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.
REPORT COMPLAINT 202330012 London & Quadrant Housing Trust (L&Q) 13 August 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
REPORT COMPLAINT 202420420 London & Quadrant Housing Trust (L&Q) 11 July 2025 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 disrepair claim, including the associated repairs. Repairs to the resident’s extractor fans. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.
REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 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 concerns about the replacement of her toilet flush. the associated complaint.
The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling.
REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 2025 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 damp and mould and the subsequent repairs. Reports of damage to his personal belongings. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the boiler. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and associated damp and mould at her property. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge. Reports about delays in completing lift repairs. Reports about antisocial behaviour (ASB) caused by a neighbour. Reports about communal repairs, cleaning, and the caretaking service. …
The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal lifts. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An electrical repair to the resident’s property. Pest control in the communal area. Condition of communal areas including the stairway, walls and flooring outside the lift. Grounds …
The complaint is about the landlord's handling of the resident’s: Reports of a leak. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member contacting the resident’s GP without his consent.
The complaint is about the landlord’s handling of heating and hot water repairs in the resident’s property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint. There was maladministration in the landlord’s handling of the resident’s complaint as the landlord: Did not respond to the resident’s stage …
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns about staff conduct. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports about the condition of the property. The associated complaint.
The complaint is about the landlord’s: Communication about external cyclical maintenance works. Handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s heating and hot water system. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint.
The complaint is about the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff misconduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen units and flooring were damaged, following a leak. handling of the associated complaint.
The complaint is about the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of having no electricity. The landlord’s response to the resident’s concern about the communal front door. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint …
The complaint is about the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a boundary wall. Request for reimbursement following repairs to fencing. Complaint.
The complaint is about the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated complaint.
The complaint is about the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint.
The complaint is about the landlord’s: Handling of the resident’s reports about hot water service failures, and the level of compensation it subsequently offered her. Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the bathroom. repairs to the kitchen. the resident’s report about the behaviour of the landlord’s employees. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs to the property’s porch and subsequent damp and mould. Response to the resident’s reports of intermittent water leaks from the property above. Complaint handling.
| 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 |