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 202219217 London & Quadrant Housing Trust (L&Q) 29 November 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: Concerns about service charges Repairs to the property and bin store. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about retaliation from her neighbour following her reports. The resident’s concerns about earlier reports by former residents involving the neighbour. This investigation has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: housing application. reports of damp and mould at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s personal information as she believes that it provided her information to a third party without her consent. A tenancy transfer from a joint tenancy into a sole tenancy following a court order. This Service has also investigated the landlord’s complaint …
The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a missing communal door and delays in replacing it. Reports of antisocial behaviour (ASB). Request for rehousing. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Application to be rehoused on medical grounds. Related complaint.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Housing Ombudsman has also considered the landlord’s complaints handling.
The complaint concerns the landlord’s handling of the resident’s requests for: A rent refund. Proof of permission for home improvements and compensation for the associated costs. The Ombudsman also considered the landlord’s handling of the resident’s related complaint.
The complaint is about the landlord's response to the resident’s: Report of an incorrect EWS1 form . Requests for updates regarding cladding remediation works. Request to buy back his property. Enquiries about increased service charges. Complaint.
The complaint is about the landlord’s handling of repairs required to the resident’s bathroom extractor fan and ventilation system. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak from the roof into the resident’s property. The associated complaint.
The resident’s complaint is about: The landlord’s response to the resident’s reports of damp and mould throughout the property. The landlord’s handling of the resident’s management transfer request. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to the resident’s reports of poor conduct and communication from its contractor.
The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of hot water and heating in the property. Report that her property was left in an unacceptable condition following decoration works. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202321860 London & Quadrant Housing Trust (L&Q) 7 November 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 loss of hot water, and the associated repairs. Reports of a leak, and the associated repairs. Subject access request (SAR). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding in the property. The landlord’s handling of the resident’s decant. The landlord’s handling of the resident's complaint. The landlord’s record keeping with respect to the issues.
The complaint is about the landlord’s response to the resident’s reports about: Leaks into the living room. Associated repairs to the living room ceiling. The entrance system and fobs. Car park gate repairs. Its handling of the associated formal complaints.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of a leak. response to the resident’s reports of damp and mould in the kitchen. handling of the resident’s reports of no electricity, heating, and hot water to the property. handling of multiple repair issues due to the leak, …
The complaint is about the landlord’s response to the resident’s reports of: A rodent infestation in her building. A defective front entry door to the building and faulty intercom system Damage to the roof of the building. Issues regarding the communal bins. Issues regarding grounds maintenance Concerns about staff conduct. …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of antisocial behaviour (ASB). Concerns about the rent increase. Associated complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB) and vandalism in the communal area. Handling of reports about its staffs conduct. Complaint Handling.
The complaint is about the landlord’s: Response to reports of damp and mould and the associated works. Response to reports of damage to belongings. Complaint handling.
The complaint is about: the landlord’s handling of repairs to the communal front door. the landlord’s handling of reports of damp and mould and repairs at the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of various repairs to the property including damp and mould in the basement; damp in the upstairs of the property; disrepair to the kitchen; a collapsed basement ceiling; and the request for an additional toilet and the subsequent damp …
The complaint is about the impact on the resident’s health of the landlord’s handling of repairs. The complaint is also about the landlord’s handling of the resident’s: reports of leaks, damp and mould. concerns about temporary accommodation. We have also considered the landlord’s: record keeping. complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: Repairs. Pests at the property. The maintenance of the communal areas. The parking management. The complaint is also about the landlord's: Response to the resident's request for information about rent and service charges. Response to the resident's transfer …
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Request for rehousing due to overcrowding. This report also considers the landlord’s complaint handling.
The complaint is about the landlord's handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: damp and mould. damage to belongings due to the damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns about overcrowding. The investigation has also considered the associated complaint handling.
The complaint is about the landlords response to the residents requests for: Relocation of electric sockets in the bedroom, kitchen and lounge. Installation of a new electric socket for a helpline box. Bathroom renovation. Improvement works in the kitchen, including: Installation of a washing machine. Renovation of the kitchen. Removal …
The complaint is about: The landlord’s handling of the resident’s request to be placed on the housing register and for her application to be prioritised. The landlord’s handling of the resident’s reports of damp and mould and associated remedial repairs in her property. The landlord’s complaint handling has also been …
The complaint is about the landlord’s handling of the resident’s: Request for the exterior of the block to be painted. Reports concerning the volume of the intercom. Request for hooks to be fitted to the external communal doors. Request for an alternative location of a kitchen extractor fan. Associated formal …
The complaint is about the landlord’s handling of: Heating and hot water repairs. The resident’s service charge queries. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of an infestation of rats and mice.
The complaint is about the landlord’s: response to the resident’s reports of a leak, handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response to the resident’s reports of the property being overcrowded. Response to the resident’s reports of anti-social behaviour (ASB). Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the living room ceiling, and damp and mould within the property. Request for it to carry out repairs to the windows and doors. Reports of drainage issues in the garden. Concerns about not being provided …
The complaint is about: The landlord’s handling of repairs to the lift. The landlord’s handling of the resident’s decant. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns in respect of his rent arrears, including the support offered by the landlord and his concerns of discrimination. Complaint handling.
The complaint is about: The landlord’s response to the resident’s re-housing request. The landlord’s handling of repairs in the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of reports of a silverfish infestation. The communication from the resident’s housing officer and general treatment by …
The complaint is about the landlord’s: Response to the resident’s concerns in respect of moving to the property and the handling of repairs. Response to the resident’s reports of issues with the boiler. Knowledge and information management. Complaint handing.
The resident’s complaint is about the landlord’s handling of: Damp and mould. Repairs to a storage heater. Overcrowding in the property. His complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns that it had not renewed her smoke alarms. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to a boundary wall and fencing. Associated formal complaint.
The landlord’s response to the resident’s: reports about damp and mould in the property; request for a mutual exchange. 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 |