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 and response to the resident’s: Reports of water ingress from exterior walls and windows. Reports of damp and mould inside the property. Request for a claim to be made on its liability insurance. This investigation has also considered the landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s: Concerns about monthly charges which are not applicable to him. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance. Damp and mould.
The complaint is about the landlord’s handling of: Heating and hot water repairs. Roof leaks affecting the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to: reports of a leak. reports of delays in providing information concerning the sale of the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Faults with the resident’s mechanical ventilation system. The resident’s report of smells from a bathroom drain. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Resident’s concerns the fence she installed might lead to her eviction. Outstanding repairs in the resident’s property, including for damp and mould. Resident’s reports of antisocial behaviour (ASB). Resident’s request to move. The Ombudsman has also addressed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Roof repairs. Reports of damp and mould. Reports of antisocial behaviour (ASB). Request for a management transfer. Formal complaint.
The complaint is about the landlord’s handling of the residents’: Reports about repairs to soffits, facias and guttering Reports about fencing. Reports about antisocial behaviour (‘ASB’) and noise. Reports about parking issues. Reports about a neighbour extending their land. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of repairs in the resident’s property, including: Damp and mould. Window repairs. 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 a thermostat. Associated formal complaint.
The complaint is about the landlord’s:
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould affecting her property. A temporary decant.
The complaint is about the landlord’s handling of the resident’s reports regarding: Repairs to the loft hatch and insulation. Plastering in the main bedroom. Fencing in the garden. The neighbour’s overhanging tree. A leak in the bathroom and the subsequent damage caused in the property. The complaint and level of …
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 arrears dispute. The resident’s reports of incorrect sales information. The resident’s defects liability period (DLP). The landlord’s complaint handling has also been considered.
The complaint is regarding the landlord’s handling of: Repairs to the resident’s front door. Reports of damp and mould. The resident’s requests to move to another property.
The complaint is about the landlord’s: Response to the resident’s: Request for adaptations in the garden. Reports of repair issues following a flood. Complaints handling.
The complaint concerns the landlord’s handling of: The resident’s reports of damp and mould. Damage caused to the resident’s possessions. The resident’s reports of items having been removed from the property without her consent. The resident’s request to be moved via a management transfer. The resident’s complaint.
The complaint is about the landlord’s: Communication regarding an event held in a neighbour’s flat. Handling of the resident’s query about the neighbour’s flooring.
The complaint is about: The landlord’s response to the resident’s reports of repairs throughout the property. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s request for a managed move. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling. The central heating.
The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling. The level of compensation offered by the landlord and its decision not to refund rent.
The complaint is about the landlord’s response to the resident’s: Request to replace the windows and back door. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Mould. Damp and flooring. Silverfish infestation. Damaged personal possessions. The associated complaint.
The complaint is about: The landlord's handling of reports that contractors had not done communal cleaning. The landlord's handling of communal repairs. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the roof allowing entry for pests. Reports of repairs to the driveway. Fire safety concerns. Associated complaint.
The complaint is about the landlord’s handling of: Repairs to the flooring in the upstairs bathroom and downstairs wet room. Reports of damp and mould. Reports of a rat infestation. The complaint. The landlord operated a 2-stage complaints policy. The policy states the landlord will provide a stage 1 complaint …
The complaint is about: The landlord’s response to reports of damp and mould. The landlord’s complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: the resident’s mutual exchange. a repair to an electrical socket in the kitchen. reports of antisocial behaviour. 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: Reports of loss of heating and hot water. Reports of damp and mould. The complaint.
The complaint is about the landlord’s handling of: Reports of leaks, damp and mould. The complaint.
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 and antisocial behaviour. Request for a managed move. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s rehousing application. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about:
The complaint is about the landlord’s: handling of fence repairs. response to the resident’s concerns about a structure in a neighbouring garden.
The complaint is about the landlord’s handling of repairs to the: Front door. Kitchen. Bathroom.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp, mould and related outstanding repairs. Complaint. This report has also assessed the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s concerns about the security of the block. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Subject Access Request (SAR). Reports about repairs. Reports about staff conduct.
The complaint is about: the impact of repair issues on the resident and her daughter’s health. the landlord’s: response to reports of a leak in the property, handling of repairs and the resident’s request to be decanted. response to repair reports about a hoist in the property. response to repair …
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of mice in his property and the associated repairs. The landlord’s handling of a neighbour nuisance complaint made by the resident in 2021. The landlord’s response to the resident’s reports of anti-social behaviour in the car park. The landlord’s …
The complaint is about the landlord’s response to the resident’s: Request for it to provide audited service charge accounts and associated documents, including information about the electricity production from solar panels. Report of water ingress from a balcony leak. Report of snagging repairs required to the metal lift plate and …
| 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 |