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 73 published decisions.
Royal Borough of Kensington and Chelsea's maladministration rate (59%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202533584 Local authority / ALMO / TMO
The landlord's handling of the resident's cracked kitchen window was found to be reasonable redress, as it attended within its repairs policy timescale and offered £100 compensation for an unavoidable delay. However,…
202513736 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB because it failed to complete action plans and risk assessments at appropriate points and delayed its decision on security…
202436269 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's responses to the resident's concerns about poor staff conduct and her window replacement request, and no maladministration in its complaint handling. The…
202414645 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's report of a leak, which took nearly 6 months to permanently repair, with unreasonable delays, poor communication and record keeping, and…
202315953 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance from a neighbour: it did not monitor the noise, inspect the neighbour's property or consider noise-reduction…
202510730 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's kitchen renewal works, which were not completed on schedule or to standard, with the landlord unduly emphasising the resident's actions over its…
202426184 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of no hot water or heating (leaving him without heating/hot water for 285 days), and maladministration in its responses…
202127409 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to damp and mould, the ventilation system and related repairs, its response to reports of a sewage smell, and its complaint handling. The rehousing…
202333999 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB — it failed to follow its own ASB policy (no risk assessment, no action/support plan, no evidence it contacted the…
202416374 Local authority / ALMO / TMO
A leaseholder complained about the landlord's response to her concerns regarding the installation of CCTV on the estate, including the consultation process and the fire safety of the PVC trunking. The Ombudsman found…
202319777 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of heating and hot water issues, citing poor record keeping, failure to proactively monitor repair attempts, and compensation…
202326354 Local authority / ALMO / TMO
The resident complained about the landlord's handling of her rent arrears, including its consideration of her financial situation, a staff member's conduct, and the serving of a notice seeking possession. The Ombudsman…
202220604 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of both damp and mould reports (12-month delay, failure to risk assess the household's health needs) and noise nuisance reports (failure to investigate,…
202313802 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak affecting the resident's property (including repairs and compensation) and in its handling of asbestos. There were unreasonable delays…
202233268 Local authority / ALMO / TMO
The landlord's handling of repairs to the resident's windows amounted to severe maladministration. There were unreasonable delays of around 17 months in progressing the repairs, poor management of the work, poor…
202302793 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of toilet repairs (including an operative's conduct) because it failed to take the resident's vulnerabilities into account when assessing the impact and…
202307978 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's request for gutter repairs. The Ombudsman found the complaint was outside its jurisdiction because the subject matter had been the subject of court…
202342331 Local authority / ALMO / TMO
The Ombudsman found the resident's request for a move to a more suitable property outside its jurisdiction (for the Local Government and Social Care Ombudsman). It found no maladministration in the landlord's handling…
202331302 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to reports of recurring leaks and damp and mould, which the resident had raised since December 2020. It excessively delayed resolution, repeated…
202303698 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of remedial works following leaks and its response to the resident's reports of a rodent infestation, and service failure in its complaint handling. There…
202300068 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to recurring leaks from the flat above, in its response to noise transference said to be due to lack of soundproofing under the neighbour's laminate…
202219537 Local authority / ALMO / TMO
The Ombudsman found maladministration by Royal Borough of Kensington and Chelsea for its handling of repairs to the resident's radiators. The landlord failed to progress agreed radiator upgrades identified in May 2021…
202211153 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to transfer the tenancy into her name, as the landlord correctly remained neutral and could not act contrary to a Court…
202208675 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of roof leaks over 14 months, where it failed to consider the resident's mental health condition, missed safeguarding opportunities, and did not…
202212956 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for its handling of antisocial behaviour reports, having failed to follow its own policy, closed the case prematurely despite serious threats, and not taken a…
202224181 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of boiler repairs and its compensation offer, ordering total compensation of £178.90 for the delay and lack of alternative washing facilities, on top of the…
202120447 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to provide adequate information about major works costs and scope, and for failing to properly address the resident's concerns about poor workmanship quality…
202128246 Local authority / ALMO / TMO
The landlord delayed in inspecting damp and mould at the resident's property but acknowledged the delay, arranged remedial works, and offered £150 compensation. The Ombudsman found this constituted reasonable redress.…
202217632 Local authority / ALMO / TMO
The landlord failed to respond to the resident's request to remove hazardous shelving for 18 months, but its offer of an apology, removal of the shelves, and £300 compensation was found to be reasonable redress. There…
202117265 Local authority / ALMO / TMO
The landlord took too long to repair a lighting fault (6 weeks) and its complaint handling was delayed and incomplete. The lighting fault complaint was resolved through mediation with a £1,000 compensation offer, and…
202219520 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord in its handling of remedial repairs following a leak. While the landlord mostly followed its policies and offered £305.66 in compensation and expenses, it failed to…
202218966 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of window repairs, which took 14 months to properly replace a bedroom window, and in its complaint handling for failing to log complaints, providing…
202205794 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's management move (poor communication with removal company, no redress), maladministration in the condition of the property when let…
202009512 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of refurbishment work at the resident's property. The landlord accommodated the resident's requests, communicated regularly, and acted reasonably…
202121904 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by the Royal Borough of Kensington and Chelsea for its failure to carry out repairs at the resident's property over a prolonged period, and for refusing to decant the…
202125655 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for reasonable adjustments to a void property, as the landlord reasonably relied on an occupational health report that did…
202126427 Local authority / ALMO / TMO
Maladministration for boiler repair delays totalling 93 days, including 17 days without heating/hot water in winter. Landlord ordered to pay ~£573 (17 days rent refund + £350 for distress). No maladministration in…
202203772 Local authority / ALMO / TMO
The Ombudsman found maladministration by the Royal Borough of Kensington and Chelsea for failing to properly inform the resident about his inclusion on a restrictions list, failing to advise him of appeal/review…
202319116 Local authority / ALMO / TMO
The complaint concerned the landlord's response to a water leak under the resident's kitchen sink and its handling of the resident's request to replace the kitchen flooring. The Ombudsman found no maladministration on…
202116667 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord for not updating the resident on his storage request for almost five months during external works, ordering £50 compensation. However, there was no maladministration…
202210570 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repair works following a leak from the property above. It took nearly three months to trace and repair the leak, delayed redecoration works, completed…
202119574 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its response to the resident's security concerns about scaffolding-related intruder access to the building. The landlord had taken reasonable steps including…
202117496 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by the landlord for delays in completing void works and for replacing the resident's bath with a shower without prior notification. The landlord offered £250 compensation and…
202209304 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the Royal Borough of Kensington and Chelsea in how it handled the resident's reports of odours from the basement flat and its decision to decline her request to be temporarily…
202110067 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to caretaking concerns or its handling of a call handler conduct complaint, but found service failure for failing to replace light bulbs as promised…
202200791 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a water leak and subsequent flooding at the resident's property, and for its handling of the resident's temporary decant which took over 21 months to…
202115157 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor recordkeeping and lack of direct communication regarding the resident's noise nuisance reports, but no maladministration for declining a management transfer…
202115830 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to a missing Emergency Control Valve handle on the gas meter, which went unresolved for over 3 years. The landlord's handling of the gas safety…
202204847 Local authority / ALMO / TMO
The landlord was found to have offered reasonable redress after initially failing to communicate with the resident about noise from communal water tank pipes. The landlord acknowledged its communication failures,…
202010924 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its handling of damp and mould, as it took reasonable steps to investigate and carry out works. The complaints about the resident's transfer on medical grounds…
202121850 Local authority / ALMO / TMO
The Ombudsman found maladministration by the landlord in its handling of a compensation claim for a mouse infestation, which the landlord's own poor workmanship had caused. The compensation offered was insufficient and…
202120109 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its response to the resident's queries about a £13.10 rent arrears balance relating to water rates. The landlord provided clear explanations and a breakdown of…
202113652 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the Royal Borough of Kensington and Chelsea regarding its handling of the resident's reports of noise nuisance from neighbouring properties. The landlord took reasonable steps…
202124640 Local authority / ALMO / TMO
The landlord was found to have service failure for its delayed response to the resident's reports of damage to his kitchen units during pest-proofing works. The landlord took 85 days to confirm it would carry out…
202118683 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £200 compensation for delays in handling shower repairs was reasonable redress, resolving that complaint satisfactorily. However, the landlord's complaint handling was a…
202115538 Local authority / ALMO / TMO
The landlord failed to prioritise a leak repair for a resident with a visual impairment, but acknowledged its failings, apologised, offered £250 compensation, and changed its processes for recurring leaks. The Ombudsman…
202122327 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's complaints about historic water rate charges, communication of water discounts, and reinstatement of a residents' association. The…
202100841 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's ASB complaints about noise from three neighbours, as the landlord took reasonable investigative and management steps. However, there…
202102981 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord regarding its response to the resident's concerns that communal fire doors were not fit for purpose and caused excessive whistling noise. The landlord had…
202118063 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its response to the resident being trapped in a communal lift. The landlord had reasonable maintenance schedules, the emergency button fault developed between…
202112145 Local authority / ALMO / TMO
The landlord was found to have service failure for not signposting the resident to its insurance team as per its compensation policy, after a flood damaged his belongings. The landlord had otherwise offered reasonable…
202012978 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs due to a delay in fitting a bath handle, shower curtain and rail (raised 17 Dec 2020, completed 22 Feb 2021) and poor communication with the…
202105213 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of fly-tipping and personal items left in communal areas. The landlord acknowledged poor initial communication,…
202015321 Local authority / ALMO / TMO
The Ombudsman found no maladministration by the landlord regarding its handling of repeated communal lift breakdowns, as it investigated appropriately, attended call-outs within timescales, and communicated with…
202106991 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its failures in handling repairs to the heating and hot water system, which left the resident without heating/hot water for 12 weeks across two…
202107921 Local authority / ALMO / TMO
The landlord mistakenly removed items from the resident's shed and changed the lock. It apologised, dismissed the staff member involved, reimbursed the resident £1,800 for lost items and paid £100 for distress. The…
202006364 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of mismatched communal lighting, as the landlord carried out inspections and repairs and reasonably explained that…
202015182 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure before bringing the matter to the Ombudsman, and had instead…
202012553 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress after initially failing to review CCTV footage of an incident between the resident and a contractor. The landlord apologised, reviewed its CCTV retention…
202002742 Local authority / ALMO / TMO
The Ombudsman found that the landlord made a reasonable offer of redress prior to investigation, resolving the complaint satisfactorily. The landlord had omitted to explain escalation and referral routes in its…
202009234 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in all three complaint heads. The landlord failed to investigate noise reports for over six months despite knowing about the resident's vulnerabilities, delayed a management…
202101926 Local authority / ALMO / TMO
The Ombudsman found service failure by the Royal Borough of Kensington and Chelsea in its handling of repairs to a resident's property. The landlord admitted delays over at least 12 months, inadequate repairs needing…
201913984 Local authority / ALMO / TMO
The Ombudsman found that the landlord made reasonable redress in response to the resident's complaint about contractors not wearing identification and entering a bedroom without permission. The landlord acknowledged the…
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