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.
REPORT COMPLAINT 202324820 Leeds City Council 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 of the case. […]
The complaint is about the landlord’s response to reports of noise from a lift in the adjoining property. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a rodent infestation at the property. The resident’s concerns regarding staff conduct. The resident’s complaint.
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: A missed appointment. Kitchen units being in disrepair and pest concerns. Repairs to the resident’s front and back doors. The Ombudsman has also considered: The landlord’s record keeping. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Roof repairs due to an intermittent leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Report that an electrical cable was incorrectly supplying electricity from her property to a separate garage below. Associated formal complaint.
The complaint is about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s request for repairs to the kitchen drawers. the associated complaint.
This complaint is about the landlord's handling of the resident’s request for compensation after it plumbed his toilet into a hot-water inlet.
The complaint is about the landlord’s handling of: record keeping. damp and mould at the resident’s property. the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s concerns regarding works required to the windows in the property. The associated complaint.
The complaint is about the landlord’s response to: The resident’s: Concerns about the communal lift. Complaint about a staff member. A fault on the fire panel. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of antisocial behaviour at or near the property. The Ombudsman has also taken the decision to investigate the landlord’s complaint handling.
The complaint is about the level of compensation offered by the landlord following planned works. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s reports that he was unable to access his garage and of damage caused by its contractors. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a bird in the chimney and chimney repairs.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB) about the resident.
The complaint is about the landlord’s: Handling of the resident’s reports that a roof access gate caused noise nuisance. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of issues with her back door.
The complaint made by the resident’s representative is about: The landlord’s response to his request to suspend rent payments for the property. The landlord’s response to his request for it to buy-back the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of reports of leaks, flooding and associated repairs.
The complaint is about the landlord’s response to the resident’s reports about: Damp and mould. The repositioning of the wash hand basin. Repairs to the balcony door. Repairs to the front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s query about the increase in service charge in 2021-22. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of faulty communal stairway lighting. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of a rat infestation.
The complaint is about the landlord’s response to the resident’s reports of leaks, damp and mould in her conservatory. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: repairs to the property including reports about damp and mould, ventilation, storage and insulation. the complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould and subsequent complaint.
The complaint is about the landlord’s handling of a leak into the communal area and communal decorative works.
The complaint is about the landlord’s handling of the resident’s concerns about: the time it was taking to complete remedial works to the external walls of her building. the protection of the external walls of the building. its schedule of remedial works. its compensation agreement in relation to the remedial …
The complaint is about the landlord’s handling of garden works.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s application to it for financial support for her tenancy.
The complaint is about the landlord’s response to the residents reports of leaks from her wet room. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs required in the property’s bathroom and toilet. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The safety of the boiler and heating system in the resident’s property. The resident’s complaint.
The complaint is about the landlord’s handling of the repairs to the resident’s bathroom.
The complaint is about the landlord’s: Handling of repairs to the resident’s kitchen. Response to the resident's reports of a central heating fault. Complaint handling.
The complaint is about the landlord's handling of: reports of a leak causing damp and mould. the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a repair required to the ventilation system. Reports of damp and mould. Request to replace her front door. Reports of drainage issues in her bathroom.
This complaint is about the landlord’s handling of the resident’s requests for various repairs in the property.
The complaint is about the landlord’s administration of the rent account in 2022 and 2023. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's reports of a leaking toilet and bath, causing damage to the kitchen ceiling and bathroom flooring. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs and an upgrade to the communal front door. The resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: roof repairs. window repairs. damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the leaseholder’s: Reports of water ingress and associated outstanding repairs. Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of reports of a leak and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
| 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 |