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 66 published decisions.
Sandwell Metropolitan Borough Council's maladministration rate (77%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202505399 Local authority / ALMO / TMO
Service failure was found in the landlord's response to a power outage affecting the resident's block. While the outage was resolved in a timely manner, the landlord failed to contact the resident about the outage, act…
202342067 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould, or in its complaint handling. It had investigated the damp and mould in line with its policy, carried out…
202500722 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to redecoration of the kitchen and living room, and service failure in the associated complaint handling. The landlord was not responsible for kitchen…
202531728 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of electrical issues, due to failures in record keeping, communication, and escalation of access issues, with the resident left without power…
202403922 Local authority / ALMO / TMO
The landlord was found to have committed service failure in its handling of the resident's ASB reports (it failed to explain why evidence was not treated as ASB) and in its complaint handling (inappropriate tone in the…
202408415 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about a pigeon infestation at the block, as it did not investigate the root cause or consider the duration of the issue, and…
202418537 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to the communal area's flooring and skirting, because skirting repairs took almost 14 months to complete with no apology or progress during the…
202406753 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the upkeep and repairs of communal areas (bin room doors, bin room cleaning and damaged paving), in its handling of a pest (rat) infestation in…
202307929 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to damp and mould reports and in its record keeping, no maladministration in its response to ASB and to concerns about communication over a rehousing…
202345539 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a roof leak, damage to the bedroom ceiling, damp and mould, and its associated complaint handling. The landlord repeatedly delayed repairs…
202453379 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of loud music from the resident's property, as its response was reasonable, proportionate and in line with its ASB policy. It found service…
202318239 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of noisy floorboards, as it completed repairs within reasonable timeframes and made meaningful attempts to resolve the issue.…
202401876 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs and damp and mould, and maladministration in its complaint handling, plus service failure in its knowledge and information management. The…
202326168 Local authority / ALMO / TMO
The complaint, about the landlord's response to reports of ASB and requests for information regarding parking and boundaries, was resolved with intervention. Following the Ombudsman's intervention the landlord agreed to…
202323105 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's requests to build a step and install a shower, where records showed an 11-month delay for the step and a 4-month delay for the shower. Following the…
202329648 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of ASB. While the landlord took reasonable and proportionate actions overall, it failed to evidence that it carried out a risk…
202348399 Local authority / ALMO / TMO
The Ombudsman found the landlord offered redress before investigation that satisfactorily resolved the complaint about its purchase of the resident's former property, his home move and associated communications; it had…
202402166 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of concerns about a staff member's conduct during and after a home visit, given a minor service failure for which its apology was sufficient. However, it…
202417205 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould in a bedroom. It did not diagnose the cause or complete repairs within a reasonable timeframe, took over 6…
202446323 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs and of the resident's reports of anti-social behaviour, ordering £600 compensation plus an apology, a new damp and mould survey…
202439378 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and the subsequent repairs, due to poor record keeping and oversight that caused an avoidable delay (the replastering taking around…
202437379 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of reports of damp and mould and associated remedial repairs amounted to maladministration, and its complaint handling amounted to service failure; a complaint about the…
202440270 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports about a water leak, its handling of repairs to address internal damage and a pest control issue, and its complaint handling. The…
202425936 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (failures to respond to reports between 2022 and 2023 and to carry out a vulnerability assessment), no maladministration in…
202436360 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour. It failed to carry out a risk and vulnerability assessment, could not locate the resident's logs,…
202427041 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a recurrent bathroom leak into the ceiling and lights of the hallway and downstairs toilet, including delays identifying and stopping the…
202421293 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, as it failed to investigate the root cause, did not act promptly after identifying works, and did not consider…
202417491 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's request for a fence. The Ombudsman found no maladministration: the landlord reasonably relied on its tenant handbook, which makes the resident…
202414527 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the property and in its handling of the complaint and the level of compensation offered. The landlord was ordered to…
202319161
The Ombudsman found service failure in the landlord's handling of the property condition at letting (leaking toilet not fixed before the resident moved in), fire safety concerns (failure to evidence inspection of the…
202308659 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a 5-day lift breakdown (poor communication, no consideration of the vulnerable resident's health needs, and inadequate records) and in its handling of…
202400656 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports about a neighbour, due to an avoidable delay in responding to and interviewing the resident about his initial…
202429952 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of mismatched kitchen units following a repair, as the landlord was not responsible for cosmetic replacements and had discussed the colour…
202307606 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of damp and mould at the resident's property (with works still outstanding and damp present) and maladministration in its handling of the associated…
202315368 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of boundary encroachment by a neighbouring property, which took around two years to resolve while the resident repeatedly had to…
202419119 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould (delayed investigations into the cause and inadequate record keeping) and maladministration in its complaint…
202312994 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the resident's personal information was outside jurisdiction (ICO), its handling of the utility supplier at tenancy start amounted to reasonable redress (with a £250 offer…
202305599 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request that it fund external mediation, as its ASB Policy gives it discretion over the funding and provider of mediation and it…
202305551 Local authority / ALMO / TMO
The resident complained about the landlord's decision not to reclassify her property as two bedrooms rather than three, and its associated response to her request to increase the priority banding of her rehousing…
202212984 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's response to plastering issues (offer of half rent rebate for 16 weeks), maladministration for delays and failures regarding windows, roof leaks, and debris after…
202124220 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a leak (it responded within 24 hours each time and repaired it promptly), but found maladministration in its handling of damp and mould reports due…
202212103 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of structural damage to the resident's property, including delays in progressing a structural inspection, agreeing a decant, and replacing a…
202204051 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of sewer flies or its handling of the resident's rehousing request, as it took reasonable steps to investigate, treat the infestation, and…
202100012 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Sandwell Metropolitan Borough Council regarding its handling of the resident's concerns about a neighbour's conifers planted on the garden boundary and the installation of a…
202003694 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the landlord's handling of garden condition concerns was outside its jurisdiction because the matter had been subject to court proceedings where a judgement was given, and…
202117544 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's poor communication and lack of empathy in handling ASB reports, severe maladministration for failing to take the resident's known vulnerabilities into account or…
202108283 Local authority / ALMO / TMO
The Ombudsman found maladministration by Sandwell Metropolitan Borough Council for its response to a resident's reports of a leak (delayed investigation, poor communication during a decant that took 5 months longer than…
202211526 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Sandwell Metropolitan Borough Council regarding its handling of the resident's concerns about changes to tenancy conditions (age restrictions and visitor rules) and…
202204475 Local authority / ALMO / TMO
The Ombudsman found service failure by Sandwell Metropolitan Borough Council regarding its response to the resident's report that a contractor damaged her kitchen flooring. While the landlord's investigation into…
201913046 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's ASB case, specifically for failing to manage expectations about a proposed joint meeting with the police that was cancelled and not…
202107285 Local authority / ALMO / TMO
The Ombudsman found maladministration by Sandwell Metropolitan Borough Council in the way it dealt with plastering repairs to the resident's home. The landlord failed to adequately inform the resident about the works,…
202115332 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of asbestos in the property, as prompt inspections and expert assessments were carried out. No maladministration was found in the complaint…
202118314 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident being without heating and hot water for 29 days at the start of his tenancy, as the delays were largely due to access issues and the…
202106499 Local authority / ALMO / TMO
The Ombudsman found maladministration by Sandwell Metropolitan Borough Council in its handling of a leaseholder's queries about service charges and the standard of services provided. The landlord failed to provide…
202014265 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to arrange a technical inspection of the upstairs neighbour's floorboards after the resident continued to report noise transference issues, despite having…
202104914 Local authority / ALMO / TMO
The Ombudsman found service failure by the landlord for failing to communicate delays in responding to the resident's reports about a blocked shared pathway and a request for a privacy fence, ordering £50 compensation.…
202110281 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Sandwell Metropolitan Borough Council regarding its handling of a resident's reports of damp and mould, as the damp was caused by condensation linked to the resident's…
202011133 Local authority / ALMO / TMO
The Ombudsman found reasonable redress from the landlord for communication delays and for giving incorrect information about rehousing, but found service failure in complaint handling for failing to escalate the damp…
202107784 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of outstanding repairs to the hallway and kitchen, or in its handling of the formal complaint. Delays were largely due to Covid-19 backlogs and the…
202004582 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord writing to the resident about noise nuisance allegations, as it was reasonable and proportionate. However, the landlord's complaint handling was criticised for…
202107582 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of communal cleaning (spillages in a bin chute room were cleared within 24 hours), but found service failure in the landlord's complaint handling for…
202006511 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the gas supply connection and testing, as it had properly communicated the appointment and meter credit requirements. However, the landlord offered…
201906786 Local authority / ALMO / TMO
Service failure by Sandwell MBC in ASB response and complaint handling. The landlord's ASB response was broadly appropriate but it failed to provide monthly updates, delayed meetings, and communicated inconsistently.…
202007918 Local authority / ALMO / TMO
The Ombudsman found service failure by Sandwell Metropolitan Borough Council for delays in repairing the gutter, roofline and tiles (exceeding the 30-day repairs policy) and for a 7-month delay in erecting scaffolding…
202003469 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of antisocial behaviour, as it took reasonable and proportionate actions. However, there was service failure in the…
201912989 Local authority / ALMO / TMO
The Ombudsman found service failure by Sandwell Metropolitan Borough Council for failing to respond adequately to the resident's enquiries about building refurbishment plans and for significant delays in handling the…
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