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 25 published decisions.
Newcastle City Council's maladministration rate (72%) is broadly in line with the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202341142 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's request for a landlord certificate during a property sale, due to unclear and irregular communication and a disproportionate compensation offer. No…
202330820 Local authority / ALMO / TMO
The complaint, about the landlord's handling of a property offer, was resolved with the Ombudsman's intervention. The landlord acknowledged poor service, and following intervention agreed to pay £400 compensation for…
202302767 Local authority / ALMO / TMO
A leaseholder complained about Newcastle City Council's response to queries about the district heating system and charges, its communication, and its complaint handling. The Ombudsman found service failure in the…
202409589 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB and harassment, as it followed its safe living policy, communicated decisions, and appropriately declined to consider…
202440970 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of damp and mould, leak issues from above (and the resident's request that it decorate), and reports of an insect infestation, and maladministration in its…
202427543 Local authority / ALMO / TMO
The Ombudsman found the landlord made a reasonable offer of redress prior to investigation in relation to its response to the resident's complaint about her move, repairs at the new property, and her request for a…
202408433 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's repair reports (back gate/fence, back door and curtain bearing rail) and in its handling of the associated formal complaint. The…
202309838 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of fencing works, its response to the resident's reports of antisocial behaviour, and its complaint handling. The landlord was ordered to apologise and…
202401861 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the initial repairs reports (bathroom cladding, back door, skirting, worktops, internal doors), where the landlord had paid £150. It found…
202321839 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of disrepair, including damp and mould, due to cumulative failures in record keeping, communication, delivery and oversight of…
202306961 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to reports of an incomplete bathroom refurbishment (including outstanding OT-recommended adaptations) and to the resident's repair request for a…
202317600 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's concerns about dust from a demolition site, and service failure in its complaint handling. It ordered a written apology and £175…
202227568 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's property and in its complaint handling, ordering £550 compensation and an apology.
202305992 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs caused by possible subsidence: the landlord was reactive, communicated poorly, kept inadequate records and did not complete the repairs within a…
202124710 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a boundary fence to be moved, as the landlord investigated appropriately and made a reasonable decision not to pursue…
202214228 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reported structural issues due to poor communication and delays, and maladministration in its complaint handling due to poor record keeping, lack of…
202219798 Local authority / ALMO / TMO
Severe maladministration for failure to resolve longstanding damp and mould, causing significant distress. Maladministration for external brickwork delays and complaint handling delays. Service failure for not…
202111388 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about increased energy bills and insufficient hot water following modernisation works, as the landlord carried out…
202213013 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newcastle City Council regarding its handling of the resident's concerns about communal area cleaning, access to an electrical cupboard, and the intercom system. The landlord…
202126319 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newcastle City Council in its response to a resident's noise reports about a neighbour. The landlord conducted a thorough, multi-method investigation over many months but…
202123255 Local authority / ALMO / TMO
The landlord investigated the resident's complaint about restricted garden access through a neighbour's property, found no legal right of way, and offered to arrange pre-arranged access and refund missed gardening…
202120870 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a bedbug infestation, as it acted promptly with pest control treatment over 4 months. However, there was service failure in complaint handling due…
202128122 Local authority / ALMO / TMO
The Ombudsman found service failure by Newcastle City Council regarding its response to a resident's complaints about pests, damp, subsidence and noise. The landlord acknowledged poor communication, record keeping…
202010082 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress after acknowledging it failed to provide emotional support to a vulnerable resident who witnessed an aggravated burglary. The landlord apologised and…
202109620 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £50 compensation resolved the complaint about repairs to unblock a bath pipe (reasonable redress), but found maladministration in the landlord's handling of the…
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