Check your landlordLandlord
Kingston upon Thames Council
Also published by the Ombudsman as: Royal Borough of Kingston Upon Thames
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 49
- December 2020 to April 2026
- Maladministration found
- 47%
- 23 of 49 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 1
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 1 severe maladministration finding (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 49 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 1 | 2% |
| Maladministration | 9 | 18% |
| Partial maladministration | 13 | 27% |
| Reasonable redress | 2 | 4% |
| No maladministration | 13 | 27% |
| Outside jurisdiction | 11 | 22% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 22 |
| Take Specific Action (non-repair) | 17 |
| Apology | 12 |
| Other | 6 |
| Policy Review | 5 |
| Repairs | 4 |
| Case Review | 3 |
| Staff Training | 2 |
| Process Change | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 25 | 16 | |
| Repairs (includes damp and mould) | 22 | 14 | |
| ASB/ | 9 | 2 | |
| Estate Management | 6 | 4 | |
| Health and Safety (inc. building safety) | 3 | 0 | |
| Information and data management | 3 | 3 | |
| Financial | 2 | 0 | |
| Moving/ | 2 | 1 | |
| Planned Works | 2 | 2 |
A ruling can have more than one category tag. 6 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 2 | 0 | |
| 2021 | 23 | 8 | |
| 2022 | 7 | 1 | |
| 2023 | 2 | 2 | |
| 2024 | 4 | 3 | |
| 2025 | 8 | 6 | |
| 2026 | 3 | 3 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
6,009 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 12
- Findings
- 28
- Maladministration findings
- 18
- Maladministration rate (share of findings)
- 75%
- Severe maladministration findings
- 1
- Compensation ordered
- £6,021
Name in the Ombudsman’s report: Royal Borough of Kingston Upon Thames.
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
4,463 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 55.9%
- Stage 2 answered on time
- 58.3%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
Name in the Regulator’s data: Royal Borough of Kingston Upon Thames.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 49The 10 most recent of 49 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 30 April 2026Case 202525255 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the resident’s reports of leaks, damp and mould. We have also assessed the landlord’s handling of the resident’s complaint.”
Orders or recommendations: Apology, Compensation, Repairs
- 30 March 2026Case 202346967 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and the associated works. Associated complaint.”
Orders or recommendations: Apology, Compensation, Other
- 26 February 2026Case 202524778 · LicenceMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
- 18 December 2025Case 202448694 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Damp and mould issues at the property. Adaptations at the property. The resident’s concerns about staff conduct. The resident’s complaint.”
Orders or recommendations: Compensation
- 28 October 2025Case 202433471 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about how the landlord handled: A leak into the property. Damp and mould. The resident’s complaint.”
Orders or recommendations: Apology, Compensation, Repairs
- 24 October 2025Case 202342629 · OtherOutside jurisdiction
What the complaint was about (from the ruling) “The complaint is about the handling of a leak into the resident’s property.”
- 28 August 2025Case 202326224 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of requests for a payment plan for major works.”
Orders or recommendations: Take Specific Action (non-repair)
- 19 August 2025Case 202200983 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s concerns about: The standard of cleaning and condition of the communal areas of her estate. Vermin in the communal area. The associated complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 13 June 2025Case 202332318 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about the landlord’s handling of: The sales process and its non-disclosure of the plans to carry out major works prior to the sale of the property to the resident. The section 20 consultation process. The funding of and incentive for…”
Orders or recommendations: Apology, Compensation, Policy Review, Take Specific Action (non-repair)
- 10 June 2025Case 202326374 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s decision not to replace the resident’s garden fence.”
Orders or recommendations: Apology, Compensation, Other, Staff Training
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