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 38 published decisions.
Thurrock Council's maladministration rate (61%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202348331 Local authority / ALMO / TMO
The complaint about the landlord's response to the resident's report of damp and mould is outside the Ombudsman's jurisdiction because the same substantive issues were pursued and resolved through court-approved legal…
202336037 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's window repair/replacement request, its handling of reports of a damaged roof, faulty guttering and soffits, and its complaint handling…
202502229 Local authority / ALMO / TMO
Maladministration found in the council's handling of the resident's concerns about property condition on move-in, repairs (windows, boiler, communal door), leaks/damp/mould, shed, ivy, shared garden, and the formal…
202404967 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould, as it made reasonable attempts to carry out works and the resident declined access. It found…
202342322 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's fence repair request: while declining the repair was consistent with its policy, it unreasonably delayed assessing the resident's concern…
202336412 Local authority / ALMO / TMO
The Ombudsman found no maladministration across all heads of complaint: the landlord responded to reports of water ingress through the front and rear doors, heat loss through the windows, condensation and mould around…
202348158 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's report of a damaged dividing garden fence. The landlord reasonably explained that the resident was responsible for the fence and…
202446786 Local authority / ALMO / TMO
The complaint concerned the landlord's response to the resident's reports of damp and mould. The Ombudsman found maladministration: the landlord failed to demonstrate it followed its own damp and mould policy, did not…
202417686 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of noise from her neighbour. The landlord was not proactive, failed to provide a clear action plan or monitor the case, did not…
202330865 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to storage heaters: it failed to attend a partial loss of heating within its 24-hour emergency timescale and failed to investigate whether the…
202344415 Local authority / ALMO / TMO
The Ombudsman found the resident's claim for damages to personal belongings outside its jurisdiction. It found reasonable redress in the landlord's response to reports of damp and mould, and service failure in its…
202323745 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's hot water system, as its contractors ran pipework in a way that unnecessarily damaged the resident's wardrobes and it failed…
202301374 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of works required at the resident's property. During an extensive improvement project, the landlord left the resident living with damp and mould for a…
202204322 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise nuisance over a prolonged period, as it failed to follow its ASB process, conduct a risk assessment, or properly…
202401665 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about staff misconduct, as it did not demonstrate a thorough investigation (no evidence of interviewing the officer directly…
202345817 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of a leak and subsequent damp and mould, including delays in inspecting the roof, failure to communicate outcomes and appointments, lack…
202227472 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould and related asbestos works, and maladministration in its complaint handling, ordering £1,250 compensation, inspections…
202329491 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs to the kitchen fire door, its response to a rat infestation and to repairs of a sewage pipe, its response to damp, mould and condensation, and…
202127615 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a dispute around the communal garden (fencing and storage of items) or in its handling of ASB reports. The landlord investigated concerns, withdrew…
202203965 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of damp and mould due to a significant delay between January and August 2022, and service failure in complaint handling. The landlord was…
202208626 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the resident no longer held a direct landlord/tenant relationship with Thurrock Council — the lease had been sold to a third party in 2015 and…
202202533 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress after inappropriately serving a notice of demotion on the resident for low-level counter-allegations of ASB. The landlord withdrew the notice, apologised,…
202220272 Local authority / ALMO / TMO
The Ombudsman found maladministration by Thurrock Council for its handling of a resident's reports of antisocial behaviour and hate crime. The landlord failed to respond promptly, did not carry out a risk assessment,…
202217533 Local authority / ALMO / TMO
Maladministration for damp and mould handling (failure to investigate root causes, assess risks, consider vulnerabilities) and for complaint handling (incorrect refusal, 8-week delay). No maladministration for transfer…
202223907 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of repairs and associated damp and mould, ordering an apology, £1,675 compensation, a heat loss survey, and a roofing inspection.
202128098 Local authority / ALMO / TMO
No maladministration in the landlord's handling of structural issues reports; it took reasonable steps including surveyor and structural engineer inspections and monitoring. The landlord's complaint handling had a…
202218825 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its handling of the resident's concerns about subsidence and request for a full structural survey. The landlord acted reasonably by arranging a survey,…
202204868 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom floor repairs due to significant delays, poor contractor communication, and lack of planning, ordering £100 additional compensation and…
202102215 Local authority / ALMO / TMO
The Ombudsman found service failure by Thurrock Council for taking three weeks to respond to reports of an insecure front door, contrary to its 24-hour emergency repair policy, and for handing the resident a confusingly…
202202354 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its handling of a resident's reports of ongoing damp and mould. The landlord arranged surveys, offered advice and remedial works (airbrick, vent, window…
202104511 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its response to the resident's reports that communal cleaning and caretaking services she was paying for through her service charge were not being carried…
202116791 Local authority / ALMO / TMO
The Ombudsman determined the complaint about the landlord's handling of communication regarding gardening and decorating was outside its jurisdiction because there was no evidence of significant adverse affect to the…
202118463 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council regarding information provided to a secure tenant about a rechargeable repair for a broken glass pane. The landlord gave reasonable explanations for not…
202004501 Local authority / ALMO / TMO
The Ombudsman found service failure by Thurrock Council for not following contractor recommendations for a CCTV drainage survey and for delaying its stage three complaint response. No maladministration was found…
202016111 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's handling of a roof leak (delays, treating it as routine rather than urgent, leaving the resident with a leaking roof during winter) and service failure for its…
202101890 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its response to the resident's reports of mould and request to replace kitchen units. The landlord had investigated appropriately, identified condensation…
202100915 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its response to the resident's reports of noise nuisance and ASB. The landlord acted in accordance with its policies, requested diary sheets, spoke to the…
202000809 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Thurrock Council in its response to the resident's reports of staff conduct, request to keep a pet, and report of outstanding repairs. The landlord took reasonable steps to…
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