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 35 published decisions.
London Borough of Waltham Forest's maladministration rate (74%) is broadly in line with the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202413055 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff conduct during a phone call about rent arrears, as it failed to take her vulnerabilities into account and lacked…
202338570 Local authority / ALMO / TMO
No maladministration was found in the landlord's handling of the resident's rent account, as it followed its Rent Collection Policy and took proportionate steps regarding arrears contact and text messages. However,…
202337946 Local authority / ALMO / TMO
The landlord was found to have committed severe maladministration in its response to the resident's serious and repeated ASB reports over a prolonged period, failing to respond appropriately, exceed policy timescales…
202414674 Local authority / ALMO / TMO
The landlord offered reasonable redress for its handling of a door entry system repair. The repair was attended two days outside the four-hour emergency timescale due to a mis-categorisation error, and the landlord…
202307397 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, including communication failures, delays in making a rehousing referral, and a lack of proportionate action on noise…
202402268 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise from a neighbour, due to delays in providing support, poor record keeping, and failure to consider alternative options…
202515475 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of a waste leak from the flat above causing damp and mould, due to failure to identify the root cause and delays in repairs. It found…
202525669 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the condition of the windows, due to lack of consideration of household vulnerabilities, unreasonable communication about…
202312763 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in how the landlord handled external repairs to the leaseholder's property, having delayed significantly beyond its policy timescales, and in its handling of the complaint, where…
202515515 Local authority / ALMO / TMO
The complaint about the landlord's handling of damp and mould reports was not investigated because it is outside the Ombudsman's jurisdiction. Legal disrepair proceedings were issued at court regarding the same damp and…
202448860 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's request for a full wall of bathroom tiling, due to record-keeping gaps, an avoidable delay, and failure to fully consider the changed circumstances…
202510277 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's communication about an ongoing leak at the property: it failed to give regular updates, did not respond to a request for an update, and did not follow through on its…
202400816 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould, due to unreasonable delays, record keeping failures, and failure to complete works, which significantly impacted the…
202442607 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to a structural repair of the resident's bay window, which had failed and remained unrepaired around 18 months after the landlord became aware of it, due…
202330491 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to queries about its repairs policy review and in its complaint handling (stage 1 and stage 2 delays), and service failure in its handling of…
202333291 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reported repairs—delays beyond its policy timescales, incomplete works and unclear/inaccurate records—and service failure in its…
202506438 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts and in its management of asbestos at the property, but no maladministration in its handling of the complaint. The…
202500361 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of antisocial behaviour and assault by a neighbour/contractor, because it did not speak to the resident as part of its…
202347813 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's tenancy succession application due to a significant delay in communicating its decision (June 2023 to June 2024), causing distress. It…
202419394 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request to box in exposed central heating pipes, as boxing in is not required under its repairs policy and it responded to the health…
202440600 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or its complaint handling, but found service failure in its handling of reports of items left in communal areas, as it…
202421867 Local authority / ALMO / TMO
The landlord took far too long to complete a repair to broken glass in an internal communal door (276 days after making it safe), failed to keep the resident updated, and did not properly consider the resident's…
202445086 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of repairs to a communal door entry system and the associated complaint. The Ombudsman found no maladministration in the repairs handling, as the landlord attended within…
202432410 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a refund of the rent account credit balance (including interest and compensation), as the landlord acted in line with its…
202436925 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of water running from the toilet cistern into the bowl: the repair was reasonably logged as routine and attended on time, but…
202424336 Local authority / ALMO / TMO
Complaint about the landlord's handling of a mutual exchange, reports of water ingress, damp and mould, and outstanding repairs. The Ombudsman found no maladministration in the mutual exchange handling but…
202425232 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, its response to concerns about the impact on her family's health and her decant request, and its complaint…
202428160 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of no heating and hot water following a communal boiler breakdown. The Ombudsman identified failings — unclear information given to the resident, the out of…
202405702 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a resident's reports of an ongoing wastewater leak, citing poor record-keeping, lack of oversight, missed policy timescales and failure to keep the…
202412431 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's bedroom ceiling: it took almost 8 months to complete the repair against a 14-day policy timescale, took no steps to progress…
202119814 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by the landlord for its handling of boiler repairs (offering £250 compensation for a 21-day loss of hot water caused by an email error) and for its response to a compensation…
202422442 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a managed move to supported accommodation outside the borough, as it was reasonable to expect a sheltered housing…
202419389 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's report that a neighbour's gas safety appointment letter was delivered to him in error, as the letter had been correctly addressed and…
202418510 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for phoning the resident from a withheld number despite a reasonable-adjustment commitment, having apologised and offered £50 compensation and taken steps to…
202321929 Local authority / ALMO / TMO
The Ombudsman found the landlord's management of the resident's ASB reports outside its jurisdiction (paragraph 42a), no maladministration in its handling of a report that an employee assaulted the resident (as it…
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