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 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.
The complaint is about the landlord’s response to the resident’s reports about: The installation of a downstairs toilet at the property. The landlord’s complaints handling.
This complaint is about the landlord’s handling of: the reports of damp to the resident’s bedroom; the maintenance of the garden since a Highways Notice was issued in July 2020; the related complaint.
This complaint is about. The landlord’s handling of repairs to the heating and hot water system. The landlord’s response to a request for compensation. The Ombudsman has also considered the landlord handling of the complaint.
This complaint is about the landlord’s handling of: the resident’s noise nuisance reports; the resident’s request for it to install sound proofing; the resident’s claim that it discriminated against him under the Equality Act (2010).
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. […]
The complaint is about the landlord’s: Handling of repairs and major works to the resident’s windows. Communication with the resident about the replacement windows. Decision not to provide the resident with secondary glazing. Handling of the complaint.
The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of its call recordings; decision to only allow its staff to …
The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s handling.
The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire alarm. Decision to include charges for the maintenance of the …
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
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. […]
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.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs …
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.
The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.
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.
The complaint is about: The resident’s request for a refund of her rent and service charges. The landlord’s handling of the resident’s staircasing request. The landlord’s associated complaint handling.
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.
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 …
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.
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.
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.
The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.
This complaint relates to: the landlord’s handling of the resident’s reports of a water outage. the actions of the managing agent.
This complaint is about the landlord’s response to: The resident’s reports of leaks from the roof of his property. The resident’s reports of damage to his property caused by leaks from the roof. The landlord’s complaint handling and record keeping.
The complaint is about the landlord’s: Response to the resident’s concerns that its contractors had not adhered to Covid-19 safety measures when working in her property. Response to the resident’s concerns regarding missed and unannounced appointments by its contractors. Response to the resident’s concerns that cooking facilities were not provided …
The complaint refers to: The landlord’s handling of the resident’s internal transfer request and communication about this. The landlord’s response to the resident’s request to install a dishwasher and washing machine in her current property. The landlord’s handling of the associated complaint.
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 …
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 …
The complaint is about the landlord’s handling of the leaseholder’s complaint about: His reports of a leak outside his property. His request for information on making an insurance claim. Events that occurred after the final complaint response of 7 December 2020.
The complaint is regarding: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of ASB reports made against the resident. The landlord’s complaint handling.
The complaint concerns: The landlord’s response to the resident’s reports of the condition of the communal bin store serving her property; it’s decision to decline the resident’s request for a management transfer; the effect the situation has had on her family’s health; how the resident’s request to be rehoused on …
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.
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.
The complaint refers to the landlord’s response to the resident’s concerns about: The grounds maintenance provided at the property. The service charge associated with grounds maintenance at the property.
The resident complains: That she and her late husband were not informed and consulted before a development project commenced. About the landlord’s response to reports of noise disturbance and vibration from construction work at an adjacent development site, and the level of support provided. That allocated parking was not provided …
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. […]
The complaint is about the landlord’s response to the resident’s: reports regarding the conduct of the landlord’s employee; reports regarding parking enforcement and works; reports regarding repairs to a communal door; request for information regarding her service charge; request for the window cleaning schedule, lift maintenance schedule, and for grounds …
The complaint is about the landlord’s: Response to the resident’s reports of repair to an aerial. Response to reports from the landlord’s contractor of abusive behaviour by the resident. Complaint handling.
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 …
The complaint is about: The landlord’s handling of the resident’s repair request The compensation offered by the landlord for a lack of heating The process and condition of the property at the start of the resident’s tenancy; and The landlord’s decision to increase the rent. The Ombudsman has also considered …
The complaint is regarding landlord’s response to the resident’s concerns about: a faulty boiler at her property. her succession application. her Subject Access Request. the issues with her boiler affecting her health. the associated complaint.
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.
The complaint concerns: the landlord’s handling of the resident’s reports of excessive heat and cold in the property. the landlord’s complaint handling. the landlord’s handling of the resident’s reports of mould and condensation in the property. the impact the condition of the property had on the resident and her family’s …
The complaint is about the landlord’s handling of the resident’s: request for CCTV to be installed; requests for repairs to the communal door; reports of littering around the property; associated formal 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 |