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 59 published decisions.
London Borough of Croydon's maladministration rate (92%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202402013 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks from the upstairs flat, which took approximately 8 months to resolve due to failures in gaining access, record keeping…
202441254 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould at the property, which was caused by a wet room leak and took approximately 10 months to start addressing, and in its handling of the…
202347151 Local authority / ALMO / TMO
There was service failure in the landlord's handling of repairs to the boiler and the resident's request for compensation for gas usage, due to failure to appropriately prioritise a repair, not considering the…
202416544 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB: it did not demonstrate it appropriately investigated the July 2024 report, missed its ASB policy timescale for making…
202518995 Local authority / ALMO / TMO
The complaint concerned the landlord's response to reports of damp and mould and alleged delays in remedial work. The Ombudsman found it had no jurisdiction because the same matters and time period were the subject of a…
202504858 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leak (it delayed, failed to raise repairs after survey, failed to monitor repairs and communicated poorly), and service failure in its…
202436719 Local authority / ALMO / TMO
The landlord provided reasonable redress for its handling of the resident's noise nuisance reports, having recognised its failings and offered proportionate compensation of £650. However, the Ombudsman found…
202514330 Local authority / ALMO / TMO
The Ombudsman found maladministration in the London Borough of Croydon's handling of a resident's damp and mould reports, in its complaint handling, and in its record keeping. It ordered compensation of £1,818.75, a…
202507307 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of adaptations to make a property suitable for the resident's family, as its communication about delays was poor, though the delays themselves were…
202502469 Local authority / ALMO / TMO
The landlord was found to have severe maladministration in handling a leaseholder's reports of leaks, damp and mould, having delayed repairs to water ingress and failed to carry out a thorough investigation of the…
202405151 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a faulty heating system, which remained unresolved for almost 9 months due to poor communication of repair visits and a lack…
202409223 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the external structure of the property, where poor record keeping and a sub-contractor change caused long delays and it failed to properly…
202515498 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, as it failed to record, investigate, and act on her reports, did not complete risk assessments or consider her…
202403515 Local authority / ALMO / TMO
The Ombudsman found reasonable redress. The landlord delayed completing ceiling repairs and in handling the complaint (including a stage 2 delay of over 7 months), but its offered £450 compensation was in line with…
202501875 Local authority / ALMO / TMO
The landlord offered reasonable redress in its handling of reports of antisocial behaviour, having acknowledged delays and communication failures, taken appropriate steps to address the ASB, and offered £400…
202407425 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of leaks, damp and mould, and service failure in its handling of the associated complaint. The landlord was ordered to pay £1,100 compensation…
202314582 Local authority / ALMO / TMO
The Ombudsman found the landlord's offer of redress prior to investigation resolved the complaint about its handling of the resident's reports of ASB by a neighbour, but found service failure in its handling of the…
202421223 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that her kitchen doors should be fire doors, and in its handling of her reports of faulty internal sliding doors, due to…
202419946 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of drafty windows (failure to address a potential safety hazard and excessive delays) and of a faulty storage heater (failure to prioritise a…
202332109 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom adaptations and the noise from the shower pump, due to inconsistent communication, raised then retracted expectations, unresolved noise and…
202417068 Local authority / ALMO / TMO
A local authority landlord was found to have service failure in its handling of bathroom, cloakroom and kitchen repairs and in its record keeping, and maladministration in its handling of external door repairs, radiator…
202332332 Local authority / ALMO / TMO
The landlord's handling of the resident's request to relocate her own oven and fridge freezer was reasonable, but there was maladministration in its handling of reported mould (a cancelled survey job left unresolved and…
202408427 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of uncapped gas and subsequent remedial repairs, and its complaint handling. Following the Ombudsman's intervention the landlord offered £3,610 in total…
202327945 Local authority / ALMO / TMO
The landlord's handling of an emergency request to access a communal cupboard (following a loss of electricity) amounted to reasonable redress, as it met its 24-hour target, accepted its communication failings,…
202331071 Local authority / ALMO / TMO
The Ombudsman found maladministration in the local authority landlord's handling of the resident's reports of repairs (kitchen and bathroom works) and in its complaint handling. It ordered the landlord to apologise, pay…
202402696 Local authority / ALMO / TMO
The Ombudsman found the resident's request to move falls outside jurisdiction (a matter for the LGSCO, and the Ombudsman cannot order a move). It found maladministration in the landlord's handling of reports of mould…
202405183 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of damp and mould and associated repairs, which were left unresolved for a prolonged period with poor coordination and oversight of works. The…
202321534 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of boiler repairs, as it failed to arrange the £90 and £20 payments its contractor owed the resident under its repairs policy, and maladministration in its…
202338569 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs and the resident's decant request, its handling of damp and mould, and its complaint handling. It ordered £1,400 compensation (inclusive of a…
202303078 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, her signup to a property, her concerns about staff conduct, and its complaint handling, and service failure in its handling…
202220147 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of disrepair at the start of the tenancy, with extensive delays (44-142 days beyond policy), inaccurate information, failure to manage asbestos,…
202338253 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's facilitation of a water meter reading, maladministration in its handling of repairs, its management of the rent account and its complaint handling, and severe…
202318405 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of repairs at the property (drainage/back surges, heating and hot water loss, damp and mould, and lift issues) and maladministration in…
202120044 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Croydon for its handling of a resident's requests for kitchen improvement works (including washing machine installation) and for its complaint handling. The…
202317525 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and damp/mould, its repairs to the windows and doors, and the drainage issues in the garden. It found severe…
202232244 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the repair to the external air vent/extractor fan, maladministration in its handling of the repair to address the draughty window, and reasonable redress…
202323686 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of damp, mould and associated repairs (delay from being on notice in February 2022 until September 2023, poor record keeping, and no…
202325855 Local authority / ALMO / TMO
The Ombudsman could not consider the resident's complaint about the landlord's breach of a disrepair settlement agreement as it concerned matters that could be raised in legal proceedings, which were already underway.…
202310317 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a complaint made against the resident by a contractor (the warning letter was fair and reasonable), but found maladministration in the landlord's…
202227737 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of prolonged noise nuisance from an upstairs neighbour, plus maladministration in complaint handling and record keeping, ordering £1,250…
202203123 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB (poor communication, no risk assessment or action plan) and of a mice infestation (unreasonable delay, poor record…
202209163 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs after a mutual exchange, including significant delays with safety devices (smoke alarms), insecure doors, a loose bannister, toilet flushing…
202227185 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of repeated leak reports and resulting damp and mould, which took up to 355 working days to properly inspect, and maladministration in complaint…
202232329 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of repairs (including leaks, damp and mould) or of a pest infestation. However, there was service failure in the landlord's handling of concerns about…
202214040 Local authority / ALMO / TMO
The Ombudsman found that the landlord had offered reasonable redress for delays in inspecting the resident's cooker hob (which was functional throughout). However, there was maladministration in the landlord's handling…
202216848 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Croydon for failing to progress proposed ASB-reduction measures from a September 2021 multi-agency meeting, taking over 18 months to complete any works and…
202118843 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of anti-social behaviour, including failures to adopt a victim-centred approach, assess risk, communicate regularly, and…
202204220 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports about toilet and drains, and no maladministration in its response to asbestos concerns. The resident's request to move was…
202205866 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour, service failure in its complaints handling, and maladministration in its record keeping. The landlord…
202204778 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of a noise nuisance report, where the resident waited over four years for promised noise recording equipment and received poor communication.…
202122556 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour (noise), because the landlord failed to carry out an ASB case closure questionnaire as required by its own…
202201712 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Croydon for poor communication and delays in handling the resident's reports of ASB and noise from neighbours, and for its handling of counter-allegations made…
202215975 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of a mutual exchange application, where delays in inspections and electrical works caused the exchange to fall through, and the landlord failed to…
202117164 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the resident's succession to her late mother's tenancy following a court order, due to delays in issuing documents and failing to update its records,…
202109511 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of poor workmanship following a decant for damp and mould works. The landlord failed to properly address concerns about the…
202016200 Local authority / ALMO / TMO
The Ombudsman found that the landlord made an offer of reasonable redress regarding its handling of repairs following leaks from the property above. The landlord accepted delays in tracing a second leak and booking…
202017495 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to be moved following an assault. However, service failures were found in handling medical circumstances for a property…
202010302 Local authority / ALMO / TMO
The Ombudsman found service failure (maladministration) in the landlord's handling of outstanding repairs, as the landlord was aware of needed repairs but failed to schedule them, requiring the resident to chase. No…
202008020 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for service failures in handling the resident's rent and council tax accounts following a decant. The landlord failed to complete the sign-up checklist,…
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