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: 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 …
This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s report of a leak at the property she had been …
The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.
The complaint is about the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related to the condition of the windows and doors. the resident's report of repairs to heating and hot water system. the resident's report of repairs to bathroom. the resident's …
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s concerns about his neighbour’s video doorbell. The landlord’s complaint handling.
The complaint is about the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property; water damage caused by a slow leak resulting from the hand wash basin installation, and; complaint handling.
The complaint is about the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked at the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The resident’s reports of damp and mould following the leak. The related complaint.
The complaint is about the landlord’s: Handling of the resident’s request to transfer. Complaints handling.
The complaint is about the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen worktop; Handling of the resident’s request to have his carpet cleaned or replaced after paint or sealant was spilt on it; Handling of the replacement of the kitchen …
The complaint is about the landlord’s response to: The resident’s request for replacement windows and front door with a letterbox. The resident’s request for fencing repairs. The resident’s request for the landlord to install bollards to the rear of the property. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about information it shared with a third party. Response to the resident’s request for reasonable adjustments. Complaints handling.
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter allegation of noise nuisance made about the resident. Staff behaviour.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork). Decision to offset the credit on the resident’s service charge account against outstanding major works charges without informing the resident. Handling of the roof replacement. Complaint handling.
The complaint is about the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for damaged belongings. The resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their home. Reports of blockages to the kitchen and bathroom sinks. Complaint.
The complaint is regarding the landlord’s: Handling of several repair issues, including reported damp and mould. Response to the resident’s concerns regarding staff conduct. This Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about: The landlord's response to repairs to the property. The landlord's response to pest control issues. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the resident’s request that it buy back his 30% share in the property.
REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint is about the landlord’s response to: The resident’s reports of a rodent infestation. The resident’s application for re-housing due to medical grounds. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for compensation following his reports of leaks. Complaint handling.
The complaint is about: The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be refunded for service charges. The resident’s enquiries about service charges. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak from above into the bedroom and hall; Response to the resident’s request for compensation for water damaged items; Complaints handling.
The complaint is about: The landlord’s handling of the resident’s report of repairs to the shower. This report also considers: The landlord’s handling of the resident’s report of a leak to the bedroom from the shower. The landlord’s complaints handling. The landlord’s record keeping. The landlord’s offer of compensation.
The complaint is about the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of service charges. Estimated service charges for the year 2021 to 2022. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the year 2019 to 2020. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a transferred to a different property ; Handling of the resident’s concerns about the condition of her property and the associated repair works, including the removal …
The complaint is about the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective windows; Handling of hallway decorating works; Response to issues raised at the start of the tenancy; Complaint handling.
The complaint is about: The level of compensation offered by the landlord in relation to the toilet repairs. The landlord’s handling of multiple repairs (including windows, front and rear doors, subsidence concerns and external cracks in the property). The landlord’s communication and handling of asbestos concerns. The landlord’s communication about …
The complaint is about the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.
This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around handling service charge funds. The landlord’s: Section 20 notices; Handling of a balcony design fault; Preparation for compliance with upcoming safety legislation; Response to a heat network consultation; Complaint handling.
The complaint is about the landlord’s response to: The resident’s report of noise from her upstairs neighbour. Reports about outstanding repairs following several leaks. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of the subsequent repairs to the bathroom. Complaint handling.
The complaint is about: The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation offer. The landlord’s complaint handling.
This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response to the resident’s various disrepair concerns; Complaint handling; Record keeping.
The complaint is about: The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The landlord’s handling of the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports about damp and mould including its handling of the resident’s repair requests, including roof, window, brickwork, and extractor fan repairs. The landlord’s response to the resident’s request to be compensated for the damage caused to their possessions by damp. …
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving the resident to a new property. The Ombudsman has also considered the landlord’s consideration of the resident’s disability, health and wellbeing.
| 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 |