Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about the landlord’s handling of the resident’s reports of repairs to his kitchen following a leak, including reports of mould and water damage. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s kitchen cupboard repairs. The Ombudsman has also assessed the landlord’s complaint handling.
REPORT COMPLAINT 202222811 London & Quadrant Housing Trust (L&Q) 20 February 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The complaint is about the landlord’s handling of reports of poor staff conduct at the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of a leak from the roof and into the bathroom. Complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about ventilation in the bathroom. Complaint handling.
The complaint is about the handling of repairs to the resident’s windows.
The landlord’s response to the resident’s concerns about the condition of the bedroom wall. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord's handling of the resident's: Reports of damp and mould and the follow-on remedial works, including her request for the reimbursement of costs incurred. Reports of repairs, including the rear entrance door and garden gate. Associated formal complaint.
The complaint is about the landlord’s handling of repairs to a window.
The complaint is about the landlord’s handling of the resident’s request to move. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. The landlord’s complaints handling has also been considered.
The complaint is about: The landlord’s handling of the resident’s request for storage space for her mobility scooter. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak.
The complaint is about the landlord’s: Response to the resident’s reports of issues with the boiler in the property. Complaint handling.
The complaint is about the landlord’s handling of: Reports of repairs to 2 toilets. Reports of repairs to a kitchen tap. Reimbursement of additional water charges due to leaks. The complaint is also about the landlord’s handling of the complaint and the resolution offered.
The complaint is about the landlord’s response to the resident's reports about repairs to windows, and damp and mould. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of disrepair to the windows, causing damp and mould in her property. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) from a neighbour. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The resident’s complaint is about the landlord’s handling of her reports of damp and mould and water leaks through bedroom windows. The Ombudsman has also considered the landlord’s: Record keeping. Associated complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about damp and mould.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould throughout the property. The resident’s concerns about asbestos in the property. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s floors. The associated complaint.
The complaint is about the landlord’s handling of: repairs to the communal roof. the resident’s associated complaint.
The resident’s complaint is about the landlord’s handling of repairs to the window seals. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s reports about antisocial behaviour. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of a fence repair or replacement. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s reports of heating issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leaking gutter. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Requests for kitchen and bathroom works. Formal complaints.
The complaint is about the landlord’s: Handling of the resident’s requests for adaptations to her rear garden. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The resident’s complaint is about the landlord’s response to her reports of no heating and hot water at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s: Request to succeed to her mother’s tenancy. Associated complaint.
The complaint is about the landlord’s handling of: Reports of repairs to the resident’s property, specifically: Kitchen cupboards and drawers. Bathroom taps. Warped floorboards. A report that the resident had been injured within her property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of noise, odours and an infestation of flies caused by blocked drainage. Reports of an infestation of mice. Reports of an overgrown tree in a neighbouring garden Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a washing machine repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of roof leaks affecting her loft and kitchen ceiling, including the landlord’s communication. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: reports of anti-social behaviour, including noise nuisance and noise transference. the resident’s request for rehousing on medical grounds. the associated complaint.
The complaint is about the landlord’s: Handling of the resident’s transfer application. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of no gas heating or hot water at the property. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and the associated remedial repairs. The resident’s reports of issues with heating and hot water in his property. The resident’s concerns about ventilation in his property. Reports of breakdowns to the communal lift for the building. …
The complaint is about the landlord’s handling of the resident’s: Reports of damp, mould, and the associated repairs. Reports of repairs to the windows. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of required repairs to the property staircase. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s handling of reported leaks in the property.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of damage to her possessions caused by damp and mould. Formal complaint.
REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 23 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |