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 88 published decisions.
Royal Borough Of Greenwich's maladministration rate (89%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202404776 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of repairs due to prolonged and repeated delays, poor coordination, and placing responsibility on the resident, and service failure in…
202529569 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's complaint about reoccurring damp and mould and a leak, and service failure in its complaint handling. The landlord was ordered to pay £350…
202316588 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise coming from the property above, due to repeated communication failures, delays in progressing repairs (which took from…
202337916 Local authority / ALMO / TMO
The landlord delayed by approximately seven months before inspecting the resident's January 2022 damp and mould report and failed to escalate its investigation when the issue persisted, amounting to maladministration.…
202342841 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of her rear garden, because it failed to inspect the garden to assess the extent of the issue and its…
202504415 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a leak from the property above and a repair to a communal wall, due to a lack of ownership, poor record keeping and a delay…
202218428 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's noise transference and ASB reports, and service failure in its handling of the associated complaint. The landlord failed to demonstrate…
202404580 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the condition of the kitchen or its handling of reports of damp and mould, but found service failure in the landlord's…
202330458 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of damp and mould and in its handling of multiple outstanding repairs (bath, taps, guttering, drainage, structural issues, cracked plaster, windows and…
202423535 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports and in its handling of the complaint. The landlord failed to evidence it followed its ASB and hate crime…
202432004 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of the resident's concerns about the kitchen fan: it failed to address whether the newly installed fan was suitable for the kitchen's size, did not review the…
202344666 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of ASB and the related request to be rehoused (it could not evidence following its ASB policy, though its decision not to progress an emergency…
202400105 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of damp, leaks, cracks, crumbling plastering, and the back door/skirting, and in its complaint handling, due to significant repairs delays,…
202448982 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response about the kitchen and bathroom upgrades, maladministration in its handling of the damp and mould reports (initial responses did not follow its Repairs…
202412690 Local authority / ALMO / TMO
The Ombudsman found maladministration in how the landlord responded to reports of a roof leak: it did not carry out a reasonable investigation of the roof (including the chimney stack) and its record keeping was…
202341112 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's concerns about major plumbing works (including the costing of these), maladministration in its response to concerns about damp and mould…
202427609 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of various repairs (kitchen, bathroom, intercom and extractor fan vent), its handling of reports of damp, and its complaint handling, but no…
202329908 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's actions to recover rent arrears (including requesting direct payments from universal credit and serving a Notice of Seeking Possession) and no maladministration…
202335870 Local authority / ALMO / TMO
The complaint about the landlord's handling of a reported leak from an upstairs flat was found to be outside the Ombudsman's jurisdiction because legal proceedings had been issued at court, giving the resident the…
202430607 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of gas leak reports/boiler repairs or its response to concerns about contractors' conduct and damage, but found maladministration in its handling of…
202418129 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports about her gutters and requests for reasonable adjustments, having failed to attend a follow-up appointment, repeatedly contacted…
202419950 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of a leak (including an unreasonable 8-month delay in inspecting the property after the leak was resolved) and service failure in its handling of…
202401564 Local authority / ALMO / TMO
The landlord was slow to resolve sewage problems from drains in the communal car park, its works were ineffective before a lasting fix, and it failed to acknowledge the resident's distress, health conditions or explain…
202316938 Local authority / ALMO / TMO
The resident, a shared ownership leaseholder, requested a refund of the credit balance on his service charge account after selling his share. The Ombudsman found reasonable redress in both the landlord's handling of the…
202451608 Local authority / ALMO / TMO
The complaint concerned the landlord's response to water entering the resident's leasehold flat via external brickwork (weep holes and flashing), causing damp and mould. Following the Ombudsman's intervention, the…
202414386 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's ASB reports (failing to follow its own ASB policy, acknowledge reports, agree action plans, complete risk assessments, review the…
202424700 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the kitchen extractor fan replacement, which was completed within reasonable timescales and in line with policy. However, it found service failure…
202321818 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports and in its handling of the associated complaint. The landlord failed to use standard ASB tools (risk assessments, action…
202422734 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of cigarette and cannabis smoke ingress (and associated repairs), and in its complaint handling. It ordered the landlord to…
202431006 Local authority / ALMO / TMO
The landlord failed to carry out a full and appropriate inspection of damp, mould and leak-related damage across the whole property, contributing to repairs not being completed, and did not fully respond to the…
202342794 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's report of staff misconduct. While the landlord appropriately investigated and apologised at stages 1 and 2 and agreed to remove an…
202425589 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould and service failure in its complaint handling, but no maladministration in its response to the resident's concerns about staff conduct.…
202330963 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the temperature in her child's bedroom, as it attended and relied on qualified professionals who found no defects.…
202423045 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports or its response to caretaking concerns, but found service failure in its communications with the resident and in its…
202436772 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, having failed to act in line with its repairs policy or its mould-wash timescales, left works incomplete, had…
202311393 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of ceiling damage caused by a leak from the property above. The landlord isolated the leak within 24 hours and the damaged ceiling was a false ceiling…
202302900 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for both its handling of external repairs linked to mould growth and its complaint handling. The landlord repaired the external downpipe promptly once aware of…
202317870 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of no heating and hot water, as it failed to offer temporary heaters, alternative shower facilities, or assess vulnerabilities during a…
202323784 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to replace a dilapidated rear fence and in its handling of the associated complaint. It failed to communicate its fencing…
202422350 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the landlord's handling of a toilet leak and subsequent damp and mould was not within its jurisdiction, because the resident has the opportunity to raise the same subject…
202329847 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and subsequent damp, citing sustained record-keeping failures, a 57 working-day delay in completing external brickwork…
202411245 Local authority / ALMO / TMO
The resident complained about the standard of exterior render/repair works to her home and the conduct of contractors on site. The Ombudsman found no maladministration in the landlord's response to either the standard…
202127512 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to pay her service charge bill over an extended period, as the landlord reasonably requested an income and expenditure form…
202232768 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the neighbour's noise reports, the records relating to the resident's son living at the property, and the resident's discrimination concerns.…
202301448 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks and subsequent repairs, including failure to act on a reported leak for over a month and a half, failure to inspect rising damp promptly, and…
202316737 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance/ASB. The landlord failed to conduct a comprehensive investigation, give clear guidance on documenting noise…
202234801 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of water leaks from flooding and a blocked drain, and maladministration in its response to leaks from a leaking roof and rainwater…
202310421 Local authority / ALMO / TMO
The landlord issued a tenancy agreement in 2001 that incorrectly described the resident's property as a 3-bed parlour house, which affected her mutual exchange application to downsize; the landlord apologised and…
202336741 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's reports of antisocial behaviour (ASB) by a neighbour. The Ombudsman found service failure: although the landlord eventually took the most serious action…
202319710 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of three repair issues: repairs to the resident's windows and doors (the kitchen door repair took around six months to complete), repairs to the…
202314199 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs following water ingress, with repeated delays over about three years and a failure to complete promised works, and a service failure in its…
202338787 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which involved unnecessary delays and poor internal communication, and service failure in its handling of the…
202408593 Local authority / ALMO / TMO
The resident complained about the landlord's handling of repairs, including a damp problem, at her property. The Ombudsman determined the complaint was not within its jurisdiction under paragraph 41(c) of the Scheme…
202225840 Local authority / ALMO / TMO
The landlord took over 6 weeks to inspect reported damp and mould, missed necessary repairs at inspection, and took months longer than its own timeframes to complete the downpipe repair, mould washes and other works,…
202214272 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of communal repairs (subsidence, staircase, roof) due to poor communication and lack of updates; maladministration in handling repairs to the resident's…
202342852 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a leaking roof, severe maladministration in its handling of damp and mould, and service failure in its handling of a leaking radiator; the…
202219702 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request for external wall insulation, as its explanations were reasonable and transparent. However, the landlord's complaint handling…
202326191 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's requests for rehousing and adaptations. The Ombudsman determined the complaint was not within its jurisdiction, as these matters (housing allocations…
202222456 Local authority / ALMO / TMO
The Ombudsman found service failure over ASB report handling, reasonable redress over ASB counter-allegations, and maladministration in complaint handling, ordering £400 total compensation and a written acknowledgment.
202317482 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, due to poor communication, failure to manage expectations, lack of an agreed action plan and inadequate record-keeping, and…
202304441 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to a leaking roof over the communal stairs, its response to the resident's health and safety and fire risk assessment concerns, and its…
202228470 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leak reports and associated damp and mould, having failed to identify the leak's source and monitor repairs by a neighbouring leaseholder, and…
202229573 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a report about staff conduct, but found service failure in its complaint handling, ordering an apology and £50 compensation.
202210082 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (sewage leak, delays, poor contractor oversight, and a 5-month delay after decant) and maladministration in its complaint handling (protracted…
202229685 Local authority / ALMO / TMO
The Ombudsman found the leak complaint outside its jurisdiction, but found maladministration in the landlord's handling of window replacement and major works, damp and mould reports, and complaint handling, ordering…
202219719 Local authority / ALMO / TMO
The Ombudsman found maladministration by Royal Borough of Greenwich for its handling of an offer to replace a leaseholder's fire door, involving missed appointments, poor record-keeping, contractor communication…
202216823 Local authority / ALMO / TMO
No maladministration for damp and mould handling; maladministration for repairs, forced entry and record keeping (delays, poor records, confusing communications); maladministration for complaint handling (15-month…
202222341 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a resident's kitchen suitability concerns and its complaint handling, ordering repairs, an apology and £550 compensation.
202215587 Local authority / ALMO / TMO
The landlord was found to have maladministration for a 17-month delay in repairing communal lighting in a stairwell, which posed a health and safety risk and caused distress and inconvenience to the resident. The…
202115047 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of external repair works (with delays of over 33 months, poor communication and coordination), its handling of section 20 consultation queries (failing to…
202121354 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of water ingress from the roof (delays over nearly 2 years, poor communication) and in its complaint handling (confusing multiple complaints, 8-month…
202225827 Local authority / ALMO / TMO
The landlord took 4 months to inspect a report of damp and mould and 6 months to renew extractor fans, delays it never acknowledged, though it otherwise took reasonable steps to diagnose and treat the problem. The…
202221543 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, with over a year's delay encapsulating asbestos causing damp and mould to persist, and ordered an extra £200 on top of the £150…
202219125 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to act on a vulnerable resident's reports of defective windows and cold temperatures for over a year, and for poor complaint handling that failed to address…
202212417 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's request for a front door replacement, failing to properly investigate security concerns, communicate adequately, and keep accurate…
202221169 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's lengthy delays repairing a resident's kitchen and fencing, and maladministration in its complaint handling due to a delayed final response. It ordered £950 total…
202124038 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of communal cleaning reports (lack of investigation prior to July 2021), maladministration in handling of communal repairs (delays, failure to progress…
202126976 Local authority / ALMO / TMO
The Ombudsman found service failure by Royal Borough of Greenwich for not providing an appropriate response to the resident's concerns about staff conduct during a rehousing application until after the internal…
202203567 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of kitchen extractor fan repairs, with excessive delays from November 2019 to March 2023, poor communication, inaccurate information, and failure to…
202128542 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to repair the resident's insecure balcony door within its policy timeframe, resulting in a 71-working-day delay, poor communication, and a burglary. The…
202215160 Local authority / ALMO / TMO
Maladministration for the landlord's response to damp and mould following wastewater leaks, due to poor assessment, communication failures, and unreasonable delays. Service failure for poor record keeping. Ordered to…
202103221 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of a water leak (10 working days to resolve, poor record-keeping, delayed follow-on repairs, and poor communication) and for its complaint handling…
202200574 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision not to cut back a tree in the communal garden, as it followed its tree management policy. However, there was maladministration in the landlord's…
202121873 Local authority / ALMO / TMO
The Ombudsman found service failure by Royal Borough of Greenwich for not fully understanding or addressing the resident's complaint about gaps between the concrete floor and skirting boards causing a cold draught from…
202123777 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's report of a burst pipe flooding her bathroom — it acknowledged fault but initially directed the resident to her insurance for damaged…
202015542 Local authority / ALMO / TMO
The Ombudsman found maladministration by Royal Borough of Greenwich for its handling of a leaseholder's request to relocate a mains stopcock, due to unreasonable delays, inconsistent communication, and failure to…
202105403 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to ASB reports, as it took reasonable steps including patrols, Police liaison and increased cleaning. It found reasonable redress regarding service…
202012334 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord regarding the level of redress offered for delays and failures in repairing a rear access gate, as the £350 compensation was disproportionate to the 11 months of…
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