London & Quadrant Housing Trust (L&Q) (202213796)
The complaint is about: The landlord's response to the resident's report about dog fouling in front of her property. The landlord’s handling of 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
London & Quadrant Housing Trust (202109888)
The complaint is about the landlord’s: Handling of the resident’s reports of a leak into his property from above, resulting in damage to his bedroom ceiling. Handling of the resident’s reports of a flood on his balcony, resulting in damage to his internal flooring. Complaints handling.
London & Quadrant Housing Trust (202208849)
The complaint is about the landlord’s: Response to the resident’s reports of scaffolding around his property. Response to the resident’s reports of a leak that affected the communal garden. Handling of the associated complaint.
London & Quadrant Housing Trust (202204225)
The complaint is about: the landlord’s handling of the resident’s request for large print communications from its contractors; the landlord’s handling of the complaint.
London & Quadrant Housing Trust (202108899)
The complaint is about the landlord’s response to the resident’s reports about: the immersion heater and loss of hot water. mice issues in the property. a kitchen upgrade.
London & Quadrant Housing Trust (202207296)
The complaint is about the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response to the resident’s personal items being damaged by paint. This Service has also considered the landlord’s handling of the complaint.
London & Quadrant Housing Trust (202127773)
The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s associated complaint.
London & Quadrant Housing Trust (202104577)
This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint handling.
London & Quadrant Housing Trust (202016578)
The complaint is about the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.
London & Quadrant Housing Trust (201702669)
The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The landlord’s response to the complaint about the management of the building. The landlord’s response to the questions about the service charges. The landlord’s handling of the formal complaint.
London & Quadrant Housing Trust (202103674)
This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling of various reported repairs to the property’s plumbing and heating systems; handling of the resident’s concerns around anti-social behaviour (ASB); handling of repairs to the property’s windows and doors; complaint …
London & Quadrant Housing Trust (L&Q) (202109081)
The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the resident’s reports of a repair to the boiler in October 2020. Handling of the resident’s reports of condensation issues in the loft. Complaint handling.
London & Quadrant Housing Trust (202008929)
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
London & Quadrant Housing Trust (202104433)
The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident was transferred to that were reported after completion of the …
London & Quadrant Housing Trust (202108843)
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 2022 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. […]
London & Quadrant Housing Trust (202118979)
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
London & Quadrant Housing Trust (202008983)
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
London & Quadrant Housing Trust (202104623)
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to the resident’s bathroom in 2019. The associated complaint.
London & Quadrant Housing Trust (202112117)
The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s property. Response to the resident’s request to see invoices relating …
London & Quadrant Housing Trust (202105440)
The complaint concerns the landlord’s handling of: The landlord’s response to the resident’s reports of no hot water or heating in the property. The associated formal complaint into the matter.
London & Quadrant Housing Trust (201910665)
The complaint is regarding: The landlord’s handling of a leak in the resident’s property. The resident being left without heating and hot water for a period. The level of compensation offered by the landlord. This Service has also considered the landlord’s complaint handling in this case.
London & Quadrant Housing Trust (202004850)
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s concerns about repairs to various areas of his property. the associated complaint.
London & Quadrant Housing Trust (202015780)
REPORT COMPLAINT 202015780 London & Quadrant Housing Trust 31 March 2022 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. […]
London & Quadrant Housing Trust (202005079)
The complaint is about: The landlords handling of allegations made about the resident by its contractor; the capping of the resident’s gas supply; the subsequent boiler repairs, and; complaint handling.
London & Quadrant Housing Trust (202108941)
REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 March 2022 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. […]
London & Quadrant Housing Trust (202010235)
The complaint is about the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. Response to reports that the kitchen needed replacing. Handling of the recent kitchen redesigns. Complaint handling.
London & Quadrant Housing Trust (202017187)
The complaint is about: The landlord’s handling of repairs at the property, specifically, repairs to the intercom. roof and bath taps and bathroom sink. The landlord’s handling of the complaint. The landlord’s handling of a transfer request. The level of rent and rent increase.
London & Quadrant Housing Trust (201916247)
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
London & Quadrant Housing Trust (202005403)
The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be rehoused. The resident’s reports of damp and mould at his property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (202008449)
The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.
London & Quadrant Housing Trust (202015026)
REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 December 2021 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. […]
London & Quadrant Housing Trust (202015723)
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
London & Quadrant Housing Trust (202112196)
REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 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. […]
London & Quadrant Housing Trust (202100123)
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.
London & Quadrant Housing Trust (202017302)
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.
London & Quadrant Housing Trust (202005641)
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
London & Quadrant Housing Trust (202104947)
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
London & Quadrant Housing Trust (202103839)
The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.
London & Quadrant Housing Trust (202003604)
This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s overall management of the servicing of the heat interface units (HIUs). The landlord’s decision to reintroduce a heating and water charge.
London & Quadrant Housing Trust (202014685)
This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports of boiler repairs in October 2020. Request for assistance with the costs of home improvements/disability adaptations. Subsequent formal complaint. Reports of the effects the boiler and tree issues had on …
London & Quadrant Housing Trust (202017452)
The complaint concerns: The landlord charging the resident for a service charge he was not liable for. The landlord’s handling of the resident’s enquiries and complaint.
London & Quadrant Housing Trust (202015079)
The complaint is about: The condition of the property when the resident moved in there. The landlord’s handling of the subsequent repairs to the resident’s property. The landlord’s associated complaint handling.
London & Quadrant Housing Trust (202105179)
The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for additional heating costs associated with the rear door repair.
London & Quadrant Housing Trust (202002368)
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service …
London & Quadrant Housing Trust (202017370)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door …
London & Quadrant Housing Trust (201912002)
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.
London & Quadrant Housing Trust (202006559)
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (201910580)
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 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. […]
London & Quadrant Housing Trust (202003007)
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to the resident’s request for a management move. The landlord’s complaint …
London & Quadrant Housing Trust (L&Q) (201914859)
This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his building. The landlord’s handling of the resident’s request to move. The landlord’s handling of, and response to, the findings of the building’s 2018 Fire Safety Assessment.
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)