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 72 published decisions.
London Borough of Lewisham's maladministration rate (96%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202444157 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak affecting his bedroom and subsequent internal damage, due to failures to act within repairs policy timescales, poor…
202429967 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the resident's queries regarding service charges for scaffolding. The landlord failed to provide sufficient supporting information to allow the resident to…
202424318 Local authority / ALMO / TMO
Maladministration was found regarding the landlord's handling of the resident's reports of a leak from a flat above, due to poor communication and a significant delay in undertaking remedial works once the leak had…
202502857 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's request to install a rear garden door. The landlord failed to follow its alteration and improvement policy by not requesting all required…
202442128 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the stairs (8-month delay in investigating, missed opportunities to assist given the resident's disabilities) and in its complaint handling…
202502695 Local authority / ALMO / TMO
There was maladministration in the landlord's response to the resident's request for compensation for works to his boiler. The landlord's inconsistent records about whether the boiler was shut off caused a…
202527711 Local authority / ALMO / TMO
The complaint concerned the managing agent's response to reports of damp and mould, a request for compensation, its record keeping, and its handling of the complaint. The Ombudsman found no maladministration in the damp…
202501043 Local authority / ALMO / TMO
The Ombudsman found a service failure in the landlord's handling of leaks into the resident's bathroom. The landlord failed to manage new leaks identified after its stage 2 response, left the bathroom lighting…
202525114 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about faulty windows, balcony door and associated damp and mould, and maladministration in its complaint handling. The…
202441034 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a reported leak from the flat above (delays, poor record keeping and a lack of communication) and service failure in its handling of outstanding window…
202442163 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to ongoing damp and mould issues at the property, which took 10 months to complete works following inspection, and in its complaint handling, which was…
202500499 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to boiler/gas leak issues, its response to concerns about the property's condition on letting, and its complaint handling. The landlord was ordered to…
202417652 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks and water ingress and the resulting damage, and in its handling of the complaint, plus service failure in its handling of reports of a…
202509103 Local authority / ALMO / TMO
Maladministration found in the landlord's response to reports of damp and mould, which continued since April 2023 due to failure to follow policies, unreasonable delay, and failure to consider the resident's health or…
202503271 Local authority / ALMO / TMO
The resident complained about the landlord's handling of reports of damp and mould, poor communication and the impact on her. The Ombudsman found the complaint outside its jurisdiction and did not investigate it,…
202453015 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould and pest infestation reports, service failure in its handling of ASB reports and fence requests, and no maladministration…
202513950 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to repair reports and in its complaint handling. The landlord left serious repairs (windows, doors, roof, guttering, radiators, water tank) unresolved for…
202448818 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to reports of damaged windows (unrepaired for over 2 years, failing the Decent Homes Standard), maladministration in delays completing repairs due…
202432454 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs in the property (significant delays, poor repair record keeping, failure to consider the resident's vulnerabilities and to review its handling…
202450546 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports (it did not record any action on the reported obstruction of a communal driveway), in the delayed guttering repair, and in its…
202329214 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs, citing significant delay in completing the work, inadequate explanation of delays and insufficient remedy for the impact…
202430563 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to a reported leak: it took almost 10 months to identify the source, did not complete repairs within policy timeframes, communicated poorly and offered no…
202415671 Local authority / ALMO / TMO
The landlord was found to have committed service failure in its response to the resident's reports of a leak from the kitchen ceiling, as it did not keep the resident informed and there was missing information making…
202435916 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs and damp and mould, no maladministration in its handling of the resident's rehousing request, and service failure in its complaint handling.…
202503165 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's repair requests (significant delay in flooring repair), its response to reports of a pest infestation (4-month delay in mice proofing…
202427559 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a mice infestation and maladministration in its complaint handling. The landlord failed to show a clear, effective and…
202408476 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (bathroom, toilet, cupboard door, kitchen units and windows), its handling of damp and mould, and its handling of the associated complaint,…
202411470 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's maintenance of communal areas (including stairs, drainage and sewage leaks, leaking soil stack, walls and carpet, and record-keeping) and service failure in its…
202422601 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould, concerns about the condition of the property, queries about a rent account and service charges, and its complaint…
202440401 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a roof leak and damp and mould reports (roof leak resolved six months beyond target, bathroom fan not progressed, no interim solutions or consideration…
202416712 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, and service failure in its handling of reports of ceiling and wall cracks and in its complaint handling. It ordered the…
202437098 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of mould and in its complaint handling, but no maladministration in its handling of lift breakdowns in the block. The landlord…
202424526 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident leaseholder's reports of a leak (delays and poor communication, with the repair completed outside its policy timescales) and in its…
202415887 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of a boiler repair report and the annual gas safety check, as its apology and £70 offer (£20 for a missed appointment and £50 for the contractor's call…
202415441 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak into the resident's home, which took over nine months to resolve and involved avoidable delays, poor oversight of inspections and repairs, and…
202400587 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request to remove a redundant water tank, and maladministration in its handling of reports of a broken extractor fan, damp and mould,…
202424214 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, citing an 11-month lack of progress, poor record keeping and failures to keep the resident informed or offer…
202425782 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a roof leak, ceiling renewal and asbestos management, and in its handling of damp and mould and its complaint handling, ordering £950 compensation plus…
202419019 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's request to remove an old redundant water tank (raised over roughly 12 months) and reports of damp and mould. Following the Ombudsman's intervention the…
202423546 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leaking toilet, bathroom repairs and associated damage (avoidable delays and a missed opportunity to put things right), no…
202301512 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request for support using a recommended noise app, and in its complaint handling, and no maladministration in its handling of the…
202217704 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of roof and loft repairs, with delays of over 5 months to complete external roof work and outstanding roofing membrane and diffuser grille repairs.…
202428707 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's report of a leak from the flat above and subsequent damage. The leak was intermittently ongoing for over 15 months, and the landlord…
202418158 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak and subsequent damp and mould damage, and in its handling of extractor fan repairs, and service failure in its handling of the resident's…
202408551 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's requests to replace her kitchen and bathroom, its handling of her reports of damp and mould, and its complaint handling. The landlord…
202400846 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and leaks, and service failure in its complaint handling. The landlord failed to complete works identified in…
202419068 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould (unreasonable delays, poor prioritisation and record-keeping, and a failure to complete remedial works, with damp and…
202328037 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of an overflowing external drain, reports of a leak, and the complaint. The landlord took around 9 months to take meaningful action on the…
202345032 Local authority / ALMO / TMO
The landlord's handling of a damaged underfloor heating pipe, which caused a partial loss of heating and hot water over several months, was found to be severe maladministration, with poor communication, unnecessary…
202410375 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports that the resident's bath was damaged and needed replacing, and of a blocked external gully, and service failure in its handling of a faulty…
202405712 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and her request to replace the shower, and service failure in its handling of the complaint. It ordered the…
202341904 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water pressure/supply issues and of noisy pipework, citing a failure to take all reasonable steps to investigate and resolve…
202315835 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak and associated damp and mould, in its complaint handling, and in its record keeping. The landlord was ordered to…
202404632 Local authority / ALMO / TMO
The landlord was found to have maladministered the resident's reports of poorly positioned guttering and subsequent internal damage: repairs took 78 working days and the internal repairs remained outstanding around 9…
202400955 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak reported by a leaseholder, citing a lack of evidence of work between January and September 2022, poor communication, failure to offer insurance…
202346715 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a loss of hot water, which remained unresolved for over 6 months (the longest incident), with poor prioritisation of…
202409565 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for a kitchen fire door, which took over 14 months to install despite the resident reporting the safety concern, and service…
202321029 Local authority / ALMO / TMO
The Ombudsman found the landlord's offer of £500 redress for the delay in repairing a burst stack pipe resolved that complaint satisfactorily, no maladministration in its response to the request for reimbursement of the…
202340776 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of a leak and associated repairs, with the repair still outstanding almost two years later and the bathroom without electricity since…
202322044 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould: it failed to consider the resident's disabilities and make reasonable adjustments, asked her to clear her belongings without…
202412719 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and the resulting damage to personal belongings. The landlord failed to explain the proposed ventilation…
202314146 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak and collapsed ceiling, and service failure in its handling of the complaint. The landlord failed to demonstrate it took…
202439765 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a blocked toilet and wastewater back surge (its out-of-hours process failed to resolve the emergency within policy, communication was poor, and it did…
202341994 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak, damp and mould. The landlord did not resolve the leak or damp/mould for over a year, failed to keep to its…
202330074 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to replace the windows (delayed and ineffective interim repairs, failure to follow up promised inspections, and inadequate…
202344279 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, damp and mould. There were significant delays (the leak was intermittently ongoing for 9 months and damp and mould…
202231597 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's queries and concerns about major refurbishment works, while several related complaint aspects were outside jurisdiction due to…
202320762 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a broken window that remained boarded up for around 50 months, and maladministration in its handling of the front door replacement, broken…
202319152 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, citing a failure to respond to the initial report, delays, poor record keeping, failure to install a recommended…
202312090 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak and subsequent damage to the resident's belongings, and in its record keeping, plus service failure in its complaint handling. The landlord was…
202231098 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of extensive repairs including a hazardous bathroom floor covering left in place for 17 months, plus maladministration in its response to a decant…
202231881 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of outstanding repairs, including damp and mould, and service failure in its complaint handling. The landlord was ordered to apologise, pay £850…
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