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 167 published decisions.
London Borough of Lambeth's maladministration rate (94%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202505597 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and a cracked hallway ceiling following a roof leak, and maladministration in its handling of the associated…
202343152 Local authority / ALMO / TMO
The landlord delayed responding to the resident's leak reports, failed to follow its repairs policy, and did not progress the repair within a reasonable timeframe or keep the resident informed; it also failed to address…
202534720 Local authority / ALMO / TMO
There was maladministration in the landlord's response to the resident's reports of repairs to the windows due to unreasonable delays and poor communication after it committed to replacing them, with the matter…
202342503 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's request for replacement windows due to an unexplained 14-month delay, and in its record keeping. Service failure was found in complaint handling…
202344999 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of damp, mould and repairs, noting the landlord delayed repairs but apologised and paid £650 total compensation (£150 offered plus £500 disrepair…
202346734 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of window replacement works due to an unreasonable delay of 3.5 months beyond unavoidable consultation and manufacturing periods, with poor communication…
202346606 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of void works and follow-on repairs, as the property did not meet its lettable standard at the start of the tenancy and defects remained unresolved for an…
202534426 Local authority / ALMO / TMO
The landlord provided reasonable redress in response to the resident's enquiries during the onward sale of her leasehold property, which concerned an error in the transfer of the freehold title and a missing plan. The…
202432099 Local authority / ALMO / TMO
The landlord failed to respond to the resident's follow-up queries about her service charge actuals raised on 11 September 2023, and its complaint handling was significantly delayed and addressed the wrong matter.…
202528547 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of a leak, damp and mould, where a roof leak remained unresolved 368 working days after it was reported, compounded by poor…
202343837 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord in its response to the resident's requests to assign her tenancy to her granddaughter, and service failure in its complaint handling. The landlord correctly refused…
202334182 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to the resident's concerns about a disused building next door, where it set expectations it failed to meet and delayed action over a prolonged period. Service…
202532113 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and various outstanding repairs, and service failure in its complaint handling. The landlord failed to arrange…
202408530 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a blocked kitchen sink (contractor failed to attend within the policy timeframe and the landlord did not consider the impact of the delay) and service…
202519376 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or the complaint. The landlord acted quickly, warned the neighbour and made reasonable contact attempts, though some…
202519737 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and associated damp and mould, which remained unresolved for more than 12 months due to premature closure of repairs,…
202526104 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of damp and mould caused by a broken downpipe, which took 15 months to repair, and maladministration in its handling of the associated…
202505643 Local authority / ALMO / TMO
Maladministration found in the landlord's handling of toilet repairs, where it failed to complete repairs within policy timescales and to re-categorise the repair as an emergency despite the toilet being unusable and…
202424767 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of window replacements and its complaint handling. The landlord delayed at both stages of its complaints process and its communication about which windows…
202337157 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, pest infestation, support needs as a vulnerable person, and complaint. The landlord delayed repairs (including a…
202530163 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, and maladministration in its complaint handling. The landlord failed to address the cause of a leak,…
202515782 Local authority / ALMO / TMO
Maladministration found in the landlord's response to damp, mould and outstanding repairs for failing to provide a works schedule with timeframes and failing to explain its decant refusal.…
202422466 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's report of fly tipping on the estate (30-day delay in removing items) and in its complaint handling (failure to acknowledge the complaint…
202431053 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in its handling of repairs to the resident's wet room, which remained unresolved for 7 months with missed appointments and delays, and in its complaint…
202517305 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak from the flat above, which took 9 months to resolve with poor communication and avoidable delays, and maladministration in its complaint…
202319330 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in its handling of a leak from the resident's bedroom ceiling, in its handling of kitchen repairs (including unresolved ventilation), and in its complaint…
202425244 Local authority / ALMO / TMO
The Ombudsman did not investigate the resident's complaint about the landlord's handling of reports of a toilet leak and associated damage, because it is outside its jurisdiction. The matter had already been decided…
202331345 Local authority / ALMO / TMO
The landlord unreasonably delayed its repairs and redecoration works following a communal leak, failed to maintain adequate records, communicated poorly and did not provide a clear plan or an appropriate remedy,…
202343282 Local authority / ALMO / TMO
Severe maladministration was found in the landlord's response to the resident's reports of damp and mould, which was unreasonably delayed (works completed around 2 years after first report) and failed to follow its damp…
202424377 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Lambeth in its handling of a resident's reports of restricted access to her garden, including unreasonable delay in responding, failure to offer appropriate…
202520647 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the safety of the staircase and handrail, in its handling of reports of internal cracks, and in its complaint handling.…
202401051 Local authority / ALMO / TMO
The Ombudsman found a service failure in the landlord's handling of a mould wash, including a follow-on appointment not being booked, the resident being given the wrong date, a contractor failing to attend a scheduled…
202347067 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to the resident's boiler, citing delays, a failure to consider household vulnerabilities, and inadequate response to carbon monoxide concerns,…
202440922 Local authority / ALMO / TMO
The landlord was found responsible for severe maladministration in its handling of repointing repair work and water ingress through the resident's window, which remained outstanding for 29 months despite knowledge of…
202329834 Local authority / ALMO / TMO
The landlord offered reasonable redress for its handling of the resident's outstanding repairs, where significant failings and delays left disrepair work identified in 2022 unresolved until 2025. However, the Ombudsman…
202523277 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of outstanding repairs, damp, and mould, due to failures to confirm appointments, communicate, raise work orders, and consider habitability,…
202440644 Local authority / ALMO / TMO
The resident complained about the landlord's response to a leak through a hallway light fitting and related electrical safety concerns, leaving the property with inadequate lighting, damp and mould. The Ombudsman…
202404363 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's reports of a roof leak and resultant damp and mould, due to significant avoidable delay (over 7 months), poor communication and weak contractor…
202508157 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak damaging her property, citing significant delays in acting on leak and safety reports, failure to share the…
202441932 Local authority / ALMO / TMO
The landlord failed to respond to the resident's reports of damp and mould in line with its repairs policy and kept poor records, completing the works far outside its published timescales despite the resident's concerns…
202512673 Local authority / ALMO / TMO
The landlord was found to have committed maladministration in its handling of the resident's reports of a recurring leak, which took 8-9 months to resolve and left the resident exposed to damp and mould, and in its…
202338105 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leak (significant repair delays, poor communication, and failure to consider the impact of a prolonged period of partial power loss) and…
202430004 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak from an upstairs tenanted property that caused damage to her leasehold property, including to her electrics. The…
202436408 Local authority / ALMO / TMO
The landlord failed to complete the resident's reported repairs (following a leak) within a timely manner, taking a further 20 months after its stage 1 response, with poor communication and record keeping. It also…
202344328 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of reports of roof leaks: repairs were not completed until over three years after the leak was reported, and it failed to respond to reports of damp and mould,…
202441051 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould, a leak and subsequent damage, and the complaint itself, but no maladministration in its handling of concerns about a security gate. The…
202501648 Local authority / ALMO / TMO
The landlord was found responsible for maladministration in its handling of the resident's reports of a leak and damaged communal paving, due to delays beyond policy timeframes, missed appointments, and failure to…
202414586 Local authority / ALMO / TMO
The landlord failed to take timely and effective action to investigate and resolve the resident's repeated reports of damp and mould over more than three years, significantly delaying mould washes and remedial works and…
202404320 Local authority / ALMO / TMO
The landlord failed to demonstrate it responded to the resident's reports of cracks in an external wall column in line with its repairs policy, its communication was poor, and the repair remained outstanding for over 21…
202452045 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of a recurring roof leak and associated damp damage, where repairs were repeatedly delayed beyond published timescales and the resident was left living with the…
202508037 Local authority / ALMO / TMO
There was maladministration in the landlord's response to the resident's property condition concerns (kitchen, bathroom and WC) and maladministration in its handling of the complaint. The landlord failed to demonstrate…
202336797 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's window repair (delays beyond its policy timescale, poor record keeping and poor communication) and service failure in its complaint…
202422491 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to reported boiler failures and to leaks with associated damp and mould, and maladministration in its response to pest infestations and in its…
202437569 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of collapsed ceilings and remedial repairs, and in its complaint handling. The landlord failed to respond to initial safety…
202212829 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's request for information on major works service charges and in its complaint handling, and service failure in its administration of…
202440462 Local authority / ALMO / TMO
There was severe maladministration in the landlord's handling of repairs to the balcony doors, windows, lift and kitchen electrics, and maladministration in its handling of ASB and thefts, rent arrears, and the…
202405216 Local authority / ALMO / TMO
The landlord unreasonably delayed renewal works to the resident's bathroom and kitchen for a significant length of time, taking over two years to start them, and showed little consideration for her vulnerability. It…
202507402 Local authority / ALMO / TMO
Severe maladministration was found in the landlord's handling of persistent damp and mould reports, where it failed to carry out a timely inspection, form an action plan, or address structural defects and insulation…
202430661 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the condition of the property at the start of the tenancy, including a missed opportunity to complete work before the…
202419305 Local authority / ALMO / TMO
The landlord provided reasonable redress for how it engaged with residents, but there was service failure in how it handled reports of ASB in communal areas and maladministration in how it handled the resident's…
202440702 Local authority / ALMO / TMO
The landlord identified the resident's windows needed urgent replacement over 18 months ago and acknowledged the repairs were a likely contributor to damp and mould, but had not replaced them and failed to prioritise…
202312005 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the service charge account and a request to inspect the service charge accounts. The Ombudsman determined the complaint was outside its jurisdiction because the…
202509527 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of damp and mould in the resident's bathroom (it did not respond in line with its damp charter, failed to agree an action plan, complete a…
202403435 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of blocked drains, maladministration in its handling of outstanding works at the property (which had been identified in a November…
202421626 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damaged plaster (works took 7 months with poor oversight, and damp/mould and HHSRS hazards were not addressed) and in its…
202336114 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's requests for repairs, including significant delays remedying damp and mould and excess expanding foam left outstanding for more than two…
202500618 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the replacement of ceilings containing asbestos — it did not communicate the outcome of the latest asbestos survey to the resident and there was an…
202334817 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of roof repairs, having delayed investigating and resolving a long-standing roof leak that caused water ingress and damage to the resident's flat, and in…
202428095 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to various repairs including leaks, damp, mould, joinery, and garden works, due to prolonged delays (at least 17 months), poor record-keeping,…
202410952 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of external repairs, which took 15 months to complete and included delays in raising works and missed repair timeframes, causing damp and mould in the…
202452181 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's report of a leak (delayed initial investigation, failure to proactively gain access to the property above, and the leak not resolved…
202501138 Local authority / ALMO / TMO
The landlord was found responsible for maladministration in its response to the resident's reports of water ingress, having failed to complete repairs within its timescales and to communicate with the resident, and for…
202342651 Local authority / ALMO / TMO
The Ombudsman found maladministration in how the landlord dealt with reports of subsidence and related damage, citing significant delays in arranging inspections and completing repairs, poor record keeping and…
202330224 Local authority / ALMO / TMO
The landlord failed to act promptly on reports of damage from a roof leak and asbestos in the bedroom ceiling, did not evidence a risk assessment or interim measures, and delayed repairs and asbestos removal, so there…
202419912 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and associated repairs, including unreasonable delays, poor communication and inadequate record-keeping, and service…
202334914 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the bathroom window, which was reported in June 2023 but not completed until October 2024, resulting in damp and mould. It also found…
202430381 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's request to replace her windows: it delayed almost two months replying to her query about Planning Permission, but it had already given…
202420046 Local authority / ALMO / TMO
The landlord was found to have maladministered its handling of a leaseholder's reports of a leak and associated damp and mould, failing to investigate, act on its freeholder responsibilities, or provide an action plan,…
202405340 Local authority / ALMO / TMO
Severe maladministration found in the landlord's handling of bathroom repairs, which were reported in January 2022 but not completed until May 2025, leaving the resident unable to shower and enduring worsening living…
202335573 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's damp and mould reports and subsequent repairs, and maladministration in its complaint handling. It ordered a written apology from…
202403228 Local authority / ALMO / TMO
The complaint concerned the landlord's response to a request to succeed a tenancy. The Ombudsman determined it was outside jurisdiction under paragraph 41.c. of the Scheme because the substantive issue had been the…
202500713 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to address leaks, asbestos and damp and mould (including delay, failure to act on identified damp, failure to assess hazards, and misuse of…
202441786 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and maladministration in its response to the resident's complaint. The landlord failed to act with sufficient urgency,…
202339244 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about roof and external repairs required from March 2023, due to delays (roof guttering repairs 32 days over target, additional…
202332105 Local authority / ALMO / TMO
The Ombudsman found a reasonable offer of redress (a £3,500 settlement and completed repairs) in the landlord's handling of the resident leaseholder's requests to replace the bedroom windows. It found severe…
202449187 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about damp and mould and drainage, a leak into the property, the condition of the windows, and its handling of the associated…
202409283 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident leaseholder's reports of water ingress (taking 13 months to replace windows identified as the root cause, with poor communication, record…
202404048 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB/harassment reports, repairs to the front steps, and request for reasonable adjustments/communication. However, it found service…
202403717 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of communal lift breakdowns: while it attended promptly and took the lift out of service on safety grounds, it failed to provide…
202338811 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's report of a faulty kitchen light fitting: it failed to complete the repair, left records deficient, and did not address the detriment…
202331756 Local authority / ALMO / TMO
The landlord's handling of repairs to the resident's bathroom and kitchen ceilings after a May 2021 leak was resolved by its offer of £460, which the Ombudsman found to be reasonable redress. However, there was…
202430174 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould and the associated repairs, which remained outstanding for approximately 328 days, and maladministration in its handling of the…
202422218 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of an uneven garden surface, as it took around 7 months to complete repairs despite knowing of the trip/fall risk to a vulnerable resident,…
202442696 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise and requests for sound proofing, due to significant delays (including over 15 months to install noise monitoring…
202402913 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a broken dividing fence and overgrown neighbouring garden, and in its handling of concerns about the tree trunk in the…
202334778 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows, which took 112 weeks to fully complete, and service failure in its handling of the associated complaint. It ordered…
202438202 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Lambeth in its handling of repairs to the resident's property (windows, kitchen units, water damage, bathroom floor and exterior repointing) and in its handling…
202438332 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould, and maladministration in its handling of lift repairs and its complaint handling. The landlord was ordered to apologise and pay…
202419540 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's complaint about the property condition when he moved in. The landlord failed to show the property met its lettable standard, left a…
202442249 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, severe maladministration in its handling of damp and mould, and maladministration in its handling of the…
202438366 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and the associated repair. It missed opportunities to monitor work and took around 17 months (June 2023 to November 2024) to…
202433359 Local authority / ALMO / TMO
The landlord handled the resident's radiator repair (two missed/delayed appointments and record-keeping failures) with reasonable redress, having apologised and paid £40 compensation which the Ombudsman found…
202426737 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the resident's rehousing application was outside its jurisdiction (falling to the LGSCO). It found service failure in the landlord's handling of reports of outstanding…
202441008 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak from above into the resident's property, citing an unexplained delay of just under three months in tracing the leak, a lack of communication…
202428007 Local authority / ALMO / TMO
The landlord repeatedly failed the resident from August 2023 onwards in handling reports of multiple repair issues including leaks, damp and mould, with repairs still outstanding over 22 months later and no adequate…
202422146 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of kitchen repairs following a leak from an upstairs flat and its handling of damp and mould, and service failure in its handling of window repairs,…
202423875 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, broken fencing and bathroom works, and service failure in its complaint handling. It ordered a written apology, a further…
202413387 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports about water ingress, damp and mould, its handling of drain blockages and bathroom repairs, its handling of the request to renew…
202300177 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the leaseholder's concerns about the water supply and a leak, and maladministration in its complaint handling, plus service failure in its record…
202329146 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's complaint about lift issues. It failed to appropriately respond to the resident's injury reports and safety concerns, and there were…
202315909 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the leaseholder's reports that the building structure was causing water ingress and damage, because inspections were delayed and the likely distress was…
202323039 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a compensation payment for a missed repair appointment, because it delayed making the payment after its final response and beyond its 4-week policy…
202234540 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's request to move to a different borough. The Ombudsman found no maladministration: the landlord reasonably passed the resident's request for a reciprocal…
202336003 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's queries about a major works service charge: it failed to give the breakdown of costs in clear and simple language and did not provide…
202434327 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of a leak in her kitchen, which took around 9 months to repair, along with a failure to promptly address electrical/smoke…
202428770 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (delays, missed appointment, poor coordination, no risk assessment, and insufficient redress), no maladministration in its…
202424802 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's repair requests following a leak and her reports of damp and mould, and maladministration in its complaint handling. There were lengthy…
202325251 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the decant process and the resident's request for a permanent move, and in its complaint handling. The landlord failed to communicate effectively, gave…
202329603 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's window repair requests and to reports of damp and mould, and maladministration in its complaint handling and record keeping. The…
202225033 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of persistent water ingress and mould in a vulnerable resident's bedroom, in its complaint handling, and in its record keeping, which contained…
202223933 Local authority / ALMO / TMO
The Ombudsman found the landlord's prior offer of redress satisfactorily resolved a leak complaint, but found service failure in its complaint handling, ordering an apology and £50 compensation.
202318964 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of boiler repairs and the installation of a new boiler, the installation of radiator thermostats, the installation of a new electric fire, and the…
202423025 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of water ingress at the property, where external repairs took 274 working days against a 28-day policy timescale, with poor communication and…
202431586 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, where recommended works from a May 2023 survey went unprogressed for nearly two…
202408323 Local authority / ALMO / TMO
The landlord failed to demonstrate that it took appropriate steps to investigate and address the resident's reports of damp and mould (linked to gutter/roof leaks) since 2020, and repeatedly missed opportunities to…
202322692 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of window repairs (a health and safety risk left unresolved for over two years) and maladministration in its handling of boiler repairs and the…
202321721 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress into his flat, in its complaint handling, and in its record keeping. The landlord delayed progressing repairs…
202306806 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of guttering repairs and pointing and painting works at the resident's building, due to a considerable delay in completing the repairs (about two years)…
202418715 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak into the resident's property from a neighbouring balcony, due to unreasonable delays, a failure to carry out repairs after inspection, and…
202327193 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a property inspection and in its handling of follow-up works. A surveyor contradicted the landlord's commitment to inspect all reported issues, records…
202219263 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for failing to progress repairs for leaks, damp and mould over a prolonged period, leaving the resident in unsanitary conditions and requiring decant to temporary…
202314858 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's reports of gas leaks at the cooker connection. The Ombudsman found no maladministration because the landlord responded to each report within appropriate…
202311666 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and outstanding repairs, and maladministration in its handling of the related complaint, ordering £900…
202228806 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of external repairs, mould, and communal issues due to unevidenced safety inspections and poor record-keeping, and service failure in garden…
202411410 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports about the condition of the kitchen, reports about the condition of the windows, and its complaint handling. The landlord failed to resolve a…
202321970 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's service charge enquiries (delays of just over nine weeks responding to cleaning cost queries), and maladministration in its complaint…
202308620 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's repairs, electrics/electrical safety, and kitchen layout concerns, no maladministration regarding asbestos, and service failure in its…
202330223 Local authority / ALMO / TMO
The resident, a secure tenant, complained about the landlord's handling of concerns regarding an increase in communal heating system service charges (and rent). The Ombudsman found the complaint about the…
202316552 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of water ingress and the subsequent repairs. The landlord took over two years to complete the necessary brickwork and pointing…
202322849 Local authority / ALMO / TMO
The resident, a leaseholder, complained about service charges, estate cleaning and gutter repairs. The service charge complaint was outside jurisdiction (FTT), there was no maladministration in the handling of estate…
202322315 Local authority / ALMO / TMO
The landlord failed to complete routine roof leak repairs within its 28-working-day policy, repeatedly raised works orders to the wrong contractor, carried out its first inspection only after four months, and took over…
202232944 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of roof repairs (delays completing repairs outside its policy timescales, poor communication, and inadequate repair records) and in its complaint handling…
202400915 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the windows and exterior of the property, in its complaint handling, and in its record keeping. It took around 18 months from when the…
202418701 Local authority / ALMO / TMO
The landlord failed to progress a roof repair reported over three years earlier, did not communicate effectively with a resident it had identified as vulnerable, did not follow its appointment commitments, and responded…
202320737 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of window repair and replacement for a leaseholder: despite identifying dilapidated windows in September 2022 and the resident reporting mould, it gave…
202317042 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's request to replace her windows, which took from March 2023 until March 2024 to complete, with significant delays, poor oversight of…
202316526 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to assign his secure tenancy to his daughter. While the initial decision to refuse was reasonable, the landlord delayed…
202411513 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the leaseholder's reports of water ingress and outstanding repairs, in its complaint handling, and in its record keeping. It ordered a senior apology,…
202400048 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (no action plan agreed, poor communication, delayed extractor fan and thermal board works, no compensation or…
202331127 Local authority / ALMO / TMO
The Ombudsman found the resident's complaint about the landlord's handling of her rehousing application was outside its jurisdiction (it falls under Part VI of the Housing Act 1996 and the LGSCO). It found no…
202308316 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour and its response to her request for soundproofing as a disability adaptation. It identified a failure…
202333409 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of leaking guttering (excessive delay, poor record keeping and no action plan or temporary measures) and service failure in its complaint…
202432059 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a drainage repair, which took 8 days and exceeded the routine repair timescale, with the landlord failing to consider the resident's loss of bathing…
202308455 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to damp and mould (identified water ingress through porous bricks and a defective downpipe that went unaddressed for years) and in its handling of the…
202324382 Local authority / ALMO / TMO
The landlord failed to provide a leaseholder with supporting information about a major works service charge invoice within the statutory one-month timeframe under the Landlord and Tenant Act 1985, delayed its response,…
202416134 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould repairs, which remained outstanding from May 2023 and were still not completed (scheduled for January 2025), and…
202403107 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of structural damage to the external bay window support pillars — including repeated delays, poor communication, works…
202345112 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of disrepair works, including damp and mould, and maladministration in its handling of the resident's complaint. The landlord failed to carry out…
202216092 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for its handling of leaks, damp/mould and window repairs over a prolonged period (issues first reported November 2021, most still outstanding at investigation), for its…
202331497 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of water ingress, damp and mould, the resident's request for temporary accommodation, and in its complaint handling and record keeping. It…
202233967 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's subsidence concerns and repairs to a fence, drainpipe and door, and maladministration in its handling of the associated complaint. The…
202230674 Housing association
The Ombudsman found severe maladministration in the landlord's response to various repairs, and maladministration in its handling of damp and mould and the complaint, ordering an apology, £1750 compensation and a case…
202328058 Local authority / ALMO / TMO
The landlord failed to repair a significant leak and treat the resulting damp and mould for over 18 months, despite repeated reports, and also mishandled the resident's complaint through ineffective early resolution,…
202300429 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to outstanding repairs (unreasonable delays in inspecting and completing works, including the cold water supply, boiler and back door, and a failure to…
202233709 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repeated kitchen sink blockages (which it failed to properly investigate or resolve over nearly two years), a mice infestation it failed to act on for…
202319304 Local authority / ALMO / TMO
The Ombudsman found maladministration by Lambeth Council in its handling of a leak to the resident's WC ceiling and subsequent remedial works. The landlord failed to provide complaint responses and repair records,…
202125494 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of sewage flooding from a blocked drain stack (3-day delay with multiple ineffective visits), a dangerous electrical fault (20-day delay to repair a…
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