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 24 published decisions.
Welwyn Hatfield Borough Council's maladministration rate (75%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202412297 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's handling of improvement works and associated issues, as it explained delays, repaired/replaced damaged property, followed up on snagging, and offered reasonable…
202535492 Local authority / ALMO / TMO
Service failure was found in the landlord's response to the resident's concerns about damage caused by a leak. While repairs and decoration handling were in line with policy, the landlord failed to adequately…
202524398 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's response to the resident's concerns about the property's condition on letting, primarily for failing to signpost her to its damage claims process regarding damaged…
202450346 Local authority / ALMO / TMO
Maladministration in the landlord's handling of a severe leak from a communal stack that made the leaseholder's property uninhabitable, due to avoidable delays, poor communication and inadequate record-keeping. Severe…
202419593 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs (poor record keeping, an unreasonable refusal to consider the contractor's recommendation for a new bathtub, and…
202409744 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of reports of a roof leak to an outhouse (including asbestos), in its complaint handling, and in its record keeping. It ordered a written apology, £525…
202341441 Local authority / ALMO / TMO
The landlord was found to have maladministration in its handling of the resident's reports of an unsafe electricity meter in the outhouse due to damp and mould. The landlord was aware of the damp issue since November…
202334065 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's record keeping, its handling of damp and mould, and its complaint handling. It ordered an apology, £750 for distress and inconvenience, an assessment of additional…
202218237 Local authority / ALMO / TMO
The landlord plumbed the resident's toilet into a hot-water inlet, causing increased energy bills. The Ombudsman found service failure due to delays in responding to the repair and lack of clarity in the complaints…
202233915 Local authority / ALMO / TMO
The complaint concerned the landlord's handling of the resident's reports of damp and mould and associated repairs. The Ombudsman determined the complaint was not within its jurisdiction because the resident had issued…
202121999 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of repairs and the associated decant, due to unreasonable delays, poor record-keeping, dismissive communication, and failure to increase redress after a…
202218216 Local authority / ALMO / TMO
The landlord was found to have severe maladministration for its handling of an ongoing leak reported in June 2021, with delays, lack of action, and poor communication leading to damp and mould spreading throughout the…
202216776 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of a subcontractor mistakenly disposing of the resident's belongings, with avoidable delays and poor communication. Maladministration was found in complaint…
202122294 Local authority / ALMO / TMO
The Ombudsman found severe maladministration for the landlord's handling of leaks, damp and mould, where a disabled resident was left sleeping on a sofa for 83 weeks with ongoing unresolved issues. Service failure was…
202120726 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Welwyn Hatfield Borough Council in its response to ASB allegations about the resident, its handling of the resident's reports of harassment and racial abuse, and its complaint…
202204677 Local authority / ALMO / TMO
The landlord was found to have service failure for not properly investigating whether a boiler safety inspection should have detected issues that led to a leak, and maladministration for taking 14 weeks to respond to…
202107327 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's response to damp and mould reports and its complaints handling, and service failure for not responding to a request for an Environmental Health inspection. The…
202003333 Local authority / ALMO / TMO
The Ombudsman found no maladministration in how the property was let, as outstanding works were delayed by the national lockdown and attended to when possible. However, there was service failure in the landlord's…
202106370 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of a leaseholder's reports of a leak, noise, and loose floorboards from the flat above. The landlord investigated appropriately, acted in line with the…
202013840 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of cannabis use by neighbours. The landlord investigated reports, issued warnings, visited the area, and encouraged police…
202011128 Local authority / ALMO / TMO
The Ombudsman found no maladministration in the landlord's handling of repairs to resolve damp and mould at a leaseholder's property. The landlord carried out inspections, cleared drains, and offered further…
201912592 Local authority / ALMO / TMO
The Ombudsman found service failure by Welwyn Hatfield Borough Council for delays in completing repairs after a 2018 water leak (ceiling and floorboards) and for significant delays in handling the resident's complaint…
202007664 Local authority / ALMO / TMO
The landlord made a serious error by incorrectly refusing the resident's right to succeed to her late father's tenancy, based on a long-standing mistaken policy. This caused significant distress at a time of bereavement…
202003866 Local authority / ALMO / TMO
The Ombudsman found service failure because the landlord underpaid compensation for temporary heaters (£44 short of its own policy). However, there was no maladministration in the landlord's decision to offset the…
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