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 37 published decisions.
London Borough of Brent's maladministration rate (81%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202410185 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of recurring blocked drains and sewage flooding at a block, due to delays progressing CCTV survey and follow-on works, poor record keeping, and…
202524424 Local authority / ALMO / TMO
The Housing Ombudsman issued a final decision on a complaint about London Borough of Brent. The decision found maladministration in relation to the repairs complaint.
202443604 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise disturbances from the flat above, as it did not consistently apply its ASB policy or carry out a thorough and robust…
202411230 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of a cracked electrical fuse and associated work, noting the landlord apologised, offered £100 compensation and followed up…
202505522 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the toilet, staff conduct concerns, pest issues, the service charge query, repairs to the windows, and the associated complaint handling.…
202441337 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of squatters in the block and a leak, as well as in its complaint handling. The landlord failed to secure vacant properties…
202338858 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's concerns about the calculation and allocation of communal cleaning charges (a service charge matter), recognising failures…
202502965 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's concerns about outstanding repairs (following a May 2023 leak), its response to concerns about the conduct of its operatives, and its…
202436365 Local authority / ALMO / TMO
The Ombudsman found maladministration in the local authority landlord's handling of the resident's reports of water ingress, damp and mould. The landlord failed to act promptly and appropriately to address the root…
202453056 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's noise nuisance and ASB reports. While the landlord investigated, signposted support and managed expectations reasonably, it delayed…
202226957 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leak, damp and mould reports and its compensation offer, and service failure in its complaints handling, ordering £1,950 compensation.
202415446 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's kitchen and roof, where a roof leak caused wet plaster and damaged kitchen units and repairs were left outstanding for over…
202328862 Local authority / ALMO / TMO
The landlord failed to follow through on the commitments it made in its complaint responses about repairs to the roof and guttering, communal wall area and a side gate, and repeated this failure despite a clear…
202413027 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould and associated repairs (significant unexplained delays, missed mould washes, poor communication and inadequate root-cause…
202325341 Local authority / ALMO / TMO
The resident, a leaseholder, complained about the landlord's handling of antisocial behaviour reports, the level of caretaking services (cleaning and grounds maintenance of communal areas), and the associated complaint.…
202319729 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of noise from a through-floor lift in the adjoining property, and maladministration in its complaint handling. The landlord took an…
202336766 Local authority / ALMO / TMO
The Ombudsman found the landlord's offer of redress satisfactorily resolved the resident's complaint about its handling of damp and mould repairs and her request for heating in the WC. It acknowledged unacceptable…
202225032 Local authority / ALMO / TMO
The Ombudsman found the landlord's £2,100 offer for leak repair delays constituted reasonable redress, but found service failure in its delayed response to an insurance information request and in its complaint handling,…
202234539 Local authority / ALMO / TMO
A local authority landlord's handling of repeated leaks into the resident's kitchen ceiling across two periods (April 2021–January 2022 and November 2022–January 2023) was found to be severe maladministration. Failings…
202340120 Local authority / ALMO / TMO
The Ombudsman found maladministration in London Borough of Brent's handling of a leaseholder's reports of anti-social behaviour — it repeatedly deviated from its ASB policy, failed to gather evidence or take a…
202213299 Local authority / ALMO / TMO
The landlord failed to properly handle emergency repairs to the resident's back door over several months, with missed appointments, poor communication, and failure to consider the resident's disability. However, the…
202325045 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (placing responsibility on the resident to contact contractors, poor record keeping, and failing to consider…
202305118 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by the landlord and its managing agent in their handling of the resident's reports of antisocial behaviour, and reasonable redress in the handling of the associated complaint. It…
202222273 Local authority / ALMO / TMO
A resident decanted due to damp and mould at her permanent home faced repeated delays and poor communication over about a year, then encountered further neglected damp and mould reports and an unaddressed drug usage…
202233923 Local authority / ALMO / TMO
The landlord failed to handle the resident's reports of damp promptly: although its initial response was reasonable, it delayed arranging the required asbestos assessment and then took a further 9 months to complete the…
202234191 Local authority / ALMO / TMO
The landlord failed to properly answer a leaseholder's request for information about the planned replacement of living room and kitchen windows, including whether the works complied with the conservation design brief…
202216303 Local authority / ALMO / TMO
Maladministration for kitchen/bathroom repairs (failed to complete works, no follow-up surveyor visit); maladministration for garden wall repairs (4-month delay, missed appointment, no follow-up); service failure for…
202204732 Local authority / ALMO / TMO
The landlord was found to have provided reasonable redress for its handling of roof leaks and internal damage, having offered £3,500 compensation for earlier failures and a further £200 for ongoing delays and poor…
202124195 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Brent in its handling of multiple repairs (roof/guttering, drain/driveway, a leak, and a driveway service request) and in its record keeping, plus service…
202118180 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of noise nuisance complaints against the resident, as it failed to follow its own ASB policy, did not communicate clearly, and did not recognise the…
202213803 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's ASB reports, having taken appropriate investigative and non-legal actions but with some early communication and…
202207406 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to the resident's downstairs toilet and driveway. The toilet repair took five months despite the resident being a wheelchair user with…
202121420 Local authority / ALMO / TMO
The landlord was found to have service failure for its poor complaint handling, having delayed its stage one response by 15 working days and its final stage response by 24 working days, and failing to follow its own…
202203555 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to the resident's property. Despite acknowledging delays and offering compensation, it failed to complete outstanding repairs (including damp…
202203503 Local authority / ALMO / TMO
The Ombudsman found no maladministration by London Borough of Brent in its handling of a resident's reports of vibration and humming in her home. The landlord investigated the issue through multiple inspections and a…
202214126 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's reports of a leak and damp over three years, with excessive delays, poor communication, and failure to complete repairs.…
202112043 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for ASB handling (delays in gate consultation and CCTV, £350 offered per complainant), service failure for noise/smell reports and waste management (3-year delay installing…
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