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 36 published decisions.
Manchester City Council's maladministration rate (81%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202447212 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and of cigarette smoke entering her home from a neighbouring property, reasonable redress in its handling of…
202530796 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to damp, mould and associated repairs and to the conduct of operatives, as the landlord acknowledged its failures, apologised, offered £3000 compensation…
202526310 Local authority / ALMO / TMO
The landlord provided reasonable redress for its handling of the resident's reports of leaks, having acknowledged delays and offered proportionate compensation. However, maladministration was found in its complaint…
202437805 Local authority / ALMO / TMO
The landlord had serious failings in responding to sewage flooding and associated repairs, including delays, missed appointments, key loss, and lack of regard for the resident's vulnerability. However, the Ombudsman…
202517123 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's repairs request (underfloor heating and draughty windows reported from November 2023, with repeated delays and failure to consider…
202401237 Local authority / ALMO / TMO
The Ombudsman found a service failure in the landlord's response to the resident's queries about the energy price cap, as its explanation using total illustrative figures rather than unit prices caused confusion. It…
202423674 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs (including leaks, the bathroom, kitchen, asbestos removal, electrics, windows, radiators, external doors, bathroom ceiling insulation and damage…
202510566 Local authority / ALMO / TMO
The resident complained about the landlord's handling of his reports of antisocial behaviour after his car was damaged in the block car park, and about the landlord's complaint handling. The Ombudsman found no…
202505558 Local authority / ALMO / TMO
The landlord's offer of redress fairly resolved the complaint about its handling of damp and mould, and there was no maladministration in its handling of the associated complaint. The landlord did not keep adequate damp…
202402012 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour, reports about staff conduct, provision of CCTV, or its complaint handling. The landlord acted in…
202343802 Local authority / ALMO / TMO
Manchester City Council: the complaint about the resident's repairs reports, including damp and mould, was outside jurisdiction as it had not exhausted the landlord's complaint procedure; there was service failure in…
202430450 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of repairs to the roof and fence after a fallen tree damaged the property. The Ombudsman found maladministration: the landlord missed an emergency attendance, took around…
202449412 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and cracks to internal plaster, and in its handling of the formal complaint. The landlord significantly…
202420395 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the communal boiler, having failed to act in line with its repairs policy and not adequately resolving repeated losses of heating and hot…
202412846 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen repairs, its handling of damp and associated repairs in the ground floor bathroom, and its handling of the associated complaint.…
202429704 Local authority / ALMO / TMO
Severe maladministration was found in the landlord's handling of roof repairs and damp and mould, with numerous delays, cancelled appointments, poor record keeping, and outstanding works two years after the initial…
202440330 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to blocked guttering caused by nesting pigeons (and follow-on repairs) and in its handling of kitchen repairs, but no maladministration in its…
202427029 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour. It undertook a thorough investigation, referred the parties to mediation, visited the neighbour and…
202319523 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of boiler repairs, as it took 13 visits over more than 4 months to install a new boiler and complete repairs, several visits failed to identify the cause…
202330593 Local authority / ALMO / TMO
The landlord acted reasonably in declining the resident's initial garden-repair request but then agreed to fill knee-height holes as a goodwill gesture; it then took around 9 months to complete the works and failed to…
202315682 Local authority / ALMO / TMO
The complaint concerned the landlord's communication of its fire safety / clear communal areas policy and its removal and return of personal items stored on a communal walkway. The Ombudsman found a service failure in…
202332637 Local authority / ALMO / TMO
The Ombudsman found maladministration in the local authority landlord's handling of the resident's reports of damp and mould. While the landlord carried out prompt inspections and numerous surveys, it significantly…
202330588 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a tree maintenance request, due to a prolonged and avoidable delay of around 12 months in carrying out investigative works that was not acknowledged or…
202228374 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, because although it took a range of proportionate measures, it failed to undertake and document risk assessments around…
202305823 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to a lengthy delay in carrying out inspections and repairs and in taking all the actions it committed to.…
202303266 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and associated outstanding repairs, maladministration in its record keeping, and service failure in its…
202301791 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of damp and mould from May 2023, as it could not evidence its attempts to contact the resident or follow its own process, causing distress and…
202221216 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of heating/hot water and mould reports, and maladministration in its complaint handling, after it failed to log the initial complaint and did not respond to…
202307580 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of anti-social behaviour (ASB) in communal areas. The Ombudsman determined it was not within jurisdiction because the resident sublets the…
202215624 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £450 compensation provided reasonable redress for service failures in handling fire safety concerns, lighting defects, and out-of-hours reporting issues. However,…
202213862 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of chimney and fireplace replacement works, due to poor communication causing seven months of delays and leaving the resident without heating through…
202011545 Local authority / ALMO / TMO
Severe maladministration for letting an unfit property with damp, mould and roof leaks, and for severely delayed repairs over 15 months. Severe maladministration also for complaint handling (8-month delay,…
202119702 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of water leaks into the resident's property, as the contractor responded promptly and undertook progressively more invasive works that ultimately…
202127494 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of repeated boiler leaks, including failing to investigate the underlying cause and poor communication about parts delays. No maladministration was found…
202101585 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of wet room problems (delays, poor record-keeping, inadequate remedy), kitchen repairs (delays and poor communication), and record keeping. The landlord was…
202120059 Local authority / ALMO / TMO
The landlord initially refused the resident's request to replace a partially glazed front door with a solid door following an attempted burglary. After the Ombudsman's intervention, the landlord agreed to replace the…
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