Housing association
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 20 published decisions.
Tower Hamlets Community Housing's maladministration rate (80%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202409459 Housing association
Maladministration was found in the landlord's handling of the resident's ASB reports, as it failed to follow its ASB policy, communicate within reasonable timescales, and keep to its agreed action plan. No…
202440368 Housing association
The Ombudsman found service failure by the landlord in its response to the resident's concerns about repairs to a neighbouring property and the impact on his building insurance and service charges. The landlord…
202506366 Housing association
The Ombudsman found maladministration in the landlord's handling of delays in changing the resident's bathroom to a shower room, due to a delay of over 4 months in internally processing the Occupational Therapist's…
202312759 Housing association
The Ombudsman found maladministration by Tower Hamlets Community Housing in three respects: failure to comply with Section 22 of the Landlord and Tenant Act 1985 by not providing facilities to inspect supporting…
202436341 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and subsequent damp and mould in the bedroom (unrepaired for over a year) and in its handling of reports of a lack of…
202301138 Housing association
The Ombudsman found maladministration in the landlord's handling of communal lift repairs and service failure in its complaint handling. The lift was out of service for around 7 months, the landlord did not demonstrate…
202206352 Housing association
The Ombudsman found no maladministration in the landlord's handling of multiple reported leaks and the subsequent damage to carpets and ceilings. The landlord responded promptly to emergency reports, completed repairs…
202410129 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, which had persisted over a 12-year period without a lasting resolution, and service failure in its handling of asbestos…
202309641 Housing association
Severe maladministration was found in the landlord's handling of alleged ASB (noise nuisance), as it failed to follow through on its proposed actions, complete risk assessments despite the resident's disclosed mental…
202401189 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report of mice, but service failure in its response to reports of repairs (windows, communal leak, boiler, bathroom) and requests for…
202344665 Housing association
The Ombudsman found reasonable redress in relation to the landlord's response to the resident's reports about streetlights and in relation to its complaint handling. The landlord acknowledged the delay in repairing the…
202317332 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's parking concerns, its complaints handling and its record keeping, and maladministration in its handling of the lack of a valid EICR when…
202307854 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's cockroach infestation reports — the five-month timeframe was unreasonable, communication was poor, and the landlord failed to carry out…
202219421 Housing association
The Ombudsman found severe maladministration for the landlord's handling of roof leaks - it ignored a survey identifying 115 defects, delayed repairs for months, and failed to provide a permanent solution, causing…
202224268 Housing association
The Ombudsman found no maladministration in the landlord's handling of fly-tipping and waste management on the estate, finding its actions reasonable and proportionate under the lease, though it recommended the…
202215996 Housing association
The landlord was found to have maladministration for its response to a leak into the resident's bathroom, which took 32 weeks to resolve, and for its complaint handling, which took 10 months and involved obstructing…
202126826 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about subletting and anti-social behaviour at a neighbouring property, as the landlord responded reasonably within its…
202116245 Housing association
The Ombudsman found maladministration by Tower Hamlets Community Housing for failing to inspect a property before a mutual exchange, unreasonably delaying remedial repairs (over 2 months from inspection to works…
202008313 Housing association
The Ombudsman found reasonable redress by the landlord in response to a shared-ownership leaseholder's concerns about services and service charges. The landlord acknowledged issues, learned from them, and offered £500…
202001334 Housing association
The Ombudsman found service failure by Tower Hamlets Community Housing for not responding to an emergency repair to a communal door lock within its stated 4-hour timeframe, and for failing to properly handle the…
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.