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 202206325 London & Quadrant Housing Trust 10 October 2022 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 resident complains about the landlord’s handling of: reports of a pest infestation; reports of damp and mould; reports of ASB, and; The condition/replacement of windows and doors in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident about: the building maintenance and fire safety. the service charges and a request for a refund.
The complaint is about the landlord’s: response to the resident’s reports of damage to the bedroom window; complaints handling.
The complaint is regarding the landlord’s response to the resident’s reports of damp and mould in her property.
REPORT COMPLAINT 202008433 London & Quadrant Housing Trust 24 June 2022 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 the resident’s concerns about: The level of service charges; and Charges for services she alleges she was not receiving.
REPORT COMPLAINT 202103887 London & Quadrant Housing Trust 28 March 2022 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 handling of the resident’s request to be rehoused.
The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The landlord’s complaint handling.
The complaint was about: The landlord’s response to the resident’s report of a leak onto her balcony. The resident’s reports of staff conduct, including victimisation and discrimination. The landlord’s complaint handling including the level of compensation.
The complaint is about the landlord’s handling of: The resident’s report of a broken front fence. The associated complaint handling.
The complaint is about: the level of service charge for ground maintenance. the landlord’s response to the resident’s reports of services not provided.
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
The complaint is about: The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint handling. The landlord changing its housing allocation policy.
This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden.
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 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 the resident’s concerns over fire safety in her property. Response to the resident’s reports of antisocial behaviour (ASB) from her neighbours. Associated complaint handling.
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed …
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.
The complaint is about the landlord’s handling of the resident’s mutual exchange.
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
This complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data in relation to a GP letter. The landlord’s response to the resident’s concerns regarding a verbal warning she received from the Police about an ASB incident in August 2019 involving her neighbour. …
| 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 |