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 91 published decisions.
London Borough of Camden Council's maladministration rate (91%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202413678 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports that the lifts were out of service and the resident had no hot water, and service failure in its complaint handling. Although services were…
202429579 Local authority / ALMO / TMO
Maladministration found in the landlord's handling of a leaseholder's reports of leaks and resulting damp, mould and damage, due to poor record keeping, closing jobs before confirming leaks stopped, and failing to keep…
202453391 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to water leaks causing damp and mould, due to repeated delays in carrying out work identified in surveys (including a 247-day delay before raising a roof work…
202541121 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of heating issues, where emergency repair timescales were repeatedly missed and heating was not restored for nearly 8 months. Service failure was found in the…
202527520 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of leaks including damp and mould, and in its handling of the associated complaint. The landlord missed opportunities to investigate the leak source,…
202335284 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to a report of a wastewater leak into the kitchen, where its contractor missed two opportunities to diagnose the leak despite clear reports of escalation,…
202405194 Local authority / ALMO / TMO
The Ombudsman found maladministration by the landlord in its response to a mice infestation and request for reimbursement of private treatment, as it failed to prioritise the issue, consider health risks to a young…
202425657 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a repair to a leaking stopcock, which took 43 working days against a 20-working-day policy timescale, and where the landlord failed to clarify whether…
202346577 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports that lime trees had caused structural damage, due to avoidable delays in structural monitoring and tree works, poor communication…
202347137 Local authority / ALMO / TMO
Maladministration found in the landlord's handling of the resident's reports of smells and fumes entering her property from a neighbouring property, where it failed to act on its own operatives' evidence of fumes…
202403980 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision not to reimburse the resident for private plumber costs incurred to repair a leak in a communal water tank, and no maladministration in complaint…
202521825 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and service failure in its handling of the complaint. The landlord repeatedly failed to meet its repairs and…
202516776 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports about staff conduct and in its complaint handling. The landlord investigated the staff conduct complaints reasonably, but failed…
202527094 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of outstanding repairs and structural issues, because it did not act in accordance with guidance on Pre-action Protocol for…
202525117 Local authority / ALMO / TMO
The landlord was found responsible for maladministration in its handling of repairs to an adapted bathroom (including damp and mould, a leak, fly infestation, damaged flooring and inconsistent responses to shower…
202503109 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's shower repairs, as the landlord responded appropriately to the repair reports and made reasonable temporary accommodation…
202441561 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress from the roof, damp and mould, due to delays in acting, failure to act on essential roof work recommendations…
202320005 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of antisocial behaviour (it investigated and acted appropriately but missed opportunities to manage the resident's expectations about whether the…
202513249 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of repairs: it repeatedly failed to complete repairs it had committed to after an earlier determination, including damp and mould, cracks,…
202429434 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to reimburse additional electricity costs incurred running dehumidifiers and oil radiators (following flooding and loss of…
202522015 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for help with his property and a move, and service failure in its complaint handling. The landlord offered a transfer without…
202414557 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of two leaks and resultant damp and mould, and maladministration in its complaint handling. The landlord took around 21 months…
202336573 Local authority / ALMO / TMO
The landlord was found responsible for maladministration in its handling of a roof leak repair and bathroom ceiling damage, as repairs were not carried out within policy timeframes (the roof was fixed 14 months after…
202508589 Local authority / ALMO / TMO
The Ombudsman found maladministration in how the landlord dealt with works to the external steps (temporary scaffold steps left in place far longer than necessary, with poor and at times dismissive communication) and…
202442504 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of no heating and hot water (it failed to attend one emergency repair within its repairs policy timescales and communicated poorly), and…
202438005 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a roof leak that remained unrepaired over 2 years after it was reported, and in its handling of the associated complaint. The landlord was ordered to…
202335792 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's ASB reports because it could not demonstrate that it investigated the neighbour's flooring or communicated an outcome, while finding…
202435085 Local authority / ALMO / TMO
There was service failure in the landlord's handling of reports of ASB because it failed to complete a risk assessment and action plan and did not communicate its actions to the resident until the formal complaint.…
202512741 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould — it delayed unreasonably in arranging removal of a redundant boiler flue it believed caused the damp, failed to diagnose the cause, did…
202336929 Local authority / ALMO / TMO
The Ombudsman found maladministration in how the landlord handled the leaseholder's reports of a roof leak and of damp and mould — it delayed unreasonably in inspecting and rectifying the leak, missed multiple…
202341248 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the resident's loss of heating and hot water: its contractor unreasonably delayed restoring supply, attended repeatedly to diagnose the same issue, failed…
202504809 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and a leak, as it took an unreasonable amount of time to complete repairs over a 7-month period and its record…
202342417 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a roof leak and related repairs, which remained unresolved almost three years after the repair was first raised, and maladministration in its…
202328620 Local authority / ALMO / TMO
The landlord failed to answer all of the leaseholder's questions about its energy procurement in an accessible, user-friendly way, relying on an external link containing a document over 380 pages, and missed…
202335140 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of repairs to the communal flooring (unreasonable delay in completing works despite the resident reporting a trip hazard) and in its handling…
202448622 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's concerns about repeated lift breakdowns due to poor communication and a lack of proactive repair approach, and service failure was found in…
202414070 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (poor record keeping, failure to determine cause, no risk assessment of vulnerabilities, no consideration of…
202401024 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's noise report (it did not follow through on an agreed visit/noise test or offer noise diaries/apps) and maladministration in its handling…
202412416 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request to repair a fallen garden wall trellis, which took from May 2023 until October 2024 to complete, and service failure in its…
202337006 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to ventilation system repairs (an identified fault left outstanding for a significant period) and service failure in its response to the loss of heating…
202505115 Local authority / ALMO / TMO
The landlord was found to have caused service failure in its handling of the resident's reports of damp and mould, and service failure in its complaint handling. It unreasonably delayed responding to the resident's…
202407878 Local authority / ALMO / TMO
The landlord's handling of recurrent loss of heating and hot water over the winter period amounted to maladministration. Although it responded to individual reports, it failed to address wider concerns (the resident…
202452404 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's anti-social behaviour reports, as it had investigated, liaised with police and other agencies, and acted where there was evidence.…
202439436 Local authority / ALMO / TMO
The resident complained about the landlord's handling of a repair to her kitchen light and the associated complaint. The Ombudsman found the landlord's handling of the repair amounted to reasonable redress (it…
202347174 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident leaseholder's reports of no heating (which ran from October 2023 to at least May 2024 without a lasting solution, with poor record keeping…
202412754 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour caused by cannabis smoke entering her flat, as its approach was more reactive than proactive, its…
202452256 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp in the property — it failed to identify the root cause of damp in the communal hallway and did not resolve window issues it had been alerted to,…
202431629 Local authority / ALMO / TMO
The resident asked the landlord to repaint her hallway after a roof leak damaged decorations. The Ombudsman found no maladministration: the landlord resolved the leak promptly, correctly advised that internal…
202501402 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reported outstanding repairs, damp and mould, and the conduct of a visiting operative. The Ombudsman found the landlord made a reasonable offer of redress prior to…
202446702 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak — it failed to carry out repairs in line with its repairs policy, did not follow through on commitments made in…
202501426 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak from her sink: it enforced a £150 recharge for a replacement sink based on one plumber's opinion without seeking a…
202443612 Local authority / ALMO / TMO
The resident reported that a contractor damaged her belongings (an oven, velvet bed and table) during post-fire repair works and requested compensation. The Ombudsman found no maladministration: the landlord responded…
202339530 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks and associated repairs (including radiator, flooring and plastering delays, and poor consideration of the resident's…
202430722 Local authority / ALMO / TMO
The Ombudsman found maladministration by the landlord in its handling of the bathroom window repair (failure to apply its own repair and recharge policies and to assess the rotten window frame) and maladministration in…
202419803 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a recurring leak through a communal roof into his living room and hallway. It could not demonstrate it completed a repair…
202402324 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's heating and hot water reports (recurring issues over 12+ months, delayed repairs, no assessment of impact or alternative heating, and no…
202406073 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of soil pipe blockages affecting the downstairs toilet and upstairs bathroom and reports of discoloured water in the bathroom. The Ombudsman determined the complaint was…
202322301 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour and harassment, and a service failure in its complaint handling due to delay. The complaint about the…
202421397 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (failure to create an action plan, respond to reports, safeguard/provide tailored support, and consider non-legal…
202437616 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of roof leaks causing loss of electrics and damp and mould, the condition of the skylight, ivy growth and a loose gas pipe,…
202417664 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and the associated repairs. Although the landlord addressed the mould, it did little to treat the cause,…
202442744 Local authority / ALMO / TMO
The landlord failed to effectively handle a leak from the flat above into the resident leaseholder's property, allowing significant delays in identifying the source and completing the repair. The Ombudsman found the…
202424434 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a bathroom leak reported in July 2023, where repairs were significantly delayed over more than 12 months and the resident was left living with a damp,…
202423527 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports about leaks, damp and mould, and sink back surges, and service failure in its handling of reports about ASB from a neighbour.…
202321315 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a home loss payment (paid about 2.5 years after the resident was required to move, and about 4 months after its final stage response) and in its…
202410608 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a roof leak, damp and mould: over a prolonged period it failed to take meaningful action, conduct a timely damp survey (18 months), progress the…
202317709 Local authority / ALMO / TMO
The resident complained that the landlord failed to consult tenants and leaseholders before rolling out a universal key scheme and about the landlord's handling of that complaint. The Ombudsman determined the complaint…
202348136 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the condition of the property at the start of the tenancy, although it identified shortcomings in the landlord's void inspection (gutters and front door not inspected). It…
202310255 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour (including failure to adequately investigate, complete an up-to-date risk assessment or agree an action…
202215702 Local authority / ALMO / TMO
The Ombudsman found maladministration by Camden Council for its handling of a resident's noise nuisance reports and associated complaint. The landlord failed to keep adequate records, did not offer noise diary or…
202326521 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a repair to a communal front door, which was forced open to deliver a fire safety programme, leaving the building insecure and following inadequate…
202331237 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of noise nuisance, maladministration in its handling of compensation offered following a previous Ombudsman determination, and…
202329817 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour — it failed to complete a risk assessment until over two years after the initial reports, did not agree…
202322539 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of asbestos control measures during proposed fire safety works, because although ordering a new asbestos survey was reasonable, it missed several…
202407729 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould in her bedroom and of kitchen waste backing up into her bath. It ordered the landlord to apologise and pay…
202332543 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of low water pressure — it concluded the facilities were "sufficient" without enquiring into her disabled son's needs or…
202417323 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak into his home and the associated repairs, including damp and mould, after the leak continued for 19 months and…
202327461 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of drainage problems — a complex repair that left a disabled "enhanced living" resident without a working washing machine drain…
202324855 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's claim for a refund and compensation after periods without heating and hot water. The Ombudsman found service failure: the landlord delayed on some…
202406147 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in handling the resident's reports of floorboard noise from the flat above: it took no effective action for over two and a half years, wrongly described…
202322440 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak from the resident's bathroom: although it took initial steps to manage the leak, it failed to consider a temporary repair or alternative bathing…
202317178 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise transference from the flat above and in its handling of the complaint. The landlord took some reasonable steps but failed…
202324739 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of second-hand smoke entering his property through the ventilation system. Failures included not following its urgent repair…
202226400 Local authority / ALMO / TMO
The Ombudsman found the earlier complaint heads (service charge waiver, damp and mould treatment, kitchen size impact, communal garden) were outside jurisdiction as they were brought more than 12 months after the…
202410150 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the property, reports of damp and mould, and its complaint handling; service failure in the handling of the boiler, radiator and stopcock…
202326928 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of damp and mould, and its complaint handling. The Ombudsman determined the complaint is not within its jurisdiction because the condition of the property is…
202318181 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould and the associated repairs (including two missed inspection appointments, failure to act on the resident's email,…
202305961 Local authority / ALMO / TMO
The resident complained about the landlord's response to leaks, damp and mould, its handling of various estate management and property-related issues, and rubbish left on a nearby roof. The Ombudsman determined that…
202233880 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ongoing water leaks from the flat above, in its handling of the complaint and the compensation offered, and in its record…
202227296 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's repeated failure over many months and 9+ visits to diagnose and fix a slow flow of hot water, ordering £200 compensation and an action plan, while finding its…
202401963 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a notice to remove fencing and in its conduct of a visit, due to failures to demonstrate due regard to its Equality Act 2010 obligations, inadequate…
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