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 handling of: Damp and mould in the property, and the subsequent damaged caused. The resident’s decant. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: A defect and replacement of the resident’s bath and bathroom tiles. The complaint. The landlord’s policy says it will acknowledge a complaint at stage 1 and 2 of its process within 5 working day. The resident raised her complaint on 28 June …
The complaint is about the landlord’s handling of: A request to terminate her tenancy. A request to set up a payment plan. The resident’s reports of anti-social behaviour (ASB). The resident’s formal complaint.
The complaint is about the landlord’s handling of reports of residue in the property.
The complaint is about the landlord’s handling of: Window repairs. Boiler repairs. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property. We have also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s handling of repairs to a leak through the bedroom ceiling. The Ombudsman has also considered the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202421680 London & Quadrant Housing Trust (L&Q) 22 September 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 service charge queries. The resident’s reports about the conduct of a member of staff. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damaged flooring, damp, and mould in the property. Associated formal 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 requests for it to: replace the front and back doors. upgrade the heating system.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould. Repairs. This Service has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202427013 Magenta Living 15 May 2025 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. This […]
The complaint is about the landlord’s handling of: The resident’s request for information relating to her service charge. The associated complaint.
The complaint is about the landlord's handling of: Repairs to the front door and hallway entrance door as well as defective windows. The resident's request to transfer his tenancy from a joint to a sole tenancy. Issuing the resident a £500 refund. The associated complaint.
The complaint is about the landlord’s handling of: A leak from the toilet causing damage to the resident’s home. The subsequent damp and mould.
The complaint is about the landlord’s: Handling of reports of damp and mould at the property. Response to reports of a damaged internal door. Handling of issues with the garden. Complaint handling.
The complaint is about the landlord’s responses to the resident’s: reports of a leak through around his living room window causing damp. associated complaint.
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of: Reports of damp and mould. The associated formal complaint.
The complaint is about:
The complaint is about: The landlord’s response to the resident’s concerns about major works. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about the standard of cleanliness in communal areas outside his property. Associated complaint.
The resident’s complaint is about the landlord’s response to her reports regarding damp and mould in her property.
The complaint is about the landlords handling of recurring garden drainage issues.
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of antisocial behaviour (ASB) and harassment against the leaseholder from her neighbour.
The complaint is about the landlord’s handling of: Repairs to the resident’s windows and doors. The resident’s reports of antisocial behaviour (ASB). A compensation payment for a previous repair. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for a roof covering to be installed over his car parking space. Reports of fly tipping and that grounds maintenance was not being carried out. Reports that the communal door and corridor was causing noise nuisance. The Ombudsman has …
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 antisocial behaviour from an upstairs neighbour.
This complaint is about the landlord’s decision to remove personal items from communal areas and its handling of the matter.
The complaint is about the landlord’s: Handling of the resident’s request for temporary accommodation or respite care during repairs. Handling of repairs to the resident’s wet room. Response to the resident's request for a key safe box. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak and subsequent reports of damp. The Ombudsman has also investigated the landlord’s associated complaint handling.
The landlord’s response to the resident’s complaint about the presence of asbestos in her property.
The complaint is about the landlord’s handling of the resident’s reports of a broken tile.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak and subsequent damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports about her kitchen ceiling. Requests to move. Complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the level of service charges. Request for information about service charges. Concerns about communal repairs. Concerns about communal cleaning. Concerns about the management of anti social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report that its surveyor attended the property without prior arrangement. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s request for further information about a service charge. the resident’s associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the conduct of contractors. Repair of damage caused by contractors. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s handling of: The resident’s reports of dampness and the associated repairs. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and shower repairs. Formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of guttering repairs, pointing, and painting works at the resident’s building.
The complaint is about the landlord’s handling of the resident’s report of water ingress into his flat. The Ombudsman has also assessed the landlord’s complaint handling and record keeping.
| 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 |