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 request for remedial repairs to the kitchen extractor fan. The replacement of the kitchen sub floor. The request for replacement of the shower cubicle in the downstairs bathroom. The request for replacement windows. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to a communal stack pipe leak which leaked into the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. 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 from a communal bin store. Request for a transfer to another property. The associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of cracks in the ceiling. Response to the resident’s transfer request.
The complaint is about the landlord’s handling of the resident’s reports regarding: Flooding in the property and the subsequent damage. The suitability of the temporary accommodation provided. The neighbour breaking into the property and theft of mail. Damage caused to possessions while transported by the landlord’s removals contractor. A mice …
The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the balcony. A complaint about the surveyor’s conduct. The erection of scaffolding. The associated complaint.
The resident’s complaint is about: The landlord's response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about the landlord's letters of warning to the resident. The Ombudsman will consider the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the property. The alternative accommodation provided following a fire. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.
The complaint is about: The landlord’s handling of repairs to the resident’s bathroom. The landlord’s handling of the resident’s request for reimbursement of energy bills. The Ombudsman investigated the landlord’s record-keeping.
The complaint is about the landlord's: Response to the resident's request for her windows to be replaced. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a rodent infestation in the property. This report also looks at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour. Outstanding repairs. The landlord showing bias. The conduct and unprofessional behaviour of staff. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request for repairs to the ventilation system. Request for other repairs. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s various concerns around the death of a neighbour. Response to the resident’s reports of boiler and sink repairs. Complaint handling. The Ombudsman also considered the landlord’s record keeping.
The complaint is about: The landlord’s handling of the resident’s reports of defects to the main communal entrance door. The landlord’s response to the resident’s reports of anti-social behaviour (ASB) in the communal areas. The landlord’s handling of the resident’s reports of defective communal lighting. The landlord’s response to the …
This complaint is about: The resident’s historical concerns about various issues including: The property’s condition on letting; The landlord’s handling of adaptations and repairs that were approved in 2016; The landlord’s response to the resident’s historical reports of antisocial behaviour (ASB) and estate management issues. The landlord’s response to the …
The resident’s complaint is about the landlord’s handling of: A repair to her kitchen tap. An altercation between her and its operative. Her formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs. Reports of antisocial behaviour (ASB). Concerns about fire safety within the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy back his property. Reports regarding the level of natural light in his property. Concerns about scaffolding. Reports of outstanding communal repairs. Concerns about a change to its pet policy. Concerns …
The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and redecoration. Repair works to the exterior of the resident’s property including pathway and staircase cracks, gutters, cracks to the front of the property, drainage checks and repointing to the brickwork. …
The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The resident’s reports that a tree had been removed from the …
The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 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 concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.
This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks when not receiving the same value from the service. The night concierge service being commissioned without consulting the residents in advance. The Ombudsman has also considered …
The complaint is about the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The resident’s rehousing request. The associated complaint handling.
The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety check and a missing cap from the boiler. The landlord’s handling of the resident’s report of no heating and hot water. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.
This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.
The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.
The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling
The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.
The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing the gate when opened. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour) from the neighbour upstairs. Residents and visitors slamming the main entrance door causing noise disturbance. We have also considered the landlord’s handling of the resident’s request to move.
The complaint is about the landlord’s handling of: reports of lack of hot water; the repairs to the external doors and windows; repairs to the bathroom, including the request to be compensated; complaint handling.
The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the associated complaint.
The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s decision to offset compensation paid to the resident against rent …
| 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 |