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 loss of heating in the property. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s response to the resident’s reports of water ingress to his flat due to leaks in a communal cupboard. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of a leaking waste pipe. 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 nuisance. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s: Response to damp and mould following a leak in the property. Complaint handling.
The complaint is about the landlord’s handling of: a communal bin shed not being secure. reports about fly-tipping. the resident's enquiries about service charges. the complaint.
The complaint is about: The landlord’s response to the resident’s reports about changes made to the communal garden by a neighbour. The landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the bathroom. The Ombudsman has decided to investigate the landlord’s complaint handling.
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.
The complaint is about the landlord’s handling of: The resident’s reports of leaks to the property and subsequent damp and mould. The Ombudsman has also investigated the landlord’s complaint handling and communication with the resident.
The complaint is about the landlord’s response to the residents’ complaint about delays progressing their Right to Acquire application.
The complaint concerns the condition of the property at the start of the tenancy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damage to the building, paving, and the management company’s response. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the conduct of the landlord’s staff in relation to the: Handling of the resident’s request to move. Formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of defects in his property. The associated complaint.
This complaint is about: The level of compensation offered by the landlord following the resident’s complaints about roof leaks and damp in his home. The landlord’s complaint handling.
The complaint is about the landlord’s handling of concerns raised about the condition of the windows, doors, roof and guttering. The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s: Handling of a heating and hot water repair. Complaint handling.
This complaint is about the landlord’s handling of repairs. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of requests for service charges information, including the level of service provided. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
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 complaint is about the landlord’s handling of the resident’s reports of a leak and the resulting remedial works required to their home.
The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of outstanding repairs in the property. Handling of damp and mould in the property. The Ombudsman has also investigated the landlord’s handling of the complaint, including the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs, and the associated decant. Complaint.
The complaint is about the landlords handling of: The resident's reports related to the supply of hot water after it was turned off following a leak into the flat below her. The renewal of the radiators and associated pipework. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a rodent infestation in the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlords’ managing agent’s: Provision of support to the resident. Handling of the resident’s eviction from the property. The Ombudsman has also considered the landlords’ managing agent’s complaint handling.
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 the resident’s reports of damp and mould in her property. Complaint handling.
The complaint is about the landlord's response to reports of a protruding gas pipe.
The complaint is about:
The complaint is about the landlord’s handling of: Leaks, damp, and mould at the resident’s property. Internal and external repairs at the resident’s property. The resident’s decant from her property.
The complaint is about the landlords handing of leaks into the residents property and the resulting damage. The landlords handling of the residents complaint including the compensation offered.
The complaint is about the landlord’s handling of the resident’s: Queries about her service charges. Formal complaint.
The complaint is about the landlord’s response to the resident’s reports regarding water leaking from a window and resulting damage at her property.
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbouring property. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
This complaint is about the landlord’s: Delays resolving repairs reported by the resident, and the level of compensation it offered her in response to them. Complaint Handling.
The complaint is about the landlord’s: Response to a leak into the resident’s bathroom. Complaint handling.
The complaint is about the landlord’s handling of a repair to the resident’s heat pump.
The complaint is about the landlord’s: Handing of majors works. Response to damage to her closed-circuit television (CCTV).
The complaint is about the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the resident’s reports of noise and smells coming from the binstores. Response to the resident's request to be rehoused. Handling of the resident’s complaints. This report …
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB), including safeguarding concerns; request for rehousing. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling. The Housing Ombudsman has also considered the landlord’s record keeping.
| 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 |