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 66 published decisions.
Lewisham Council's maladministration rate (91%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202336847 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman found severe maladministration: the landlord failed to carry out recommended remedial works (thermal boarding…
202405801 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of antisocial behaviour or of reports that a neighbour was subletting, but found service failure in the landlord's complaint handling and…
202319211 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leak: after identifying that a leaseholder above was responsible, the landlord failed to monitor or take timely enforcement action, so the…
202342342 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, flooding and associated repairs. The landlord failed to treat the initial uncontainable leak as urgent, missed and cancelled…
202344524 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of basement flooding: it failed to treat the leak as an urgent/emergency repair, did not act on its contractor's warning that it was urgent,…
202346860 Local authority / ALMO / TMO
The Ombudsman found maladministration in Lewisham Council's handling of a leaseholder's reports of damp and mould—nearly four years after receiving the resident's survey it had still not investigated a possible leak or…
202347050 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing repeated unsatisfactory bathroom works, poor contract management, silo working and failure to carry…
202326309 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leak, damp and mould (which took almost two years to resolve) and in its handling of the toilet flush issue. The landlord was…
202419769 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, including failure to carry out remedial works and follow-on repairs in a reasonable time and to keep the resident…
202346520 Local authority / ALMO / TMO
The complaint concerned the landlord's response to concerns about a repair appointment. The Ombudsman found service failure: the landlord failed to demonstrate its operative attended the 19 January 2024 appointment or…
202345128 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of reports of loss of heating and hot water amounted to an offer of redress that satisfactorily resolved the complaint (the boiler replacement was delayed by around 10 weeks,…
202319659 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's mutual exchange or reports of antisocial behaviour, but service failure in its handling of a kitchen electrical socket repair…
202325844 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to remove a coal bunker from the front hallway. The landlord delayed its decision for almost a year, failed to communicate…
202304881 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's boiler repair reports (poor repair records) and in its complaint handling, and maladministration in its handling of repeated lift repair…
202302915 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of cracks and window repairs (windows left boarded for almost two years before replacement), service failure in its handling of a request for…
202224509 Local authority / ALMO / TMO
The Ombudsman found severe maladministration after the landlord took over three years to reglaze a boarded-up living room window, and service failure in its complaint handling, ordering a further £800 compensation on…
202335783 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in Lewisham Council's handling of the resident's reports of leaks, damp, mould and related repairs. Following damp and mould inspections, the landlord failed to carry out…
202217117 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking over 3 years to resolve a roof leak at a leaseholder's property, with unreasonable delays, poor communication, and inadequate record-keeping. Maladministration…
202207457 Local authority / ALMO / TMO
The Ombudsman found maladministration for delays in handling ASB reports (spitting, littering, racial abuse) and a rat infestation, and severe maladministration for the landlord's prolonged failure to respond to damp…
202328076 Local authority / ALMO / TMO
The landlord was responsible for maladministration in its handling of a persistent leak, failing to carry out an effective and lasting repair within its policy timescales and failing to complete internal remedial works…
202313145 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a neighbour's CCTV camera (failing to follow its own CCTV policy and repeatedly failing to update the resident as…
202309875 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould (delays in excess of two years and eight months), service failure in its handling of responsive…
202233750 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould, water ingress in the kitchen, and the associated complaint handling, and service failure in its handling of staircase repairs and…
202325734 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for external repairs relating to damp and mould, due to avoidable delays with no financial remedy offered. It found no…
202335053 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the leak from the upstairs flat and in its record keeping, and maladministration in its handling of the radiator repair and bath replacement and…
202229024 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to concerns about the length of time and costs associated with scaffolding, and in its complaint handling, ordering an apology and £825 compensation plus…
202331984 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of outstanding repairs to a leaking toilet with associated sewage leaks, and in its handling of repairs to the balcony doors that would not close.…
202227635 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of long-running water ingress reports, citing slow and poorly evidenced action and poor communication, plus service failure in its record-keeping. It…
202231986 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould (a category 1 hazard left unresolved for over two years) and maladministration in its handling of repairs to windows, doors and…
202224894 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's delays replacing damaged and rotten windows, ordering an apology, £2194.65 compensation, and investigation into a start date for front window replacement…
202337128 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's request for repairs, due to record keeping failures, delay and failure to have regard to its Equality Act duties, and service failure in…
202301524 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's requests for service charge information: it failed to respond to three outstanding queries (an unexplained repairs item, a missing light…
202125843 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's response to damp and mould and a pest infestation, and maladministration for complaint handling. The landlord delayed repairing a leaking gutter for nearly…
202227774 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to a neighbour's flooding, as it acted promptly and reasonably, but found maladministration in its delayed and under-supported handling of related ASB…
202225524 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of major works to replace a communal maintenance cupboard door and in its complaint handling, ordering £325 compensation; the fire safety concern itself…
202306207 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reporting of damp and mould and in its record keeping, and service failure in its handling of the resident's request to be medically…
202209632 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's rent account and associated arrears, due to poor record keeping, communication failures, and inadequate redress. Service failure was…
202204031 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to follow its ASB policy after the resident reported serious incidents including threats and weapons; maladministration for complaint handling…
202217650 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lewisham Council for its handling of roof repairs, complaint handling, and information management. The landlord used operatives that invalidated the roof guarantee,…
202008088 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of ASB reports (delays, poor records, missed appointments), repairs (leak/damp/mould, tree, mice - inadequate records), and complaint handling (unclear…
202209215 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to reports of cracks, having delayed monitoring, tree works and remedial works for years with poor communication. Service failure was found for not…
202227447 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to concerns about communal area cleaning and service failure in its complaint handling, ordering £200 compensation and service improvements.
202105460 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lewisham Council for its handling of a resident's reports of noise and fouling caused by birds, including failing to carry out a resident consultation about bird deterrents and…
202124493 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lewisham Council in its handling of repairs to both the guttering and a roof leak at a leaseholder's property. The landlord repeatedly cleared the gutter without addressing the…
202002376 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of ASB reports (delays, failure to follow policy, poor communication), its response to the resident's request to be moved (inadequate record-keeping,…
202205928 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lewisham Council for delays in handling a leak and subsequent repairs, and for poor complaint handling. The family lived with the leak and resulting damp and mould for around…
202217011 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to diagnose or repair a roof leak causing water ingress, damp and mould over 18 months, leaving the resident unable to use a bedroom.…
202202999 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to a boiler and bathroom taps (including missed appointments, delays, and failure to leave the gas appliance safe or offer temporary heating)…
202118554 Local authority / ALMO / TMO
The landlord was found to have maladministration for taking over a year to resolve a leak to an external communal pathway, due to poor record keeping, failure to monitor progress, and lack of communication. However,…
202128403 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lewisham Council in its handling of a resident's reports of antisocial behaviour (noise nuisance from an upstairs neighbour). The landlord failed to communicate consistently, did…
202201598 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's queries during a Section 20 consultation for external repairs. The landlord failed to respond to all observations, was vague about…
202202867 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Lewisham Council for its response to a leak into a leaseholder's property. Despite being aware of a likely concealed pipe leak from July 2021, the landlord took until May…
202120967 Local authority / ALMO / TMO
The Ombudsman found service failure by Lewisham Council in both its response to the resident's reports of antisocial behaviour and its complaint handling. The landlord took some positive enforcement action but failed to…
202126424 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of repairs to the boiler, drainage and plumbing system, as the landlord apologised and offered £4000 compensation which the resident accepted, though…
202109734 Local authority / ALMO / TMO
The landlord was found to have maladministration for letting a property with outstanding void repairs including a dangerous gas supply, broken heater, broken toilet seat, broken extractor fan, and other defects, and for…
202207293 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lewisham Council for failing to progress damp and mould repairs following an initial visit in January 2022, leaving the resident without completed works for an extended period,…
202120613 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a leaseholder's report of a leak in her bathroom. It took five months to resolve the leak, kept poor records, failed to provide promised updates, and…
202011375 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £250 compensation provided reasonable redress for delays in completing window replacement works at a sheltered accommodation scheme, where some delays were due to the…
202102949 Local authority / ALMO / TMO
The landlord failed to complete repairs (including heating and fencing) within its policy timeframes over a prolonged period. It offered £500 compensation before investigation, which the Ombudsman considered reasonable…
202103310 Local authority / ALMO / TMO
The landlord delayed by around 18 months in completing external works to resolve a damp problem at a leaseholder's property and failed to communicate effectively. The Ombudsman found that the landlord's apology,…
202015261 Local authority / ALMO / TMO
No maladministration in succession handling. Maladministration in landlord's actions during RTB process (attempted lock change, heavy-handed possession pursuit). Service failure in complaint handling (missing stage one,…
202005458 Local authority / ALMO / TMO
The Ombudsman found that the landlord followed its procedures and took reasonable steps to inform the resident that her belongings would be destroyed after eviction. The landlord offered £250 compensation for distress,…
201912664 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the managing agent's response to the resident's request for backdating a Thames Water Watersure Plus discount was outside its jurisdiction, as the matter properly falls…
201913042 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Lewisham Council. A letter about accessing the resident's property for a fire panel fault had the appointment date left blank, but the Ombudsman accepted this was a genuine…
201916011 Local authority / ALMO / TMO
The Ombudsman found service failure by Lewisham Council regarding the administration of the resident's service charge account and issues surrounding a Section 20 notice. The landlord provided confusing and inconsistent…
202105873 Local authority / ALMO / TMO
The landlord responded reasonably to the resident's boiler breakdowns, attending promptly on most occasions, but delayed twice (December 2020 and March 2021). Its offer of £150 compensation was accepted as reasonable…
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