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 202330012 London & Quadrant Housing Trust (L&Q) 13 August 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 reports of issues with the boiler and carbon monoxide detector. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s: reports of no heating and hot water in the property and associated repairs to the boiler. complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and a subsequent pest infestation. Request to move due to overcrowding. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak and the subsequent moves to temporary accommodation. The resident’s complaint. The Ombudsman will also investigate the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s enquiries about fire safety. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for information on how the service charges are calculated and apportioned. The resident’s concerns about the compensation offered.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp, mould, and internal repairs. External repairs and tree maintenance. Pest infestation. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of structural issues at the property. Request for a temporary move.
The complaint is about the landlord’s response to the resident’s queries regarding the: Grounds maintenance service charge. Water testing service charge. Management fee. This investigation has also considered the redress the landlord offered for its handling of the associated formal complaint.
This complaint is about the landlord’s handling of fire safety issues within the resident’s block, including: Delays in it replacing the resident’s front door. The resident’s request for information about a Fire Risk Assessment (FRA) conducted in 2018. The resident’s concerns about the landlord’s FRA in 2023. The landlord’s communication …
The complaint is about: The effects of disrepair on the value of the resident’s property. The landlord’s handling of leaks, damp and mould. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Reports about the standard of communal cleaning. Requests for improvements to the ventilation system. We have also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: the resident’s reports of a leak and repairs to kitchen cupboards, the kitchen ceiling, and a faulty light. the resident’s reports of overgrown ivy affecting the property's windows. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s: Handling of a roof leak, damp and mould. Complaint handling.
This complaint is about the landlord’s handling of the residents: sales journey and commitments made during that process. associated complaint.
The complaint is about: The landlord's handling of the resident’s reports about damp and mould. Complaint handling
The complaint is about the landlord’s handling of: Repairs to the kitchen and bathroom. Damp and mould in the property and associated repairs. Repairs to balcony railings. Repairs and decoration to a bedroom ceiling. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about parking. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak causing flooding to the property. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports about: The condition of the property, including damp and mould, excess dust, and excessive cold. The conduct and opinion of surveyors. Anti-Social Behaviour (ASB). We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of: The resident’s concerns about the replacement of communal lifts. The associated complaint
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to the boiler. Enquiries about rent arrears.
REPORT COMPLAINT 202420420 London & Quadrant Housing Trust (L&Q) 11 July 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 reports of a leak and remedial repairs. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Roof leaks. Fly infestation. We have also considered the landlord’s complaints handling.
The complaint is about the landlord’s: Response to the resident’s reports about leaks into her property. Complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the property and request for a direct transfer on medical grounds. Reports of antisocial behaviour (ASB). Reports of being unable to open the windows. Reports of drainage issues in the wet room. Queries about his …
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the heating and hot water system. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports that the wet room floor was uneven, and water from the shower leaked out of the room. Reported concerns regarding electrical safety and installed extraction equipment. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s concerns about asbestos and subsequent remedial works. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The resident’s reports of issues with the boiler and electrical sockets. The resident’s reports of damage to personal belongings. The associated complaints.
The complaint is about the landlord’s handling of the resident’s: Concerns relating to the cooker socket. Reports of an uneven driveway. Reports of issues with the stop tap. Concerns relating to the accessibility of the garden. Reports of damage to the microwave and dryer. We have also investigated the landlord’s …
The complaint is about the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating to her time in temporary accommodation. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge). The resident’s concerns about their car parking space. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a fire. Move to temporary accommodation. Associated complaints.
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.
The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring property. Response to the resident’s concerns about the safety of the property’s kitchen ceiling following the leak. Complaints handling.
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: 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 the condition of the lawn. The landlord’s complaint handling has also been considered.
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 anti-social behaviour (ASB). The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s request to be added to its rehousing list. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.
| 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 |