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 40 published decisions.
London Borough of Hillingdon's maladministration rate (83%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202329442 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of charges to the resident for repairs after her tenancy ended, because it did not adequately consider whether damp and mould had caused the damage it…
202402273 Local authority / ALMO / TMO
The resident complained that contractors did not remove protective floor coverings, leading to a fall, and was unhappy with the landlord's handling and compensation. The Ombudsman found no maladministration in the…
202439557 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the kitchen and bathroom replacement at the property, including failure to complete works in the stated timescales, failure to repair a leak within the emergency…
202415289 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in its handling of a leaseholder's concerns about fire safety and the condition of a neighbouring property (including a pest infestation and odours), having…
202329872 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the property's condition on letting (energy supply issues), its response to reported leaks, and its complaint handling;…
202453498 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of damp and mould: repairs causing damp and high humidity were not remedied within its policy timeframes, and the £50 previously awarded did…
202427669 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's report of no adequate fridge space and concerns about the property condition when let, and no maladministration in its handling of…
202452711 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and associated repairs, and service failure in its handling of the complaint. The landlord repeatedly failed to…
202423080 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's concerns about staff conduct and about the garden and overhanging trees at her property. The landlord failed to evidence an adequate…
202323642 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's compensation request following a missed gas safety check appointment. The landlord failed to have a published procedure for contractor…
202322717 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a loss of heating and hot water. It took the landlord around 12 months to restore hot water to the kitchen tap, and it failed…
202204344 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about a neighbour's barking dog, as the landlord took reasonable steps including a home visit and speaking to the neighbour.…
202346988 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs reported at the start of the tenancy and maladministration in its complaint handling. A system error left the property off the landlord's…
202402457 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (delays installing a kitchen fan and completing roof works) and in its handling of reports of damp and mould. It ordered a written…
202338766 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of radiators not working (no heating in the bedroom, hallway and bathroom over two winters) and in its handling of the…
202308454 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of roofing works: it misdiagnosed the damp problem, delayed diagnosing and resolving the leak for almost nine months, and provided incorrect information…
202226669 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports about a communal security gate, ordering an inspection, apology, and £150 compensation.
202334242 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports that it had sold land (her front garden/driveway) belonging to her property without her knowledge as part of a neighbour's right…
202310109 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the heating system — it failed to effectively repair the heating when it knew the system needed replacing, ignored its contractors'…
202313798 Local authority / ALMO / TMO
The landlord's handling of the resident leaseholder's reports of a leak into the property and the associated repairs amounted to service failure. It did not meet its own repairs timescales, did not treat reports with…
202310021 Local authority / ALMO / TMO
The landlord took approximately six months to carry out a mould treatment after the resident reported damp and mould, a substantial deviation from its own 20-working-day repair timescale, and it failed to properly…
202324088 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's management of kitchen renewal works, its record keeping, and its handling of the resident's complaint. The landlord failed to treat leaking stopcocks as an…
202204024 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of repairs to the thermostat, radiators, and boiler, and no maladministration in its complaint handling or response to the compensation request. Some…
202201619 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of poor workmanship on balcony repairs. Although the landlord responded promptly to initial concerns, it failed to commission an independent…
202230250 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a heating and hot water loss, as it failed to provide alternative heating over 5 days in winter and did not address the resident's increased energy…
202110990 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of soot-like deposits on his balcony, because it failed to signpost him to the environmental health officer despite repeated…
202222294 Local authority / ALMO / TMO
A mobility-impaired tenant was left without a usable wet room and washing facilities for about six months due to poorly completed adaptation works, unreasonable delays, and poor communication, having to stay with…
202102073 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the communal garden or ASB reports about the resident. However, maladministration was found in the landlord's handling…
202105216 Local authority / ALMO / TMO
The landlord generally handled boiler repairs appropriately over a 9-month period, attending most call-outs within timeframes and eventually replacing the boiler. However, it failed to attend the first report within the…
202010313 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Hillingdon for failing to investigate the resident's allegations of discriminatory comments by staff, and for providing complaint responses that did not address…
202009185 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about a gas safety certificate. The landlord's final complaint response lacked detail, dismissed the resident's concerns without…
202104614 Local authority / ALMO / TMO
The Ombudsman found no maladministration by London Borough of Hillingdon regarding the replacement of estate lighting with LED lights. The landlord made reasonable attempts to address the resident's concerns about light…
202102461 Local authority / ALMO / TMO
The Ombudsman found service failure by London Borough of Hillingdon for delaying over two months in addressing blocked communal guttering and for failing to properly consider health and safety concerns about moss on a…
202109796 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of exterior guttering repairs due to poor communication and lack of updates, and maladministration in its complaint handling due to significant delays in…
202012171 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to mould reports. It acted promptly after a January 2021 inspection but failed to complete the identified remedial works by the time of this…
202109303 Local authority / ALMO / TMO
The Ombudsman found no maladministration by London Borough of Hillingdon regarding its response to the resident's reports of repairs issues (blocked pipes, boiler, shower, electrics) and a rodent infestation. The…
202012846 Local authority / ALMO / TMO
The landlord was found to have maladministration for its response to the resident's reports about a damaged porch roof. It provided only temporary repairs, failed to follow surveyor recommendations, delayed…
202103112 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its handling of bathroom adaptations, as it acted on Occupational Therapy recommendations and practical constraints. However, there was service failure in…
202004603 Local authority / ALMO / TMO
The landlord was found to have service failure for delays in replacing the front door (10 months), responding to damp and mould reports, and addressing window defects. It was also found to have maladministration for…
202000105 Local authority / ALMO / TMO
The Ombudsman found no maladministration by London Borough of Hillingdon regarding its response to the resident's reports of water ingress between August and December 2019, and its handling of concerns about the…
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