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 62 published decisions.
Waltham Forest Council's maladministration rate (61%) is lower than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202318206 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of bathroom repairs (delays repairing a leaking toilet, sink and lifting bathroom floor) and service failure in its handling of the resident's request for…
202316406 Local authority / ALMO / TMO
The complaint concerned the council's removal of the resident's caravan, which it carried out using its enforcement powers as a local authority under the Refuse Disposal (Amenity Act) 1978. The Ombudsman determined the…
202413799 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's handling of reports of water ingress, leaks and associated damp and mould, due to prolonged and unreasonable delays, ineffective repairs and poor record…
202331257 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of reports of a bird in the chimney and chimney repairs. The Ombudsman found service failure: the landlord delayed inspecting the home and replacing the chimney cowl…
202410515 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks in a leaseholder's property (limited, disjointed progress from May 2019 to January 2024 and no clear action plan) and maladministration in its…
202337536 Local authority / ALMO / TMO
The Ombudsman found the kitchen sink and communal caretaking complaints outside jurisdiction (complaints procedure not exhausted / brought out of time). It found reasonable redress for the delayed communal door lock…
202322814 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports and her request for a copy of an acceptable behaviour agreement (ABA): it failed to agree an action…
202205559 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's failure to resolve a prolonged leak affecting a leaseholder's property over two years, which impacted her living conditions and ability to sell her flat. Service…
202410478 Local authority / ALMO / TMO
The resident complained that the communal front door lock had been changed to a latcheable type, allowing residents to latch the door open, which he said led to ASB. The Ombudsman found no maladministration: the doors…
202406940 Local authority / ALMO / TMO
The resident complained that the landlord arranged a local tenants and residents' association (TRA) meeting without offering residents an online option to participate, which he considered made the meeting inaccessible…
202414662 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's concerns about the conduct of a member of its staff. The Ombudsman found service failure because the landlord did not consider additional evidence…
202230072 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a delayed pram shed lock change that led to items being removed, and in its complaint handling, ordering an apology and £350 total compensation.
202312872 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of multiple repairs, which were delayed by over a year and addressed contrary to its repairs policy, and in its complaint…
202401637 Local authority / ALMO / TMO
The resident (a leaseholder) complained about the landlord's handling of a leak into his flat that continued for around 4 years. The Ombudsman found maladministration: the landlord did not properly investigate the…
202230787 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of leaks from an upstairs property and in its complaint handling, ordering an apology, £800 compensation (deducting £500 already offered) and a case…
202228827 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs and damp and mould, due to delays and failure to identify the source of the damp, ordering £1,100 compensation and an independent survey, but…
202313052 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the garden groundworks, the window safety latch, damp and mould, record keeping, and its complaint handling and compensation offer; no…
202331573 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the caretaker/rubbish report or in its handling of the associated complaints, and reasonable redress for its refusal to accept the resident's…
202316456 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the leaseholder's reports of damp and mould and the damage to his belongings, as there was no evidence the damp resulted from a service failure and…
202228943 Local authority / ALMO / TMO
The overcrowding and housing application complaint was outside the Ombudsman's jurisdiction. The Ombudsman found maladministration in the landlord's handling of repairs (damp, lighting, rats) and in its complaint…
202227302 Local authority / ALMO / TMO
The Ombudsman found that although the landlord's handling of stalled planned repairs, discovered fire safety defects, and delayed decant offer amounted to failings, its apology and £1,500 compensation offer (plus a rent…
202232186 Local authority / ALMO / TMO
The landlord took almost seven months to answer the resident's specific question about whether its planned bathroom and kitchen refurbishment works were linked to ongoing litigation, requiring her to write three times.…
202226828 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of basement flooding and damp and mould, kitchen repairs, and complaint handling, ordering an apology and £2500 compensation.
202300868 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to reports of a leak, damp and mould, and a crumbling ceiling. The landlord acted outside its repair timescales, failed to manage and monitor repairs,…
202200694 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of extensive repairs (bathroom leak, flooring, bath, back doors, window, garden path, garage) over several years, and for its complaint handling.…
202111996 Local authority / ALMO / TMO
Maladministration for the landlord's failure to provide information to its external insurer, causing a prolonged delay (over 14 months) in concluding the resident's insurance claim for mould-damaged belongings. Also…
202217685 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of damp and mould, and maladministration for window repairs, bathroom refurbishment/leak, complaint handling, and record keeping. The landlord…
202218457 Local authority / ALMO / TMO
The Ombudsman found maladministration by Waltham Forest Council for its handling of a resident's reports of damp and mould and bathroom repairs (tiles, extractor fan, bath panel), with significant delays of up to 7…
202213576 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of damp and mould reports, the decant process, and the complaint process. The landlord failed to act with urgency on significant damp and mould issues…
202209449 Local authority / ALMO / TMO
The landlord was found to have made a reasonable offer of redress after delays in responding to subsidence in the resident's garden, including failure to raise works orders promptly and poor communication. The landlord…
202122526 Local authority / ALMO / TMO
The landlord was found to have maladministration for its poor communication, lack of transparency, and staff knowledge gaps in handling the leaseholder's subsidence insurance claim, leaving the resident confused and…
202201559 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of remedial works following a leak in January 2021, with significant delays and outstanding repairs still not completed. Service failure was found for…
202125120 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of repairs to guttering/downpipe causing leaks, its handling of damp and mould concerns, and its handling of a pest infestation report. Maladministration…
202221278 Local authority / ALMO / TMO
The Ombudsman found that although the landlord significantly delayed guttering and brickwork repairs and failed to keep the resident updated, its escalated compensation offer of £475 and proposed scaffolding charge…
201900229 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of the resident's reports of serious gang-related anti-social behaviour and hate crime over approximately five years, including failures to…
202212014 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's request to remove a tree, as it properly investigated and reasonably declined removal. However, the landlord's complaint handling was…
202210177 Local authority / ALMO / TMO
The landlord incorrectly categorised a door entry system repair as non-urgent, attending within 24 hours instead of 4 hours. It acknowledged the error, offered £100 compensation, provided staff training, and took steps…
202201036 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's report of not having an allocated parking space, as the tenancy agreement did not provide for one. However, the landlord's stage one…
202101260 Local authority / ALMO / TMO
The Ombudsman found reasonable redress by Waltham Forest Council regarding its handling of repairs and replacement windows. Although there was a nine-month delay (partly due to Covid-19 restrictions), the landlord's…
202127241 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damage to flooring following a flood, as the landlord reasonably relied on its surveyor's findings and advised the…
202111795 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the Council's response to an ASB incident was outside its jurisdiction because the resident was in temporary accommodation under Part 7 of the Housing Act 1996,…
202124993 Local authority / ALMO / TMO
The landlord's handling of a shower door repair was poor, with a four-month delay, incorrect advice about responsibility, and failures in complaint handling. However, the landlord's offer of £400 compensation was…
202111729 Local authority / ALMO / TMO
The landlord acknowledged unacceptable delays in completing repairs to the resident's garden (concrete removal and fencing), apologised, and offered £200 compensation. The Ombudsman determined this was reasonable…
202118210 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour. While the landlord's overall response was reasonable, it failed to update the ASB Action Plan and did…
202111705 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Waltham Forest Council in its handling of the resident's noise reports. The landlord took reasonable steps to investigate, including visits, diary sheets, a noise app, a…
202010446 Local authority / ALMO / TMO
The Ombudsman found that the landlord's decision to force entry for a gas safety inspection was outside its jurisdiction as it had been the subject of court proceedings. On the landlord's handling of the resident's…
202110675 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding repairs to the building's guttering, as delays were due to the Covid-19 pandemic. However, there was service failure in how the landlord handled repairs to the…
202015034 Local authority / ALMO / TMO
The Ombudsman found service failure by Waltham Forest Council for not recording a telephone conversation about succession rights, providing inaccurate information, and delaying in sharing legal advice. The landlord was…
202101903 Local authority / ALMO / TMO
The Ombudsman found that the landlord offered reasonable redress for its response to a water leak, including carrying out decoration works beyond its obligations and offering £300 compensation for delays and…
202103705 Local authority / ALMO / TMO
The Ombudsman determined the complaint was outside its jurisdiction because the fencing works occurred several years ago and the complaint was not brought to the landlord within a reasonable period, and because the…
202007804 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the condition of the property after a mutual exchange (internal doors, rubbish), as the resident had accepted the property in its existing condition. The landlord…
202007871 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a historic bed bug infestation in a neighbouring property, nor in its response to her compensation request. The…
202002130 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of ASB reports, but found maladministration in its communication with the resident (failing to properly explain a contact restriction imposed via a…
202004117 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of subsidence reports at the resident's home. Poor internal communication between departments caused delays of over a year in completing recommended…
202008889 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Waltham Forest Council in its handling of a resident's reports of antisocial behaviour (noise nuisance and alleged drug use) by a neighbour. The landlord acted in line with…
202006852 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to reports of anti-social behaviour. The landlord took prompt and proportionate steps including interviewing parties, sending warning letters, engaging…
202005257 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Waltham Forest Council regarding its handling of the resident's request to refrain from installing a fire door as part of kitchen renewal works. The landlord was entitled to…
202000574 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Waltham Forest Council in its handling of the resident's reports of water leaks from properties above hers. The landlord was unable to access the neighbouring properties to…
202009252 Local authority / ALMO / TMO
The landlord was found to have service failure for not responding to a resident's enquiry about tenancy succession, providing incorrect information, delaying the correct information, failing to provide a stage one…
201915368 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's response to the resident's dissatisfaction with kitchen and bathroom refurbishment, as it conducted a thorough investigation and took appropriate action.…
202002996 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's refusal to compensate the resident for floor stickers and labour to temporarily repair vinyl flooring, as the landlord had already agreed to replace the…
201912480 Local authority / ALMO / TMO
The Ombudsman found service failure by Waltham Forest Council for poor communication about repair obligations during the Right to Buy process, failure to address a recurring boiler/pipe issue promptly, and significant…
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