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 38 published decisions.
Newham Council's maladministration rate (53%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202208929 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newham Council in its handling of ongoing leaks in a leaseholder's home. The landlord took reasonable steps including attending promptly, attempting access to the flat above,…
202205617 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about repairs, caretaking and maintenance charged within the service charge, as the landlord failed to provide sufficient…
202111993 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for its response to the resident's reports of damp and mould over a prolonged period from August 2019. The landlord failed to communicate inspection outcomes,…
202119473 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of tree pruning works, as it completed the required works and reasonably declined further pruning in line with its policy. However, there was service…
202215505 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newham Council in its response to the resident's reports about the standard of cleanliness in communal stairs. The landlord investigated promptly, inspected on multiple…
202111880 Local authority / ALMO / TMO
The landlord was found to have maladministration for issuing a warning letter to the resident about antisocial behaviour without carrying out a proper investigation, and service failure for delays in responding to the…
202120548 Local authority / ALMO / TMO
The landlord delayed completing damp and mould repairs from March 2020 to February 2022, partly due to Covid-19 restrictions, and failed to keep the resident informed. However, the landlord acknowledged its failings,…
202204227 Local authority / ALMO / TMO
The landlord was found to have service failure for poor communication about repair timescales and failing to properly address the resident's decant-related expenses, and for a 78-working-day delay in its stage two…
202205449 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £480 for loss of use of a bedroom over eight months and £270 for time and trouble was reasonable redress for the repair delays. However, there was service failure in…
202123428 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding damp and mould or kitchen replacement, as the landlord took reasonable steps. The complaint about overcrowding was outside jurisdiction. The landlord offered reasonable…
202114253 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newham Council in its response to the resident's request for a pressure pump/electric shower. The landlord had inspected the water pressure on several occasions, found it…
202126549 Local authority / ALMO / TMO
The landlord delayed responding to a leak into the resident's leasehold property and failed to handle the complaint properly. Following Ombudsman intervention, it offered £850 compensation, which the Ombudsman accepted…
202113250 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, as it carried out timely inspections and remedial works. However, the landlord's complaint handling was poor (premature…
202107985 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to a leaseholder's observations and queries about the building insurance policy and excess levels following a Section 20 consultation process. The…
202127130 Local authority / ALMO / TMO
The landlord failed to contact the resident as promised about changing his joint tenancy to a sole tenancy, sent a notice to quit form to the wrong email address, and delayed its complaint response. It offered £200…
202107750 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a leak into the resident's kitchen and his compensation request, but found maladministration in the landlord's complaint handling due to significant…
202004315 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's requests for evidence about a leak investigation or queries about building insurance. However, there was a service failure in…
202011551 Local authority / ALMO / TMO
The landlord was found to have service failure in its response to a contaminated water tank, due to delays in inspecting the tank and lack of communication with the resident. Maladministration was found in the…
202106974 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to a wet-room drainage blockage that left the resident without a working toilet for three and a half weeks, reasonable redress for poor decorative works…
202017244 Local authority / ALMO / TMO
The Ombudsman found that the landlord failed to act on reports of a roof leak for around 18 months, incorrectly told the resident he was liable for replacing a front door damaged by police, and provided inadequate…
202014692 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Newham Council in its handling of a leaseholder's reports of anti-social behaviour from a neighbour. The landlord acted promptly, involved the local authority's ASB team, used…
202017405 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of noise nuisance reports. While the landlord gave reasonable advice about domestic noise and eventually instructed the neighbour to address laminate…
202012229 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise nuisance from an upstairs neighbour. The landlord investigated the reports, visited the property, and acted in line…
201913436 Local authority / ALMO / TMO
The Ombudsman found service failure for the landlord's handling of a leak from above (failure to act on the initial report in March 2018 and delays from January 2020 in resolving the leak and remedial works), and…
202008669 Local authority / ALMO / TMO
The Ombudsman found that the landlord made reasonable redress for its protracted repairs service (draughty windows and a leak causing damp and mould over 18+ months) by offering £1000 compensation. However, service…
202106975 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to a resident's concerns about tree height in a neighbouring garden. While the landlord was entitled to rely on its inspection team's conclusion that the…
202002208 Local authority / ALMO / TMO
The Ombudsman found that the landlord's initial response to the resident's request for information following a Tenants and Leaseholder Forum, and its handling of her subsequent complaint, were unsatisfactory. However,…
202009415 Local authority / ALMO / TMO
The landlord made an administrative error by stating an incorrect rent figure in the resident's tenancy agreement. The complaint was resolved through mediation when the landlord offered to waive arrears of £796.84,…
202101367 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident did not bring the matter to the landlord as a formal complaint within a reasonable period (over two years after being told…
202002206 Local authority / ALMO / TMO
The Ombudsman determined that a complaint about the landlord's overall complaint handling process, raised in isolation from any specific housing issue, was outside its jurisdiction under paragraphs 36 and 39(f) of the…
202003618 Local authority / ALMO / TMO
The Ombudsman found that the landlord delayed in stopping a leak (reported 12 June 2019, fixed 18 June 2019) and kept incomplete records. However, the landlord's offer of £400 compensation during mediation, along with…
201907092 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom repairs due to poor communication and record keeping, and maladministration in its complaints handling due to failure to investigate properly…
201907168 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of rent arrears following the resident's succession of the tenancy, but found service failure in the landlord's handling of repairs (delays in…
202000455 Local authority / ALMO / TMO
The resident complained about the loss of water supply and the landlord's complaint handling. Through Ombudsman mediation, the landlord agreed to arrange a joint inspection, provide pump repair information, and pay £300…
201907602 Local authority / ALMO / TMO
The Ombudsman found maladministration by Newham Council in its handling of a leaseholder's reports of a blocked communal stack-pipe causing back surge and water damage, and in its handling of the subsequent formal…
201908648 Local authority / ALMO / TMO
The Ombudsman found service failure by Newham Council for its delayed and inadequate response to a leaseholder's reports of a rodent infestation in the loft, and for its poor complaints handling including a significant…
201913856 Local authority / ALMO / TMO
The Ombudsman found maladministration by Newham Council for failing to properly handle the resident's reports of a bathroom leak causing damp, mould and flooring damage, including delays in inspection and repair, and…
201915965 Local authority / ALMO / TMO
The landlord agreed to provide fortnightly updates on estate repairs but stopped without telling the resident, causing months of frustration. The Ombudsman found service failure and ordered £200 compensation (increasing…
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