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 23 published decisions.
Southend on Sea City Council's maladministration rate (91%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202348068 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of reports of noise nuisance, where it did not acknowledge the resident's reports promptly, did not recognise the distress early or manage expectations,…
202537178 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbouring boiler, due to failure to manage expectations, inadequate night-time investigation, and…
202503824 Local authority / ALMO / TMO
The landlord was found responsible for maladministration in its response to reports of damp and mould — repairs were not completed within required timescales, it did not follow its damp and mould policy, communication…
202414266 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's request to move home due to antisocial behaviour, as it followed its management move policy and correctly advised that the local…
202506439 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs, citing unreasonable delays and communication failures, including delays in addressing damp and mould, cracks and an overflowing drain, and a…
202411019 Local authority / ALMO / TMO
The landlord installed the resident's boiler incorrectly and took around five years to identify the error despite repeated concerns about the heating system, missing opportunities to investigate sooner. It acknowledged…
202442170 Local authority / ALMO / TMO
The landlord was found to have delayed carrying out damp and mould inspection, treatment and ventilation works and failed to keep the resident updated, amounting to maladministration; its £300 offer was insufficient, so…
202450515 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request to remove a shed (it failed to address her medical-condition-based request, to follow through on an agreed shed inspection, and…
202347584 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reported leaks and subsequent remedial repairs, and a fence repair. Following the Ombudsman's intervention the landlord agreed to pay £950 compensation (including an…
202438044 Local authority / ALMO / TMO
The landlord failed to inspect, repair, and complete a mould wash within its own stated timescales and did not keep the resident updated about outstanding works between January and November 2024. It upheld the…
202317488 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak, damp and mould, and the subsequent damage to belongings and decorations. The landlord delayed completing the roof…
202344463 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, and service failure in both its handling of the resident's request for a property transfer and its complaint handling.…
202215902 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of window and door replacement work, where poor surveying and installation caused delays, damage, and distress. Service failure was found for the…
202309216 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's request to reinstate an external security gate, and maladministration in its handling of the request to install external lighting (failing…
202310117 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, its handling of requested improvements, and its knowledge and information management, and found reasonable…
202316447 Local authority / ALMO / TMO
The landlord failed to adopt a zero-tolerance, timely approach to the resident's damp and mould report: it delayed investigative works, did not share survey findings or next steps, kept poor records, and took at least…
202400256 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of reports of cracks and subsidence, and no maladministration in its complaint handling, but identified service failure in the landlord's record…
202234512 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to water leaking into the bedroom (delays, asbestos risk, failure to decant, inadequate compensation) and in its response to a gas leak…
202234954 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's request for a replacement boundary wall, its handling of the request for a new balcony door in her son's bedroom, and its handling of…
202220639 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the ALMO's response to ASB reports, front garden query, and staff conduct concerns, but found service failures in its response to adaptations (lack of signposting and delayed…
202218411 Local authority / ALMO / TMO
Maladministration for the landlord letting a void property in poor condition (damp, mould, no heating/hot water) and failing to provide redress reflecting the distress caused to the resident and her vulnerable daughter.…
202309595 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to resolve water ingress and of reports of mould, and service failure in its communication and complaint handling, with no maladministration in…
202127516 Local authority / ALMO / TMO
The Ombudsman found service failure by Southend-on-Sea City Council regarding its handling of repairs after the resident moved into a property that did not meet void standard. The landlord's poor record-keeping…
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