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 66 published decisions.
London Borough of Newham's maladministration rate (86%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202348528 Local authority / ALMO / TMO
No maladministration was found in the landlord's handling of the resident's reports of ASB, as it investigated in line with its ASB policy. However, the landlord made a reasonable offer of £150 redress for its complaint…
202501941 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of reports of a blocked gutter and associated damp and mould, noting the landlord acknowledged delays, advised on insurance claims, and made a…
202339968 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to issue a notice of seeking possession, as it acted in line with its rent management procedure given significant arrears and prior warnings. However,…
202404450 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of delays repairing the living room door (significant delay and 3 missed appointments) and in its complaint handling (late stage 2 acknowledgement and…
202412827 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's succession application due to a 9-month delay in reaching a decision, far exceeding its policy timescale, and ordered £300 compensation.…
202427228 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to communal drains, as it failed to replace a collapsed drain within its policy timescale and did not notify the resident before starting works,…
202426820 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of leaks, damp, and mould, and in its complaint handling. The landlord resolved some repairs within policy timescales but…
202328922 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports because, although the repairs were completed in line with policy, it failed to consider the resident's known…
202448284 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of bathroom adaptations — extensive delays and a lack of communication, with no work carried out for 19 months beyond surveying and draft plans. It…
202401736 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the drainage system (left unresolved for over a year, forcing the leaseholder to arrange external works himself and not reimbursing his…
202418048 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of an insurance claim following a leak and its response to queries about access to the property's garden. The Ombudsman found the complaint outside its jurisdiction…
202326788 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of repairs to communal areas (it reasonably relied on a survey classing the issues as cosmetic and included them in its cyclical planned…
202425925 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of antisocial behaviour, citing lengthy delays and poor communication, and ordered £150 compensation plus an update about the neighbour's metal…
202445140 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to change the soundproofing specifications or of the bathroom repairs, and found reasonable redress for the landlord's…
202439983 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 — it failed to evidence that it assessed whether the property was safe and habitable, did not…
202218560 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of all five complaint issues: banging noise from the roof, birds nesting in the extractor fan, a roof leak, low water pressure and banging pipes, as well…
202346518 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of a roof leak, reasonable redress in respect of its complaint handling, and maladministration in its record keeping. The…
202415480 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of a roof leak, including delays in arranging inspections and repairs and poor communication, and maladministration in its record…
202415069 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of a roof leak and handling of remedial repairs, as it did not arrange a survey within a reasonable time, causing distress and…
202445184 Local authority / ALMO / TMO
The landlord reasonably remedied its earlier failures with an apology and £1250 compensation (which the Ombudsman found reasonable), but then failed to evidence that it completed the follow-up roof repairs and internal…
202420997 Local authority / ALMO / TMO
The complaint concerned the landlord's collection of water charges on behalf of Thames Water, which the Ombudsman found to be outside its jurisdiction. For the landlord's handling of the resident's complaint, the…
202423147 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's service charge queries (covering CCTV/concierge, caretaking, guttering and door entry charges) and service failure in its complaint…
202312675 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a pest infestation and her request for temporary accommodation, and maladministration in its handling of the drainage repairs…
202218328 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the resident's noise nuisance reports due to repeated failings in record keeping, communication, and case closure procedures. It was also found to…
202301460 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's request for a breakdown of service charges with supporting evidence (it provided a summary but no accounts, receipts or invoices as…
202232963 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's repairs, its complaint handling and its knowledge and information management. The landlord failed to attend booked repairs, did not…
202406771 Local authority / ALMO / TMO
The Ombudsman found a service failure in the landlord's handling of damp and mould at the resident's property, as works were delayed and no damp and mould works were carried out in the living room despite the resident…
202421004 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's wet room repairs (shower screen, damp and mould, flooring) due to delays, poor communication and failure to account for the resident's…
202303385 Local authority / ALMO / TMO
Severe maladministration was found in the landlord's handling of the resident's succession application, which took 465 days to decide and was not processed in line with its policy, including inadequate evidence…
202421897 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould in the bathroom, and found that the landlord's offered redress satisfactorily resolved the drainage/toilet…
202310755 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance reports (failures to follow its ASB policy, communicate, obtain evidence, consider vulnerabilities/risk assessment,…
202414895 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to damp and mould in the bedroom, maladministration in its handling of the kitchen, drainage, front door, ceiling cracks and the complaint, and…
202205788 Local authority / ALMO / TMO
The landlord was found to have service failure in its response to reports of a rodent infestation due to delays, poor record keeping, and failure to consider vulnerability. Maladministration was found in complaint…
202318465 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs to the exterior of her property — delayed fence and external wall repairs, a failure to complete temporary repairs, and…
202308669 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's roof leak reports and associated repairs, and maladministration in its complaint handling. The landlord was ordered to apologise, pay a…
202301675 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's complaint about staff and contractor conduct during refurbishment works and a gas safety incident. The landlord failed to evidence that…
202307695 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould caused by a leaking gutter on a neighbouring property, and maladministration in its complaint handling. The…
202343454 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leak and damp and mould, and in its complaint handling, and service failure in its handling of concerns about staff conduct. The landlord…
202222853 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of persistent noise nuisance reports over two years, marked by delays and inconsistent conclusions, and service failure in its complaint handling,…
202226552 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of loft insulation, plastering, a bathroom leak, complaint handling and compensation levels, and record keeping, service failure regarding an overhanging…
202401727 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, due to delays in completing repairs and a failure to establish the root cause, but no maladministration on the…
202221862 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of noise nuisance and in its complaint handling. The landlord failed to acknowledge noise complaints, communicate its enforcement position, or…
202212786 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of lift repairs (reasonable to pause given planned refurbishment) or the resident's decant to emergency accommodation. However, severe…
202323476 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise nuisance, and maladministration in its handling of the associated complaint. The landlord was ordered to…
202205487 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to replace expired smoke alarms and missing an opportunity to do so when an operative identified the need, causing the resident distress. The complaint…
202222349 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for consent documents, and reasonable redress for its complaint handling given a £400 offer already made, ordering an apology…
202215506 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of anti-social behaviour, as it took reasonable steps including security improvements and liaison with police. However, maladministration…
202305405 Local authority / ALMO / TMO
The Ombudsman found the landlord provided a reasonable response to the leaseholder's service charge queries, including a breakdown of minor repair costs and a valid explanation for the absence of invoices, but there…
202218153 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Newham for failing to properly investigate the resident's reports that he had not received a caretaking service for several years, and for poor complaint…
202216504 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a fence repair that took 262 days to complete, with poor communication and record-keeping. Service failures were also found in complaint handling…
202205387 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of persistent rat infestations lasting over 250 days, its delayed and poorly communicated response to a leaking toilet that left the resident with a…
202217014 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by London Borough of Newham for its prolonged failure to resolve leaks affecting the resident's flat over at least 10 months, including not offering a decant, carrying out…
202205719 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the resident's reports of noise nuisance and ASB, due to poor record-keeping, lack of a clear action plan, ineffective cross-department working,…
202123325 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of overgrown trees (significant delay from June 2021 to June 2023), maladministration in handling a leak (delayed roof inspection by 10 months causing…
202103663 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for its handling of an ongoing leak that persisted for over 5 years without full resolution, failing to meet its repairing obligations under the lease.…
202115536 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of noise nuisance reports due to delays and poor communication, and maladministration in complaint management due to missed local resolution, significant…
202227845 Local authority / ALMO / TMO
The Ombudsman found maladministration where the landlord failed to complete promised internal repairs for recurring damp and mould, leaving the resident affected for about 10 months due to poor contractor and record…
202124872 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to a resident's emergency management transfer request following reports of domestic abuse, and maladministration in its complaint handling. The landlord…
202206717 Local authority / ALMO / TMO
The landlord was found to have service failure for taking seven months to act on a roof inspection following reports of a leak, with no communication to the resident until he raised a complaint. The Ombudsman ordered an…
202105739 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a resident's reports of anti-social behaviour, including hate-related incidents, due to failures to take a victim-centred approach, complete…
202112842 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of drain maintenance responsibility, but found maladministration in the handling of moving a boundary fence (over 18-month delay) and in complaint…
202112331 Local authority / ALMO / TMO
The Ombudsman found maladministration by London Borough of Newham for its handling of damp and mould (18-month delay from report to repair) and for its complaint handling (dismissive stage-one response, delayed…
202210355 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor communication and excessive delay in responding to a leak from an upstairs property and in completing the associated ceiling repair. Service failure was…
202212688 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's response to queries about garden maintenance responsibility and the horticulture charge. However, there was service failure for poor customer service…
202206186 Local authority / ALMO / TMO
The Ombudsman found service failure by London Borough of Newham regarding its response to a leaseholder's reports about poor caretaking standards and her request for a service charge refund. The landlord missed…
202210318 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor communication and lack of a fixed start date for bathroom adaptation works, causing the resident confusion and inconvenience. There was service failure for…
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