Check your landlordLandlord
London Borough of Tower Hamlets
Also published by the Ombudsman as: Tower Hamlets Council
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
- 67
- January 2021 to May 2026
- Maladministration found
- 72%
- 48 of 67 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 67 rulings.
Formerly
Tower Hamlets Homes (79 rulings)
Rulings about former organisations stay under the name the Ombudsman published them under.
Council homes
Council homes were previously managed by Tower Hamlets Homes (79 further rulings published under that name).
Status: Brought back in-house on 1 November 2023
Combined total of separately published rulings
- rulings published under London Borough of Tower Hamlets or Tower Hamlets Homes
- 146
- maladministration found (severe, maladministration or partial)
- 73% (106 of 146 rulings)
- severe maladministration
- 1
The Ombudsman publishes these rulings under separate names. We add them up here; no ruling is counted twice.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 1 | 1% |
| Maladministration | 30 | 45% |
| Partial maladministration | 17 | 25% |
| Reasonable redress | 5 | 7% |
| No maladministration | 9 | 13% |
| Outside jurisdiction | 5 | 7% |
“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 | 54 |
| Apology | 33 |
| Take Specific Action (non-repair) | 19 |
| Other | 12 |
| Repairs | 10 |
| Policy Review | 8 |
| Case Review | 5 |
| Staff Training | 4 |
| Process Change | 2 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 46 | 40 | |
| Repairs (includes damp and mould) | 43 | 33 | |
| Financial | 6 | 2 | |
| ASB/ | 5 | 4 | |
| Moving/ | 5 | 2 | |
| Estate Management | 2 | 2 | |
| Health and Safety (inc. building safety) | 2 | 1 | |
| Occupancy Rights | 2 | 2 | |
| Planned Works | 2 | 1 |
A ruling can have more than one category tag. 2 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 10 | 5 | |
| 2022 | 5 | 2 | |
| 2023 | 5 | 2 | |
| 2024 | 4 | 3 | |
| 2025 | 27 | 22 | |
| 2026 | 16 | 14 |
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.
21,507 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)
- 53
- Findings
- 114
- Maladministration findings
- 83
- Maladministration rate (share of findings)
- 75%
- Severe maladministration findings
- 1
- Compensation ordered
- £27,821
The Ombudsman’s report on this landlord and its 2025-26 data table differ: findings 114 in the report, 113 in the data table. We show the report’s figures because that is the document we link to.
This report also covers a group company or predecessor: Tower Hamlets Homes (79 rulings).
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
11,982 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 70.7%
- Stage 2 answered on time
- 69.8%
“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.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 67The 10 most recent of 67 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 29 May 2026Case 202348525 · Secure TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about: A leak into the resident’s property from a neighbouring property. The landlord’s handling of the complaint.”
Recommendations: Compensation
- 18 May 2026Case 202529839 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s request for a deed of postponement.”
Orders or recommendations: Apology, Compensation
- 18 May 2026Case 202433247 · Secure TenancyOutside jurisdiction
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the installation of high taps.”
- 30 April 2026Case 202340811 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Response to reports of a roof leak. Complaint Handling.”
Orders or recommendations: Apology, Compensation
- 30 April 2026Case 202336915 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Report to repair a radiator. Complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 30 April 2026Case 202334996 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s reports of a pest infestation and the associated repairs. The landlord’s handling of the complaint.”
Orders or recommendations: Apology, Compensation
- 27 March 2026Case 202544263 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Concerns relating to window repairs. Complaint.”
Orders or recommendations: Apology, Compensation, Staff Training
- 26 March 2026Case 202338412 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repair issues with a communal boiler. The complaint.”
Orders or recommendations: Case Review, Compensation
- 19 March 2026Case 202535372 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Report of a leak from above. Associated complaint.”
Orders or recommendations: Apology, Compensation, Repairs, Take Specific Action (non-repair)
- 16 March 2026Case 202420983 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of toilet window repairs. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Case Review, Compensation, Repairs
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