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 68 published decisions.
London Borough of Hammersmith and Fulham's maladministration rate (81%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202415935 Local authority / ALMO / TMO
The Ombudsman found it could not investigate the resident's reports about leaks, bathroom mould and overcrowding/housing transfer (outside jurisdiction), but found maladministration in the landlord's handling of a pest…
202535597 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to a blocked bathroom sink (it failed to investigate the underlying cause of recurrent blockages) and in its complaint handling (it closed the complaint…
202404336 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the boiler replacement and satellite repair, reasonable redress for the gas cooker repair and call centre communications, and service failure in the…
202524531 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of ASB by a neighbour, as it responded promptly and appropriately. However, it found service failure in the landlord's…
202527848 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's concerns about the cause of a downpipe repair. The Ombudsman found reasonable redress: the landlord acknowledged at stage 2 that it had not addressed…
202316026 Local authority / ALMO / TMO
The Ombudsman found the resident's complaint about a leak, decorative damage and a faulty carbon monoxide detector was not within its jurisdiction because it was not raised at stage 2 of the landlord's process. It found…
202402636 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the refund of water commission to the resident, as its explanation was clear and consistent with the tenancy terms. It also found no…
202502882 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports due to delays in inspection and works, with the majority of the £725 compensation offered only after the complaints process…
202343090 Local authority / ALMO / TMO
No maladministration was found in the landlord's communication concerning a rent increase and refurbishment programme, as it acted in accordance with the tenancy agreement and clearly communicated its position. However,…
202347459 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the replacement of the resident's bedroom window, due to significant delays (162 working days to install and a further 189 working days to complete…
202335961 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's reports of a leak, which took 18 months to achieve a lasting repair due to delays in internal inspections, external repairs, and poor record…
202406300 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to reports of a leaking gutter, a collapsed stone planter and associated cold and damp, noting poor record keeping and communication but that the…
202433950 Local authority / ALMO / TMO
The Ombudsman found the rehousing application complaint outside its jurisdiction (LGSCO matter), reasonable redress for the landlord's handling of damp and mould reports and for its complaint handling, and…
202404505 Local authority / ALMO / TMO
The complaint about the landlord's response to the notice to quit was found to be outside the Ombudsman's jurisdiction because legal proceedings were issued at court and the matters at court are substantially the same…
202346048 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, as it failed to properly investigate external root causes and complete repairs within a reasonable timeframe, leaving the…
202305309 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise transference, due to failures to follow its ASB policy, delays in identifying inadequate flooring (nearly 18 months),…
202342558 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of multiple repairs and its complaint handling amounted to reasonable redress: its £1,000 compensation offer (plus the lessons and steps it took) was enough to put things…
202516108 Local authority / ALMO / TMO
The Ombudsman found the complaint about management of major roof works and financial management of the project was outside jurisdiction as the resident's property was not affected. There was service failure in the…
202322934 Local authority / ALMO / TMO
The landlord acted in line with its noise nuisance policy when it sent the resident a letter advising of an allegation against her, but made minor communicative omissions afterwards, which the Ombudsman found to be…
202321886 Local authority / ALMO / TMO
The resident complained about the landlord's handling of reports of noise nuisance from a neighbour. The Ombudsman found the complaint outside its jurisdiction because the council's Environmental Protection Service was…
202419069 Local authority / ALMO / TMO
No maladministration was found in the landlord's response to the resident's reports of noise from an upstairs neighbour, as it used its discretion effectively to progress action and fund carpet fitting. However, service…
202518785 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports about hot water supply issues (due to poor communication about leaseholder repair responsibilities) and about contractor conduct…
202226285 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of damp and mould repairs and its associated complaint, contingent on payment of the £1,400 previously agreed compensation, with no further orders made.
202521839 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (it did not follow its ASB policy, provided insufficient evidence of its actions and did not adequately…
202345933 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to reports of damp and mould due to significant delays in acting on surveyor recommendations, repeated ineffective mould washes, and failure to address loss of a…
202342767 Local authority / ALMO / TMO
The Ombudsman found service failure in how the landlord dealt with reports of a leak and the follow-up repairs: it did not meet its repairs policy timescales, taking over 3 months to fix the leak and a further 11 months…
202334879 Local authority / ALMO / TMO
A leaseholder complained that the landlord was not transparent about arrears on her service charge account and did not notify her for around three years, causing financial strain. The Ombudsman found no…
202340410 Local authority / ALMO / TMO
The complaint concerned the landlord's response to a request to uncap the gas supply at the property (leaving the resident without heating and hot water for five days) and to outstanding shower repairs. The complaint…
202340806 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of communal repairs, including an external leak and a communal post box repair, and maladministration in its handling of the associated complaint. The…
202509424 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould, and service failure in its handling of the complaint. The landlord took 22 months to fully complete…
202347227 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of intrusive noise from a neighbour and in its handling of the complaint. It ordered a written apology from a senior manager,…
202339384 Local authority / ALMO / TMO
The complaint about the landlord's handling of window repairs was resolved with the Ombudsman's intervention. The landlord took no action to replace the windows between 2021 and 2023 despite agreeing to do so, and the…
202335928 Local authority / ALMO / TMO
The landlord delayed in permanently resolving the blockage that caused raw sewage to flood the resident's property and had to clean the property three times, but it offered reasonable redress (compensation and works)…
202441018 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in its handling of repairs to the resident's property (failing to consider her individual needs, failing to monitor and manage the repairs and temporary…
202345959 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the resident's reports of damp and mould: key repairs identified in May 2023 were not completed within its policy timescales, a further inspection was delayed…
202327538 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports about the standard of cleaning and maintenance in communal parts of the block, and service failure in its handling of the…
202331963 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to remove items from her previous address, its handling of reports of a flood and resulting damage at her temporary…
202449861 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and associated repairs (delayed radiator installation, failure to pursue external repointing with the freeholder,…
202405556 Local authority / ALMO / TMO
The landlord failed to resolve a leak affecting the leaseholder's property within its repairs policy timescales, allowing water ingress to continue for over 10 months through repeated misdiagnoses and failed repairs.…
202340356 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to reconsider the external communal area (plant bed) arrangements, as it took reasonable steps and honoured its legal…
202335312 Local authority / ALMO / TMO
The landlord's handling of the resident's reports of a leak into her bathroom amounted to maladministration, with the leak taking around 12 months to stop and 20 months before the bathroom was restored, amid poor record…
202321203 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs, which were delayed well beyond its repair policy timescales and not put right through its complaints process, and ordered a further £150 plus an…
202418615 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests in the property, due to slow and uncoordinated repairs and communication failures, and ordered a £500 payment and an…
202325010 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's concerns about planning permission for ground floor flats, reports of antisocial behaviour (ASB), and grounds maintenance, plus its complaint handling.…
202325283 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of an ongoing bed bug infestation (including failing to follow through on a promised further temporary accommodation offer and not adapting its…
202435920 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of damp and mould at a secure tenant's property. The Ombudsman found the landlord acted reasonably (with only a slight delay in the initial mould wash) and that its prior…
202438884 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak. It did not apply its damp and mould self-assessment, failed to take interim steps to mitigate internal damp,…
202319025 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the resident's requests to fit bifold bathroom doors and for bathroom adaptation works outside its jurisdiction, and found the landlord offered reasonable redress for its…
202429269 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of noise nuisance from a neighbour, citing failures including no ASB case being opened, no risk assessment, missing…
202418398 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to a bedbug infestation: it repeatedly used the same ineffective treatments, failed to consider alternative methods, decant or a risk assessment,…
202325833 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of front door repairs: emergency make-safe work was done promptly and complaint responses were timely, but a follow-on door and frame renewal was repeatedly…
202306618 Local authority / ALMO / TMO
The Ombudsman found the complaint about the condition of the previous property upon letting was outside jurisdiction (raised over 12 months after the matters arose). It found service failure in the landlord's handling…
202421435 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's request to replace her single-glazed windows and her concerns about heat loss. The Ombudsman found service failure: the landlord reasonably inspected the…
202403177 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports that the resident's external doors and windows were affected by subsidence, citing repeated delays in inspecting them, poor communication,…
202423217 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould: repairs identified in June 2023 were not completed until February 2024, inspections lacked context for damp meter…
202316559 Local authority / ALMO / TMO
A leaseholder complained about the accuracy of service charge accounts and interest in a pre-sale pack, a request for a full statement of account since 2012, information about major works charges and documents in…
202426557 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of window repairs: it ruled out full replacement due to cost without considering alternative solutions and failed to demonstrate the property was…
202346836 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reported snags after moving in, its handling of her reports that she had no electricity, its complaint handling, and its record keeping.…
202327447 Local authority / ALMO / TMO
The landlord took around 2.5 years to carry out a permanent repair to a hole in the paving by the communal entrance after making the path safe, and failed to show it had done all it could to reduce the potential hazard,…
202322496 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of damage to her possessions caused by damp and mould (it failed to advise her she could claim against its liability insurers,…
202308348 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of noise and pigeon nuisance and of black mould in the resident's bedrooms, and reasonable redress in its handling of a sewage back surge and of…
202313990 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs, covering cracks within and outside the property, window issues, front door issues, and damp and mould. It ordered a…
202319095 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of repairs, which took several months to complete, and its complaint responses. Following the Ombudsman's intervention, the landlord offered an apology and a total of £925…
202312998 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's report of a toilet repair (the landlord's £1,400 offer being reasonable), maladministration in its handling of reports of poor…
202341738 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports that his windows needed replacing and in its record keeping, and service failure in its handling of the complaint. The issue of…
202308770 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and damage to the property, and maladministration in its handling of the resident's request to be decanted, plus…
202303975 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of a leak and associated damp and mould report: the landlord had failed to manage the repair reasonably (incorrectly recording the repair as complete…
202220040 Local authority / ALMO / TMO
The landlord took over 32 months to repair a bathroom leak that should have been fixed within 3 working days, and delayed its complaint responses significantly. It offered £2,425 compensation and a new bathroom, which…
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