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: 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.
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the resident’s vulnerabilities, health, and welfare concerns; Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.
This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s contractor. The resident’s reports about the cleaning contractor. The associated complaint. Record keeping.
The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling.
The complaint is about the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman has also considered the landlord’s complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping.
The complaint is about the landlord’s disposal of the resident’s garden furniture.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.
The complaint is about the landlord’s handling of:
The complaint is about the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint.
The complaint is about the level of compensation awarded to the resident for the time taken to repair his boiler. The Ombudsman has also considered complaint handling.
The complaint is about the landlord’s response to the resident’s request for: A window to be installed in her property. A fence to be installed outside her property. The Ombudsman has also considered the landlord’s complaint handling as part of this investigation.
The complaint is about: the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated complaint, including the amount of compensation offered.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling of the resident’s formal complaint as part of this investigation.
The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.
The complaint is about the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for the increase in service charges, since 2017/18. The associated complaint.
The complaint is about the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated complaint handling as part of this investigation.
The complaint is about: The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s request for information about fire safety and cladding on the block he owned a shared-ownership property in, to enable him to complete the sale of the property; The landlord’s response to the resident’s request that it buy-back his shared ownership …
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about the landlord’s response to the resident’s complaint about ownership of her allocated parking bay.
The complaint is about the landlord’s handling of: Repairs to the balcony. Pests and dampness affecting the carpets.
The complaint is about the landlord’s handling of: the resident’s reports of noise nuisance caused by her above neighbour’s floorboards. the resident’s formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise . Complaints handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s bathroom and downstairs toilet. The associated 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 |