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: Planned maintenance of communal areas. Access to, and maintenance of, a communal bike storage. Requests for window cleaning. Requests to install a video intercom. Service charge enquiries. Repairs to a communal lift. Reports about car parking issues. The associated complaint.
The complaint is about the landlord’s handling of: its investigation into a report of antisocial behaviour (ASB) involving the resident’s partner and her neighbour. repairs relating to a leak from the roof. the associated complaint.
The complaint is about the landlords handling of the resident’s: Reports of a leak and the associated roof repairs. Reports of damp and mould in the bedrooms of his home. Associated complaint.
The complaint is about the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of repairs caused by leaks. Handling of the resident’s request for compensation following leaks at her property. Complaint handling.
The complaint is about the landlord’s response to the resident’s: Report of repairs in the kitchen, bathroom, and toilet (WC) and associated damp and mould. Associated complaint.
The complaint is about:
The complaint is about the landlord’s handling of: The resident’s disrepair claim, including the associated repairs. Repairs to the resident’s extractor fans. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs in the property. Mice infestation in the property.
The complaint is about the landlord’s: Response to the resident’s concerns about the increase in her service charge. Administration of the resident’s service charges. Response to the resident’s complaint about the managing agent. Response to the resident’s request for improvements to the block. Response to the resident’s request for evidence …
This complaint is about the landlord’s handling of: Repairs to the resident’s roof. Repairs to the resident’s flooring. The removal of the resident’s sofa from a communal corridor.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and the completion of the associated works. The landlord’s handling of the resident’s concerns about communication. The landlord’s handling of the resident’s request for adaptations to her home. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The sales process and its non-disclosure of the plans to carry out major works prior to the sale of the property to the resident. The section 20 consultation process. The funding of and incentive for completing the major works. Leaks to the …
The complaint is about the landlord’s handling of: Communal door repairs. The resident’s requests for a refund of service charges for the period the communal door was not operational.
The complaint is about the landlord’s handling of: Repairs to internal doors. Repairs to the front external door. Repairs to external paving. The resident’s associated complaint.
The complaint is about the way the landlord handled the resident’s Right to Buy (RTB) application and associated boundary dispute. This report has also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) in the form of noise nuisance. The resident’s request for it to remove the community protection warning (CPW) issued to him. The resident’s removal from the “Home Options” account. The associated complaint.
The complaint is about the landlord’s handling of repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Concerns raised about the condition of the property on let and the associated repairs. Concerns raised about its communication with the resident. Concerns raised about the service of an eviction notice. The associated complaint.
The complaint is about the landlord’s response to: Repairs and replacement of windows. Kitchen repairs. Reports of concerns about contractor conduct. Reports of loss of heating and hot water and the repair of the boiler. Reports of a personal injury. Reports of a data breach. The Ombudsman has also considered …
The complaint is about the landlord’s: Handling of the resident’s subject access request (SAR). Response to the resident's reports that a contractor damaged his property and caused him an injury during bathroom adaptation works. Delays to approve accessibility adaptations.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs to the bathroom. Repairs to the kitchen draws. The resident’s reports of an infestation of silverfish. This service has also considered the landlord’s complaint handling.
The resident’s complaint is about: The landlord’s handling of her reports of antisocial behaviour (ASB). The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Transfer application. Reports of Antisocial Behaviour (ASB).
The complaint is about the landlord’s handling of The resident’s concerns about allegations of ASB made by a neighbour. The installation of a fence.
The complaint is about the landlord’s handling of the resident’s: reports of an overgrown tree and concerns about the suitability of the tree. reports of damage caused to her car from the tree. the complaint. The resident complained to the landlord in May 2023 about damage to her car from …
The complaint is about the landlord’s response to the resident’s reports of a damaged garden wall.
The complaint is about the landlord’s handling of the resident’s: Request for support using a recommended noise app. Allegations of staff misconduct. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of Reports of a leaking toilet, bathroom repairs and associated damage. Concerns about asbestos. Reports of rubbish left in the garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s response to the: resident’s concerns about a fault with her solar panels. associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the landlord’s management of her personal data and the housing development. the resident’s reports of a leak. the associated complaint.
REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 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 concerns about the replacement of her toilet flush. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: The condition of the property at the start of the tenancy (tenancy sign up). Repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal front door. Tiling works to the front entrance of the building. The associated complaint. The Ombudsman has also investigated the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of issues with the drains. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the intercom/phone system connected to the property. Repairs to the communal lighting at the property. Repairs to the communal stairs.
The complaint is about the landlord's response to the resident's: Reports of damp and mould in the communal area. Complaint about its Sustainment and Support officer. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: damage to and loss of the resident’s belongings. the refurbishment of the resident’s property. the temporary decant for the household. 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: A leak from the wet room and a leak in the hallway at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s request for her kitchen and bathroom to be replaced. Damp and mould at the resident’s property.
The complaint is about the landlord’s handling of the resident’s: concerns about the condition of her kitchen. complaint.
The complaint is about the landlord’s handling of: checks to the condition of the property when let as part of a mutual exchange the resident’s reports of repairs concerns about asbestos the resident’s request to remove the back garden shed The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports about the front door. The resident’s reports about increased heating costs due to the door issues. The resident’s reports about subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: A payment of compensation for a missed appointment. The resident’s complaint.
The resident’s complaint is about the landlord’s handling of: His liability insurance claim. A roof leak, damp and mould. Heating and hot water repairs. Loose cables. His complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Pests in her property. 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 |