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 19 published decisions.
Waverley Borough Council's maladministration rate (79%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202526088 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs, which took over 8 months to complete, far exceeding its 28-day repairs policy and its promised timescales. It also…
202332453 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance from a neighbouring property, and maladministration in its complaint handling. The landlord was ordered to…
202325369 Local authority / ALMO / TMO
The resident complained about the landlord's handling of damp and mould in her property and its refusal to reimburse her for damaged belongings. Following the Ombudsman's intervention, the landlord offered £3,500…
202322576 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's antisocial behaviour reports, as the landlord followed its ASB policy, worked with the police and communicated where it lacked…
202325469 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, and of garden flooding, external repairs and recharge concerns; service failure in its handling of aids and…
202413277 Local authority / ALMO / TMO
The Ombudsman found severe maladministration in the landlord's response to the resident's request for use of her garden: it offered a flat with a garden it could not deliver, failed to divide the boundary during the…
202314489 Local authority / ALMO / TMO
The landlord mishandled the resident's reports of antisocial behaviour by treating them as a neighbour dispute rather than applying its ASB policy, failing to carry out risk assessments, gather evidence or take tenancy…
202224018 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a faulty storage heater, which left a vulnerable resident without adequate heating for 137 days due to poor record-keeping, and maladministration in…
202334911 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the installation of a wet room (it did not follow the occupational therapist's recommendations precisely, mishandled the resident's allergy concerns…
202300070 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance from a neighbouring property, and service failure in its handling of the associated complaint (it failed to log…
202223467 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of ASB reports (no risk assessments despite known mental health vulnerabilities, 9-month non-response), its handling of garden boundary queries (poor…
202217773 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's decision to use part of a communal car park as a storage and welfare area for its contractor. The landlord informed residents in advance, responded to concerns…
202219548 Local authority / ALMO / TMO
The Ombudsman found no maladministration in how the landlord handled the initial leak, as it responded appropriately based on the information provided. However, there was service failure due to delays in completing…
202220267 Local authority / ALMO / TMO
The Ombudsman found reasonable redress for the landlord's handling of leak repairs (delays and poor communication, resolved with £300 offered compensation and completed works), but maladministration for failing to…
202213384 Local authority / ALMO / TMO
The Ombudsman found severe maladministration by Waverley Borough Council for unreasonable delays and poor communication in handling disability adaptations for the resident's property, including a failure to progress…
202205045 Local authority / ALMO / TMO
The landlord was found to have service failure for its handling of a leak and its response to the resident's compensation claim. It delayed completing remedial painting works by over four months without explanation,…
202119471 Local authority / ALMO / TMO
The Ombudsman found maladministration by Waverley Borough Council for its poor handling of end-of-tenancy recharge disputes. The landlord failed to provide a proper cost breakdown, gave incorrect information about the…
202013619 Local authority / ALMO / TMO
The Ombudsman found that the landlord made reasonable redress for service failures in its response to a leak and subsequent repairs, offering £400 compensation for delays and missed appointments. There was no…
202009012 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Waverley Borough Council in its response to the resident's reports of antisocial behaviour and noise nuisance from her neighbour. The landlord investigated appropriately using…
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