London & Quadrant Housing Trust (L&Q) (202317961)
The complaint is about the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
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.
Decisions
Notting Hill Genesis (NHG) (202214662)
The complaint is about the landlord’s handling of: Administration of service charges and rent account. Reports of disrepair and provision of cyclical works. The complaint.
Dudley Metropolitan Borough Council (202119458)
The complaint is about the landlord’s: handling of the resident’s application for a housing transfer; record keeping; handling of the resident’s concerns about the structural safety of his property; handling of the resident’s associated complaint.
Gentoo Group Limited (202301802)
The complaint is about the landlord’s handling of: Plastering repairs to the resident’s bedroom and living room. Repairs reported by the resident including repairs to the floorboards in the living room due to a woodworm infestation, repairs to the bathroom, repairs to the gutters and subsequent reports of damp and …
Notting Hill Genesis (NHG) (202300960)
The complaint is about the landlord’s handling of the resident’s: Reports about the security of her bedroom windows and door. Formal complaint.
Platform Housing Group Limited (202226057)
The complaint is about: The landlord’s handling of the rent account. The installation of solar panels and provision of certification. The landlord's handling of concerns regarding the efficiency and cost of the heating system. The landlord's handling of reports of damp and mould. The landlord's handling of the complaint.
Christian Action (Enfield) Housing Association Limited (202310927)
The complaint is about the landlord’s: Response to repair issues. Response to the resident’s request to be rehoused.
Citizen Housing (202222927)
The complaint is about the landlord’s handling of: The resident’s report of a water leak from an upstairs property into her bathroom and the associated repairs. The planned kitchen replacement. The resident’s concerns regarding staff conduct. This Service has also considered the landlord’s complaint handling.
Paragon Asra Housing Limited (202304553)
The complaint is about the landlord’s handling of: A leak in the resident’s home, and the resulting damp and mould. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202224691)
The complaint is about the landlord’s response to the resident’s: Request for a lift repair. Request for a window repair. Reports of antisocial behaviour in the communal bin shed. The Ombudsman has also considered the landlord’s complaint handling.
Places for People Group Limited (202214143)
The complaint is about the landlord’s handling of: Repairs to the patio doors and bedroom window. Repairs to the bathroom extractor fan. Repairs to the front and back doors.
Bristol City Council (202203631)
The complaint is about the landlord’s handling of the resident’s: Reports of repeated flooding at his property. Claim for compensation for damage to his possessions. Complaint.
London Borough of Hackney (202224483)
The complaint is about the landlord’s handling of: Issues with the resident’s gas appliances and roof. Repairs to the resident’s kitchen, taps and boiler following a leak in the property. The associated complaint.
Citizen Housing (202216412)
The complaint is about the landlord’s handling of: Reports of uncovered wiring. Repairs to the bathroom wall. Repairs to the balcony door. Repairs to the bedroom window. The resident’s complaint.
Housing Solutions (202222020)
The complaint is about: The landlord’s decision to restrict the resident’s contact. The landlord’s response to the resident’s request for the landlord to apply a £400 rebate to his electricity account. The landlord’s complaint handling.
Hyde Housing Association Limited (202208656)
The complaint is about the landlord’s response to the resident’s concerns about a right to buy (RTB) application. This Service has also considered the landlord’s handling of the complaint.
Hyde Housing Association Limited (202210077)
The complaint is about the: Landlord’s response to the resident’s concerns about the communication regarding dog fouling. Landlord’s handling of the outstanding repairs to the property. The Ombudsman has also considered the landlord’s complaint handling.
Islington and Shoreditch Housing Association Limited (202202116)
The complaint concerns the landlord’s handling of: The resident’s reporting of anti-social behaviour (ASB). The resident’s request to move. This report has also considered the landlord’s complaints handling.
Leeds City Council (202222091)
The complaint is about the landlord’s response to the resident’s concerns about: Having to pay rent whilst the disrepair was fixed. Damp and mould around windows in his property. The number of times the elevator broke down. Debris falling from the above balcony. The standard of painting at the property. …
London & Quadrant Housing Trust (L&Q) (202214912)
The complaint is about the landlord’s handling of: Repairs to the balcony. A complaint about the surveyor’s conduct. The erection of scaffolding. The associated complaint.
London & Quadrant Housing Trust (L&Q) (202215918)
The resident’s complaint is about: The landlord's response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The resident’s concerns about the landlord's letters of warning to the resident. The Ombudsman will consider the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202231549)
The complaint is about the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the property. The alternative accommodation provided following a fire. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202228277)
The complaint is about the landlord’s response to the resident’s concerns about: The resident’s reports of repairs required at the property. The management of the landlord’s contractors, including missing appointments, over the past 20 years.
MHS Homes Ltd (202230777)
The complaint is about the landlord's handling of: The allocation, nomination and suitability of the property. Reports of repairs in the property. Anti-social Behaviour (ASB). Parking allocation. The associated complaint.
Peabody Trust (202217434)
The complaint is about; The landlord's communication with the resident following his reports of defective street lighting. The associated complaint handling.
Peabody Trust (202225405)
The complaint is about the landlord’s response to: The resident’s reports of water ingress through the ceiling. The resident’s reports of damp and mould. The resident’s concerns about the standard of insulation and associated noise transference. The resident’s reports of repairs required to the water tank and his request for …
Peabody Trust (202231178)
The complaint concerns the landlord’s handling of the resident’s request for her neighbour’s CCTV to be removed. This report has also considered the landlord’s complaints handling.
Platform Housing Group Limited (202127521)
The complaint is about the landlord’s handling of the resident’s reports of cooking smells entering her property from her neighbour’s property. The Ombudsman has also considered the landlord’s complaint handling.
Poplar Housing And Regeneration Community Association Limited (202300483)
The complaint is about the landlords handling of: The resident’s reports of damp and mould in her property. The associated complaint that the resident made on 25 January 2023.
Sanctuary Housing Association (202230602)
The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of cooking facilities in her property. This report will also consider the landlords: Complaint handling; Record keeping.
Together Housing Association Limited (202206695)
The complaint is about the landlord’s handling of:
Accent Housing Limited (202225040)
The complaint is about: The landlord’s handling of the resident’s reports of a blocked communal drain pipe which caused damage to her property. The resident’s request for a drain maintenance plan. The resident’s concerns about what repairs had been funded from the association’s sinking/reserve fund. The landlord’s complaint handling.
Mid Devon District Council (202303628)
The complaint is about the landlord’s handling of: Reports of damp and mould at the resident’s property and her damaged belongings. A leak at the resident’s property.
Orbit Group Limited (202311304)
The complaint is about the landlord’s handling of a loss of hot water in the resident’s property and associated compensation. The Ombudsman has also investigated the landlord’s complaint handling.
Peabody Trust (202300529)
The complaint is about the landlord’s handling of the response to the resident’s concerns about staff conduct during a house visit. This Service has also investigated the landlord’s handling of the associated complaint.
Great Places Housing Association (202212905)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal areas. Concern about the amount of service charge levied for communal services. Request for compensation for a historic repair, and the associated complaint. Concern about the time taken to complete major works at the …
Shepherds Bush Housing Association Limited (202222910)
The complaint is about the landlord’s: Handling of repairs to the property. Response to reports of damage to personal property.
Great Places Housing Association (202225584)
The complaint is about the landlord’s: Handling of a leak from the resident’s boiler. Response to the resident’s report of no hot water and heating in her property.
The Guinness Partnership Limited (202300341)
The complaint is about the landlord’s: handling of the resident’s request for a bathroom adaptation, including its requirement for her to sign paperwork in relation to funding of the adaptation; response to the resident’s reports of holes in the bathroom following an asbestos survey.
The Riverside Group Limited (202223926)
The complaint is about: The landlord’s handling of the resident’s reports of flooding from his shower and its response to his request for compensation. The landlord’s handling of the associated complaints.
Ipswich Borough Council (202301620)
The complaint is about: The landlords handling of reports of damp and mould in the residents property. This service has also considered whether the landlord took into account its duties under the Equality Act 2010. The landlords handling of the residents complaint.
Islington Council (202302541)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould including associated repairs to air vents. Associated formal complaint.
Lewisham Council (202227774)
The complaint is about the landlord’s: handling of a flood from a neighbouring property; response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
Mid Devon District Council (202232822)
The complaint is about the landlord’s: Decision to recharge the resident for repairs to the toilet in her home. Handling of repairs to the toilet. The Ombudsman has also considered the landlord’s complaint handling and communication with the resident.
Midland Heart Limited (202010407)
The complaint is about the landlord's handling of: The installation of windows at the property. The resident's request to replace a skylight. The resident’s request for a new front door. The installation of a communal light sensor switch. The correspondence it sent to the resident as part of the gas …
Moat Homes Limited (202311616)
The resident complains about: concerns of asbestos and the asbestos sampling process damp and mould delays undertaking repairs the associated complaint and the compensation offer.
Oxford City Council (202220478)
The complaint is about the landlord’s: response to reports of damp and mould. response to reports about a loss of heating and hot water. complaint handling.
A2Dominion Housing Group Limited (202219811)
The complaint is about the landlord’s: response to reports of damage caused to the resident’s flooring following works to the property. complaint handling. The Ombudsman has also considered the landlord's record keeping.
Beyond Housing Limited (202304137)
The complaint is about the landlord’s handling of: The resident’s report of a rat infestation and subsequent repairs. The resident’s reports of multiple roof leaks and subsequent repairs. The resident’s reports of damp and mould.
Hammersmith and Fulham Council (202209327)
The complaint is about the landlord’s handling of: Repairs to the boiler. Repairs to the property. Damp and mould in the living room. The complaint.
Decisions by year
Read the chart values
| 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 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)