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 43 published decisions.
London Borough of Tower Hamlets's maladministration rate (81%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202348525 Local authority / ALMO / TMO
The landlord made a reasonable offer of redress for delays and limited communication in handling a leak into the resident's property from a neighbouring leasehold flat, and for complaint handling errors including a late…
202529839 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's request for a deed of postponement as part of a remortgage. The landlord failed to respond in line with its customer promise, made an…
202433247 Local authority / ALMO / TMO
The complaint about the landlord's handling of the installation of high taps was found to be outside the Ombudsman's jurisdiction because the resident is not a named tenant and did not provide evidence of authority to…
202334996 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's reports of a pest infestation and associated drainage repairs, which were not resolved for nearly five months due to poor contractor coordination…
202340811 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to reports of a roof leak, where the repair took over 2 months (62 working days) exceeding its policy timescales, with insufficient updates and no clear…
202336915 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's report to repair a lounge radiator, where it apologised, offered £90 compensation and replaced the radiator. It found service failure…
202544263 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the resident's concerns relating to window repairs, due to a 3-week delay in treating insecure windows as an emergency, failure to arrange follow-up work, and…
202338412 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repair issues with a communal boiler (which caused prolonged loss of heating and hot water) because it did not apply its compensation policy or follow up…
202535372 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a persistent leak from above, which remained unresolved from at least October 2024 to the date of determination. The landlord unreasonably delayed…
202420983 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of toilet window repairs, which were delayed and left unresolved over an extended period despite household vulnerabilities, and…
202402903 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to the delay in repairing a broken window (which took approximately 17 months), as the landlord acknowledged its failings, apologised and offered £650…
202415338 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns following repairs, where it failed to fully address her concerns about contractor conduct and service standards. It also found…
202328976 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of concerns that repairs for damp and mould were insufficient and poor quality, because it did not inspect the property after the resident reported damp…
202331397 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour: it failed to log or investigate the reports, did not complete a risk assessment or agree an action…
202400211 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of no heating and hot water — it twice failed to attend emergency repairs within its policy timescales and failed to consider the…
202435900 Local authority / ALMO / TMO
The landlord failed to complete heating and hot water repairs within its policy timescales and communicated poorly, with limited records hindering assessment of how long the resident was without essential services; this…
202435197 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leak from the upstairs flat, including delays in raising works orders and a failure to achieve a lasting resolution, and service failure…
202423465 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to succeed his late mother's tenancy and maladministration in its complaint handling. It ordered a written apology, £450…
202431306 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's repeated reports of no hot water (which remained unresolved at the time of the report) and maladministration in its complaint handling.…
202432413 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the safety of the building's cladding, and found reasonable redress for the landlord's handling of the complaint…
202419538 Local authority / ALMO / TMO
The landlord failed to consider the resident's family's vulnerabilities and did not use the enforcement tools available to it to ensure a leaseholder fixed an active leak, which left the home with unsafe electrics, no…
202403067 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to repeated heating and hot water failures (a delayed lasting repair and poor handling of the resident's individual request for a shower) and…
202427344 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of responsive repairs (some repairs were not completed within expected timescales, including delay addressing drafts and mould) and maladministration in…
202426456 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a recurring bathroom ceiling leak: it did not follow its leaks procedure, its repairs were delayed, the underlying cause remained unresolved, and the…
202427695 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's request to install a sink: the landlord gave a clear, considered explanation for refusing the alteration, followed its surveyor's…
202338185 Local authority / ALMO / TMO
The Ombudsman found the landlord made a reasonable offer of redress for its handling of the resident's compensation claim following a leak, and for its complaints handling. It recommended the landlord re-offer the…
202303693 Local authority / ALMO / TMO
The landlord failed to support the resident through his building insurance claim after its stage 1 response and did not keep him updated while he raised concerns about his windows over several months, and its complaint…
202419479 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the repair to a faulty bathroom extractor fan, which took around 11 months to resolve and exceeded its routine repair timescales, with gaps in its…
202427886 Local authority / ALMO / TMO
The landlord was found to have caused maladministration in its handling of the resident leaseholder's reports of roof leaks (repairs not completed within its leaks policy times and communication falling below a…
202345104 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB by a neighbour — it failed to open an ASB case promptly in line with its ASB policy and had poor case management and…
202447645 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (delays, poor record keeping, poor communication, and unresolved asbestos testing/remedial works) and service failure in its complaint…
202333743 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of void works at the property (the works should have been completed before the resident moved in and were unreasonably delayed until October 2023) and in…
202302241 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of pests in the property, noting pest control was the resident's responsibility and the contractor found no evidence of…
202331416 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak and the resulting damp/damage, and maladministration in its complaint handling. The landlord failed to follow its leaks procedure, did not…
202202779 Local authority / ALMO / TMO
The Ombudsman found service failure because the landlord delayed providing the leaseholder with a written service charge summary as required by the Landlord and Tenant Act. The landlord's refusal to include details of…
202435924 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of heating and hot water issues at the property, and service failure in its complaint handling. It ordered a total of £400 compensation…
202331276 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould reports (a 3-month delay investigating and treating) and in repairs to the resident's balcony door (unacknowledged delays from June 2022…
202300813 Local authority / ALMO / TMO
The complaint concerned the handling of the resident's public liability insurance claim (including damage to decorations and flooring) and the amount offered to settle it. The Ombudsman determined both matters fall…
202323207 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of ASB and harassment from her neighbour. The landlord focused on noise complaints against the leaseholder's sub-tenants,…
202329830 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, damp and mould (the repair was outstanding for 9 months with poor communication, a wrong-area repair, and no…
202322850 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for compensation for a missed appointment. The landlord clearly explained its reasoning, took reasonable steps to investigate…
202318376 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of no heating and hot water, and service failure in its handling of the associated complaint. The landlord was ordered to…
202307920 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's concerns about the conduct of a member of its staff. The Ombudsman found the landlord took the concerns seriously, investigated and addressed each point,…
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