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 16 published decisions.
Luton Borough Council's maladministration rate (94%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202324641 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's soundproofing concerns — it did not reach a clear, reasoned decision following the acoustic survey or address the report that…
202342309 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB including noise nuisance, as it failed to carry out a risk assessment or offer support at the outset and did not agree an…
202331379 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's report about trees at the property and associated repairs, including failing to raise repairs to the damaged path when the issue was…
202422810 Local authority / ALMO / TMO
The resident complained about the landlord's investigation into her complaint about a staff member's conduct, and about the Chief Executive not responding to her emails directly. The Ombudsman found reasonable redress…
202420326 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of antisocial behaviour, having repeatedly failed to follow its ASB policy, agree an action plan, keep the resident…
202234460 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's repeated queries about waste management charges on her rent account. The Ombudsman found service failure because the landlord failed to provide…
202316649 Local authority / ALMO / TMO
The Ombudsman found maladministration in the council's handling of damp and mould and related repairs, with significant and unreasonable delays (almost 7 months from first inspection) and a continuing failure to remove…
202343510 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of cleaning and maintenance issues in the communal areas and concerns about the safety of the building, and maladministration in…
202305069 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for reasonable adjustments, after its housing system failed to identify her recorded vulnerabilities and operatives carried out…
202337343 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, its record keeping, and its complaint handling, and ordered £900 compensation plus a range of actions. The…
202220071 Local authority / ALMO / TMO
The landlord was found guilty of maladministration for its handling of outstanding repairs (doors, flooring, bathroom ceiling) following a previous Ombudsman report, and for its complaint handling. The landlord delayed…
202229082 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a broken window report, but no maladministration regarding staff conduct or complaint handling, ordering £100 compensation.
202222538 Local authority / ALMO / TMO
The Ombudsman found maladministration across multiple repair failings (floorboards, front door, damp/mould, windows, loft insulation), service failure over a WC heater, and severe maladministration in complaint handling…
202210084 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the shower room, where it sought to remove the room without proper consultation or consideration of the household's vulnerabilities, and…
202122872 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to a leak from the resident's property, as it acted reasonably in turning off the water and attempting to contact the resident. However, there was…
202013316 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of property condition issues (excessive delays of over a year, poor record-keeping, lack of clarity on responsibilities), service failure for not…
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