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 54 published decisions.
Town and Country Housing's maladministration rate (69%) is broadly in line with the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202442752 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks causing damp and mould in her kitchen, and in its handling of the associated complaint. The landlord failed to carry…
202538379 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, which involved significant delays (works taking 452 working days), failure to act on inspection recommendations, poor…
202319816 Housing association
The landlord provided reasonable redress for its handling of repairs following a leak, having apologised, offered appropriate compensation and identified learning points. However, there was maladministration in its…
202401705 Housing association
The Ombudsman found the fire alarm element outside jurisdiction as previously determined. It found maladministration in the landlord's handling of communal guttering repairs (almost 10-month delay) and in its complaint…
202331438 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about heating, fire safety concerns, or its complaint handling. The landlord assessed the heating in a timely way with a…
202407720 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the wet room, chimney, guttering and kitchen, due to unreasonable delays and unresolved issues including leaking guttering, damp and mould,…
202508503 Housing association
The Ombudsman found maladministration in the landlord's handling of flooring repairs, which were delayed 92 days against its 28-day policy without adequate consideration of the resident's mobility disability. The…
202401087 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, as it did not follow its ASB policy consistently (failing to complete a risk assessment or action plan until after its…
202427420 Housing association
The Ombudsman found service failure in the landlord's handling of the condition of the windows – it wrongly described the windows as acceptable, contrary to its own evidence, delayed completing repairs and failed to…
202444522 Housing association
The complaint about the landlord's response to the resident's service charge liability concerns was outside jurisdiction because legal proceedings at court covered the same matters. There was no maladministration in the…
202341664 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for an over bath shower adaptation, as it acted reasonably and within its policy by requiring an OT assessment. It found…
202451395 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of damp and mould, recognising genuine service failures (delays, poor communication and failure to properly consider the resident's health…
202344491 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, including repair delays, poor communication, failure to monitor the initial repairs, failure to consider an independent surveyor, and…
202346049 Housing association
The landlord failed to keep the resident informed about damp and mould repairs and did not action the surveyor's repair recommendations within the timescales set out in its Repair and Damp and Mould policies, amounting…
202447166 Housing association
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of the resident's defect reports in a new-build property. The landlord failed to proactively…
202435070 Housing association
The complaint concerned the landlord's handling of delays to the construction and handover of a new-build property allocated to the resident. The Ombudsman found the delays were largely caused by external factors beyond…
202424042 Housing association
The resident complained about the landlord's response to her reports of anti-social behaviour from two neighbours and its refusal to move her closer to family. The Ombudsman found no maladministration in either the ASB…
202219392 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its response to reports of damp and mould and a request for reimbursement for damaged items. The landlord had some failings…
202315736 Housing association
The Ombudsman found maladministration in the landlord's response to the leaseholder's concerns about a section 20 consultation and management of the block. The landlord failed to respond to the resident's observations…
202333895 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, associated damp and damp repairs, in its handling of window repairs, and in its complaint handling. The…
202337583 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould in a leasehold flat — it did not create a plan or write to the resident about inspection outcomes, left guttering works…
202301922 Housing association
The Ombudsman found service failure in the landlord's response to a week-long loss of heating and hot water, owing to the contractor's missed appointments and insufficient compensation for energy costs and distress. It…
202314271 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's defective balcony door (delays and an inappropriate NHBC claim) and in its handling of the resident's reports of damp (which…
202328175 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports, as it acted empathetically, timely and in line with policy given the general and unevidenced…
202317114 Housing association
The Ombudsman found maladministration in the landlord's handling of a bathroom leak causing damp and mould, the lack of security of the balcony door (following a break-in attempt, repaired as an emergency only much…
202413444 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs, with excessive and avoidable delay of around 19 months after the resident reported a leak, poor record keeping, a failure to monitor…
202226449 Housing association
The Ombudsman found the landlord's offer of £700 compensation was reasonable redress for its handling of leaks, damp and mould, recognising genuine service failure, and recommended improvements to record keeping.
202333930 Housing association
The landlord failed to appropriately investigate and resolve long-standing damp and mould, including poor oversight of asbestos testing, repeated inspections without action, and delays in planning remedial works despite…
202330045 Housing association
The Ombudsman found service failure in the landlord's handling of repairs and the subsequent damp and mould (including the compensation offered) and service failure in its handling of the associated complaints. It did…
202400473 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or of concerns about the communal bin store, but found service failure in its handling of the associated complaint because stage 1 and…
202345213 Housing association
The complaint concerned the landlord's handling of the resident's shared ownership property sale during a period she reported domestic abuse. The Ombudsman found no maladministration: the landlord acted reasonably,…
202316220 Housing association
The complaint concerned the landlord's handling of costs associated with a proposed permanent decant. The Ombudsman determined the complaint was not within jurisdiction under paragraph 42n of the Scheme, as the…
202316355 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to a leak in the communal roof and associated damp and mould in the resident's property, and maladministration in its complaint…
202231302 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, ordering £1,550 compensation and further action to update the resident and address root causes.
202305926 Housing association
The Ombudsman could not investigate the repairs to doors, leak, walls, vents, carpet and bi-fold doors because they were not raised as a formal complaint. It found service failure in the landlord's handling of a fence…
202231392 Housing association
The Ombudsman found no maladministration regarding fencing and front gate requests, maladministration in the garage removal, and reasonable redress for the driveway repair, ordering an apology and £250 compensation for…
202317167 Housing association
The complaint concerned the landlord's handling of repairs to the boiler. The Ombudsman determined the complaint was not within its jurisdiction, because the resident had brought a civil money claim in court about the…
202216902 Housing association
The landlord was found to have service failure in its handling of the resident's ASB reports and its record keeping. While it took reasonable enforcement action against perpetrators, it failed to follow its own ASB…
202006640 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to leaks, damp and mould, the decant and termination of temporary accommodation, requests for additional funds, gutter repairs, and pigeon…
202121309 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or the resident's Covid-19 exposure concerns, but found service failure in the landlord's complaint handling for failing to escalate the…
202211497 Housing association
The Ombudsman found maladministration in the landlord's handling of a repair to the resident's solar heating system. The repair took 750 days to complete, with repeated delays, poor communication, failure to manage…
202105861 Housing association
The landlord was found to have maladministration for disposing of an elderly and vulnerable resident's personal belongings after a flood, without making sufficient attempts to contact him first. The complaint about the…
202204373 Housing association
The landlord was found to have service failure for its delayed and inadequate response to the resident's reports of structural cracking in his property. While the landlord apologised and took some reasonable steps, the…
202124061 Housing association
The Ombudsman found no maladministration by Town and Country Housing in its response to the resident's concerns about his rent account payments. The direct debit was set up with the resident's consent to cover arrears…
202204916 Housing association
The Ombudsman found no maladministration in the landlord's handling of support offered to the resident during lift repair works, as the landlord gave sufficient notice and offered various support options including a…
202205381 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£100 compensation and a decoration pack) before investigation, which resolved the complaint satisfactorily. The landlord had investigated a leak…
202108830 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's concerns about roofing works, asbestos removal, and damage to ceilings. The landlord responded promptly, arranged asbestos…
202120197 Housing association
The Ombudsman found no maladministration by the landlord in how it maintained the communal areas of the estate. The landlord responded appropriately by speaking to the neighbour about stored items, working with the…
202123546 Housing association
The landlord was found to have a service failure for delaying in arranging an inspection of the resident's windows after he reported they failed to block out noise. The landlord was ordered to apologise and pay £50…
202117800 Housing association
The Ombudsman found no maladministration by the landlord in its handling of repairs to the resident's shower and his request for compensation. The shower repair was completed within the landlord's 20-day non-urgent…
202120138 Housing association
The Ombudsman found service failure because the landlord's CCTV system was set to overwrite recordings after 14 days, contrary to its own policy of 30 days, meaning footage of a bike theft was unavailable. The landlord…
202012971 Housing association
The Ombudsman determined the complaint about the reasonableness and apportionment of a service charge was outside its jurisdiction, as the dispute concerns lease terms and liability to pay service charges, which is a…
201916063 Housing association
The Ombudsman found no maladministration in the landlord's handling of a water leak (same-day response, surveyor visit, repairs arranged) and no maladministration in its handling of the resident's decant up to August…
202100667 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of a roof leak, as the shared ownership lease placed repair responsibility on the resident. However, there was service failure in the…
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