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Tower Hamlets Homes
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
- 79
- February 2021 to April 2025
- Maladministration found
- 73%
- 58 of 79 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- the Ombudsman’s most serious finding
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 79 rulings.
Now part of London Borough of Tower Hamlets
- London Borough of Tower Hamlets · ALMO brought in-house · 1 November 2023 · source: towerhamlets.gov.uk
Rulings published under Tower Hamlets Homes stay listed under that name. Rulings under the current name are on London Borough of Tower Hamlets’s page (67 rulings).
Council homes
Tower Hamlets Homes managed council homes on behalf of London Borough of Tower Hamlets.
Former ALMO formed 2008, owned by the council (Companies House PSC: London Borough of Tower Hamlets, 75%+ shares), managing the council's homes.
- Status
- Brought back in-house on 1 November 2023
- Homes managed
- 11,000 homes · as at 30 April 2025
Where this figure comes from: Regulator of Social Housing judgement (30 Apr 2025): 'LB Tower Hamlets owns around 11,000 social housing homes'; the council 'brought its arm's-length management organisation, Tower Hamlets Homes, in-house in November 2023'. - The council’s own rulings
- London Borough of Tower Hamlets: 67 rulings published under the council’s name
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.
Sources: gov.uk · towerhamlets.gov.uk · find-and-update.company-information.service.gov.uk · find-and-update.company-information.service.gov.uk
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 42 | 53% |
| Partial maladministration | 16 | 20% |
| Reasonable redress | 11 | 14% |
| No maladministration | 7 | 9% |
| Outside jurisdiction | 2 | 3% |
| Mediation | 1 | 1% |
“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 | 63 |
| Apology | 28 |
| Take Specific Action (non-repair) | 27 |
| Policy Review | 14 |
| Staff Training | 14 |
| Other | 13 |
| Repairs | 13 |
| Case Review | 8 |
| Process Change | 7 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 55 | 41 | |
| Managing Relations | 37 | 35 | |
| Estate Management | 8 | 5 | |
| ASB/ | 6 | 5 | |
| Financial | 6 | 5 | |
| Information and data management | 3 | 3 | |
| Health and Safety (inc. building safety) | 2 | 1 | |
| Moving/ | 2 | 1 | |
| Planned Works | 1 | 1 |
A ruling can have more than one category tag. 5 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 7 | 3 | |
| 2022 | 17 | 9 | |
| 2023 | 28 | 23 | |
| 2024 | 22 | 20 | |
| 2025 | 5 | 3 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
These figures are for London Borough of Tower Hamlets, whose homes Tower Hamlets Homes managed.
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.
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 79The 10 most recent of 79 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 11 April 2025Case 202320551 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the replacement of the windows at the resident’s property. The Ombudsman has also investigated the landlord’s complaints handling.”
Orders or recommendations: Apology, Compensation, Staff Training, Take Specific Action (non-repair)
- 31 March 2025Case 202336761 · Secure TenancyOutside jurisdiction
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The noise from the shower unit. Damage to the walls caused by the contractors.”
- 17 February 2025Case 202114805 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “This complaint is about: The landlord’s intention to increase the service charge at the property. The landlord’s handling of resident’s request for compensation for no heating in his property between 18 October 2022 and 3 March 2023. The landlord’s…”
Orders or recommendations: Compensation, Other, Policy Review, Take Specific Action (non-repair)
- 6 February 2025Case 202306957 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident reports of noise disturbances from a neighbour. The resident’s reports of leaks in the property. The associated complaint.”
Orders or recommendations: Compensation, Repairs
- 13 January 2025Case 202312537 · LeaseholderNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord's handling of the resident's reports of a leak and remedial works. The Ombudsman has also considered the landlord’s complaint handling.”
Recommendations: Compensation
- 28 November 2024Case 202317945 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s report of a leak affecting the property. The associated complaint.”
Orders or recommendations: Apology, Compensation, Other, Repairs
- 11 October 2024Case 202305909 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s: Handling of repairs to the exterior of the resident’s block and delays in removing scaffolding which blocked natural light in to the resident’s property. Complaint handling.”
Orders or recommendations: Compensation, Other, Take Specific Action (non-repair)
- 11 October 2024Case 202228598 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of reports of a leak, pigeon infestation and a request for scaffolding to be erected by accessing the rear garden. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 27 September 2024Case 202220118 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of: A leak from the roof. Outstanding repairs. This report will also assess the landlord’s: Complaint handling. Record keeping.”
Orders or recommendations: Apology, Compensation, Other, Repairs, Staff Training
- 12 September 2024Case 202309744 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: A roof leak which resulted in damp and mould in the resident’s property. The associated complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
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