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: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the complaint and the level of compensation offered.
The complaint is about the landlord’s response to the resident’s reports of water pressure issues. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Electrical work. The complaint and the level of compensation offered including the resident’s damaged personal belongings and furniture.
The complaint is about the landlord’s response to: the resident’s reports of issues with the gas supply. the resident’s reports of a contaminated water supply. the resident’s reports of repairs. the handling of the resident’s complaint.
This complaint is about the landlord’s response to the resident’s complaint about the security and condition of the block, anti social behaviour (ASB), repairs needed to the emergency door releases, and fire safety signs.
The complaint is about the landlord's handling of repairs to the patio and paving at the front of the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s windows and a communal door being in disrepair and in need of replacement. The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of reports of damp and mould. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports that: The space allocated for the cooker was inadequate. Repairs were required to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of noise and noise transference. the associated complaints.
The complaint is about: The landlord’s handling of heating repairs (including concerns about the adequacy of the heating). The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint refers to the landlord’s: Handling of leaks, damp and mould, and bathroom repairs. Management of the resident’s complaint and request for compensation. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate incidents. The landlords handling of the resident’s complaint.
The resident’s complaint was about: The landlord’s response to the resident’s reports about her heating that it was too hot and that there was a loss of heating in December 2022 onwards. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial repairs. Aids and adaptations. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: the landlord’s handling of the resident’s temporary decant. the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of Remedial works following a leak. Its handling of asbestos removal at the resident’s property. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about; The landlord’s handling of the resident’s reports of a leak in the property. The associated complaint handling.
The complaint is about the landlord’s response to the resident’s request for reasonable adjustments for the annual gas safety check.
The complaint is about the landlord’s response to the resident’s concerns about her transfer to a new property.
The complaint is about the landlord’s handling of the resident’s move to temporary accommodation due to anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handing of the resident’s report of a leak from the shower to the bedroom.
This complaint is about the landlord’s handling of the resident’s request to be rehoused.
The complaint is about the landlord’s handling of: Reports of leaks, and damp and mould in the property. The complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also investigated the landlord’s: Communication. Complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and homophobic harassment. The landlord’s response to the resident’s request to be rehoused. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s request for a transfer. The resident’s reports about their neighbour’s conduct. The resident’s reports of other local anti-social behaviour (ASB) and harassment. Safety concerns raised by the resident. The resident’s complaint.
The complaint is about the landlord’s handling of reports of noise nuisance from the flat above. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This investigation has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of problems with her front door. Associated complaints.
The complaint is about the landlord’s: Response to reports of delays completing repairs to the boiler. Response to the request to cancel the service charge arrears. Handling of the associated complaint and processing of the compensation offered.
The complaint is about the landlord’s handling of the resident’s: Reports of Antisocial behaviour (ASB). Request to be rehoused. Associated complaint.
The complaint is about the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.
The complaint is about the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following break-ins. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s: Complaints handling. Record keeping.
The complaint is about the landlord’s: response to the resident about antisocial behaviour (‘ASB’) from tenants of a leasehold flat below. complaint handling.
The complaint is about the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also considered the landlord’s: complaint handling. consideration of the resident’s vulnerability.
The complaint is about the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation.
The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.
REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.
The complaint is about: The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.
The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.
The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint.
The complaint is about: The landlord’s response to the resident’s reports of a rodent infestation and its handling of a bathroom and kitchen installation. The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the resident’s reports of his vulnerabilities. The landlord’s response to the …
The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.
The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.
The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting boards, the bath panel, gaps around the doorstep and skirting, …
The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.
| 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 |