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 302 published decisions.
Southwark Council's maladministration rate (77%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202421746 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of the resident's reports of damp and mould because the inspection was completed 7 working days beyond its repair timescale and no risk assessment was carried out to…
202501874 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of reports of a communal waste stack leak, which took 13 months to repair, significantly outside its policy timeframe, and in its complaint handling, where the…
202529735 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to a leak affecting the resident's electrics, due to failures to monitor the TMO's repair performance under the RTM, record keeping failures, and unreasonable…
202410508 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the removal of a gas pipe from a living room floor containing asbestos, including delays from incorrect classification of the repair, a failure to…
202406630 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to reports of a draughty front door (which it ultimately replaced), service failure in its unclear response to the bathroom and kitchen renewal request…
202450625 Local authority / ALMO / TMO
The landlord took around 7 months to resolve a leak and associated repairs, exceeding its target timescales, but its total offer of £1,190 compensation was found to be reasonable redress. The landlord's complaint…
202437521 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak (delayed repair, missed policy timescales, poor communication) and in its complaint handling (delayed stage 1 and stage…
202440505 Local authority / ALMO / TMO
Maladministration was found in the landlord's handling of the resident's pest control reports and associated repairs, and in its complaint handling. The landlord failed to complete identified proofing works,…
202503448 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to the resident's staircase, which were not completed within policy timeframes, and service failure in its complaint handling due to delays and…
202431046 Local authority / ALMO / TMO
The complaint about the landlord's handling of a request to pay decorating costs for temporary accommodation was found to be outside the Housing Ombudsman's jurisdiction, as it concerns the condition or suitability of…
202336645 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for how the landlord responded to the resident's loss of heating and hot water, and for its complaint handling. The landlord accepted delays, offered £338 compensation in excess of…
202527751 Local authority / ALMO / TMO
There was maladministration in the landlord's handling of reports of a faulty communal door, which it failed to make secure within its repair policy timeframe. There was service failure in the landlord's removal of…
202322564 Local authority / ALMO / TMO
The Ombudsman found maladministration in the time taken to install a new fire door due to unreasonable delays and poor communication, ordering an additional £210 compensation. It found no maladministration in the…
202504594 Local authority / ALMO / TMO
Maladministration was found in the landlord's response to the resident's request for a repair to a loose front door handle, which took 121 working days to complete (101 days over target), and in its handling of the…
202516235 Local authority / ALMO / TMO
The Ombudsman found service failure in how the landlord dealt with outstanding repairs following a pre-action protocol claim (it lacked records and revisited without an appointment), reasonable redress for its…
202536773 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's request for replacement windows, due to poor record keeping and failure to provide evidence supporting its decision that the windows…
202347450 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the gutter, roof and overflow pipe, due to prolonged delays, failure to carry out interim works during the section 20 consultation, poor…
202408423 Local authority / ALMO / TMO
The complaint about the landlord's handling of hot water pressure was not investigated because the Ombudsman had already issued a determination on the same complaint under a prior reference, placing it outside…
202426090 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries (electricity cost discrepancy and pothole repairs) due to significant delays, and maladministration in its…
202416319 Local authority / ALMO / TMO
Service failure was found in the landlord's handling of a leak from a rainwater pipe, which took approximately one year to repair despite a 20 working day policy timeframe, and in its associated complaint handling,…
202527042 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of front door repairs due to unreasonable delays, failure to monitor contractor handling, and insufficient redress, with the door only replaced more than…
202400615 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to roof repairs, which were delayed around 121 working days beyond target with poor record-keeping, communication and failure to consider the resident's…
202525126 Local authority / ALMO / TMO
Maladministration for the landlord's response to a vulnerable resident's ongoing leak, damp and mould, leaving them without bedroom lighting for almost two years with significant delays and poor communication.…
202528274 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance from the flat above, because it took over 5 months to complete a risk assessment required within 3 working…
202442295 Local authority / ALMO / TMO
The landlord took approximately 3 years to replace a resident's front door that was damaged in January 2022, leaving the resident with only temporary padlock and bolt measures that left him feeling unsafe. The Ombudsman…
202453402 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of overgrown plants, damp and mould, as the landlord cut back the plants, apologised and offered £300 compensation. However,…
202425084 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the bathroom and subsequent repairs, and service failure in its response to repairs to the external doors and…
202408002 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp, mould and associated repairs, as it did not follow its repairs policy and limited its actions to mould washing and a…
202503168 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating and window repairs, and service failure in its complaint handling. The landlord failed to resolve the heating…
202403106 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of cigarette smoke entering the resident's bathroom, citing repairs completed outside its policy timescales, poor communication, and a failure to…
202434183 Local authority / ALMO / TMO
The landlord's handling of the resident's reports of leaks causing damp and mould amounted to maladministration: it did not complete all works and inspections (including a required damp and mould inspection) in line…
202451951 Local authority / ALMO / TMO
The landlord was found to have maladministration in three respects: its response to reports of damp and mould (failing to carry out works within its repairs policy timeframes and not considering health concerns), its…
202451019 Local authority / ALMO / TMO
The landlord was responsible for maladministration in its response to reports of a loss of heating and hot water, having failed to properly investigate the resident's claim that only his property lost heating and hot…
202425439 Local authority / ALMO / TMO
The complaint about the landlord's handling of repairs to the garden wall was found to be outside of the Ombudsman's jurisdiction because the resident had already referred the matter to the local authority's arbitration…
202435193 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a foul odour, as it carried out proportionate investigations and plumbing works but could not detect a smell. It found…
202339206 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of gas safety: it failed to ensure gas safety requirements were met and that heating and hot water were working before the tenancy started, and there were…
202416814 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks and follow-on repairs, which were delayed and poorly managed, and ordered £600 compensation, a written apology and a response to the resident's…
202501001 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's leak report (over 11 weeks to repair, with unexplained delays and poor communication) and its handling of requests to repair the…
202422153 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould and the associated repairs, which remained unresolved more than two years after the first report, and…
202325237 Local authority / ALMO / TMO
Southwark Council failed to resolve repeated loss of secondary water supply to a resident's home for around two years, failing to manage contractors, monitor repairs to completion, set an action plan or give due regard…
202404949 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of leaks into the bathroom from the flat above, and reasonable redress in its handling of the associated complaint. No orders…
202334637 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak reported in a communal stairwell — it failed to treat it as an emergency, and over four months later the communal ceiling collapsed — and…
202428472 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about her heating (poor communication and poor record keeping) and service failure in its handling of her complaint (failure to…
202415795 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of roof repairs and complaint handling. The landlord failed to complete a full roof inspection, left issues including a 'box gutter' unresolved, had…
202343570 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a bedbug infestation that took over 9 months to resolve, including a failure to consider temporary measures and a delay in completing the final…
202400316 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's damp and mould reports, window repairs, and complaint handling. The landlord acknowledged failings and delays (over a year for…
202308062 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council in both its handling of the resident's reports of antisocial behaviour (including a failure to investigate the TMO's actions, assess risks, or consider the…
202415470 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of an external leak, subsequent damp and mould, and the associated complaint. The landlord acknowledged delays, apologised and offered compensation (£100…
202406172 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and their request to be rehoused, and maladministration in its complaint handling. It ordered a written apology, £800…
202411974 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the leaseholder's concerns about replacing her front door (a communication failure about why further FRA-recommended inspections were not done), and…
202331912 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the leaseholder's concerns about remedial works following a leak (including the party wall written agreement and communication), and maladministration…
202315976 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance and ASB (delayed risk assessment, no action plan) and in its response to the rehousing request (misinformation…
202231578 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of noise nuisance, because it failed to conduct a risk assessment early in line with its ASB policy, did not evidence exploring wider options such as…
202429299 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's reports of water pressure and bathing facility issues, and service failure in its handling of the complaint. The landlord was reasonable…
202326338 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the resident's application for permanent rehousing outside jurisdiction (a local authority allocation decision). It found reasonable redress in the landlord's handling of…
202428780 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about damp, cold and lack of ventilation, and service failure in its handling of the associated complaint. It ordered a written…
202328109 Local authority / ALMO / TMO
The resident, a leaseholder, complained about the landlord's handling of a leak from a communal pipe serving her property that affected another tenant, and about the landlord's complaint handling. The Ombudsman found no…
202339681 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repeated leaks from the property above, which it failed to investigate holistically or resolve at root cause, including an unreasonable 17-day delay in…
202343514 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a water leak reported in a bedroom. The leak was passed between teams at least 8 times, took almost five months to repair (outside its repair…
202426170 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of the loss of heating and hot water between March and May 2024, and in its handling of the associated formal complaint. It was…
202425793 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of the loss of heating and hot water at a leasehold property. The landlord acknowledged its service failures (including a missed appointment and delayed…
202424441 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak from above (delays in inspection and repairs, silo working and internal confusion, and poor communication) and service failure in its handling…
202332723 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs (an urgent floorboard repair took 57 working days instead of 3, and the wet room works were left incomplete), in its consideration of the level…
202448650 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports: it continually risk assessed the situation and took reasonable steps in line with its ASB policy,…
202441489 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of a loss of heating and hot water (delays in attending heating and hot water repairs and failure to provide temporary heaters) and for its associated…
202347068 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of a leak and the associated damage (it acted quickly to make the electrics safe but did not stop the leak within its timescales,…
202340597 Local authority / ALMO / TMO
The landlord's response to the resident's concerns about a major works (kitchen and bathroom upgrade) programme amounted to maladministration because it failed to update her promptly after a key meeting and missed…
202422298 Local authority / ALMO / TMO
A leaseholder complained about the landlord's apportionment of a major works service charge and its handling of his queries. The Ombudsman found no maladministration: the landlord responded promptly and clearly, its…
202333717 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould (18-month roof leak delay, 6-month ground floor leak delay, failure to consider vulnerabilities) and in its handling of window…
202415210 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour (ASB) — it took appropriate investigative steps but missed opportunities to help gather evidence in a timely manner,…
202421325 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of window issues and in its handling of the associated complaint. It ordered the landlord to apologise, pay £600 compensation…
202416413 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of foxes causing noise nuisance, due to a 7-month delay in removing building materials and failure to consider specialist…
202317287 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's claim of a conflict of interest concerning a Fire Risk Assessment for his building, as the named manager was not employed by the…
202418614 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's anti-social behaviour reports and in its complaint handling, and maladministration in its handling of her reported hot water supply…
202443027 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing delays in deciding on and installing ventilation, delays completing recommended remedial repairs, poor…
202445302 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leak causing damp and mould, which was a recurring issue affecting the resident's bedroom from at least March 2023, with poor record keeping, failure…
202422663 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to a leaseholder's request for a service charge repayment plan. The charges were payable within one month of notification under the lease, a Section 20…
202324588 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the leaseholder's report of a leak: it had given appropriate advice about its procedure and had not agreed to reimburse private plumbing costs.…
202415988 Local authority / ALMO / TMO
A leaseholder complained about the landlord's response to his request for compensation for the loss of communal heating and hot water (8–10 February 2024). The Ombudsman found reasonable redress: the landlord…
202437404 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports (delays, reliance on the resident to clean mould, dismissive communication, and failure to consider a vulnerable child's…
202348534 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's requests for compensation for the period her home had no heating or hot water, and maladministration in its complaint handling. The…
202326930 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of the resident's reports of a leak from the flat above and the resulting damage to his kitchen ceiling and sink, and in its handling of the associated…
202441646 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of reoccurring damp and mould: it failed to attend within its repairs timeframes, did not proactively monitor or progress…
202330730 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak from the flat above (delays in repairing the leak that were not communicated, an inappropriate response to the…
202431570 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and associated repairs (poor record keeping, uncompleted kitchen worktop/roof/pointing works, delayed extractor…
202420688 Local authority / ALMO / TMO
The landlord's handling of the resident's repeated reports of sewage smells inside and outside the property, and its handling of the associated complaint, both amounted to maladministration. It delayed arranging a…
202429480 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and in its handling of her complaint. It ordered the landlord to apologise, pay £575 in total…
202308022 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of hot water loss and in its handling of the associated complaint. The landlord accepted delays in fully reinstating hot water…
202223626 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of redress made prior to investigation satisfactorily resolved the resident's complaint about handling of balcony leak reports.
202309807 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of ASB reports from August 2021 onwards, including failures to complete risk assessments or agree an action plan, delays, poor record keeping, and a lack…
202401391 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaking drainpipe and subsequent damp and mould damage to the bedroom wall, due to significant delays in completing repairs. It also found…
202306282 Local authority / ALMO / TMO
A secure tenant of Southwark Council complained about the landlord's handling of his liability insurance claim, a roof leak with damp and mould, heating and hot water repairs, loose cables, and his complaint. The…
202411821 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of damp and mould and the resident's proposed move to temporary accommodation. The Ombudsman found that the landlord had offered redress prior to investigation…
202314265 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of issues with the garden (failure to clear it at the start of the tenancy, a 5-month delay to address overgrowth and a further 10-month delay to remove…
202414244 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak and subsequent damp and mould: it failed to provide a permanent remedy, did not demonstrate it checked the…
202307700 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's complaint about the presence of asbestos in her home. The landlord failed to follow up with its asbestos contractor to ensure identified…
202326397 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of a broken external tile. Although there were service failures (delay in replacing the tile after scaffolding…
202008030 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Southwark Council for its response to damp, mould, pest infestations and repair issues from November 2018 to January 2021, and for its complaint handling. The landlord…
202419180 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of boiler repairs (the boiler was disconnected as unsafe and the resident's household, including a young child, was left without heating and hot water for extended…
202309926 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports — an April 2023 inspection's recommended works took 159 working days to complete (against a 20-working-day…
202320847 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to repeated blockages of the resident's only toilet, ordering an apology and £85 further compensation (making £150 in total) on top of the £65 already paid.…
202303910 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of reports of damp and mould, accepting the landlord's pre-investigation offer of £265 compensation. It found service failure in the landlord's handling…
202347778 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of communal door repairs, its responses to the resident's enquiries about communal redecoration and window cleaning, its handling of ASB and vandalism…
202324142 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's concerns about an alleged data breach (personal information shared with a third party). The Ombudsman determined the matter falls properly within the…
202323695 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports about repeated hot water outages. The landlord was slow to resolve the root cause, did not explore additional support given the…
202342845 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports that his neighbour's home business was causing noise nuisance, and maladministration in its complaint handling. It ordered the…
202317480 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp, mould and associated repairs (the landlord's £245 offer being appropriate), but maladministration in its complaint…
202315518 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about communal cleaning and grounds maintenance of the block, including a subsequent mice infestation, as it could not evidence…
202333479 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould and associated repairs, and service failure in its complaint handling. The landlord was ordered to apologise, pay…
202315882 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for a second succession of the tenancy, its handling of reports that the garden was for the resident's sole use, or its…
202403907 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reimbursement payments for the running costs of a dehumidifier, its handling of a damp and mould survey, and its complaint handling. It ordered the…
202227222 Local authority / ALMO / TMO
The Ombudsman determined this complaint about major works and repairs was outside its jurisdiction because the property lease was owned by a business rather than an individual.
202234723 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the suitability and qualifications of its contractors, as it was reasonable to rely on the contract terms and the…
202327171 Local authority / ALMO / TMO
A leaseholder reported orange water with metal particles from her bathroom hot water supply; the landlord failed to progress the required communal water tank repair for over two years, with poor record keeping,…
202306966 Local authority / ALMO / TMO
The resident complained about the landlord's response to an incident in May 2020 in which her son fell from a window, and about its response to ASB by her downstairs neighbour. The Ombudsman found the May 2020 matter…
202304414 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the resident's concerns about the allocations process outside its jurisdiction, no maladministration in its handling of concerns about inappropriate staff conduct, and…
202118305 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's complaint handling due to delays in responding to the resident's stage 1 and stage 2 complaints and poor communication causing confusion. The landlord was ordered to…
202413809 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leak and associated repairs (it delayed reinstating the resident's lights after stopping the leak), and reasonable redress in its handling of the…
202304415 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of a leak from the toilet (sewage leak, blockages, smells and flies, and delay in acting on a pest control report that the bathroom wall needed…
202409950 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's leak reports and subsequent repairs, and in its handling of her request for alternative accommodation. It found the landlord had made a…
202319618 Local authority / ALMO / TMO
The Ombudsman found the landlord's response to the loft water leak and its complaint handling amounted to reasonable redress, because its offers of compensation satisfactorily resolved those matters. It found no…
202311558 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's request for noise monitoring equipment to be installed, its response to the request for referral to a professional witness service, and…
202405416 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould (delays investigating and remedying a leak from above, delayed external repairs and poor communication) and…
202302203 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of boiler repairs and replacement, as the resident as leaseholder was responsible for the boiler and the landlord reasonably directed her to its…
202322410 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's dissatisfaction with its proposal to install a condensing boiler, as the landlord was legally obliged to install a condensing boiler…
202227200 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to communal drains. The landlord responded reactively to repeated sewage back-flow incidents rather than investigating the underlying cause,…
202315999 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports of repairs in the property or her request for adaptations. It found the landlord reasonably inspected the property,…
202301749 Local authority / ALMO / TMO
The Ombudsman found it could not consider the resident's damp and mould complaint because it had already been the subject of settled legal disrepair claims (outside jurisdiction under paragraph 42.f). It found no…
202341713 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of a resident's reports of a leak and associated repairs, and its handling of the complaint. The Ombudsman found the landlord's pre-investigation offer of £7,443.23 to be…
202342913 Local authority / ALMO / TMO
The Ombudsman found the landlord offered reasonable redress for both its response to the resident's concerns about the communal heating system and its complaint handling. The landlord delayed ordering radiator valve…
202309545 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise transfer from the cold-water tank room and in its handling of the resident's complaint. The landlord failed to…
202300853 Local authority / ALMO / TMO
Southwark Council was found to have maladministration in its handling of the resident's reports of damp and mould (from April and December 2022), reasonable redress for its handling of the faulty front door threshold,…
202335373 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, principally due to poor communication and a lack of proactive follow-up on noise monitoring equipment…
202344871 Local authority / ALMO / TMO
The landlord's handling of reports of damp and mould at the property amounted to a service failure, due to short but unreasonable delays in completing works and a failure to act on multiple suggestions that the…
202316009 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of faulty windows, which took 431 working days from report to resolution and which the landlord failed to remedy adequately…
202223684 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of responsive repairs following leaks and in its complaint handling, ordering an additional £440 compensation on top of the £300 already offered,…
202346339 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the leaseholder's reports of water ingress and associated damage, as its communication about the possible causes of the damp was conflicting and…
202218279 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the ending of a vulnerable resident's tenancy after she fled domestic abuse, including an 8-month delay in serving a notice to quit, a data…
202331563 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a persistent leak into the resident's home and in its complaint handling. The landlord delayed unreasonably in identifying and repairing the source of…
202338332 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of leaks and associated repairs: a leak from the flat above went unresolved for around 6 months, well beyond its 20-working-day policy, with a…
202309335 Local authority / ALMO / TMO
The landlord failed to thoroughly investigate the resident's reports of a roof leak causing damp and mould, taking over 18 months and wrongly attributing the issue to condensation. There were also substantial delays at…
202125220 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to reports of leaks, due to a failure to follow up a technical referral after an initial survey, and service failure in complaint handling due to delays and…
202218826 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs to a waste pipe causing a sewage smell, with avoidable delays of almost 6 months and failure to consider decanting the resident. Service…
202218555 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's communication with the resident during its response to a leak, its response to the resident's request for compensation, and its complaint handling. Service failure…
202222451 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a resident's report of water coming up from the toilet and bath, and reasonable redress for its complaint handling contingent on paying the £75…
202310781 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of the adaptation to the resident's kitchen doorway (an 11-month delay in widening the door, failing to demonstrate due regard under the Equality…
202306807 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the living room door frame (a defect identified in 2020 but not completed until February 2024) and maladministration in its complaint…
202305827 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a lack of ventilation and of difficulties opening and closing the kitchen window, maladministration in its complaint…
202345859 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of noise nuisance (delays in risk assessment, mediation and professional witness referrals, and poor record keeping) and service failure in the…
202232897 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of repairs to the resident's shower and toilet (persistent low water pressure and daily toilet blockages that were not adequately investigated or…
202219624 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to carry out an effective repair after a bathroom leak, leaving the resident with an unsealed floor and damp odour for 39 weeks, and for poor complaint…
202205202 Local authority / ALMO / TMO
Reasonable redress for damp/cold response (landlord took reasonable steps, offered £600 heating contribution and radiators). Maladministration for complaint handling (over 1-year delay responding to stage 1 complaint)…
202216183 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour. The landlord failed to follow its ASB policy by not carrying out a risk assessment, not providing…
202225883 Local authority / ALMO / TMO
The landlord failed to keep the resident updated about repairs following his reports of contaminated water, and took longer than its repair timescales to attend, though it was reasonable to rely on contractor findings…
202309597 Local authority / ALMO / TMO
A secure tenant complained about the landlord's response after a fire damaged the property's fuse box, including the delay in replacing it, the failure to consider temporary accommodation, and the delay in providing a…
202229495 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's 2-year failure to repair a water leak, which left the property uninhabitable and the family permanently rehomed, and maladministration in its complaint…
202208239 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of leak reports due to delays in progressing the first leak and poor communication, and maladministration in complaint handling due to a 4-month delay in…
202220469 Local authority / ALMO / TMO
Maladministration for delays in handling radiator issues in winter, failing to treat as emergency, no temporary heating, and disregarding vulnerability. Service failure for inadequate stage 1 complaint response. Ordered…
202210574 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of ongoing leaks (reported from at least 2018 to December 2023), the resident's decant, and the complaint handling. The landlord failed to…
202205642 Local authority / ALMO / TMO
Maladministration for failing to investigate ASB reports properly, complete a risk assessment, follow up on noise monitoring/professional witness, and provide updates. Service failure for not escalating a stage 2…
202306737 Local authority / ALMO / TMO
The Ombudsman found the landlord's handling of the reported disrepair and of the request to move property/banding on the housing allocations system outside its jurisdiction, as the disrepair was the subject of a legal…
202110802 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council in four areas: handling of a leak report (incorrectly telling the leaseholder he was responsible and failing to reimburse him), handling of a no heating/hot…
202222991 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of long-outstanding repairs, damp and mould, and its complaint handling, noting repeated failures to consider historic reports since 2018 and the…
202228633 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repair works, including scaffolding left up for around 9 months and delayed roof and paving slab repairs, and in its complaint handling, ordering £700…
202218329 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council in its handling of repairs to a resident's fire exit door (16-week delay, miscategorised repair, door left insecure and later unusable as a fire exit), service…
202213094 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a long-running concealed leak from a shower that caused sewage-contaminated water to enter the property's water supply, leaving the family without…
202216877 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its response to ASB reports involving a vulnerable resident with schizophrenia. The landlord failed to act robustly after an assault, did not escalate the…
202209262 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Southwark Council for its handling of property adaptations for a disabled resident over a 3-year period, including failing to follow up on OT referrals, poor…
202123229 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's initial response to damp and mould reports, but found reasonable redress for delays in remedial works and temporary accommodation (the landlord acknowledged…
202122806 Local authority / ALMO / TMO
Severe maladministration for the landlord's handling of repairs after burst pipes and flooding; it took over a year to complete works and incorrectly treated the matter as a legal claim. Maladministration for complaint…
202112398 Local authority / ALMO / TMO
The Ombudsman found that the landlord's handling of a leak from a neighbouring property was satisfactorily resolved by the £2,000 settlement already paid to the resident as part of a disrepair claim (reasonable…
202300194 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould, where an external leaking downpipe was left unrepaired for months despite repeated reports, no risk assessment was…
202214181 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour, due to failures to follow its ASB procedure including not completing a timely risk assessment,…
202005263 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of ASB reports from 2021 (missed calls, poor record-keeping, failure to investigate a report) and service failure in complaint handling (TMO failed to…
202120712 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of ASB reports (too much emphasis on mediation, missed opportunities to use other tools, case allowed to drift) and service failure in complaint handling…
202206334 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in both the landlord's handling of missing window keys (delayed response, poor communication, but works completed and £85 compensation offered) and its complaint handling (delays…
202210187 Local authority / ALMO / TMO
The Ombudsman found maladministration in four areas: handling of pest infestations (59-day delay raising works orders despite pregnancy vulnerability); handling of fly tipping attracting pests (71-day delay acting on…
202200348 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's service charge concerns, as it clearly explained its legal position and took appropriate actions. However, there was…
202120974 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its handling of a leaseholder's reports of antisocial behaviour (noise nuisance and harassment from a neighbour) and for its complaint handling. The…
202223453 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a resident's fire safety concerns about a severely hoarded neighbouring property, as it failed to follow its own hoarding policy, made a rejected…
202128357 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of a vulnerable resident's reports of antisocial behaviour and hate crime over three years, and in its handling of the resident's complaint about…
202113700 Local authority / ALMO / TMO
The Ombudsman found service failure in how the landlord handled repairs to the resident's door entry system (due to poor communication and record keeping, not the repairs themselves), and maladministration in both the…
202120719 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of leaks, roof issues and subsequent damage. While the landlord responded appropriately to emergencies and the 7-week repair…
202127984 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for failing to evidence what action it took following the resident's reports of attempted break-ins in July 2020, and for poor complaint handling including…
202014501 Local authority / ALMO / TMO
The Ombudsman determined the complaint about noisy pipework was outside its jurisdiction because the resident brought it more than 12 months after the landlord's final response, as per paragraph 42(b) of the Scheme.
202126857 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of a loss of heating and hot water (the landlord's £142 offer was adequate), no maladministration for handling of leaks from upstairs properties, but…
202205299 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of kitchen adaptations for a disabled resident, including unreasonable delays (work took ~3 months against a 7-10 day expectation), poor communication,…
202201645 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for significant delays in progressing kitchen and bathroom upgrades for a secure tenant, and for poor complaint handling with stage one and stage two responses…
202113988 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to resolve a recurring leak and damp/mould in the resident's bathroom over many years (at least 2014 to February 2022), and severe…
202102035 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour, as the landlord offered mediation, liaised with external agencies, and followed its policy. There…
202113518 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's rent account (sending automated arrears letters despite a prior commitment to stop, failing to acknowledge vulnerabilities) and…
202115107 Local authority / ALMO / TMO
The landlord failed to raise an emergency repair when the resident reported a burst pipe in the building's pump room, causing a 5-day delay. It acknowledged the failure, apologised, completed repairs, and offered £190…
202200137 Local authority / ALMO / TMO
The Housing Ombudsman determined the complaint was outside its jurisdiction because the resident's request for an upstairs toilet was handled through the landlord's Adult Social Care function, not its social landlord…
202121315 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for significant delays in completing repairs following void works, including windows taking over 16 months, failure to meet lettable standards, and not…
202107100 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of reports of a back surge from an outside drain into the resident's kitchen sink, and for its handling of the resulting complaint. The landlord failed…
202202636 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's failure to properly investigate recurring drainage problems and for not considering the distress caused by extended heating outages. However, reasonable redress…
202015004 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports about faulty heating caused by an ongoing leak. The resident was without lasting heating for around 516 days across winter months…
202117882 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's reports about a neighbour's CCTV camera in the communal area. The landlord took appropriate action by issuing tenancy breach warnings…
202122189 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to investigate the root cause of recurring leaks from the property above over several years, and for poor complaint handling including delays and failure to…
202128252 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to refuse the resident's request to add his daughter as a third joint tenant, as the landlord's policy and the Localism Act 2011 limit joint tenancies…
202203904 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request to change wording in a fire risk assessment about external wall insulation, as the landlord reviewed the FRA and was entitled…
202204385 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council in its handling of wall repairs (17 working days overdue), its response to damp and mould (failure to investigate the root cause despite health concerns), and its…
202207965 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its handling of a pigeon pest control issue, having taken reasonable steps and offered appropriate compensation. However, there was maladministration…
202121132 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its response to the resident's concerns about bedbugs. The landlord made reasonable efforts by arranging 15 pest control visits, relying on professional…
202210731 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to provide a final service charge account invoice for major works for nearly three years after the defect liability period ended, causing…
202213560 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of a resident's reports of damages and costs following a water leak (caused by its contractor's work), and for associated record keeping and complaint…
202122934 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of planned kitchen and bathroom replacement due to poor communication and lack of updates for almost a year; maladministration in its handling of window and…
202204516 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council in its handling of the resident's heating and hot water issues. The landlord failed to respond within emergency timeframes during winter, declined an emergency…
202200714 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its delayed response to a leaseholder's reports of a leak (15-week delay, poor communication, and delay in remedial works) and for its complaint handling…
202207291 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Southwark Council for refusing the resident's mutual exchange application on the false basis that he had vandalised his kitchen, when the landlord's own records showed its…
202121162 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of defective heating reports (failure to investigate adequacy of heating) and complaint handling (non-compliant timescales and failure to address all…
202102902 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the resident's loss of heating from October 2020 to March 2021, failing to coordinate repairs, follow its compensation policy, or consider the…
202111918 Local authority / ALMO / TMO
The Ombudsman found that the landlord provided reasonable redress for the Homeownership Officer's failure to respond, but there was service failure in how it handled the resident's service charge queries (not addressing…
202113463 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's failure to respond appropriately to leaks, damp and mould over 17 months, including unfairly dismissing rehousing and compensation requests based on an…
202111944 Local authority / ALMO / TMO
The Ombudsman found service failures in four areas: the landlord's handling of theft/security reports (conflicting CCTV info, delayed response, inadequate compensation); its response to concierge service concerns (lack…
202204107 Local authority / ALMO / TMO
The landlord offered reasonable redress for its failures in responding to the resident's loss of heating and hot water (missed appointments and delays), but there was maladministration in its complaint handling and…
202202296 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to the cooker/electrics (over two months to complete, poor communication, inadequate compensation) and in its complaint handling (six-month…
202119848 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of repairs following a leak, taking over 12 months to complete works and leaving the vulnerable resident without a bathroom light for 6 months. A service…
202206071 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress prior to investigation for its delayed response to mould and window repairs and its complaint handling failures. The landlord missed a mould appointment,…
202114476 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for not properly investigating the resident's reports of damp in 2021, specifically failing to assess whether there was a structural defect in the external wall.…
202125127 Local authority / ALMO / TMO
The landlord was found to have maladministration for significant delays in repairing the resident's front and back doors (front door took over 10 months, back door remained outstanding over two years) and for failing to…
202125200 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's electrical repairs, as the contractor attended within the 24-hour emergency policy timeframe. However, there was service failure in…
202111047 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for significant delays in completing external wall repairs to address damp and mould (a 10-month delay due to the landlord assigning the wrong contractor), and…
202009093 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of ASB reports because it refused to accept the resident's noise recordings, but otherwise acted reasonably. Maladministration was found in complaint…
202102649 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a pest infestation, as it failed to explain service postponements during the pandemic and delayed follow-up inspections. No maladministration was found…
202118163 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for failing to inspect the basement to address damp smells spreading into the resident's living area, and for complaint handling failures including lack of…
202114064 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its handling of a resident's reports of no heating or hot water between 1–14 January 2021, due to poor record keeping that prevented it from establishing…
202016554 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's noise nuisance reports due to insufficient communication, a failure to act on a further report, and not addressing a request for support.…
202106367 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a resident's reports of an overheating communal heating system. The landlord took some initial remedial action but failed to resolve the issue to the…
202014304 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £1,075 compensation for its handling of water ingress/condensation issues (delays, poor inter-departmental coordination, failure to address neighbouring properties'…
202119518 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its handling of the resident's reports of anti-social behaviour, as it took proactive steps including mediation and a good neighbour agreement. No…
202104866 Local authority / ALMO / TMO
The Ombudsman found service failure for a three-month delay in investigating an electrical fault, maladministration for failing to act on further mould reports after an initial repair, and maladministration for placing…
202010590 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's handling of flooring repairs and ASB reports; reasonable redress for the heating delay (the landlord paid £340 compensation); and service failure for…
202121360 Local authority / ALMO / TMO
The landlord was found to have maladministration for failing to attend the resident's property to investigate health and safety concerns about swollen internal doors that were trapping people, despite the resident's…
202007668 Local authority / ALMO / TMO
The landlord was found to have maladministration for incorrectly registering the resident as an introductory tenant instead of a secure tenant, failing to provide the panel hearing outcome despite repeated requests, and…
202101685 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council regarding its handling of a resident's reports of a roof leak. Although most of the delay was due to Covid-19 restrictions, the landlord failed to communicate…
201901217 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the landlord's handling of repairs and insurance claims following a 2011 leak was outside its jurisdiction, as it was not brought as a formal complaint within a…
202111092 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident was a freeholder who owned the property outright, with no landlord/tenant relationship existing, and therefore was not an eligible…
202109861 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for giving incorrect information about previously agreed communal paintwork repairs (committing to them then withdrawing on cost grounds) and for complaint…
202103972 Local authority / ALMO / TMO
The Housing Ombudsman determined that a complaint about pest control services provided by a local authority is outside its jurisdiction, as pest control is a non-landlord function of the local authority and falls within…
202103844 Local authority / ALMO / TMO
The Ombudsman found that the landlord's offer of £150 compensation for delays in identifying and repairing a leak from a rainwater pipe was reasonable redress. However, the landlord's complaint handling was a service…
202006396 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council regarding its decision not to install a hand basin in the resident's bathroom. The landlord failed to properly investigate the feasibility of the alteration,…
202016039 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of two roof leaks, which took 12 weeks to identify the cause and led to the resident being decanted on safety grounds. Maladministration was also found…
202111896 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its inadequate response to a leaseholder's reports that communal areas were not being regularly cleaned. The landlord failed to properly investigate the…
202008800 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its response to the resident's reports of anti-social behaviour by her neighbour. The landlord took reasonable steps including meetings, police liaison,…
202016835 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident had not exhausted the landlord's complaints procedure and had instead initiated legal proceedings in the Magistrates' Court, which…
202100422 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its handling of the resident's complaint about a staff member's conduct during a tenancy succession meeting. The landlord investigated the allegations but…
202017575 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's reports about the heating and hot water system. The landlord accepted a delay in restoring services (38 days), provided…
202111233 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of damp and mould repairs (significant delay in installing a ventilation system, though partly due to access issues) and in its complaint handling (delays…
202109904 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council regarding its handling of the resident's complaint about noise nuisance allegations. The landlord failed to address the resident's points in its stage two…
202014353 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council regarding its decision to require a secure tenant to remove a fence she had erected on communal land. The landlord was legally entitled to require removal as…
202109108 Local authority / ALMO / TMO
The Ombudsman found that the landlord made a reasonable offer of redress (£475 compensation and an apology) for significant delays in repairing a water leak into the resident's leasehold property, which took 55 weeks.…
202119990 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident referred it more than 12 months after the landlord's final response, contrary to paragraph 39d of the Housing Ombudsman Scheme.
202119989 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident referred it more than 12 months after the landlord's final response, contrary to paragraph 39(d) of the Housing Ombudsman Scheme.
202014617 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because it concerned the level of rent/service charges and matters more suitable for court or tribunal, so the case was closed without investigation.
202010934 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for not fully following its antisocial behaviour procedure when handling a resident's reports about a neighbour's doorbell camera at a shared entrance, and for…
202003038 Local authority / ALMO / TMO
The Ombudsman found that a complaint about property damage from 2017 was outside its jurisdiction as it was brought more than 12 months after the landlord's final response. It found no maladministration regarding the…
202016004 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council in its handling of major kitchen works and damp/mould issues. The landlord was not proactive in finding solutions or communicating with the resident during the…
202015389 Local authority / ALMO / TMO
The Ombudsman found no maladministration in how the landlord handled a water leak reported in August 2020, as it took reasonable steps and followed its repairs policy. However, there was service failure in the…
202017488 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council due to an unreasonable delay of at least five months in installing agreed heat monitoring equipment to investigate damp and mould. However, the landlord's overall…
202008046 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's response to heating reports, as it properly investigated and relied on professional assessments. However, there was service failure in complaint handling…
202109562 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council in its handling of a resident's reports about a cleaner allegedly stealing parcels, and in its handling of the resulting complaint. The landlord took prompt…
202106680 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the Council's assessment of the resident's housing needs and banding priority is outside its jurisdiction, as it falls properly within the remit of the Local…
202008263 Local authority / ALMO / TMO
The landlord was found to have maladministration for its excessive delay (over 2 years) in resolving water ingress from the roof, and service failure for its confusing response about chargeable works not completed and…
202103621 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the resident's liability for rent arrears was outside its jurisdiction because the matter had already been decided by a court order for possession in 2016, and the Ombudsman…
202011129 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of reports of loud noise from water pipework (poor communication, incorrect conclusions, lack of updates) and a leak from a bathroom tap (five-week delay…
202010225 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for protracted delays in responding to a resident's reports of a leaking shower/wet room and cracks in the kitchen ceiling, taking over 9 months from initial…
202013386 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council in its handling of the resident's reports of no heating or hot water and in its complaint handling. The landlord attended emergency repairs promptly and paid for…
202104317 Local authority / ALMO / TMO
The Housing Ombudsman determined that both parts of the complaint were outside its jurisdiction: the compensation claim related to an insurance matter and potential liability for the courts, and the housing application…
202008200 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of ASB and noise nuisance reports, as it investigated appropriately and suggested mediation. However, there was service failure in the landlord's…
202004464 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council for delaying notification of asbestos survey findings by at least a month, mismanaging kitchen refurbishment works, and failing to properly communicate with the…
202005991 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the landlord refusing to reimburse the resident for private accommodation costs during works was outside its jurisdiction, because the matter had already been subject to…
202017218 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its response to a resident's reports of noise from water tanks in the building. The landlord arranged two inspections, took noise readings, and explained…
202006676 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its handling of repairs following a radiator leak and its decision not to replace the living room flooring, as floor coverings were the resident's…
202003378 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for significant delays in completing bathroom repairs (spanning from September 2019 to at least July 2020, and possibly beyond), failing to offer compensation…
202014568 Local authority / ALMO / TMO
The resident complained about damage to plants and loss of use of their front garden during district heating works. Following Ombudsman intervention, the landlord offered £1,000 compensation and an apology, which the…
202013712 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its handling of repairs to a resident's stairs after she fell through them. The landlord responded within 24 hours, completed repairs within 5 working…
202015091 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's reports of anti-social behaviour including noise nuisance, racial abuse, threats, littering and urination. The landlord investigated…
202008460 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about the landlord's response to a request for information regarding a 2016 incident was outside its jurisdiction, as the formal complaint was raised almost four years after…
202013842 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council regarding its handling of a leaseholder's report of a water leak. The landlord resolved the leak within 24 hours (within its emergency timeframe), reimbursed…
202011769 Local authority / ALMO / TMO
The landlord was found to have service failure for its response to the resident's reports of a defective kitchen window that would not open, and for its handling of the formal complaint. The landlord delayed in…
202003725 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of kitchen repairs, as the TMO acted reasonably by inspecting, obtaining a surveyor's report, and confirming works. However, there were service…
202009109 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council regarding its response to a leaseholder's complaint about satellite dishes installed on his building block in breach of lease covenants. The landlord's…
201912677 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to reports of a faulty window (delays, missed appointments, inadequate response to quality concerns), service failure in its response to water penetration…
202010571 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its response to reports of a water leak into the resident's leasehold property. The landlord took reasonable steps to locate and resolve the leak by…
202001796 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for its handling of a service charge refund dispute. The landlord incorrectly allocated a £308.06 refund to disputed invoices without proper communication or…
202003065 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of delayed kitchen major works (Covid-19 related delay, then a £200 offer for further delay due to incorrect units), no maladministration for the carpet…
202005132 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council regarding delays in installing a TV aerial socket. The landlord's initial offer of £150 compensation was reasonable redress, but the installation remained…
202004554 Local authority / ALMO / TMO
The landlord was found to have service failure for significant delays in repairing a recurring leak from communal water tanks (taking around 9 months from initial report to full resolution) and for poor complaint…
202004203 Local authority / ALMO / TMO
Following Ombudsman intervention, the landlord agreed to grant the resident Band 1 priority on the housing waiting list via an emergency landlord request, which the resident accepted as a satisfactory resolution to…
202003266 Local authority / ALMO / TMO
The landlord failed to restore the resident's heating system in a timely manner over the winter period, but subsequently offered £340 compensation, alternative heating, and committed to completing the outstanding…
201915518 Local authority / ALMO / TMO
The Ombudsman found service failure for the landlord's response to loss of heating and hot water (delays, no practical assistance offered) and for failing to update the resident on the outcome of an investigation into…
201913530 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's requests for repairs to a garden wall. The landlord agreed to contact the neighbouring property owner but delayed doing so for around…
202008684 Local authority / ALMO / TMO
The Ombudsman found service failure by Southwark Council regarding its handling of a resident's reports of a backflow surge of water into the property. The landlord failed to carry out the emergency repair within a…
201906325 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Southwark Council in its response to the resident's reports of antisocial behaviour, as the resident had not made any further reports since October 2018 and repeatedly refused…
202002332 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's response to concerns about the quality of major works decorating, and no maladministration in complaint handling (despite a minor delay at stage two).…
202001947 Local authority / ALMO / TMO
The Ombudsman determined that the complaint about a service charge increase for major works following a section 20 consultation process was outside its jurisdiction, as the matter is more appropriately dealt with by the…
202007170 Local authority / ALMO / TMO
The Ombudsman declined to investigate a leaseholder's complaint about the level of a service charge for a heating system upgrade and the associated section 20 consultation process, as these matters are more…
201815464 Local authority / ALMO / TMO
The Ombudsman found maladministration by Southwark Council for taking ten days to reinstate the gas supply after a leak report on 8 February 2019, and for its handling of window repairs which were delayed from 2016/17…
201703942 Local authority / ALMO / TMO
The Ombudsman found no maladministration in how Southwark Council responded to the resident's reports of anti-social behaviour and handled their emergency rehousing request. The landlord investigated ASB reports…
201906657 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding information provided at sign-up, the delay moving in, or alterations to the property. However, service failure was found for the landlord's response to multiple…
201913492 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to cap the gas meter during a safety check (as it could not be tested due to no credit), but found service failure in the landlord's complaint response…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.