202012280 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it took reasonable steps to investigate. However, there was maladministration in its handling of a warning letter…
202111177 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of noise nuisance reports, as it took reasonable steps to investigate during Covid-19 restrictions. However, there was maladministration in the…
202007851 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the Local Authority's handling of the resident's re-housing application and priority assessment falls outside its jurisdiction, as it relates to the Local…
201911393 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council in its handling of the resident's reports that her kitchen window would not open and of a radiator fault. The landlord failed to raise a repair order for the window…
202104665 Local authority / ALMO / TMO
The landlord was found to have maladministration (service failure) for its delayed response to the resident's report of a worsening leak in April 2021, requiring the resident to make multiple contacts over two days…
202121192 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council regarding its handling of a water charge refund and complaint handling. The landlord delayed its stage one response, failed to clearly communicate why it would not…
202115286 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to replace bedroom windows after two panels fell out in June 2019, leaving the property boarded up and unsafe for over a year. Maladministration…
202106326 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for its handling of reports of damage to kitchen flooring (caused by its contractor) and cold draughts from windows. The landlord failed to take responsibility…
202101806 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the resident's application to succeed their late father's tenancy was outside its jurisdiction because possession proceedings had been started in court, meaning the matter…
202104181 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to complete damp and mould repairs within a reasonable time, with multiple missed appointments and no explanation. Service failures were also found for poor…
202101047 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it acted appropriately by opening a high-risk case, seeking evidence, and closing the case when the resident declined…
202119553 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the level of service charges following a boiler installation was outside its jurisdiction under paragraph 39(g) of the Scheme, as it concerns the level or reasonableness of…
202115655 Local authority / ALMO / TMO
The landlord failed to inform the resident at the start of his tenancy that water rates were no longer collected through rent, leading to arrears with the water company. The landlord acknowledged the failure, reimbursed…
202013698 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of drainage issues or its refusal to carry out planned maintenance, but found service failure in its complaint handling for failing to…
202101978 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £150 and apology for a 13-month delay in completing damp and mould repairs was reasonable redress. However, the landlord was found to have service failure for poor…
202008325 Local authority / ALMO / TMO
The Ombudsman determined that the complaint was outside its jurisdiction because the resident had not raised the issues (change in tenancy terms and boiler/heating problems) as a formal complaint with the landlord, so…
202100331 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a water leak repair, including missed inspections, poor communication, and delays. The landlord was ordered to pay £200 additional compensation. The…
202107314 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of shower head/water pump installation (long delays, missed appointments, damage), maladministration in boiler repairs (three weeks without heating/hot…
202104783 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council in its handling of a leaseholder's application for consent to carry out alterations. The landlord failed to communicate, missed appointments, provided inaccurate…
202010354 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council regarding its handling of the resident's reports of impact noise from laminate flooring in the flat above, and no maladministration regarding its handling of…
202007286 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to repairs (windows, heating, floors), response to pest control, complaint handling, and record keeping. The landlord failed to manage expectations,…
202006404 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for taking 3-4 months to complete kitchen renewal works that should have taken 10 days, for taking six months to provide a brief and inadequate complaint…
202112954 Local authority / ALMO / TMO
The landlord's contractor damaged a mains fuse during fire door installation, causing a power outage. The landlord initially offered £50 goodwill; following Ombudsman intervention it increased the offer to £380, which…
202010775 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports about the concierge service not being delivered and in its handling of the resident's request for a service charge breakdown. No…
202012855 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the level and increase of service charges was outside jurisdiction under paragraph 39(g) of the Scheme, and the complaint about the section 20 consultation process and…
201910159 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for significant delays and poor communication in handling repairs to the resident's windows, front door, and drainage (including a collapsed kitchen underfloor…
201907737 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of cracks and structural issues at the property, and service failure in its complaint handling. The landlord failed to action recommended…
201914310 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council in its handling of damp reports and follow-on works (delays of several months in completing decorations, flooring and bathroom improvements; failure to consider the…
202011261 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for taking almost 14 months to address heating system repairs, approximately 3 months to reinstate hot water, over 7 months to replace a kitchen window, and…
201909098 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its response to the resident's repair requests for water leaks, damp, lack of ventilation and uneven flooring. The complaint about the resident's housing…
202104328 Local authority / ALMO / TMO
The landlord was found to have maladministration for threatening court action to access the property for a gas safety check when an appointment was already booked, causing unnecessary distress. Service failure was found…
202006032 Local authority / ALMO / TMO
The landlord was found to have a service failure for not keeping the resident updated during its investigation of her ASB reports (noise and hosepipe issues), though its investigative actions were reasonable. The…
201900571 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a resident's reports of a water leak causing damp and mould, due to poor communication and record keeping. Service failure was also found in the…
202010450 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the council's housing needs assessment, banding allocation, and Adult Social Care services fell outside its jurisdiction, as these matters are properly within the remit…
202004383 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to withdraw its offer of damages and legal costs after the 21-day acceptance period expired, as the terms were clearly communicated. However, there was…
201812140 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its response to the resident's reports of noise nuisance from his upstairs neighbour. The noise was determined to be everyday household noise, not statutory…
202011897 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council for failing to permanently repair a leaking communal roof over a 15-month period, causing internal water damage to the communal stairwell and the leaseholder's…
201911089 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council regarding the administration of service charges (due to an 18-year-old block definition error causing overcharging) and the issuing of incorrect arrears letters and…
201902272 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council for poor communication regarding agreed soundproofing works and neighbour carpeting following ASB noise nuisance, and maladministration for its complaints handling.…
201914204 Local authority / ALMO / TMO
The landlord acknowledged poor communication regarding communal area decoration works. Through Ombudsman mediation, it agreed to carry out Section 20 consultation and works, provide an apology, and pay £100…
201910354 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's handling of ASB and contractor staff conduct complaints. However, the landlord's failures in responding to compensation requests for missed appointments,…
202003390 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council for taking almost a year to complete repairs to a ceiling leak (27 Sep 2019 to 24 Aug 2020) and for offering only £100 compensation, which was unreasonable given…
202001297 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about service charge increases following a fire was outside its jurisdiction, as it concerns the level and reasonableness of service charges, which is a matter for the…
201915129 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its response to the resident's reports of anti-social behaviour. The landlord took reasonable steps including contacting the neighbour, seeking witness…
201912623 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lambeth Council in its response to a leaseholder's reports of noise nuisance and anti-social behaviour from a neighbour. The landlord took reasonable steps including mediation…
202003014 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council for unreasonably delaying roof leak repairs (from October 2019 to May 2020, including a missed emergency tarpaulin) and for failing to provide timely and accurate…
202004208 Local authority / ALMO / TMO
The Ombudsman found service failure by Lambeth Council for its handling of a resident's reports of a roof leak over a four-year period. The landlord delayed unreasonably, failed to communicate proactively, and its £300…
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