London & Quadrant Housing Trust (L&Q) (202208378)
The landlord's response to the resident's queries about service charges. The landlord’s handling of the 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
Norwich City Council (202201741)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould in her property. Complaint handling.
Nottingham City Homes Limited (202228693)
The complaint is about the landlord’s handling of the resident’s reports of damage to her kitchen cupboards.
Notting Hill Genesis (NHG) (202127928)
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of poor staff conduct. The complaint.
Peabody Trust (202232175)
The complaint is about: The landlord’s response to the resident’s reports about a leak from a leaseholder property. The landlord’s response to the resident’s reports of damp and mould. The landlord’s complaint handling.
Reading Borough Council (202224195)
The complaint is about the landlord's response to reports of a protruding gas pipe.
Tower Hamlets Community Housing (202224268)
The complaint is about the landlord’s handling of the resident’s concerns about fly tipping and waste management on the estate where he lived.
Walsall Housing Group Limited (202205983)
The complaint is about the landlord’s handling of: The resident’s reports of issues with the water supply. Remedial works following excavation of the resident’s yard.
Westminster City Council (202125781)
The complaint is about:
Aster Group Limited (202230053)
The landlord’s handling of the resident’s request to assign his tenancy via a mutual exchange.
Bernicia Group (202219357)
The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the allocated property; Reports of antisocial behaviour (ASB) and noise nuisance; Concerns about the conduct of the housing director; Concerns about the condition of the windows; Request for a move; Request for compensation, including reimbursement …
Exeter City Council (202214034)
The complaint is about the landlord’s handling of: Leaks, damp, and mould at the resident’s property. Internal and external repairs at the resident’s property. The resident’s decant from her property.
Lambeth Council (202220999)
The complaint is about the landlords handing of leaks into the residents property and the resulting damage. The landlords handling of the residents complaint including the compensation offered.
Lambeth Council (202222640)
The complaint is about the landlord’s handling of the resident’s: Queries about her service charges. Formal complaint.
Leeds City Council (202209319)
The complaint is about the landlord’s response to the resident’s reports regarding water leaking from a window and resulting damage at her property.
London Borough of Hackney (202226213)
The complaint is about the landlord’s handling of outstanding repairs to the resident’s property, including the level of compensation offered. The Ombudsman has also investigated the landlord’s handling of the complaint.
Origin Housing Limited (202128464)
The complaint is about the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbouring property. Associated formal complaint.
Peabody Trust (202128489)
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
Richmond Housing Partnership Limited (202127228)
This complaint is about the landlord’s: Delays resolving repairs reported by the resident, and the level of compensation it offered her in response to them. Complaint Handling.
Southern Housing Group Limited (202218086)
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
Tower Hamlets Community Housing (202215996)
The complaint is about the landlord’s: Response to a leak into the resident’s bathroom. Complaint handling.
Walsall Housing Group Limited (202219666)
The resident’s complaint is about: The landlord’s handling of a dispute over the rear garden. The landlord’s handling of issues relating to a parking space. The Ombudsman has also considered the landlord’s complaint handling.
Wealden District Council (202216732)
The complaint is about the landlord’s handling of a repair to the resident’s heat pump.
West Kent Housing Association (202222048)
The complaint is about the landlord’s handling of the resident’s concerns regarding notice of cyclical works to her building, and related charges.
Believe Housing Limited (202208091)
The complaint is about the landlord’s: Handing of majors works. Response to damage to her closed-circuit television (CCTV).
Bromford Housing Group Limited (202210426)
The complaint is about the landlord’s: Response to the resident’s concerns about rising heating costs due to poor insulation in the property. Response to the resident’s reports of noise and smells coming from the binstores. Response to the resident's request to be rehoused. Handling of the resident’s complaints. This report …
Islington and Shoreditch Housing Association Limited (202205666)
The complaint is about the landlord’s handling of repairs to the resident’s boundary wall.
London Borough of Barnet (202215988)
The complaint is about the landlord’s handling of the ending of the resident’s tenancy.
London & Quadrant Housing Trust (L&Q) (202219957)
The complaint is about the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling.
London & Quadrant Housing Trust (L&Q) (202229881)
The complaint is about the landlord’s handling of the resident’s: Reports of uneven floors. Reports of repairs to the shower room and hallway. Reports of damp and mould. Complaints.
London & Quadrant Housing Trust (L&Q) (202314354)
The complaint is about the landlord letting a property to the resident without a carbon monoxide (CO) alarm.
Sovereign Housing Association Limited (202217063)
The complaint is about the landlord’s handling of the resident’s: Request for replacement windows. Concerns about the affordability of the property. Request for the storage heaters and aerial sockets to be relocated. Concerns about access to the water meter. Associated formal complaint.
Torus62 Limited (202222258)
The complaint is about the landlord’s response to the resident’s request for installation of CCTV in relation to Anti-social behaviour (ASB).
Tower Hamlets Homes (202214609)
The complaint is about the landlord’s response to the resident’s reports of leaks into his property in 2022.
Haringey London Borough Council (202229540)
The complaint is about the landlord’s handling of the resident’s: Request for window repairs. Request for ceiling repairs. The Ombudsman has also considered the landlord’s complaint handling.
Home Group Limited (202229518)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB), including safeguarding concerns; request for rehousing. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
London Borough of Newham (202217014)
The complaint is about the landlord’s response to a leak, remedial repairs, and damage caused by the leak.
London & Quadrant Housing Trust (L&Q) (202217010)
The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Midland Heart Limited (202220906)
The complaint is about the landlord's handling of reports of damp and mould.
Optivo (now Southern Housing) (202229428)
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling. The Housing Ombudsman has also considered the landlord’s record keeping.
South Kesteven District Council (202127106)
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould. Provision of keys for the windows in the property. Complaint handling.
Sovereign Network Homes (202209641)
The complaint is about: The landlord’s letting of the empty flat above the resident. The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from her upstairs neighbour. The landlord’s response to the resident’s statement that she was discriminated against on the grounds of ethnicity and …
Sovereign Network Homes (202220542)
The complaint is about the landlord’s handling of repairs to the kitchen. The Ombudsman has also investigated the landlord’s complaint handling.
Wandle Housing Association Limited (202225953)
The complaint is about the landlord’s response to the resident’s reports of fly tipping.
City of York Council (202205355)
The complaint is about the landlord’s response to the resident’s : Insurance claim; Subject access request (SAR); Reports of damp, mould and associated outstanding repairs; Complaint.
Clarion Housing Association Limited (202126890)
The complaint is about the landlord’s handling of the resident’s: contents insurance account. complaint.
Exeter City Council (202213098)
REPORT COMPLAINT 202213098 Exeter City Council 19 February 2024 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. […]
Haringey London Borough Council (202214875)
The complaint concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune the trees at the property. The resident’s request for the front communal door to be replaced. The repairs to the exterior wall vent. The one-off arrangement to maintain the front …
Leeds City Council (202217967)
The complaint is regarding the landlord’s: Handling of the resident’s concerns about the maintenance of communal and grassy areas in and around his block. Response to your reports of anti-social behaviour (ASB).
London & Quadrant Housing Trust (L&Q) (202202317)
REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
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)