London & Quadrant Housing Trust (L&Q) (202213796)
The complaint is about: The landlord's response to the resident's report about dog fouling in front of her property. The landlord’s handling of the associated complaint.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
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.
Decisions
Somerset Council (202115567)
The complaint is about the landlord’s handling of the resident’s: Concerns about asbestos in her home. Allegation about the behaviour of a contractor. Requests for repairs to the bathroom extractor fan and garden gate. Complaint.
Tower Hamlets Homes (202204969)
The complaint is about: The landlord’s handling of repairs to a communal waste pipe. The landlord’s response to the resident’s request for compensation following a blockage in a communal waste pipe. The landlord’s handling of the associated complaint.
Newham Council (202119473)
The complaint is about the landlord’s handling of: The pruning works to trees near the resident’s property. The associated complaint.
The Riverside Group Limited (202126771)
The complaint is about: The landlord’s response to the resident’s concerns about increases to the service charges for the 2021/22 financial year. The landlord’s complaints handling.
Abri Group Limited (202124340)
The complaint is about the landlord’s: response to the resident’s reports that she was allocated the wrong property; handling of the associated complaint.
Clarion Housing Association Limited (202107796)
REPORT COMPLAINT 202107796 Clarion Housing Association Limited 10 February 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 case. This […]
London & Quadrant Housing Trust (202109888)
The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property from above, resulting in damage to his bedroom ceiling. Handling of the resident’s reports of a flood on his balcony, resulting in damage to his internal flooring. Complaints handling.
Melton Borough Council (202125091)
The complaint is about the landlord’s handling of: The delays to repair the resident’s front and back doors. The resident’s reports of a faulty boiler and his concerns about carbon monoxide emissions. The associated complaint.
Inquilab Housing Association Limited (202108931)
The complaint is about the landlord’s: Handling of arrears on the rent and service charge accounts. Complaint handling.
Peabody Trust (202201602)
The complaint is about the landlord’s: response to the resident’s reports of nesting pigeons; complaint handling.
Citizen Housing (202202661)
The complaint is about the landlord’s: response to the resident’s request to be compensated following a total loss of gas to the property. complaints handling. The resident has also raised a complaint regarding the gas supplier’s response to her request for compensation following a total loss of gas supply to …
GreenSquareAccord Limited (202202664)
This complaint is about: The landlord charging the resident rent while repairs were outstanding. The landlord assigning the resident a starter tenancy instead of a secure tenancy. The landlord’s handling of repairs during the void stage prior to the commencement of the resident’s tenancy. The landlord’s subsequent handling of repairs. …
London & Quadrant Housing Trust (202208849)
The complaint is about the landlord’s: Response to the resident’s reports of scaffolding around his property. Response to the resident’s reports of a leak that affected the communal garden. Handling of the associated complaint.
Abri Group Limited (202015303)
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and her request for compensation. The associated complaint.
Paragon Asra Housing Limited (202201300)
The complaint is about the landlord’s: Handling of the resident’s concerns about staff conduct; Response to the resident’s reports of antisocial behaviour (ASB) from her neighbour; This report also considers: The landlord’s handling of the resident’s request to install closed circuit television (CCTV); The landlord’s complaint handling.
The Riverside Group Limited (202115892)
The complaint is about the landlord’s: Handling of fire safety works. Response to the resident’s concerns about the condition of communal areas of the building. Response to the resident’s concerns about reports of problems with the back door at the property. Response to the resident’s queries concerning installing CCTV cameras …
Wandle Housing Association Limited (202015753)
The complaint is regarding the landlord’s response to the resident’s concerns about a contractor’s misuse of communal parking facilities and damage caused. This Service has also made a separate finding regarding the landlord’s handling of the resident’s complaint.
Camden Council (202017557)
The complaint concerns: The cost of the communal district heating renewal to leaseholders. The landlord’s response to concerns raised regarding the communal district heating renewal. The related complaint.
Hyde Housing Association Limited (202106742)
The resident has complained about the landlord’s: Handling of noise nuisance from a flat on the floor above. Communication with the resident in relation to the issue. Handling of the associated formal complaint.
Lambeth Council (201804647)
This complaint is about: The resident’s request to be rehoused; The landlord’s response to the resident’s disrepair concerns, including: a roof leak, damp and mould; The landlord’s complaint handling; The landlord’s record keeping.
Nottingham City Homes Registered Provider Limited (202212049)
This complaint is about: The landlord’s handling of repair work to the communal front door. The landlord’s handling of repair work to the resident’s letterbox.
Southwark Council (202121162)
The landlord’s handling of reports of: Defective heating in the property. Damp and mould in the property. Repairs needed to the property. A rodent problem in the property. The related complaint.
Weaver Vale Housing Trust Limited (202105585)
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Response to the resident’s request for a replacement kitchen and bathroom; Response to various other repairs, including a defective gulley; Complaint handling; Record keeping.
A2Dominion Housing Group Limited (202111916)
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
Newcastle City Council (202120870)
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.
Places for People Group Limited (202122124)
The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had incurred since 2006.
Royal Borough of Kensington and Chelsea (202110067)
The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the resident’s complaint about the conduct of a call handler.
Cornwall Housing Limited (202113354)
The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling of the associated complaint. The landlord’s response to the resident’s report of damp and mould.
Anchor Hanover Group (202017364)
The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The resident’s concerns that the landlord told other parties he had …
Arun District Council (202110505)
REPORT COMPLAINT 202110505 Arun District Council 26 January 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 case. This is […]
Magenta Living (202204877)
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for food that was spoilt due to electrical faults in the property. The delays in the landlord onboarding the energy hub at the property, and providing the information needed to the energy company.
Sovereign Network Homes (202127215)
The complaint is about the landlord’s handling of: The resident’s enquiries about service charges for communal electricity. The resident’s complaint.
Clarion Housing Association Limited (202128256)
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
Welwyn Hatfield Borough Council (202107327)
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
London Borough of Hounslow (202206213)
The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns about the conduct of a staff member.
Hyde Housing Association Limited (202206639)
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
Lewes District Council (202128624)
The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.
Anchor Hanover Group (202210252)
The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.
East End Homes Limited (202017580)
The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. Complaint handling.
Optivo (202108988)
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the resident’s complaint.
Central and Cecil Housing Trust (202121654)
The complaint is about the landlord’s: Response to concerns raised by the resident about repairs to the bathroom in 2018. Complaint handling.
Platform Housing Group Limited (202114713)
The complaint is about the landlord’s: handling of the kitchen replacement. handling of repairs to the toilet flush. response to the resident’s concerns about contaminated drinking water. communication, complaint handling and offer of compensation.
Sanctuary Housing Association (202209120)
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
London & Quadrant Housing Trust (202204225)
The complaint is about: the landlord’s handling of the resident’s request for large print communications from its contractors; the landlord’s handling of the complaint.
Origin Housing Limited (202205416)
The complaint is about: How the landlord handled the resident’s management transfer, specifically the reciprocal transfer through the local authority. The handling of the associated complaint.
Sanctuary Housing Association (202207445)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
Southern Housing Group Limited (202204844)
The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of the building. The resident’s request to have CCTV installed. Repairs to the lock of the rear gate.
Sovereign Housing Association Limited (202207363)
The complaint is about the landlord’s handling of: Toilet repairs and the bathroom adaptation. The resident’s reports of issues with the repair contractor’s conduct. The associated complaint. A reported data breach due to the resident’s personal information being shared with the local authority.
Hammersmith and Fulham Council (202101425)
The complaint concerns the landlord’s response to: ASB reports and the request for hotel costs. Concerns regarding the level of support provided. Reports of damage to the bedroom and kitchen ceilings due to a leak. The related complaint.
Decisions by year
Read the chart values
| 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 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)