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 resident’s: Request for her windows to be replaced. Request for it to remove fly tipped waste from her garden. Reports of damp and mould. Rent arrears. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint is about the landlord’s handling of the resident’s: Reports of repair issues with the balcony doors and windows. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a motorised skylight window. The resident’s report of a broken extractor fan. The associated complaint.
The complaint is about the landlord’s: Administration of the resident’s service charge account. Response to the resident’s request for a leaseholder panel. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the communal areas. Reports of damp and mould in the property. Reports of overcrowding and her concerns about the landlord’s transfer list. Reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s: Handling of tap repairs and the resident’s request for compensation for these. Response to the resident’s reports of poor conduct and communication from its contractor.
The complaint is about the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of hot water and heating in the property. Report that her property was left in an unacceptable condition following decoration works. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to temporary accommodation not having electricity when the resident moved in. Response to the resident’s concerns regarding the duration of the temporary move. Handling of the complaint.
The complaint is about the landlord’s handling of repairs and a bathroom renewal. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202321860 London & Quadrant Housing Trust (L&Q) 7 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: reports about damage caused by the landlord’s installation of cabling. reports of leaks causing damage to internal walls and damp and mould in the property. reports about missing roof insulation above the property. the associated complaint.
The complaint is about: The landlord’s handling of leaks. The landlord’s complaint handling.
The complaint is about the landlord’s: Handling of noise reports about the resident. Decision not to replace the resident’s front door.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould, cracks to the exterior and interior walls, and repairs to the windows and doors of the property. Concern that the front door to the property was insecure. Concern that there was a legal restriction on …
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Handling of reports of noise from the heating system. Handling of reports of the heating not working. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports about a roof leak, its handling of associated repairs, and the level of compensation offered by the landlord as redress. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for repairs to mortar. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a loss of hot water, and the associated repairs. Reports of a leak, and the associated repairs. Subject access request (SAR). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of and communication about various repairs. Concerns relating to the conduct of staff.
The complaint is about the landlord’s: Communication with the resident regarding an insurance claim. Handling of a request for information about her rent and service charges. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint concerns the landlord’s: Response to the resident’s report of damage caused to his front door after the police forced entry. Response to the request for a replacement front door. Handling of the related complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the central heating system. Reports of issues with the toilet and associated drainage systems. Requests for adaptations to his kitchen. Reports of subsidence in the rear garden. Reports of draughts from the front door and windows. …
The complaint is about the landlord’s response to: the resident’s concerns about the property condition at the start of the tenancy, the signup, and her request for the report of its inspection before she moved in. the resident’s concerns about the floors. the resident’s concerns about adapted units. the resident’s …
The complaint is about the landlord’s handling of: Reports of damp, mould and moisture. Repairs to the bathroom light. Its decision not to replace a kitchen sink unit. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: report of a rat infestation at the property. request for annual reviews of the suitability and accessibility of the property. report of outstanding repairs to the property. request for adaptations to the property. report of verbal discrimination by a telephone …
The complaint is about the landlord’s handling of the resident’s: concerns regarding its issuance of a Notice to Quit (NTQ), and termination of their tenancy ; associated complaint.
The complaint is about: The landlord’s handling of the resident’s concerns about the remedial works completed and those still outstanding in the property. The landlord’s handling of the resident’s decant. The landlord’s handling of the resident's complaint. The landlord’s record keeping with respect to the issues.
The complaint is about the landlord’s response to the resident’s reports about: Leaks into the living room. Associated repairs to the living room ceiling. The entrance system and fobs. Car park gate repairs. Its handling of the associated formal complaints.
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of the resident’s reports of a leak. response to the resident’s reports of damp and mould in the kitchen. handling of the resident’s reports of no electricity, heating, and hot water to the property. handling of multiple repair issues due to the leak, …
The complaint is about the landlord’s response to the resident’s reports of cleaning and maintenance issues in the communal areas and the resident’s concerns about the safety of the building. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: Repairs in the property including damp and mould. Poor communication about repairs and appointments. A pest infestation in the property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The residents reports of repairs during the defect period, including a leak which caused damp and mould. The resident’s request for larger radiators in the property.
The complaint is about the landlord’s handling of: The resident’s personal information. The utility supplier when the resident’s tenancy started. The associated complaint.
The complaint is about the landlord’s handling of: Boiler repairs. Leaks and flooding within the property. Reports of carbon monoxide warnings. Repairs to the communal lift. Communal cleaning and maintenance. Reports about the conduct of housing officers. Damage to the resident’s belongings. The Ombudsman has also investigated the landlord’s complaint …
The complaint is about how the landlord has handled the resident’s management move. We have also considered how the landlord handled the resident’s complaint.
The complaint is about the landlord’s response to: The resident’s requests for repairs to the rear garden. The resident’s reports of damp and mould. The resident’s concerns regarding the bathroom window.
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s loss of hot water and heating. The resident’s reports of staff conduct. This Service has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: responsive repairs. the resident’s request for an adaptation. communal repairs. tree management. grounds maintenance. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about: The standard of adaptations to the resident’s wet room and kitchen. The landlord’s handling of the resident’s request for a decant. The landlord’s response to the resident’s reports of defective windows. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about: The landlord’s handling of the resident’s concerns about the water charges and the reported delay in receiving the utility statements. The landlord’s handling of the resident’s reports of problems with the electricity meter for his property. The landlord’s handling of the resident’s reports of problems with …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for his father to represent him. Reports of anti-social behaviour (ASB). Requests for a copy of his tenancy agreement. Request for a management transfer to another home. Subject access request (SAR). Associated complaint.
The complaint is about: The landlord’s response to reports of pests. The landlord’s response to the resident’s request to move. The landlord’s handling of repairs. The conduct of the landlord’s operatives.
The complaint is about the landlord’s handling of: a leak into the resident’s kitchen. the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of: A rodent infestation in her building. A defective front entry door to the building and faulty intercom system Damage to the roof of the building. Issues regarding the communal bins. Issues regarding grounds maintenance Concerns about staff conduct. …
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of antisocial behaviour (ASB). Concerns about the rent increase. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s requests for windows repairs. Associated complaint handling.
This complaint is about the landlord’s: Response to the resident’s report of repair to her bathroom, including concerns about missed appointments and its communication with her. Response to the resident’s reports of sound transference from the flat above and concerns about the safety of the property due to a related …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and noise nuisance. Rehousing request. 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 |