Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 1,106 published decisions.
London & Quadrant Housing Trust's maladministration rate (82%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202528883 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about shattered balcony door and bedroom window glass, due to delays in communicating repair responsibility, failure to properly…
202508355 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated breakdowns of the communal lift, including a delay in considering whether to replace it, and service failure in its complaint handling because…
202403694 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating and hot water, and maladministration in its complaint handling. The landlord mistook the complaint for a separate…
202534621 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's boiler repairs: it acknowledged missed appointments and delay in resolving the repair (reported July 2025, boiler replaced January…
202404250 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's enquiries about her lease, where the landlord initially gave incorrect information about a covenant but took reasonable steps to…
202344015 Housing association
Maladministration found in the landlord's response to the resident's reports of ceiling repairs, which were significantly delayed from May 2022 until June 2024 with poor record keeping and failure to address safety…
202337541 Housing association
Service failure was found in the landlord's handling of the resident's repair requests because it failed to consider his vulnerabilities, did not consider the shower door under its adaptations policy, and did not fully…
202406849 Housing association
There was service failure by the landlord in its response to concerns about the quality of bedroom decorative works, because it asked the resident to repurchase paint rather than reimbursing her. There was…
202527715 Housing association
Maladministration was found in the landlord's handling of the resident's damp and mould reports due to delays completing remedial work identified in January 2025 and poor communication. Service failure was found in the…
202432619 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge queries — its answers were incomplete, unevidenced and failed to substantiate or explain charges or follow through on…
202345131 Housing association
The landlord delayed responding to the resident's service charge query and did not comply with its complaints policy, but it acknowledged the failings, provided the service charge information, signposted her to further…
202432891 Housing association
Service failure was found in the landlord's handling of window repairs due to poor communication and missed opportunities to progress the repair between July and September 2024. Maladministration was found in the…
202542202 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's bathroom and kitchen renewal requests due to poor communication and failure to follow its major works referral procedure, ordering £100…
202500537 Housing association
Maladministration found in the landlord's handling of the resident's concerns about service charges, which it repeatedly applied and removed over several years without fully resolving the issue of future charges or…
202534798 Housing association
Maladministration was found in the landlord's handling of the resident's roof repairs due to delays exceeding its repairs policy timescales, poor record keeping, and ineffective communication. Reasonable redress was…
202410151 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damage to the bedroom wall and associated repairs, including redecoration, due to significant delays exceeding its repair…
202416258 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould repairs, which took over a year to complete with prolonged unexplained delays and failure to consider the household's vulnerabilities. It…
202524733 Housing association
Maladministration found in the landlord's handling of the resident's property condition concerns (windows, doors, electrics, damp and mould), including unreasonable delays, failure to follow its property access policy,…
202527927 Housing association
The landlord delayed attending to the resident's reported electric shower repair (attending after 13 working days instead of within 24 hours, given her vulnerabilities). The Ombudsman found service failure and ordered…
202426890 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating, which remained unresolved for over a year due to poor monitoring, record-keeping and communication. The landlord…
202437801 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent leak and resulting damp and mould, which continued for 13 months after the complaints process ended, and service failure in its complaint…
202534314 Housing association
There was maladministration in the landlord's response to the resident's report of a leak from the property above. The landlord attended within emergency timescales and took investigative steps, but the ongoing leak…
202505877 Housing association
Service failure was found in the landlord's handling of reports of a roof leak and associated repairs, as the complex roof repair exceeded its 40-working-day target (completed 90 working days after report), causing…
202424011 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries and information requests, and in its complaint handling. The landlord failed to provide sufficient information to…
202506848 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of water leaks, due to ineffective investigation management, poor communication and delays in establishing responsibility for…
202517130 Housing association
The landlord's handling of repairs after a burst pipe amounted to maladministration: it failed to meet repair policy timescales, did not apply service adjustments for the resident's vulnerability, and did not consider…
202449753 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of excessive noise and in its handling of her rehousing request, and reasonable redress in its handling of the associated…
202446628 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of multiple repairs, which remained unresolved 14 months after the final response despite the landlord agreeing to arrange an…
202428660 Housing association
The Ombudsman found maladministration in the landlord's response to reports of water damage, recognising the cumulative impact of repeated leaks and water damage on the resident, and service failure in its complaint…
202534527 Housing association
The landlord was found to have maladministration in its response to the resident's boiler repair request. The resident was without heating and hot water for 53 days due to the landlord failing to resolve the repair,…
202504303 Housing association
The complaint concerned the landlord's handling of repairs to the resident's ceiling, which had partially collapsed after a leak from the property above. The complaint was resolved with the Ombudsman's intervention: the…
202348278 Housing association
The complaint about the landlord's handling of repairs to communal car park lights was resolved with the Ombudsman's intervention. The landlord agreed to apologise and pay £150 compensation for the delayed complaint…
202523865 Housing association
Maladministration was found in the landlord's handling of compensation for damp and mould repairs and balcony repairs. The landlord understated the duration of the balcony leak by using an incorrect start date and…
202308388 Housing association
The Ombudsman found service failure in the landlord's handling of pest reports and fly-tipping concerns, and maladministration in its handling of communal door repairs due to repeated delays, poor records and…
202429116 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's water ingress reports, as the landlord's £300 compensation offer was proportionate and aligned with guidance. However, there was…
202525090 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to doors and windows, including failure to address a second missed appointment, failure to respond to damp and mould reports, and a delay of…
202405973 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak into a communal area and its complaint handling. The landlord apologised for repair delays and offered £960 compensation which was…
202425653 Housing association
The landlord delayed resolving a leak and repairing a collapsed bedroom ceiling for many months, with poor coordination and record keeping. However, it acknowledged its failings, offered compensation, and settled a…
202428645 Housing association
Service failure was found in the landlord's handling of intercom repairs (it did not consider the cumulative impact of repeated faults over two months or explain emergency prioritisation) and in its complaint handling…
202537150 Housing association
The Ombudsman found maladministration in the landlord's handling of a prolonged mice infestation and kitchen replacement, where repairs were delayed or ineffective and risks to the household's health and wellbeing were…
202339471 Housing association
The complaint about the landlord's handling of roof repairs and complaints was resolved with the Ombudsman's intervention. The landlord agreed to pay a total of £2,110 compensation (including £1,280 previously offered),…
202403437 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for the 2017/2018 final service charge accounts, due to a lack of proactive updates and missed deadlines over a significant…
202525025 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and water ingress, which remained unresolved more than two years after the first report due to significant…
202338211 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a bathroom leak, due to an unreasonable delay of 58 working days in providing insurance details. It also found service failure…
202537391 Housing association
The Ombudsman found service failure in the landlord's handling of a leaking stack pipe and damp and mould, maladministration in its handling of bedroom wall plaster repairs, and service failure in its complaint…
202528037 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould, which remained unresolved for over 9 months since the initial report, with the landlord failing to identify the source of…
202523567 Housing association
The Ombudsman found maladministration in the landlord's response to a recurring roof leak, which involved extensive delays, ineffective repairs, poor communication and record-keeping failures over approximately 10…
202410241 Housing association
There was maladministration in the landlord's response to reports of a radiator leak and its turning off of the water supply, due to delays, miscommunication, incorrect repair orders and access issues that left the…
202412129 Housing association
The complaint about the landlord's response to repair requests for a metal carpet strip was found to be outside the Ombudsman's jurisdiction, as it concerned a minor fixture within the resident's own repairing…
202418278 Housing association
Service failure found in the landlord's handling of outstanding boiler repairs, which took 6 months to fully resolve with repeated failed appointments and no demonstrated learning. The landlord offered reasonable…
202333137 Housing association
The Ombudsman found service failure in how the landlord dealt with the resident's enquiries about an EPC and his request for rehousing on medical grounds, ordering £250 compensation. It found no maladministration…
202529566 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs, which were delayed for an extended period with poor communication, failure to consider interim measures, and failure to address the…
202326097 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for failing to provide or arrange access to evidence of actual costs and supporting documents for the resident's 2022-2023 service charges,…
202341926 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise transference reports and in its complaint handling. The landlord delayed investigating noise reports, gave conflicting…
202436718 Housing association
The service charge accounting method was found to be outside jurisdiction (better suited for the First Tier Tribunal). However, the Ombudsman found maladministration in the landlord's provision of information about…
202450079 Housing association
Maladministration was found in the landlord's handling of the resident's request for a replacement front door and repairs to a back doorstep, because it failed to consider the resident's vulnerabilities, lost the OT…
202500435 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leak from the flat above and resulting damage to the resident's flat, due to excessive delays (357 days for the leak repair and 463 days…
202340712 Housing association
The landlord was found to have committed service failure both in its response to the resident's reports of a faulty communal lift (failing to consider her vulnerability, proactively communicate, or complete a…
202410130 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report of an electrical fault, as it complied with its repair policy and took reasonable steps to reschedule a missed appointment.…
202504846 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of heating issues, which took 88 days to resolve against its 20-day policy, with missed appointments and poor coordination. It…
202336647 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a bathroom leak and its complaint handling. The landlord took 95 days to repair the leak, failing its own repair policy, and had significant complaint…
202425699 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, as it failed to take account of her reported vulnerabilities and did not follow up on a promised window…
202533005 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, due to significant delays in completing repairs (including a 10-month roof delay,…
202520268 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak in his bedroom, due to delays in completing the repair outside policy timescales and poor record keeping and…
202507080 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs, including failure to explain the scope of its investigation, not recognising the front gate repair delay, failing to…
202417059 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's kitchen and living room floors, due to poor record keeping, unreasonable delays (338 working days for the kitchen floor), and…
202414100 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, as structural contributors identified in March 2024 were not resolved within a reasonable timeframe, exposing…
202443463 Housing association
Maladministration in the landlord's response to a communal waste stack leak into the resident's bathroom: unreasonable delay (July 2024 to June 2025), failure to assess sanitation/health risks given young children,…
202332218 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, which remained unresolved more than two years after being raised, with poor record…
202519749 Housing association
Severe maladministration was found in the landlord's response to repeated leaks and associated damp and mould that continued for more than 22 months, with poor record keeping, contractor management and failure to…
202522963 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (damp and mould related), which were not completed in line with its repairs policy timescale and with poor communication, and…
202411373 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ongoing damp and mould, including failures to share the management company's position, clarify repair responsibilities,…
202424174 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's request to remain in her temporary property and in its complaint handling, on the basis it pays the compensation offered (£500 and £160…
202338664 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of intermittent heating and hot water (including a failure to acknowledge a report of mould and assess potential hazards) and…
202400282 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the communal entrance door and door entry system. The landlord took 55 days to resolve the initial fault and intermittent issues persisted for…
202508617 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the solar panel system, which it delayed repairing well beyond its repairs policy timescale, and in its handling…
202434109 Housing association
The landlord did not repair a reported leak or address the resulting kitchen damp within its policy timeframes, with delays and poor communication over a roughly 7-month period. The Ombudsman found maladministration and…
202334349 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of the resident's ASB reports and rehousing request, its failure to account for his vulnerabilities (including BSL…
202440220 Housing association
Maladministration was found in the landlord's response to reports of a nuisance smell (delays in ASB handling, failure to arrange an out-of-hours visit to witness the smell, and refusal to investigate drains as a…
202334282 Housing association
The Ombudsman found maladministration in the landlord's handling of heating and hot water repairs, due to repeated outages over two winters, unreliable records, and poor communication about the heat network and its…
202510183 Housing association
The complaint about the landlord's handling of damp and mould reports was found to be outside the Ombudsman's jurisdiction because the resident raised the same issues in court proceedings, and legal proceedings had been…
202423640 Housing association
The Ombudsman found maladministration in the landlord's handling of pest control and associated proofing works, and in its complaint handling. The landlord failed to complete proofing works to the kitchen, failed to…
202516158 Housing association
The Ombudsman found severe maladministration in the landlord's handling of roof repairs, where avoidable delays, poor communication and a failure to manage expectations left a leaking roof unresolved for a significant…
202426646 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs to a garden wall, which had been outstanding since 2022 with repeated delays and no meaningful resolution. It also…
202346774 Housing association
The Ombudsman found no maladministration in the landlord's response to a request for a ceiling repair: it acted within its repairs policy (which does not require it to carry out decorative works), reviewed the quality…
202423763 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about safety concerns and a managed move, and no maladministration in its communication about the managed move. It found maladministration…
202409207 Housing association
The Ombudsman found reasonable redress for both the landlord's handling of repairs to a bathroom radiator leak and its complaint handling, so made no orders to put things right. The landlord had taken 302 calendar days…
202407303 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a defective bath-shower: it identified an electric shower as the appropriate solution in September 2023 but did not install…
202230509 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including significant delays and unresolved root causes, while its complaint handling offer of £60 was…
202335298 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about a crumbling concrete fence post, as its decision not to replace the post was in line with its repairs policy (which…
202431536 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak: it unreasonably delayed arranging scaffolding, kept the resident poorly informed, and took almost 7 months to resolve the leak, exceeding…
202403156 Housing association
The Ombudsman found the landlord offered reasonable redress for failing to respond to the resident's noise nuisance reports in line with its ASB policy, and for issuing its stage 2 complaint response over 12 months…
202414893 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust in its handling of the resident's request for pigeon proofing works to her balcony, as it failed to comply with its repair policy by not assessing…
202217857 Housing association
The Ombudsman found service failure in the landlord's handling of a mice infestation (delayed inspection and outstanding proofing works), maladministration in its handling of repairs (significant delays, poor…
202343322 Housing association
The complaint about the landlord's handling of the resident's service charge queries was resolved with the Ombudsman's intervention. Both parties agreed a resolution under which the landlord will further explain its…
202328965 Housing association
London & Quadrant Housing Trust was found to have maladministered both its handling of reports of repairs needed to the communal lift and its handling of the resident's complaint. The Ombudsman ordered the landlord to…
202320721 Housing association
The landlord failed to follow its gas safety and void policies, allowing an uncapped gas cooker pipe to leak for 5 months after the tenancy began, exposing the resident and her family to a serious safety hazard. The…
202348232 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's water tank and in its associated complaint handling. The landlord failed to demonstrate it completed repairs within policy…
202523927 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a faulty communal lift (delays were due to external supply issues and additional faults, and the landlord took reasonable steps), service failure in…
202519819 Housing association
The Ombudsman found service failure in the landlord's handling of repairs and of the complaint, and maladministration in its handling of damp and mould, but no maladministration in its handling of the resident's…
202523365 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about her removal from its medical transfer list, as its explanation lacked detail and did not show how its policy applied to the…
202519929 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's safeguarding and security concerns (it failed to assess the risk following the report or offer advice on support/alternative security…
202519024 Housing association
There was maladministration in the landlord's handling of boiler repairs, which took too long, with multiple missed appointments, unclear records of access attempts and poor communication; there was no maladministration…
202513531 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould (an unreasonable delay in rectifying the leak and a failure to complete an up-to-date damp and mould…
202445227 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's wet room and of reports of damp and mould in the wet room, and service failure in its complaint handling. It ordered the…
202431947 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom and kitchen leak repairs, which took more than 7 months to complete against a 25-calendar-day routine repairs policy timescale, and service…
202409100 Housing association
There was maladministration in the landlord's handling of repairs to windows: it delayed measuring and replacing the windows (leaving the resident with broken windows for around 10 months) and mis-measured a window, and…
202301345 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, which took far longer than its policy allowed and left the resident out of her permanent home for approximately 19 months, and…
202448645 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and related repairs, and maladministration in its handling of the associated complaint. The landlord's compensation…
202442471 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs, as it failed to complete wet room repairs and address damp and mould within policy timescales despite knowing a child in the household…
202440409 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a reasonable adjustment to enable her to access her post, and service failure in its handling of her complaint. It ordered…
202437125 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's re-housing application — it failed to confirm the matter would go to its rehousing appeal panel and to consider whether a supporting…
202343720 Housing association
There was maladministration in the landlord's response to the resident's buildings insurance apportionment queries, as it did not acknowledge its failures or ensure its apportionment was in line with the lease. There…
202418050 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs due to inadequate communication, recordkeeping and a 14-month delay in completing the repair. It found reasonable redress in the complaint…
202440806 Housing association
Maladministration was found in the landlord's handling of the resident's roof repair due to its failure to complete follow-on work, delay in starting the Section 20 process, and poor communication. No maladministration…
202401518 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's queries about the calculation of service charges relating to an adopted road, because it failed to provide the actual calculations and…
202348140 Housing association
The Ombudsman found service failure in the landlord's response to a leaseholder's concerns about the section 20 consultation process, and maladministration in its handling of the complaint. The landlord failed to…
202448340 Housing association
The Ombudsman found maladministration in the landlord's response to reports of loss of heating and hot water and its maintenance of the communal heating system, and maladministration in its complaint handling. The…
202523925 Housing association
The landlord's initial roof leak inspection was booked significantly outside its repair timescales (about 4 months out), but it made reasonable efforts to bring it forward, recognised its failings, apologised, and…
202425402 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about staff conduct, as it investigated fairly and proportionately. However, it found service failure in the landlord's…
202507884 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and subsequent floor damage, and maladministration in its handling of the complaint. The landlord was ordered to…
202500555 Housing association
The Ombudsman found maladministration in the landlord's response to concerns about a shed (a potential fire risk) and the handling of repairs, and in its complaint handling. The landlord failed to take legal action to…
202417196 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's heating and hot water repairs, having failed to provide a long-term solution, caused prolonged loss of hot water and offered…
202333539 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs following leaks (including collapsed ceilings, electrics, and damp and mould), and maladministration in its handling of backdoor…
202521452 Housing association
The resident asked the landlord to replace her front door and windows. The Ombudsman found no maladministration: the landlord reasonably decided to replace the door and windows through its planned works programme while…
202517536 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs, which left the resident without heating and hot water for 12 days over winter and failed to complete a promised full boiler assessment.…
202433298 Housing association
The Ombudsman found service failure in the landlord's communication about planned damp and mould repairs (it did not provide agreed weekly updates or the full schedule of works) and maladministration in its handling of…
202402232 Housing association
The Ombudsman found no maladministration in the landlord's handling of front door repairs, and no maladministration in its handling of the boiler and garden issues (which were already considered in a prior complaint and…
202442705 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about the communal intercom system upgrade, and no maladministration in its handling of the complaint. The landlord…
202528173 Housing association
The landlord failed to follow its repairs policy timescales for the resident's damp and mould reports, delayed a follow-up inspection by around 9 months, and did not acknowledge its delays. It also delayed its stage 2…
202404400 Housing association
The complaint about the landlord's handling of reasonable adjustments, contractor notification and record keeping was found to be outside the Ombudsman's jurisdiction because the resident is pursuing the same or related…
202524014 Housing association
The Ombudsman found maladministration in the landlord's response to reports of ASB: it failed to reallocate a high-priority ASB case during staff absence so it went uninvestigated, did not carry out up-to-date risk…
202341427 Housing association
The Ombudsman found service failure in the landlord's handling of compensation for repair delays, as it did not use a consistent formula and its final offer did not reflect the full period the resident was affected. It…
202514409 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports — it took several reasonable steps (risk assessment, warning, injunction, support) but failed to act in line with its policy…
202326123 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a faulty communal lift, which took 11 months to achieve a lasting repair with poor proactive communication, and maladministration in its…
202430425 Housing association
The landlord agreed to carry out repairs (water-staining treatment and repointing) at a shared-owner's property but failed to complete them in a reasonable time, poorly coordinated the works and failed to communicate…
202231407 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and resultant damage, due to delays in repairing the kitchen unit and flooring, poor record keeping, inconsistent…
202425018 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the property condition (it had offered £310 for failing to recognise the resident's vulnerabilities), maladministration in its handling of damp and…
202406939 Housing association
The Ombudsman found the complaint about bathroom renovations outside jurisdiction as it had not completed the landlord's complaints process; service failure in the landlord's handling of boiler recall concerns, as it…
202346886 Housing association
Maladministration found in the landlord's handling of reports of undersized/underperforming radiators (unreliable heat loss survey data, delayed follow-up) and draughty windows (delayed repairs, failure to respond to…
202336681 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of subsidence and associated repairs, as the landlord reasonably relied on structural surveys confirming no subsidence and…
202519148 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould (delayed internal repairs, lack of updates, and a missed opportunity to refer the resident to financial support…
202433861 Housing association
The landlord failed to investigate or act on the resident's repeated reports of fire and water damage to the property and belongings caused by its contractor, with repairs outstanding since July 2023. Its complaint…
202446230 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for welfare adaptations and reports of damp and mould, and service failure in its complaint handling. The landlord delayed…
202511036 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and structural safety concerns (cracks to brickwork and delays to drain and leak investigation work) and maladministration in its complaint…
202509263 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak reported in May 2024 (which took approximately 19 months to resolve) and in its complaint handling. The landlord failed to pass the repair to a…
202217412 Housing association
Severe maladministration was found in the landlord's handling of a repair to the property's heating system, which was not fit for purpose since 2013, causing health and safety risks and high energy bills for a…
202410589 Housing association
There was no maladministration in the landlord's handling of the resident's request for it to varnish 3 newly fitted doors, as internal decoration was the resident's responsibility under the tenancy agreement. However,…
202439342 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of hot water and heating loss from a communal network, as it acted within its policy timescales and reasonably implemented its contractor's…
202337029 Housing association
The landlord failed over several years to investigate the resident's reports of damp and subsidence to the external wall, and the issue remained outstanding with no clear plan to resolve it, amounting to…
202207034 Housing association
Maladministration was found in the landlord's handling of noise reports because its assessment of the neighbour's flooring was unclear and it did not offer mediation or inspect the building. Reasonable redress was found…
202510197 Housing association
The Ombudsman found maladministration in the landlord's handling of roof leak repairs, due to significant delays in its Section 20 process and poor communication, and service failure in its complaint handling. It…
202407152 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of damage, damp and mould following a leak, service failure in its handling of the front door repair report, and…
202507822 Housing association
The landlord failed to respond promptly after a contractor disconnected the resident's boiler, leaving them without heating or hot water, and did not consider its safeguarding adults policy despite known…
202504224 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (delayed leak repair, poor communication, failure to consider household vulnerabilities, failure to share inspection findings…
202443457 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs following a leak into the property, and maladministration in its handling of communal front door repairs, reports of pests, a report of…
202427871 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a roof leak and associated repairs (failures to attend in a timely manner, a 14-month delay in commencing the section 20 process, and poor…
202423708 Housing association
The Ombudsman found service failures in the landlord's handling of repainting to skirting boards and boxing in following a bathroom leak, which was delayed by over 18 months, and in its complaint handling, which was…
202417994 Housing association
The Ombudsman found service failure in the landlord's handling of a reported gas leak and the associated repairs, and in its complaint handling. The landlord responded to the gas leak in line with its repairs policy but…
202344966 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for keys to the communal front entry door (unreasonable delay and lack of explanation), and service failure in its handling of…
202223256 Housing association
The Ombudsman found maladministration in the landlord's handling of a blocked drain, as the repair took a further 7 months to complete after its stage 2 response despite an apology and compensation offer, but no…
202504543 Housing association
The landlord failed to act in line with its repairs policy after a roof leak was reported, leaving the leak unresolved for an unreasonable period of 25 months and repeating failings previously identified in an earlier…
202448010 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak into a communal riser cupboard causing damp, mould and odours in the resident's flat, and service failure in its complaint handling.…
202423673 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks, damp, mould and temporary rehousing, and service failure in its complaint handling. It ordered a written senior-manager apology, £2,750…
202411603 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about its standard of communication and in its complaint handling, and service failure in its response to the resident's…
202435149 Housing association
Severe maladministration was found in the landlord's response to the resident's reports of a leak, which remained unresolved for 2 years due to record keeping, communication and repair failures. Reasonable redress was…
202511313 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ongoing mice infestation reports and in its handling of the related complaint. The landlord failed to carry out effective structural…
202413110 Housing association
The landlord was found to have maladministration in both its handling of the resident's reports of damp and mould and its complaint handling. It delayed arranging and carrying out an inspection, failed to identify and…
202447122 Housing association
The landlord was found to have maladministered its handling of the resident's reports of a pest infestation — it did not act on its contractor's recommendation to seal airbricks, did not follow its pests policy, kept…
202401445 Housing association
The complaint about the landlord's response to service charge queries for grounds maintenance and tree works was resolved with the Ombudsman's intervention. The landlord agreed to apologise, reimburse the service…
202339725 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise from the upstairs property's floorboards (a repair that took far longer than its policy target, with poor…
202410679 Housing association
The Ombudsman found service failure in the landlord's handling of guttering repairs and the resulting damp and mould, and service failure in its complaint handling. The landlord took an unreasonable amount of time (the…
202416291 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated reports of a faulty intercom system, reported broken over 10 times over several years, causing the resident to miss hospital transport and…
202422626 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to ineffective communication (including failure to explain a restricted access process and respond to correspondence), but no…
202400007 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's fire safety concerns (relating to the bin store ventilation, canopy and bike store insulation) and maladministration in its handling of…
202412013 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a replacement bath after it damaged her cast iron bath during roof repairs, and found the landlord offered reasonable…
202342892 Housing association
The complaint about the landlord's handling of the resident's report of a water stain in their boiler cupboard was resolved with the Ombudsman's intervention. The landlord agreed to pay £200 additional compensation, to…
202428005 Housing association
The Ombudsman found maladministration in the landlord's handling of cracks in the resident's property (a safety issue involving a privately owned neighbouring property and outstanding repairs) and maladministration in…
202345851 Housing association
The Ombudsman found maladministration in the landlord's response to concerns about the cleaning and maintenance of external communal areas and bin stores, citing poor management of the cleaning contract, poor…
202333912 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB (it took steps in line with policy but failed to apologise for an identified service failure, offered no compensation, and…
202331981 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's bathroom and kitchen repair reports and related capital upgrade requests, and maladministration in its handling of the complaint. The…
202447613 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (heating/hot water, leaks, windows, damp and mould), ASB, and the resident's rehousing request, and service failure in its handling of pest…
202507040 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of ASB: it failed to follow its ASB policy for the first two months because no Neighbourhood housing lead was in post, and its £60…
202338305 Housing association
The Ombudsman found severe maladministration in the landlord's handling of roof repairs, which took almost two years to complete, and service failure in its handling of the resident's damp and mould concerns and of the…
202430309 Housing association
The landlord's handling of a roof leak repair amounted to severe maladministration: it failed to properly apply the Section 20 process on several occasions over 23 months, did not act with urgency to rectify the leak,…
202406843 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to the heating, windows, damp and mould, which were not completed within policy timeframes and remained unresolved at the time of…
202215556 Housing association
Service failure for repairs delays and contractors urinating on the resident's wall. Reasonable redress for theft report handling and complaint handling. No maladministration for reimbursement request. Landlord ordered…
202333027 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of a roof leak and associated damp, and for its handling of the complaint. The landlord acknowledged failings (roof…
202418709 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs, which remained unresolved for around two years causing loss of a bedroom and distress aggravated by the resident's…
202427832 Housing association
The Ombudsman found the landlord provided reasonable redress for its failure to respond appropriately to the resident's reports that the property oven was not working, having wrongly treated it as a "gifted" item the…
202334887 Housing association
The Ombudsman found service failure in the landlord's handling of a leak and resultant damage, because it did not show it considered the resident's health circumstances when deciding not to redecorate following the…
202500770 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, as it failed to fully investigate, did not follow its damp and mould policy, and failed to complete agreed…
202408974 Housing association
The Ombudsman found maladministration in the landlord's handling of antisocial behaviour, including noise: it failed to make clear which policy applied to the reports, did not agree a promised action plan, and did not…
202334372 Housing association
The Ombudsman found no maladministration in the landlord's decision not to permit the shared owner to convert the loft, as its decision was based on the lease restrictions, and no maladministration in its complaint…
202505387 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks from the flat above (which caused damage to the resident's kitchen and bathroom) and in its handling of the resident's request for a new kitchen…
202504227 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for rehousing, citing a roughly 10-month delay, poor communication, monitoring and record keeping, and a disproportionate offer…
202348592 Housing association
The landlord failed to update the resident's rent direct debit to the correct amount and did not regularly communicate with him about his arrears before February 2024, which it did not acknowledge in its complaint…
202336258 Housing association
The complaint about the landlord's response to repeated toilet blockages was resolved with the Ombudsman's intervention. The landlord changed the toilet pipework to stop the blockages and, following the Ombudsman's…
202331254 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's service charge queries, reports of poor staff conduct, or complaint handling. The complaint about the level/increase of service…
202333513 Housing association
The Ombudsman found maladministration in the landlord's response to reports of the communal front door, fire safety doors, and gas meter storeroom doors not working, plus maladministration in complaint handling (stage 2…
202321581 Housing association
The Ombudsman found maladministration in the landlord's handling of fence repairs, kitchen repairs, reports of damp and mould, and complaint handling. The complaint about a bathroom leak was out of jurisdiction as it…
202401253 Housing association
Maladministration found in the landlord's handling of damp and mould and repairs identified by the local council, due to delays caused by procedural confusion and the resident needing to involve the council's housing…
202440302 Housing association
The Ombudsman found service failure in the landlord's handling of reports about pest control and cleaning of communal areas, and service failure in its handling of the complaint. The landlord failed to acknowledge the…
202421521 Housing association
The Ombudsman found maladministration in the landlord giving a shed key to another resident (the landlord failed to fully address the detriment and the delay in retrieving the key), no maladministration in how it…
202338725 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and in its handling of the complaint, and no maladministration in its handling of concerns about staff conduct. It ordered a…
202323380 Housing association
The Ombudsman found maladministration in the landlord's response to repairs to the resident's shower: works were not done within its repairs policy timescales, the landlord failed to keep the resident updated or monitor…
202502269 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's damp and mould and the associated repairs (taking around 3 years and 8 months) and in its handling of the rehousing process…
202431732 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's heating and hot water system and in its complaints handling. The landlord did not co-ordinate or escalate the repair, had…
202334980 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of loss of heating and hot water (delays, missed appointments and a delay in providing temporary measures), and no…
202334890 Housing association
The complaint about the landlord's handling of reports of a damp bedroom wall was resolved with the Ombudsman's intervention. The landlord agreed to apologise, increase compensation to £2,137 (including a corrected…
202445695 Housing association
The Ombudsman found reasonable redress on both the landlord's handling of a loss of heating and hot water (an unreasonable delay in attending what should have been an emergency repair) and its handling of the associated…
202429630 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a roof leak and damp and mould, and maladministration in its complaint handling. The landlord inspected the roof promptly but delayed acting…
202339629 Housing association
The landlord failed to complete roof repairs to remedy ongoing leaks, damp and mould, contrary to its repairs and damp-and-mould policies, and carried out repeated mould treatments without addressing the underlying…
202429008 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the bathroom — it failed to assess the issue in line with its damp and mould policy, communicated poorly, did not consider…
202413687 Housing association
The landlord took four months to complete a hot water repair, well beyond its 25-day policy, and failed to communicate adequately about when the repair would be done, causing ongoing distress. The Ombudsman found…
202348669 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a mice infestation and related repairs (including failure to complete recommended proofing, consider vulnerabilities or…
202333178 Housing association
The landlord took about a year to repair damaged balcony decking, far exceeding its repairs policy timescales, and failed to acknowledge the resident's escalated complaint. It apologised and offered £1,100 in total…
202410929 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of the kitchen: it carried out surveys that identified possible damp and a potential leak but failed to…
202316939 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of excess heat, having taken almost 20 months to complete ventilation repairs, and ordered a fuller apology, a partial rent…
202234897 Housing association
The landlord failed to take effective follow-up action over a prolonged period on an urgent window repair, despite being alerted on multiple occasions, and did not assess risks or complete remedial or temporary works —…
202503991 Housing association
The landlord carried out pest control visits within policy timescales and promptly removed minor mould, but failed to investigate the underlying damp or leaks that the resident reported as causing a recurring silverfish…
202503931 Housing association
The landlord's handling of repairs to a broken balcony door lock was maladministration: the repair remained outstanding for over 11 months (well beyond its 25-day policy), it took 73 days to initially attend, it failed…
202406545 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to a leak, bathroom ceiling damage and extractor fan replacement, where repairs were not completed within policy timescales, the leak…
202318898 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing excessive delays (including a downpipe inlet repair outstanding for over a year and works not raised…
202409790 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's repairs and maintenance concerns and her associated complaint. The landlord apologised for delayed and poor communications and offered…
202339416 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ventilation, condensation and damp and mould, and in its handling of repairs to uneven paving slabs in the garden. It found…
202327840 Housing association
The Ombudsman found severe maladministration in the landlord's handling of roof repairs: avoidable delays completing an effective and lasting repair, poor communication, and failure to manage the resident's…
202447104 Housing association
Severe maladministration was found in the landlord's handling of a leak and ceiling collapse, where it took nearly 6 months to inspect the property, failed to respond to mould and asbestos concerns, and did not consider…
202502221 Housing association
The landlord was responsible for maladministration in its response to the resident's reports of a window water leak, and service failure in its complaint handling. The Ombudsman ordered the landlord to pay £250 in…
202426691 Housing association
There was maladministration in the landlord's handling of communal repairs (including the lifts, entrance doors, communal hot water system, leaks in communal areas and pest control) and in its handling of the complaint.…
202341595 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of a mice infestation, as it responded promptly, arranged baiting and inspections, and completed proofing works that resolved the issue. On…
202327809 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) and noise reports and her request to move, and in its complaint handling. It identified multiple failures to…
202425812 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak causing water penetration and internal damage, citing poor communication, a delayed wall inspection and investigation, and compensation…
202332559 Housing association
The complaint about the landlord's handling of repairs and adaptations was resolved with the Ombudsman's intervention. After intervention the landlord agreed to pay a further £400 compensation and to complete the…
202417733 Housing association
The Ombudsman found maladministration in the landlord's response to condensation and associated damp and mould: it failed to follow up works identified by its surveyor (including considering a PIV unit), did not…
202406718 Housing association
The Ombudsman found maladministration in the landlord's response to a leak and associated damp and mould, and maladministration in its complaint handling. It ordered a written apology, a total of £750 compensation (£500…
202335927 Housing association
The Ombudsman found maladministration in the landlord's handling of extractor fan repairs and of damp and mould in the property, and service failure in its handling of the resident's complaint. It ordered the landlord…
202325286 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of water ingress. It failed to take the reports seriously early on, did not keep an adequate audit trail of its investigations…
202447088 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB and damp and mould, and service failure in its handling of pests, repairs and the complaint. It ordered a written apology and £1,130 compensation…
202344799 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that she was responsible for communal electricity costs, and maladministration in its handling of her complaint. It ordered a…
202424059 Housing association
The landlord's handling of leaks and associated damp and mould was poor—its repair records were unclear and the resident waited months for works—but its stage 2 offers of redress were fair and appropriate, so the…
202417670 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould in the resident's temporary (decant) property, as it delayed assessing and treating the issue contrary to its own policy, failed to keep…
202332554 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks, damp and mould and remedial repairs, and in its handling of reports about the condition of the windows, and maladministration…
202446654 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's application to downsize with medical consideration (excessive delay of over 10 months and misleading communication), maladministration…
202346390 Housing association
The Ombudsman found maladministration in the landlord's response to leaks, damp and mould, as it took 19 months to put up scaffolding and the issues remained unresolved 21 months after roof repairs were ordered. It…
202501150 Housing association
The complaint concerned the landlord's response to reports of repair issues, including leaks and intermittent heating and hot water, at a property the resident moved into in February 2025. The Ombudsman found the…
202449593 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, ordering an apology, an action plan for the independent surveyor's recommended repairs, and £525 total…
202440022 Housing association
The Ombudsman found no maladministration in the landlord's handling of a shared ownership leaseholder's reports of noise nuisance from the flat above and her concerns that she was misinformed about noise levels before…
202435364 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's rehousing request and its complaint handling, but maladministration in its handling of her reports of antisocial behaviour. It ordered…
202342486 Housing association
The Ombudsman found the landlord made an offer of redress that satisfactorily resolved the resident's complaints about its handling of repairs to the kitchen extractor fan and its response to associated concerns, and…
202341608 Housing association
The Ombudsman found service failure in the landlord's handling of bathroom repairs (recurring mould, a subsequent leak and the resident's health concerns not being addressed) and maladministration in its complaint…
202328409 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of ASB, noise and criminal damage by a neighbour and in its handling of the associated complaints, as the landlord had…
202222648 Housing association
The Ombudsman found the landlord's £920 compensation offer and apology for delayed replastering and toilet leak repairs, plus a severely delayed stage 2 complaint response, amounted to reasonable redress, with a…
202502116 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of rotten window frames letting in water and associated damp. The landlord deferred repairs to a major works programme without…
202452125 Housing association
The landlord failed to handle the resident's reports of anti-social behaviour from a neighbour in line with its ASB policy (no action plan, no risk assessment, no consideration of an acceptable behaviour contract or…
202449582 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a sewage smell in the property, as it missed opportunities to identify the cause and communicated poorly, and its…
202422867 Housing association
The Ombudsman found service failure in the landlord's handling of repairs and security at the resident's permanent property and temporary housing placement, including delay in starting the works. It ordered £560…
202345302 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's ASB reports: it failed to follow its ASB policy by not opening separate cases for the resident as a reporting party, not updating him as…
202343685 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of responsive repairs, anti-social behaviour, and the associated complaint. The failures included extensive record keeping…
202317968 Housing association
The Ombudsman found reasonable redress in the landlord's response to a break-in at the resident's property. It found the landlord responded quickly, liaised appropriately with external agencies, completed the repairs it…
202503275 Housing association
The complaint concerned the landlord's handling of reports of damp and mould. The Ombudsman found the landlord took appropriate actions in line with its damp and mould policy to identify and remedy the causes (cold…
202424881 Housing association
The complaint about the landlord's handling of reports of repairs to the hot water supply was resolved with intervention. The Ombudsman was satisfied the landlord's action following its intervention resolved the…
202330970
The complaint concerned the landlord's handling of reports of leaks and repairs to the property. The Ombudsman determined it could not investigate because the matters were the subject of County Court disrepair…
202223696 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about access to electricity from the building's solar panels, and found its £200 offer for complaint handling to be…
202429960 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of recurring bathroom leaks. While the landlord responded to most repairs within timescales and relied on professional advice, it…
202400474 Housing association
The landlord's decision not to renew the resident's kitchen and bathroom at this stage was reasonable, but its responses omitted relevant information about when the rooms were believed to have last been renewed and did…
202325627 Housing association
The complaint concerned the level of compensation the landlord offered after bathroom repairs following a leak. The Ombudsman found the landlord's offer of £1400, made prior to investigation, satisfactorily resolved the…
202406860 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports and associated repairs — it took appropriate initial investigative steps but then left roof and extractor fan…
202401288 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise nuisance and anti social behaviour, and service failure in its complaint handling. It ordered the landlord to pay £650…
202340986 Housing association
The Ombudsman found service failure in the landlord's response to the resident's report of a power surge, due to a lack of communication for over 12 hours, and service failure in its complaint handling due to…
202421680 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and subsequent damp and mould, citing cumulative failures including a 28-day delay in making damaged electrics safe,…
202421083 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak: although it responded promptly at first, it failed to complete all the remedial repairs identified from later…
202405373 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to succeed her mother's assured tenancy (delays, poor communication and failure to show due regard to the Equality Act) and in…
202347855 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports to repair the balcony and of the reported pest infestation, and service failure in its handling of the associated complaint. The…
202415483 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, service failure in its handling of fire safety concerns and of the unsecure communal front door, no…
202403569 Housing association
The landlord's handling of the resident's 2023 Right to Buy application amounted to service failure: it failed to acknowledge the impact of a data error that left the resident believing his application was approved…
202325886 Housing association
The complaint concerned the landlord's handling of gas repair work at the resident's flat (a gas leak led to the supply being switched off and a loss of heating and hot water) and the resident's associated complaint.…
202430917 Housing association
The Ombudsman found maladministration in the landlord's handling of balcony repairs. Although the balcony repairs and compensation were the responsibility of the freeholder and its managing agent (not the landlord), the…
202405211 Housing association
The Ombudsman found maladministration in the landlord's handling of a bathroom water leak and associated damp and mould and electrical issues, and service failure in its complaint handling. The landlord was ordered to…
202401298 Housing association
The complaint concerned the landlord's decision to issue a notice of seeking possession and the way it was served. The Ombudsman determined the substantive issue had been the subject of court proceedings where judgement…
202413538 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated sewage leaks from the communal soil stack onto the resident's balcony and in its failure to give due regard to the resident's article 8 human…
202431128 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and the condition of the bathroom, its handling of repairs, and its complaint handling. The landlord failed to follow its repairs policy, had…
202322362 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and associated repairs (including poor record keeping, failure to address reported damp patches on wallpaper, and…
202344079 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the property (including the windows, overgrown ivy and communal carpet) and in its complaint handling.…
202413622 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak from the boiler and the associated remedial repairs. The landlord failed to prevent or temporarily resolve the uncontainable leak…
202405907 Housing association
The Ombudsman found maladministration in the landlord's response to reports of flooring issues and in its complaint handling. The landlord failed to respond to queries, delayed contacting the developer, provided…
202453386 Housing association
The complaint concerned the landlord's handling of repairs to the resident's boiler, which kept breaking down. Following the Ombudsman's intervention, the landlord agreed to pay a further £200 compensation, which the…
202422284 Housing association
The Ombudsman found maladministration in the landlord's handling of a boiler repair after the resident's household was left without heating and running water for around 22 days. The landlord failed to evidence its…
202418846 Housing association
The Ombudsman found maladministration in the landlord's handling of joint resident estate inspections, repairs to the terrace lighting, and minor communal repairs and garden maintenance; service failure in its handling…
202342278 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reported ventilation and insulation issues (overheating in summer, cold in winter, no working extractor fans and ineffective vents), and…
202334938 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and repairs to the heat and hot water system, and in its handling of reports of pests in the roof and associated repairs. It…
202451127 Housing association
The Ombudsman found maladministration in the landlord's handling of a drainage repair. The landlord delayed the CCTV inspection by 6 weeks, took 5 months to complete the recommended descale, and provided poor,…
202335510 Housing association
The complaint concerned the landlord's handling of reports of repairs to the communal entrance door, which had been left open for an extended period. The Ombudsman found the landlord had accepted and apologised for the…
202347704 Housing association
The complaint concerned the landlord's handling of window repairs and the associated complaint. The Ombudsman found no maladministration in the window repairs (the internal window fitting was the shared owner's…
202348651 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of the resident's reports of damp and mould and its response to the request to relocate and renew radiators, given the landlord's £4,120…
202410312 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp and mould and asbestos, and of mice in the property. It found the landlord had offered reasonable redress (prior to…
202331394 Housing association
The Ombudsman found maladministration in the landlord's handling of heat loss in a bedroom, as it did not act on a heat loss survey that identified uninsulated flooring, did not address window draughts, and left the…
202323936 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and the security of the communal entry door, and service failure in its complaint handling. The landlord failed to follow…
202301984 Housing association
The landlord offered reasonable redress for its handling of a leak report, where there was a delay in completing the full repair and an inappropriate response to carpet damage, but the £80 compensation offered was…
202220464 Housing association
The landlord was found to have maladministration for taking 18 months to complete a roof repair and 15 months to replace a kitchen window, with poor planning and long periods of inactivity causing damp, mould and…
202450720 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak (failing to update on appointment arrangements and not putting right internal ceiling damage) and of a damaged…
202445476 Housing association
The Ombudsman found maladministration in the condition of the property when let and the landlord's handling of reported repairs, following a mutual exchange. The landlord failed to inspect the basement before the…
202438489 Housing association
The Ombudsman found maladministration in L&Q's handling of recurring damp and mould (underestimating the problem for around five years, delaying repairs and assessments beyond policy timescales, poor record keeping, and…
202338441 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs after the resident reported hot water issues, citing delay in attending to inspect ongoing problems and poor communication; service failure in…
202203278 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust in its handling of repairs to the heating/hot water system, an internal leak, water ingress, and associated internal repairs (damp, electrics,…
202327844 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs, which were delayed, initially fitted to a poor standard, and never remedied before the tenancy transferred to a new landlord despite…
202325759 Housing association
The Ombudsman found reasonable redress in both the landlord's handling of the resident's application to move to alternative accommodation and its handling of the complaint. The landlord's failings were not providing…
202400842 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs and ASB in the communal areas, including delays, a failure to consider fire/health and safety risks from dumped bulky…
202207166 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's long-standing overheating reports, its complaint handling (with a 14-month delay to stage 1), and its record keeping. The landlord was…
202343946 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould and a subsequent pest infestation, no maladministration in its handling of the resident's overcrowding/rehousing…
202342298 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of no heating and hot water and boiler repairs: the boiler took about five months to fix, appointments were missed, and no temporary heating…
202341288 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the boiler and carbon monoxide detector — it failed to explain the resident's responsibility to test the detector and…
202330012 Housing association
The Ombudsman found maladministration in the landlord's handling of the shared owner's queries about the 2022/23 service charge and the use of the sinking fund, ordering £100 for time and trouble. It found reasonable…
202422571 Housing association
The resident, a leaseholder, complained about the landlord keeping communal lighting on at all times, increasing service charge costs. The Ombudsman found this matter had already been decided in a previous determination…
202421619 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's concerns about staff conduct, communication, policies, culture and services, management of her tenancy agreement, and her…
202437550 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of leaks. The landlord knew of the leak since December 2023 but took over 17 months to resolve it, failed to adhere to its…
202415765 Housing association
The resident complained that the landlord had been deducting a daily standing charge from his communal heating top-up without his consent and about the landlord's communication regarding the charge. The Ombudsman found…
202428808 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman determined it was outside jurisdiction because the resident had the opportunity to raise the subject matter as…
202201125 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a leak and decant to temporary accommodation, and for its complaint handling, as the landlord acknowledged failures and offered proportionate…
202405185 Housing association
The Ombudsman found severe maladministration in the landlord's handling of major repairs: it knew the property was uninhabitable from May 2023 yet failed to provide temporary accommodation promptly, made little progress…
202429540 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak to the resident's property and the subsequent damp and mould, which remained unresolved for almost three years despite multiple repair visits.…
202426458 Housing association
The resident reported that her living room light was not working after she removed the switch cover to decorate and reported flickering lights and minor shocks. The Ombudsman found no maladministration because the…
202406109 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs at the property (delays of around 3–4 months, a 3-month delay adding the property to the window waiting list, inadequate investigation of…
202216213 Housing association
The Ombudsman found maladministration in London & Quadrant Housing Trust's handling of a resident's reports of leaks, damp, mould and associated repairs. The landlord failed to complete brickwork repairs identified in…
202426203 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, including failure to complete a risk assessment, inconsistent welfare checks and poor communication. It…
202431389 Housing association
The Ombudsman found maladministration in the landlord's handling of recurrent roof leaks, damp and mould, and in its complaint handling, which took over a year. The claim about reduced property value was outside…
202445604 Housing association
The landlord failed to communicate effectively or proactively with a leaseholder about building safety and fire remediation over about two years, and its stage 2 response did not resolve the complaint. The Ombudsman…
202441876 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, where repairs and remedial works were subject to substantial delays over a prolonged 4-year period and…
202430881 Housing association
The Ombudsman found the landlord's handling of the resident's concerns about its 2023 fire risk assessment amounted to maladministration, as it failed to fully answer the complaint and did not explain the issues…
202418210 Housing association
The Ombudsman found maladministration in the landlord's handling of balcony repairs: although repairs were the freeholder/managing agent's responsibility, the landlord failed to escalate the resident's concerns or…
202416390 Housing association
The Ombudsman found reasonable redress for the landlord's response to the grounds maintenance charge query and its complaint handling, maladministration in its response to the water testing charge query, and no…
202217681 Housing association
The landlord was found to have maladministration for its handling of structural issues (subsidence-related cracks and door/window problems), failing to carry out interim repairs within policy timescales and not…
202434063 Housing association
The landlord failed to notify the billing agent of the resident's occupancy, causing a delayed heat supply bill, but the resident's contractual obligation to pay was evidenced in the lease and signed supply agreement.…
202333129 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that a neighbour was preventing access to the communal garden, and in its handling of the formal complaint; it found service…
202214684 Housing association
The Ombudsman found that the landlord's offer of £930 compensation, apology, and completion of outstanding bedroom repairs constituted reasonable redress, resolving the complaint about delays in repairs and poor…
202437717 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a roof leak, damp and mould. The landlord failed to follow its repairs, damp and mould, and vulnerable residents' policies, leaving the leak…
202443643 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports: it failed to arrange an inspection within 20 working days, kept no oversight of the report until the resident…
202424148 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's complaint about the condition of her property, its proposed works, and her wish to move home. The landlord failed to use its complaints…
202440293 Housing association
The Ombudsman found maladministration in the landlord's handling of the complaints about a roof leak: it failed to resolve the matter through its complaints process and only offered reasonable compensation after the…
202407216 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks affecting the resident's balcony and living room ceiling, which it failed to repair within policy timescales, did not keep the resident…
202430695 Housing association
The Ombudsman found maladministration in the landlord's response to reports about pests, scaffold and related balcony repairs, in its response to ventilation and condensation concerns, and in its handling of a…
202416505 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's report of a leak that flooded the property, as it attended promptly and acted in line with its policies. It found maladministration…
202348064 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about nuisance parking: it delayed responding to her reports and delayed inspecting as required by its nuisance vehicle…
202434694 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to substantial delays in addressing the water ingress and its failure to complete the agreed remedial…
202422078 Housing association
The complaint concerned the landlord's handling of repairs and blockages to the resident's toilet, which had been faulty since 2023. The Ombudsman found maladministration: the landlord failed to follow its repairs…
202444757 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of her window and front door. The landlord took an unreasonable amount of time to assess the feasibility of…
202432159 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (delays, poor record-keeping, lack of recorded assessments and updates, and a delayed legal referral) and maladministration…
202416492 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's damp and mould reports and associated repairs — it delayed raising the external brickwork repair, failed to investigate damp in the…
202409624 Housing association
The complaint concerned the landlord's handling of repairs to the resident's windows (draughts/excess cold) and its complaint handling. The Ombudsman found several unexplained delays, poor repairs management and poor…
202442856 Housing association
The landlord failed to carry out specialist-recommended works to resolve damp and mould for a vulnerable, disabled resident and did not keep in contact, leaving damp and mould unresolved for a protracted period; the…
202432377 Housing association
The Ombudsman found the landlord's handling of the resident's report of a roof leak amounted to reasonable redress: it responded in line with its repairs policy and completed the extensive roof repair work within 8…
202335259 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about its contractor's operative's conduct (its response was dismissive and it failed to co-ordinate the contractor's…
202420420 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to be rehoused and associated safeguarding concerns, and in its handling of the resident's request for a neighbour's video…
202426266 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of a leaking roof and remedial repairs: it failed to keep records of the initial report and internal damage, did not act on its damp and…
202445877 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaking bedroom windows (over 24 months with no effective repair, poor communication and record keeping, and failure to apply…
202411110 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a draughty back door, which took over 8 months to resolve and involved missed appointments and poor communication, and…
202405994 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak from the flat above, citing delays in assessing the leak, poor communication, failure to address reported mould, drain…
202234791 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of leaks, damp and mould and associated repairs, citing repeated delays (including a 14-month failure to repair a fire alarm and over 13…
202226971 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports and maladministration in its complaint handling, ordering £1,150 total compensation (including prior offers) and a review of complaint…
202440360 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould (it failed to complete external brickwork repairs and did not adequately consider the resident's health needs)…
202442268 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to, and a leak from, the bathroom extractor fan, and of damp and mould. Despite the resident promptly reporting and repeatedly chasing,…
202441299 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's complaint about its handling of repairs related to damp and mould. It was responsive initially but delayed following up inspection…
202414698 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of pests (rats and flies) in the property, citing record-keeping failures, failure to liaise with the shop and Environmental…
202438710 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (including delays, failure to monitor the mould wash, failure to consider the resident's medical conditions,…
202434985 Housing association
The resident complained about the landlord's handling of damp and mould, repairs, its decision to seek possession, and damage to/loss of personal belongings. The Ombudsman did not investigate because the matters were…
202432458 Housing association
The Ombudsman found maladministration in the landlord's handling of requests for repairs to the heating and hot water system — it failed to progress replacement of the heat interface unit reported as beyond economical…
202429859 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about cold and ventilation issues in the property, including delay in acting on the surveyor's February 2022 recommendations…
202427015 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of being unable to open the windows and of wet room drainage issues, and found the landlord had offered redress that…
202425991 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (delays, no risk assessment or action plan, and poor communication) and in its complaint handling. It…
202330468 Housing association
The complaint concerned the landlord's handling of a police/resident request for CCTV footage, its failure to install promised external security lighting, and its complaint handling. The Ombudsman found the landlord…
202337516 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour reports and in its handling of her complaint. The landlord did not consistently apply its ASB policy over an…
202331601 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and of repairs following a fire (significant delays, poor communication and disproportionate redress), no maladministration…
202313660 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about their car parking space (no proper process to ensure exclusive use, no clear timescale for the parking permit scheme and…
202304370 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated roof repairs (including prolonged delays, inadequate reasons, and a smoke alarm left disconnected without temporary cover) and in its handling…
202302084 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's cooker socket concerns, maladministration in its handling of the uneven driveway, the stop tap issues, the accessibility of the garden,…
202431045 Housing association
The complaint concerned the landlord's handling of the resident's reports of leaks, damp and mould and associated repairs, plus the associated complaint. The Ombudsman identified significant failings, including poor…
202335498 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about the hot water system, as the system was working as intended and the landlord was not obliged to upgrade it. However,…
202318995 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (a wardrobe replacement and the communal door handle/entry system), service failure in its handling of the resident's rent enquiry, and service…
202325530 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs and replacement, citing poor communication, lack of proactivity, failure to acknowledge the resident's reported vulnerabilities and…
202307372 Housing association
The landlord failed to follow its repairs and damp-and-mould policy timescales in addressing damp communal walls, took a further four months to complete damp proofing after its complaints process and did not carry out…
202425066 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's report of a leak causing damp and mould. There was an unnecessary delay of around six months caused by the landlord failing to correctly…
202319234 Housing association
The Ombudsman could not consider the resident's disrepair claim (including the associated repairs) because court proceedings were ongoing, so it was outside jurisdiction. It found the landlord offered reasonable redress…
202110693 Housing association
The landlord was found to have service failure in its response to the resident's reports of antisocial behaviour (noise nuisance). While it responded appropriately to an initial report in January 2023, it failed to…
202433017 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to be rehoused on medical grounds. It failed to take further supportive action for a vulnerable resident, gave a stage 2 complaint…
202324885 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of repairs to rotten window frames, which remained unrepaired over 30 months after being reported, with poor record…
202319847 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, having failed to address damp before inviting the family to return and delaying the necessary works,…
202314421 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and maintenance (windows, guttering, loft insulation and related mould) and in its complaint handling. It ordered the landlord to carry out…
202339743 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance reports (no investigation, action plan or signposting, and failure to consider the resident's vulnerabilities), service…
202435195 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about cold temperatures in the property: it failed to fully investigate the reports of cold and failed to assess the property's…
202330297 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the replacement of her toilet flush, due to a lack of communication between January and August 2023. It found the landlord…
202321365
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 2025 Our approach The Housing Ombudsman’s approach to…
202326538 Housing association
The complaint concerned the landlord's handling of parking allocation at a new-build development where the resident is a shared ownership leaseholder. The Ombudsman found no maladministration: the resident was correctly…
202324530 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of leaks and repairs: its emergency response and compensation would have amounted to reasonable redress, but it failed to show it…
202312176 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's reports of repairs to the outside steps leading to her front door. It took around 18 months to make the steps safe (using wood rather…
202308958 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for compensation for a damaged built-in fridge freezer, concluding its complaint responses were dismissive and unempathetic and…
202310094 Housing association
There was service failure in the landlord's handling of the resident's ASB reports, with significant delays, no clear action plan, missed commitments and a failure to address reports of being targeted, though the…
202330453 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of unpleasant smells in the resident's property, as it arranged multiple inspections and repairs and offered compensation above its own…
202326085 Housing association
The complaint concerned the landlord's response to a leaseholder's reports of roof leaks into her ground floor flat. The Ombudsman found service failure: the landlord failed in its oversight of the communal roof…
202323748 Housing association
The Ombudsman found the resident's complaints about the landlord's decision to relet a property marked for disposal, and its decision to dispose of housing stock, were outside its jurisdiction (not exhausting the…
202316861 Housing association
The Ombudsman found the landlord did not communicate adequately about a kitchen replacement, did not follow its own component renewal procedure, and delayed its stage 2 complaint response. However, its offer of £2,290…
202326939 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and redecoration following a leak (the balcony doors, decking, ceiling and flooring), including unreasonable delays to the balcony doors and…
202430110 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, as repairs were not completed in line with its policy, the root cause was not resolved and the resident was…
202325052 Housing association
The complaint concerned the landlord's handling of repairs to a communal stopcock. Following the Ombudsman's intervention the landlord completed the repair, agreed to notify the resident in writing and to pay £2,260…
202318061 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following water ingress (root cause a leaking roof), reasonable redress for its handling of damp and mould, and service failure for its…
202427925 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated water leaks from the flat above (including repairs and damp and mould) and in its complaint handling. It ordered the landlord to pay £850 (a…
202424163 Housing association
The complaint concerned the landlord's handling of works in the resident's bathroom and kitchen. The Ombudsman found service failure because the kitchen ceiling works were substantially delayed (about six months) and…
202418392 Housing association
The Ombudsman found maladministration in the landlord's response to leaks including reported damage to the ceiling, hallway, walls and damp and mould, and service failure in its complaint handling. The landlord was…
202327547 Housing association
The complaint about the landlord's handling of repairs was resolved with intervention under paragraph 53.c. of the Scheme: the landlord offered the resident £300 compensation (in addition to the £2,660 offered at stage…
202327380 Housing association
The Ombudsman found service failure in the landlord's handling of repair issues with a flood detection device in a shared ownership flat, and found the associated complaint handling was resolved by the landlord's offer…
202228981 Housing association
The Ombudsman found service failure in the landlord's handling of snagging works and fire alarm trunking concerns, but reasonable redress for its complaint handling, ordering a further £200 compensation on top of the…
202320940 Housing association
The Ombudsman found reasonable redress in the landlord's handling of boiler repair works in a neighbouring property (a health and safety risk it should have mitigated, and debris left behind) and of contractor conduct…
202230057 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp and mould reports and repairs affecting a vulnerable household, no maladministration over damaged belongings, and reasonable redress for…
202434596 Housing association
The Ombudsman found maladministration in the landlord's handling of snagging works (it sought to offload its repairing responsibility onto the resident without demonstrating it made reasonable attempts to complete the…
202428880 Housing association
The landlord failed to manage the resident's reports of subsidence with urgency, delaying referral to its insurer and site investigations for over 38 weeks, and failed to communicate or complete a risk assessment given…
202412073 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that communal cleaning and management services were not being provided, its handling of the resident's request for service…
202313414 Housing association
The Ombudsman found service failure in the landlord's handling of a broken immersion heater and leak — the resident was left without hot water for 88 days, exceeding its 25-day repairs policy timescale — and service…
202320835 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak causing damp and mould: it failed to raise/complete identified repairs (damaged bath and radiator), did not address all underlying…
202306742 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about use of the shared garden (external lighting connected to her supply, a garden tap connected to her water supply, incorrect…
202418159 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould — the recommended remedial works identified in January 2023 were not completed in full, with some still…
202324056 Housing association
The Ombudsman found maladministration in the landlord's handling of the sign-up process and the resident's request for a transfer to a more suitable property, citing poor overall communication and a failure to provide…
202315612 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs, a bath leak that damaged the ceiling below, the formal complaint, and its knowledge and information management, and service failure…
202328590 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's concerns about a staff member's conduct, including admitted failings around the officer contacting the resident while a…
202213634 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its handling of reports of a leak from the flat above. The landlord attended the boiler repair within 24 hours, but its stage 2…
202307107 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's parking bay and antisocial behaviour (ASB) concerns, and in its handling of the associated complaint. The landlord failed to respond to…
202409617 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports about a bedroom window (a detached, hanging window left unrepaired for around 22 months), and maladministration in its…
202321865 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about issues with her flower bed. The landlord delayed inspecting the flower bed wall and failed to follow through on its stage…
202434180 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould (longstanding delays in carrying out identified remedial works and a failure to consider the household's vulnerabilities) and…
202348138 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs to a leak through the resident's bedroom ceiling, which continued over a prolonged period, and maladministration in its handling of the…
202337502 Housing association
The complaint concerned the landlord's handling of the resident's reports of a roof leak and its associated complaint handling. The Ombudsman found the landlord made a reasonable offer of redress before investigation…
202323179 Housing association
The complaint concerned the landlord's handling of the resident's requests to replace the front and back doors and to upgrade the heating system. The Ombudsman found no maladministration on either issue: the landlord…
202321145 Housing association
Complaint about the landlord's handling of requests to repair the boiler (the resident was left without hot water for 43 calendar days) and its handling of the associated complaint. The Ombudsman found reasonable…
202319900 Housing association
The landlord failed to complete leak, flooring, damp and mould repairs within its policy timescales, with lengthy delays and poor communication. The Ombudsman found that its apology, completed works and offer of £940…
202307153 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries, its handling of her reports about a member of staff's conduct, and its complaint handling. The landlord failed…
202424815 Housing association
The Ombudsman found the landlord had offered redress prior to investigation that satisfactorily resolved the resident's concerns about its handling of reports of a leaking roof and associated damp and mould (including a…
202322335 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of fly tipping and grounds maintenance, service failure in its complaint handling, reasonable redress regarding the communal door/corridor…
202309453 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's windows and doors (significant delay and poor record keeping) and in its complaint handling, service failure in its handling…
202300355 Housing association
The complaint concerned the landlord's response to reports of a broken front door lock (which left the resident unable to secure her home for four days) and its handling of the associated complaint. The Ombudsman found…
202324021 Housing association
The landlord delayed completing repairs to the communal doors and pedestrian gate, but its apology, completion of the repairs and compensation offers of £60 (gate) and £140 (doors) amounted to reasonable redress.…
202305700 Housing association
The complaint concerned the landlord's handling of repairs to a communal lift serving the resident's seventh-floor flat. The Ombudsman found service failure: while some delays (flooding, overseas parts) were outside the…
202303582 Housing association
The complaint concerned the landlord's handling of the resident's service charge. The Ombudsman did not investigate because the complaint related to the level of the service charge (paragraph 42.d of the Scheme) and it…
202305740 Housing association
The complaint concerned the landlord's handling of the resident's reports about the condition of her lawn, plus its complaint handling. The Ombudsman found the landlord's apology and £100 offer resolved the lawn…
202318757 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB from a neighbour and in its handling of the resident's complaint, but no maladministration in its response to the request…
202314975 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs following a leak from the upstairs property (delays reinstating lights/alarms, replastering and redecorating walls and ceilings, and…
202214674 Housing association
The Ombudsman found reasonable redress for the landlord's handling of parking and lift repair complaints (offered compensation accepted as satisfactory), service failure for handling service charge queries and complaint…
202339089 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a loss of heating and hot water, where an emergency repair did not go ahead promptly, contractors missed appointments, the…
202331174 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs to the communal lifts, citing poor communication, inadequate monitoring of repairs and contractors, failure to…
202320263 Housing association
The Ombudsman found maladministration in the landlord's handling of electrical and plumbing repairs from August 2023 (the leak was not resolved until March 2024 and the toilet light/extractor fans were out of use for…
202317243 Housing association
The Ombudsman found maladministration in the landlord's handling of balcony repairs, the scaffolding left in place and the resulting pigeon infestation, and maladministration in its handling of the associated complaint.…
202217416 Housing association
The Ombudsman found maladministration by L&Q for extensive delays in responding to a resident's concerns about cyclical decorations and completing repairs (roof, guttering, kitchen leak, cracks) over many months, and…
202348214 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's balcony window repair requests, reports of leaks, reports of damp, mould and silverfish, and its associated complaint handling. It…
202321012 Housing association
There was maladministration in the landlord's handling of the resident's reports of kitchen repairs: its communication caused confusion, it delayed raising repairs, it failed to manage expectations about its change of…
202301773 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the front door and windows. It took about 17 months to complete the replacement works identified in February 2023, provided no explanation…
202404648 Housing association
The landlord credited a service charge overpayment to the resident's account on time but delayed refunding it to his bank account by 192 days, well beyond its stated 60-day timeframe and the lease's prompt-adjustment…
202346173 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for service charge information for 2024-2025: it failed to follow earlier legal advice and the Ombudsman's previous…
202341552 Housing association
The landlord delayed in resolving a roof leak reported by an assured tenant, with poor communication, poor record keeping, and a failure to consider the household's known vulnerabilities or offer support…
202329734 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to replace her windows and doors: it failed to follow its repairs policies and component renewal procedure, communicated poorly,…
202308712 Housing association
The landlord failed to ensure the windows were in good working order at the start of the tenancy, but once reported it completed the repair within its policy timescale and offered £200 compensation. It also delayed its…
202307640 Housing association
The Ombudsman found maladministration in the landlord's handling of the condition of communal areas (stairway repair delay, missing carpet tiles, lack of redecoration updates), service failure in its handling of pest…
202300219 Housing association
The Ombudsman found the landlord's pre-investigation offer of redress satisfactorily resolved both complaint heads. It recommended the landlord pay its original offer of £1,203.73 compensation (including £80 in gift…
202233208 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, due to avoidable repair delays, missed appointments and poor communication, and maladministration in its…
202414935 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs to unlevel flooring and internal door openings, as outstanding repairs previously raised were never acknowledged or…
202325879 Housing association
The Ombudsman found reasonable redress on both the landlord's handling of driveway repairs and its complaint handling. The landlord took 712 days to complete the driveway repair and its communication was poor, but its…
202320315 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of noise transference (water/shower noise) from neighbouring properties and in its complaint handling. The landlord's overall…
202304162 Housing association
The Ombudsman found the landlord made a reasonable offer of redress, prior to investigation, in respect of its handling of the resident's reports of a loss of heating and hot water, delays completing repairs to a burst…
202300176 Housing association
The Ombudsman found the landlord's handling of the resident's heating and hot water reports amounted to maladministration due to unreasonable delays, but its £200 offer of redress was reasonable to put things right. It…
202421535 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to paving and an overgrown tree, which remained outstanding for over two years, and in its complaint handling for failing to log a separate…
202327478 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of garden drainage issues, as it relied on inspections it could not evidence and did not robustly resolve the matter, and service…
202400354 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the chimney: it should have treated the report of crumbling bricks falling as an emergency repair, failed to inspect within 24 hours (taking…
202322819 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a larger bath: it removed the larger bath and installed a smaller standard one without explaining the change in advance or…
202321387 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation that satisfactorily resolved both complaint heads: its handling of a missed contractor appointment for boiler installation works (a £30…
202313879 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of flooding in the communal carpark (wastewater that damaged his possessions) and in its complaint handling. It ordered a written…
202213195 Housing association
The Ombudsman found service failure by L&Q in its handling of reports of faults to communal entrance doors, including delays, poor communication, and inadequate recognition of security concerns. Maladministration was…
202224796 Housing association
The Ombudsman found the landlord's offer of £790 for shed repair errors and £80 for complaint handling resolved both issues satisfactorily, recommending it also clarify its position on electrics and window repairs and…
202307207 Housing association
The Ombudsman found reasonable redress for the landlord's response to the resident's reports of a mice infestation (it had offered £320 in compensation for that issue). It found service failure in the landlord's…
202234914 Housing association
The Ombudsman found maladministration in the landlord's response to reports of flooding from the balcony (defective/missing balcony drainage), where it failed to investigate the cause, failed to evidence its decant…
202311793 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a leaseholder's reports of water ingress through the wall causing internal water damage, ordering £1,000 compensation, a chief-executive…
202016151 Housing association
The Ombudsman found a service failure in the landlord's response to the resident's reports of ASB from her neighbour. While the landlord took reasonable steps to investigate the allegations in line with its ASB policy,…
202306386 Housing association
The complaint concerned the landlord's handling of the resident's reports of a roof leak and heating repairs. The Ombudsman found the landlord had accepted significant delays and failures in carrying out the repairs,…
202223865 Housing association
The Ombudsman found maladministration in the landlord's handling of a service charge refund request dating back to 2013, ordering £250 compensation, a full refund with interest, and an end to the disputed charge, while…
202312902 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs following a roof leak, citing unreasonable delay and poor communication against its own repair standards. It ordered…
202309874 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's ASB reports and the security of the communal entry door, including failures to keep records, clean the communal area, act…
202210958 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about estate inspections, the local office and caretaking, due to poor record-keeping and a prolonged delay in completing…
202419794 Housing association
The complaint concerned the landlord's handling of the resident's reports of pest infestation in her flat. Following the Ombudsman's intervention the landlord completed all the proofing works and offered additional…
202403327 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request for a permanent (medical priority) move and her request for temporary accommodation, and maladministration in its handling of…
202400693 Housing association
The complaint concerned the landlord's handling of reports of a communal roof leak and associated damp and mould. The Ombudsman found service failure, concluding an 18-month delay to complete roof repairs that took one…
202225736 Housing association
The landlord had record-keeping and communication shortcomings over repairs to doors, heating and toilets, and delayed its stage 2 complaint response, but its £520 compensation offer was reasonable redress. It acted…
202416158 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of damp and mould (linked to window defects and water ingress) and for delays and shortcomings in its complaint…
202419855 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's outstanding kitchen ventilation unit repair and in its handling of the associated complaint. The landlord had failed to complete the…
202419554 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and damp and mould, and in its handling of the associated complaint. The landlord failed to evidence appropriate…
202416766 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to leaking guttering, a damaged window and reports that the works were causing damp and mould, and service failure in its complaint handling.…
202413917 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (ASB) reports and staff conduct concerns, citing failures to follow its ASB and Vulnerable Residents policies,…
202331777 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about its caretaking and ground maintenance services, and maladministration in its handling of her complaint. It ordered a…
202325383 Housing association
The Ombudsman found maladministration in the landlord's handling of a pest infestation (mice) in communal areas and its handling of the resident's complaint. The landlord failed to meet its repairs policy timeframes for…
202322448 Housing association
The Ombudsman found reasonable redress in the landlord's handling of heating and hot water repairs (its compensation offer was proportionate and resolved the repair failings), but maladministration in its complaint…
202414763 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of ongoing roof leaks, which dated back years and remained unresolved, with works outstanding for around four years. It…
202403403 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of the property, citing repair delays, poor communication, and a failure to investigate reports of severe…
202321059 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen renewal and of the resident's complaint. The landlord failed to follow its component renewal procedure, delayed an inspection by…
202320090 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to leaks, damp and mould in the communal riser cupboards (which took around six months to resolve, contrary to its repairs policy), and…
202318626 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repair requests following a leak: it failed to raise repairs to the damaged plasterboard and skirting board within the required 10-day…
202416768 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's roof, bedroom window and associated remedial work (repeated unexplained delays, poor communication and inadequate record…
202313381 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and her associated concerns about video recording equipment (CCTV/video doorbell). It ordered a further apology, a meeting…
202220572 Housing association
The Ombudsman found severe maladministration by L&Q for failing to resolve a water ingress and damp/mould issue over nearly 4 years, with prolonged inaction and poor communication, and for an 18-month delay in providing…
202318131 Housing association
The Ombudsman found severe maladministration in the landlord's handling of rent arrears (including unreasonable chasing of payment and service of a Notice of Seeking Possession) and maladministration in its handling of…
202212403 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's requests to replace the bathroom flooring, kitchen, and toilet, as well as in its complaint handling. The landlord failed to keep…
202409715 Housing association
The complaint about the landlord's handling of roof repairs and the resident's subsequent reports of damp and mould was resolved through the Ombudsman's early resolution process. Following the Ombudsman's intervention,…
202328959 Housing association
The complaint concerned the landlord's handling of repairs to the resident's heating and hot water system and its complaint handling. The Ombudsman found reasonable redress in the repairs handling (the landlord's…
202312368 Housing association
The Ombudsman found service failure in the landlord's communication about external cyclical maintenance works, including unreasonable delays in responding to the leaseholder's observations, record-keeping failings, and…
202234258 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of an ongoing roof leak causing damp and mould and issues with the extractor fans, and maladministration in its handling of the…
202332944 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of anti-social behaviour, as it failed to conduct a risk assessment, assess a further report, maintain records, or keep its…
202323184 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about her housing situation and request to be rehoused, and in its associated complaint handling. The landlord failed to record…
202225258 Housing association
The Ombudsman found the resident's data protection complaint outside its jurisdiction, and found maladministration in the landlord's handling of his ASB reports (delay, poor record keeping, unexplained case closure) and…
202308087 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a replacement kitchen — including a 7-month delay, repeated failures to keep the resident updated, poor record keeping, and…
202229424 Housing association
The Ombudsman found maladministration in the landlord's handling of service charge queries and its complaint handling, and service failure in its handling of a satellite dish damage claim, ordering £425 additional…
202313077 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for soundproofing, as soundproofing is an improvement outside its repair obligations and it fairly investigated the reported…
202307487 Housing association
The Ombudsman found the landlord made a reasonable offer of redress for the condition of the property when let to the resident, covering the failure to renew windows before the tenancy began, the condition of the…
202215447 Housing association
The landlord was found guilty of maladministration for its handling of repairs to a leaseholder's balcony, which involved repeated missed appointments, poor communication, and failure to complete a promised emergency…
202319737 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reported bathroom leak (a four-day delay in attending, failure to acknowledge reports, poor record keeping and no evidence it assessed…
202310740 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the bathroom light following a leak (left unrepaired for around four months) and in its handling of the formal complaint, and reasonable…
202312771 Housing association
The Ombudsman found maladministration in the landlord's handling of a reported roof leak (and associated damp and mould), and maladministration in its complaint handling. The landlord failed to progress the repair for…
202310713 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's window repair request and of his formal complaint. The landlord failed to properly record and complete the window repairs, gave…
202231157 Housing association
The Ombudsman found severe maladministration in the landlord's 4-year delay repairing faulty windows despite professional advice to replace them, plus maladministration in complaint handling and record keeping, ordering…
202311021 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's reports of noise nuisance and ASB (it accepted its delays, apologised and offered compensation), no maladministration for the…
202322512 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about communal electric repairs, based on the landlord paying £50 it had offered for the inconvenience of the temporary loss of…
202305570 Housing association
The Ombudsman found the complaint about the level of service charges to be outside jurisdiction under paragraph 42(d) of the Scheme (such matters falling to the First-tier Tribunal), and found no maladministration in…
202302237 Housing association
The complaint concerned the landlord's handling of the resident's request for information about replacement of the kitchen, bathroom, plumbing and electrics, plus its complaint handling. The Ombudsman found the…
202410480 Housing association
The Ombudsman found maladministration in the landlord's handling of subsidence, repairs (including a recurring leak from the flat above and window replacement), the conduct of its contractors and damage to the…
202341681 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen repairs following a leak (significant delays, three works orders outside policy timescales, and the damaged units still not…
202407290 Housing association
The Ombudsman found the landlord made an offer of reasonable redress in respect of its handling of leaks, damp, mould, bathroom extractor fan and window issues, but found maladministration in its record keeping and…
202314122 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including failure to keep clear inspection/repairs records, to arrange a further inspection when mould was…
202311723 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of errors on her service charge account: it failed to be fully transparent about a communal electricity charging error and had no…
202303026 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of errors on her service charge account, having corrected and reissued the statements, checked previous years'…
202318342 Housing association
The Ombudsman found no maladministration in the landlord's removal of the resident's vehicle (which it deemed dangerous and a nuisance, being on bricks, untaxed and without an MOT) and no maladministration in its…
202312433 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen cupboard repairs, as it failed to progress or re-inspect the kitchen in a timely manner, avoidably delaying referral for…
202222811 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to be removed from a joint tenancy, due to poor communication and delay, ordering an apology and £300 compensation.
202213537 Housing association
The Ombudsman found that the landlord's handling of repairs was delayed with poor communication, and its complaint handling was also delayed with poor record keeping. However, the landlord's offer of £400 compensation…
202318787 Housing association
The Ombudsman found maladministration in the landlord's level of compensation following planned kitchen works and in its complaint handling. It ordered the landlord to pay £1,101.47 compensation, apologise in writing,…
202319709 Housing association
The complaint concerned the landlord's handling of the resident's report that contractors had disposed of her personal belongings while she was in temporary accommodation after a fire, and the landlord's complaint…
202304010 Housing association
The Ombudsman found maladministration in London & Quadrant's response to the resident's ASB reports and in its complaint handling and communication, service failure in its response to the communal front door issue, and…
202311250 Housing association
The resident reported roof and gutter disrepair and an overgrown garden; repairs to the roof were delayed until June 2024 and no action was taken on the garden. Following the Ombudsman's intervention, the landlord…
202303052 Housing association
The Ombudsman found reasonable redress by the managing agent in its handling of repairs to the resident's electric vehicle charging point. Although there were failings across all three repair requests (delay and poor…
202314377 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of poor staff/contractor conduct at the resident's property, as it failed to safeguard the resident and to manage how the contractor completed…
202223130 Housing association
The Ombudsman found maladministration in the landlord's handling of unresolved new-build defects (draughts and sewage smell) as it failed to actively oversee the builder's remedial work, but found reasonable redress in…
202408396 Housing association
The Ombudsman found failings (service failures) in the landlord's handling of leaks and damp and mould, repairs to the balcony, bathroom ceiling and boiler, and its complaint handling. However, it determined under…
202406859 Housing association
The Ombudsman found the landlord's offer of £1,666.36 was reasonable redress for its handling of the leaseholder's reports of water ingress from the roof, where it delayed prioritising the gutter clearance and delayed…
202347245 Housing association
The Ombudsman found maladministration in L&Q's handling of repairs to a communal entrance door and door entry system, which remained unresolved for more than 14 months without justification and without adequate…
202340688 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about bathroom ventilation (a long-running communal fan fault and its failure to reinstate the bathroom extractor fan face…
202216087 Housing association
Maladministration for the landlord's response to roof leak reports over 2+ years, with delays, poor record-keeping, and unresolved internal damage. Also maladministration for complaint handling taking nearly a year.…
202403494 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and subsequent damp and mould: the soil stack repair took an unacceptable delay in excess of 12 months, communication…
202345330 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a roof leak and associated internal property damage, given significant and lengthy delays and poor communication over…
202341788 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of roof repairs (failure to evidence/provide inspection reports and prolonged avoidable delays) and in its complaint handling…
202314064 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of water ingress and the subsequent remedial works, and service failure in its complaint handling. The landlord had already…
202308080 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks into the kitchen, including a 211-day delay in reconnecting the kitchen light and treating the damp and mould, along…
202306793 Housing association
The resident complained about the landlord's handling of her rehousing application on medical grounds and its handling of her formal complaint. The Ombudsman found the rehousing complaint outside jurisdiction because it…
202402829 Housing association
The Ombudsman found maladministration in the landlord's handling of the bathroom repairs (works recommended in June 2022 not completed until March 2024, scalding risk not acted on with urgency, outstanding…
202305058 Housing association
The landlord's pre-investigation offer of £1,676 compensation reasonably resolved the resident's complaint about the loss of hot water service and the compensation offered. However, there was service failure in the…
202003616 Housing association
The Ombudsman found maladministration by L&Q in its handling of window repairs. The landlord repeatedly carried out ineffective repairs without considering the resident's vulnerable husband or the history of the issue,…
202409857 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the reported leak and of damp and mould (the landlord had apologised and offered compensation in line with its policy), but service failure in its…
202323467 Housing association
The Ombudsman found the landlord offered reasonable redress for its delayed response to the resident's porch repairs and resulting damp and mould, no maladministration in its response to intermittent water leaks from…
202343223 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the reported inappropriate conduct of its contractor, service failure in its response to reports that kitchen units and flooring were damaged…
202310865 Housing association
The complaint concerned the landlord's handling of works to repair and replace the resident's front door and kitchen. Following the Ombudsman's intervention, the landlord offered £579.84 compensation and an apology,…
202305890 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of a bedroom wall (repairs took around two years with repeated changes of position and poor communication),…
202303689 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and follow-on remedial works (which remained unresolved over two years on) and in the delays repairing the rear entrance door…
202413449 Housing association
The complaint concerned the landlord's handling of repairs to a window. The Ombudsman found service failure: although the landlord acted in line with its repairs policy (attending as an emergency, boarding the window to…
202414096 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak and of damp and mould, which remained unresolved over four years after first being reported, with delays, a closed…
202329496 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould and a subsequent pest infestation, ordering an additional £1,000 compensation plus a new survey, a deep…
202230100 Housing association
The Ombudsman found service failure in the landlord's handling of reports about communal area cleanliness and condition, and in its complaint handling due to a 213-working-day delay in responding, ordering an apology…
202226399 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's downsizing move request and in its complaint handling, ordering an apology and £450 compensation.
202218346 Housing association
The Ombudsman found reasonable redress in the landlord's response to a pest infestation, as the landlord's £240 compensation and subsequent effective pest control actions provided a reasonable remedy. No…
202310204 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's parking concerns, the end-of-DLP check, the balcony door and decking repairs, repairs to cracked walls/sub-floor/taps/hole behind the…
202304259 Housing association
The landlord failed to properly consider or discuss the resident's mobility scooter storage options when it withdrew a long-standing arrangement, and later served a 24-hour notice to remove the scooter when that was not…
202411689 Housing association
The Ombudsman found service failure in the landlord's handling of a leaseholder's reports of a roof leak. The landlord took about seven months to repair the roof, exceeding its own timescales, failed to thoroughly…
202410614 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's repeated reports of boiler faults that caused loss of heating and hot water, and service failure in its complaint handling. It ordered a…
202335641 Housing association
The complaint concerned the landlord's handling of reported leaks in the resident's fifth-floor flat. The Ombudsman found maladministration: despite knowing since April 2023 that a window/roof leak repair was needed,…
202323654 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of disrepair to the windows causing damp and mould, and maladministration in its complaint handling and level of…
202315212 Housing association
The landlord delayed acting on window repair issues its own 2023 damp and mould inspection had identified, failed to follow up on actions promised in its final complaint response, and left the repairs outstanding. Its…
202308548 Housing association
The Ombudsman found severe maladministration in the landlord's handling of toilet repairs (it left the resident without a working toilet for nearly two years after condemning both toilets), and maladministration in its…
202343786 Housing association
The Ombudsman found service failure in the landlord's handling of repairs, maladministration in its handling of damp and mould and subsequent repairs, maladministration in its complaint handling, and maladministration…
202310991 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB from a neighbour and in its complaint handling. It ordered the landlord to apologise, pay a total of £790 compensation…
202324497 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould: over an extended period (reported since June 2021) it took no permanent steps to resolve the mould, did not…
202217703 Housing association
The Ombudsman found maladministration in the landlord's response to repairs (boiler, shower door, roof leak, kitchen sink leak) due to significant delays, poor communication, missed appointments and record-keeping…
202317798 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about damp and mould. There were significant delays (e.g. a cavity wall inspection not attended until 11 months after being…
202313921 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise nuisance, chiefly because it kept no records of her reports and did not respond for over a year; it found no…
202305784 Housing association
The Ombudsman found no maladministration in the landlord's decision to issue a notice of seeking possession for rent arrears, as it was entitled to do so under the tenancy agreement and made reasonable attempts to…
202230164 Housing association
The Ombudsman found reasonable redress for service charge concerns, maladministration in handling repairs to the property and bin store, and service failure in complaint handling, ordering an additional £400…
202223776 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould/window leak reports and its complaint handling, and service failure in its record keeping, ordering £700 compensation and a survey plus…
202219217 Housing association
The Ombudsman found service failure by L&Q regarding water supply issues (the property was without water for 4 weeks and hot water for 59 days), significant delays in kitchen repairs dating back to 2019, and poor…
202227796 Housing association
The Ombudsman found the data-sharing complaint outside its jurisdiction (a matter for the ICO), but found maladministration in the landlord's mishandling of updating its systems after a court-ordered tenancy transfer,…
202224058 Housing association
The Ombudsman determined that the complaint about repairs, silica dust, and workmanship was outside its jurisdiction, as it repeated matters already decided in a previous case and related to ongoing court disrepair…
202212072 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports, having taken over three years to replace a faulty extractor fan and failing to consider the resident's vulnerability. Service…
202325715 Housing association
The resident complained about the landlord's handling of reported leak, damp and mould and about staff conduct. The Ombudsman determined the complaint was outside its jurisdiction under paragraphs 41c and 42e of the…
202313842 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal roof (significant delay, poor communication, inadequate record-keeping, no interim repairs to keep the roof watertight, and no…
202309085 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's floors, having missed opportunities to identify the household's vulnerabilities, failed to work with the resident to move…
202317035 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (poor record-keeping, no risk assessments, delayed action plan, missed early intervention, poor…
202311830 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the window seals (excessive delays and poor communication over roughly two years and eight months) and maladministration in its complaint…
202321355 Housing association
The Ombudsman found severe maladministration in the landlord's handling of major floor repairs (it failed to raise the repair, delayed completion for over a year and a half after notice, refused a decant without…
202301182 Housing association
The complaint concerned the landlord's response to a shared owner's enquiries about estimated service charges for 2023-2024, and its handling of the complaint. The Ombudsman found no maladministration on either head, as…
202227632 Housing association
The Ombudsman found no maladministration by the landlord in relation to providing incorrect information about the length of the lease of the resident's property.
202201163 Housing association
The Ombudsman found maladministration in the landlord's handling of a fence repair (delays of nearly nine months, failure to progress the section 20 consultation, and the fence remaining unrepaired) and…
202310872 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of heating issues and in its complaint handling, concluding its compensation did not reflect the seriousness of its failures…
202306620 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's application to be rehoused on medical grounds: it failed to follow its published rehousing procedure, applied different criteria it had…
202306498 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports (poor communication, no action plan, failure to work with the police), and reasonable redress for its handling of the…
202306736 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's service charge queries, as it provided clear explanations and supporting documentation of the specific charges. However, it found…
202319875 Housing association
L&Q was found to have committed service failure in its response to the resident's report of an incorrect EWS1 form, because of poor communication and a failure to make reasonable enquiries with the managing agent about…
202232684 Housing association
The resident asked the landlord to alter the balcony's access point (adding a door) and improve the privacy glass, having identified these issues when they moved in in 2007 but only reporting them in 2022. The Ombudsman…
202223589 Housing association
The Ombudsman found maladministration in the landlord's handling of a rent refund request and service failure in its handling of the related complaint, while finding reasonable redress for its handling of home…
202221860 Housing association
The Ombudsman found the landlord's £340 compensation offer and apology for delayed loft repairs following a roof leak, and for poor complaint handling, amounted to reasonable redress. There was no maladministration in…
202314930 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports following completion of repairs, and reasonable redress in its handling of the overflowing rain pipe and its complaint…
202123785 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, including failures to investigate the underlying cause, significant delays in repairs, and poor record-keeping. Severe…
202324352 Housing association
The Ombudsman found maladministration in the landlord's handling of a roof leak that took almost two years to repair, ordering £700 compensation, an apology and a service improvement plan. It found reasonable redress…
202310405 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's bathroom extractor fan and ventilation system, citing an unreasonable 22-week delay, poor communication, and a failure to…
202342172 Housing association
The Ombudsman found reasonable redress in relation to the landlord's response to reports of damp and mould throughout the property, no maladministration in its handling of the resident's management transfer request, and…
202325703 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that the space allocated for the cooker was inadequate, and service failure in its handling of the various repairs reports and…
202323621 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the property's condition when she moved in and her subsequent reports of damp and mould, heating, immersion heater and…
202311546 Housing association
The Ombudsman found a service failure in the landlord's response to the resident's reports of a leaking gutter and in its record keeping, due to poor oversight of the repair, jobs being closed without confirmation, and…
202234353 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about a carbon monoxide leak and a lack of heating and hot water (including a failure to consider her vulnerabilities), and a…
202406901 Housing association
The complaint concerned a recurring leak from the balcony causing damp and mould, and the landlord's complaint handling. The Ombudsman found reasonable redress on both heads: the landlord investigated the leak, treated…
202321860 Housing association
The Ombudsman found severe maladministration in the landlord's response to reports of defective heating and in its complaint handling, and no maladministration in its response to a report that a dividing fence needed…
202316601 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a loss of hot water and the associated repairs, and service failure in its handling of a leak and associated repairs, and in…
202231070 Housing association
The Ombudsman found maladministration in the landlord's handling of recurring damp and mould, including a sewage leak left unresolved for nearly a year, and in its complaint handling, which lacked substantive…
202230344 Housing association
The Ombudsman found the complaint about water ingress from a balcony above was outside its jurisdiction because the resident had lodged a legal disrepair claim covering the same issues, which was later settled for…
202338603 Housing association
The landlord's handling of the resident's reports of damp and mould amounted to severe maladministration. Damp and mould reported in February 2022 remained unresolved nearly two years later, with poor record keeping,…
202323555
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reports of a leak. response to the resident’s reports of damp and mould in the kitchen. handling of the…
202323037 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (inadequate record keeping, failure to act on a further report, and failure to consider contributing to damage),…
202309142 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for garden adaptations: it failed to progress the application in a timely manner, communicated poorly, and retracted a promised…
202221271 Housing association
The Ombudsman found the landlord's overall £600 compensation offer for its ASB handling to be reasonable redress, but found maladministration in its repeated failure to treat faulty communal security doors as emergency…
202212074 Housing association
The landlord made reasonable redress for its handling of the resident's reports of problems with the heating and hot water system. The stage 1 response was inadequate, but the stage 2 response was thorough, acknowledged…
202007901 Housing association
The landlord was found to have maladministration for its response to leaks into the living room (unaddressed for ~23 months) and associated ceiling repairs (temporary repair for ~2.5 years). Reasonable redress was found…
202333840 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delays, and failure to address reports that the property was excessively cold), and service failure in its…
202323505 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the block's front entry door and intercom system and in its complaint handling, ordering a total of £1,060 in compensation. For the rodent…
202311798 Housing association
The complaint concerned the landlord's refusal of permission to install a driveway on communal land. The Ombudsman found no maladministration, as the area was communal and did not form part of the tenancy, and the…
202220367 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests for kitchen and bathroom works over a 20-month period, due to repeated delays, poor internal communication, lack of ownership,…
202346194 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of no heating and hot water, which recurred over more than two years, due to delays in diagnosis and repair, inadequate…
202402163 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and repairs at the property, and in its complaint handling. The complaint about the communal front door was outside…
202344800 Housing association
An assured tenant complained about the landlord's response to damp and mould and associated works, its response to damage to her belongings, and its complaint handling. The Ombudsman found severe maladministration in…
202342939 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repair reports (delays and outstanding ventilation/damp-and-mould works over 27 months) and pest reports (delayed and uncompleted…
202346001 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks and subsequent damp and mould, citing delays, failure to pursue the freeholder, poor record keeping, and failure to consider the…
202306125 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to succeed to her late mother's assured tenancy, and maladministration in its handling of the associated complaint. The landlord…
202307719 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a rats and mice infestation. The landlord failed to complete the recommended proofing works despite repeated pest control…
202220737 Housing association
The Ombudsman found reasonable redress for the landlord's handling of heating and hot water repairs (with £770 compensation offered), but maladministration for its handling of the resident's service charge queries and…
202215121 Housing association
The Ombudsman found severe maladministration in L&Q's handling of repairs to the resident's kitchen, bathroom and flooring, with delays of up to 29 months, poor communication, missed appointments, and failure to record…
202336541 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and a lack of heating, and service failure in its responses to reports of overcrowding and anti-social behaviour; its…
202347531 Housing association
The Ombudsman found maladministration in the landlord's response to reports of noise, odours and a fly infestation caused by blocked drainage, to reports of a mice infestation, and to reports of an overgrown tree in a…
202304413 Housing association
The Ombudsman found service failure in the landlord's handling of a washing machine repair that was left outstanding for 6 months before the appliance was replaced, with the impact increased by the resident's reported…
202348652 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's transfer application and in its complaint handling. The landlord failed to effectively communicate, did not properly investigate or…
202321375 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, noise nuisance and noise transference, in its handling of her request for rehousing on medical grounds, and in its…
202302258 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould (ordering further compensation), no maladministration in its handling of repairs to a storage heater, service failure in its handling of…
202231020 Housing association
The Ombudsman found maladministration in the landlord's handling of an insecure front door and windows, a hazardous garden path, and prolonged boiler/heating failures affecting a vulnerable household, plus…
202227820 Housing association
The Ombudsman found the landlord's response to prolonged heating and hot water failures, along with a related legal disrepair settlement of £3,250 and Stage 2 compensation of £2,334, constituted reasonable redress, as…
202227433 Housing association
The Ombudsman found service failure in the landlord's handling of roof leaks affecting the resident's loft and kitchen, and in its handling of the associated complaints, ordering compensation, an apology and completion…
202332398 Housing association
The landlord's handling of reports about damp and mould, and its complaint handling, were found to be satisfactorily resolved by the redress it offered before investigation (reasonable redress). However, there was…
202301154 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of no gas heating or hot water (including the level of compensation offered) and service failure in its complaint handling. It…
202227036 Housing association
The Ombudsman found severe maladministration in the landlord's handling of heating/hot water and damp and mould issues, and maladministration in disrepair repairs and complaint handling, ordering over £3,000…
202128367 Housing association
The Ombudsman found maladministration by L&Q for its handling of a resident's request for repairs to a boundary wall and fencing, with excessive delays over 4 years, poor communication, and failure to follow through on…
202231383 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a crack in the exterior wall, a leak from the above balcony, and subsequent damage to the property, and maladministration in…
202231045
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak and the associated remedial repairs. The resident’s reports of issues…
202313577 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to be rehoused and associated staff conduct, and in its handling of the associated complaint, but no maladministration in its…
202218563 Housing association
The landlord was found to have service failure for significant delays in installing adaptations (a wet room and ramp) for a resident with mobility concerns, taking nearly two years from initial request to completion.…
202334169 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould: it had not completed the full extent of earlier works, could not evidence a 'healthy homes' risk…
202305315 Housing association
The Ombudsman found severe maladministration in the landlord's handling of window repairs and associated reports of damp and mould, which took around 15 months to complete amid poor communication, record keeping and…
202306491 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and associated repairs, its handling of repairs to the windows, and its complaint handling. It ordered an…
202346332 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance, due to poor record-keeping and an inability to verify that the action plan (floorboard replacement and sound…
202217811 Housing association
The Ombudsman found maladministration by L&Q for its handling of a long-running mice infestation (2019-2023), including unreasonable delays in sealing entry points and replacing damaged carpets; maladministration for…
202322535 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports due to failure to follow its ASB policy, delayed responses, and poor record keeping, ordering £350 compensation. The…
202309774 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's shower (a recurring leak into the kitchen left unresolved for around three years) and maladministration in its complaints…
202224694 Housing association
The Ombudsman found maladministration in the landlord's response to reports of required staircase repairs and in its complaint handling, ordering £1,300 compensation and an inspection with a repair timetable.
202347485 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and service failure in its handling of her reports of damage to personal items and of her formal complaint.…
202323031 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour, its handling of damp and mould, and its handling of the complaint and the level of compensation…
202303364 Housing association
The Ombudsman found the landlord's handling of the heating repairs and bedroom window repairs amounted to failings, but that its offered redress resolved those complaints satisfactorily. However, it found…
202115193 Housing association
The Ombudsman found maladministration by L&Q in its response to the resident's reports of antisocial behaviour (failure to assess risk, poor communication, delayed security measures), in its handling of a medical…
202228106 Housing association
The Ombudsman found maladministration in the landlord's handling of water pressure issues caused by a shared mains supply, after it unreasonably classified the fix as a resident-funded improvement, and maladministration…
202319427 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, and service failure in both its handling of electrical works and its complaint handling/compensation. The landlord was ordered to…
202316059 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and her request to be rehoused through a management transfer, citing failure to act promptly, to use warning letters, an…
202316572 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's complaint about the security and condition of the block, ASB, repairs to the emergency door releases and fire safety signs. The landlord…
202306931 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a contaminated water supply, and maladministration in its handling of the gas supply, repairs and the resident's…
202203338 Housing association
Severe maladministration for handling of repairs to patio paving and front ramp, with repeated delays over ~30 months leaving a wheelchair-user resident unable to safely access his property. Maladministration for…
202336460 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a roof leak and associated damp and mould, which remained outstanding for over a year with significant failures in communication, record…
202331279 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a water tank leak, remedial works following leaks (plasterwork and kitchen units) and repairs to uneven paths, and maladministration in its…
202405141 Housing association
The landlord offered reasonable redress for its management of patio door repairs: it acted appropriately to secure the door but did not replace the glazing unit until June 2024, well outside its 25-day repair timescale,…
202333852 Housing association
The Ombudsman found maladministration in the landlord's handling of the boiler repairs, window repairs, damp and mould, and the handling of the complaint and level of compensation offered, and reasonable redress for its…
202330174 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould: it had known of the need to repair the property since 2018 but did not complete a suitable, lasting repair, there…
202316285 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement of the resident's windows and a communal door, which remained outstanding for around 16 months with poor communication and delays in…
202316143 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a back door replacement (it closed the works order despite its inspection describing the door as "very poor", declined replacement due to a high…
202309023 Housing association
The Ombudsman found maladministration in the landlord's handling of water supply and water pressure issues, and reasonable redress for its complaint handling. Reports of heating/hot water loss, gas leaks, a boiler leak,…
202225451 Housing association
The Ombudsman found no maladministration in the landlord's response to a complaint about one of its officers, but found service failure in its complaint handling, ordering total compensation of £200 including a previous…
202339619 Housing association
The Ombudsman found maladministration in the landlord's handling of compensation connected with a noisy boiler and the loss of heating and hot water, concluding the landlord left the resident without gas for 54 days and…
202225580 Housing association
The Ombudsman found service failure in the landlord's handling of repair reports, while its prior offer of redress resolved the complaint about its complaint handling.
202327882 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of noise and noise transference (failures to keep adequate records, agree an action plan, keep in regular contact, and listen…
202307643 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of draughts from the bedroom windows, as it inspected the windows several times and reasonably relied on its contractor and supervisor…
202233774 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of kitchen repairs, maladministration in its handling of the reported rodent infestation, and service failure in its handling…
202316685 Housing association
The landlord's handling of the resident's reports of anti-social behaviour amounted to severe maladministration, owing to a series of cumulative failings including lost evidence, no risk assessment or action plan,…
202301941 Housing association
The Ombudsman found maladministration in the landlord's handling of concerns about wheelchair accessibility and the request for adaptations: a new front door did not meet the wheelchair user's needs, the adaptations…
202301306 Housing association
The Ombudsman found severe maladministration in the landlord's handling of heating repairs and in its complaint handling, and maladministration in its record keeping. The landlord had failed to properly investigate the…
202229078 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, kitchen damage, and damp and mould, ordering £1,290 compensation, while its prior offers of redress for flooring/carpet damage and complaint…
202324168 Housing association
The complaint concerned the landlord's handling of repairs to a roof leak causing damp and mould, and its complaint handling. The Ombudsman found the landlord's handling inadequate but, given its apologies, learnings…
202308819 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports about window repairs, mice infestations, recurring boiler failures and bare concrete floors. It found the landlord had made…
202340261 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak from the flat above. Despite reports from November 2023 of water passing through the bathroom electrics and…
202220110 Housing association
The Ombudsman found severe maladministration for the landlord's failure to manage damp and mould reports over a 3-year period, with repeated delays in completing repairs despite known vulnerabilities in the household.…
202308916 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks, damp and mould and bathroom repairs, and severe maladministration in its management of the resident's complaint and request for…
202221241 Housing association
The Ombudsman found no maladministration in the landlord's thorough but unsuccessful investigation into an unidentified noise nuisance, but found service failure in its complaint handling after it prematurely closed the…
202322436 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about her heating, maladministration in its complaint handling, and service failure in its record keeping. It ordered the…
202319292 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour and hate incidents, and in its handling of the resident's complaint. The landlord failed to evidence…
202225494 Housing association
The Ombudsman found severe maladministration in the landlord's handling of balcony door repairs (a 14-month delay), maladministration over a bathroom leak and communal windows, and service failure in complaint handling,…
202202714 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould repairs and aids and adaptations, and maladministration for complaint handling. The landlord took over a year to clear gutters,…
202233154 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the kitchen sub-floor replacement (unreasonable delay over about four years), and maladministration in its handling of the extractor fan…
202218733 Housing association
The Ombudsman found that the landlord's handling of the resident's complaint was poor, with significant delays and communication failures, but determined that the landlord offered reasonable redress by acknowledging its…
202124346 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's temporary decant due to damp and mould, including poor communication, failure to manage expectations, and unsympathetic responses. Service…
202424634 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from the bathroom and in its handling of her complaint. The landlord declined to investigate or repair despite a…
202324213 Housing association
Maladministration in handling of toilet repairs (outstanding over 2 years) and service failure in complaint handling. Landlord had already paid £6,245 for the repair and £470 for complaint handling; no further…
202226658 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal stack pipe leak that affected the resident's property and ordered £2854 rent-based compensation, while the complaint handling…
202306096 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from a communal waste pipe: it wrongly required the resident to instruct a private plumber at his own cost and failed…
202204359 Housing association
The Ombudsman found maladministration by L&Q for its handling of remedial works following a series of leaks (2018-2020), its handling of asbestos removal, and its complaint handling, plus service failure for record…
202228344 Housing association
The Ombudsman found maladministration in the landlord's handling of lift repairs, ASB, condensation/damp/mould and complaint handling, and service failure in its handling of pests and communal cleaning. No…
202319060 Housing association
The Ombudsman found service failure in the landlord's response to reports of cracks in the ceiling: it missed its repairs policy timeframe, kept poor records of the inspection, scheduled no follow-up repairs, delayed…
202307382 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould: the issue reported in July 2022 remained unresolved almost two years later, with a lack of urgency,…
202305870 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of noise nuisance from a communal bin store (significant delays, poor workmanship and poor communication), no maladministration in its handling…
202216912 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of repairs to the ventilation system (significant delays of around 12 months but £300 compensation offered), and maladministration regarding the…
202328643 Housing association
The complaint concerned the landlord's response to the resident's request for reasonable adjustments (email communication and afternoon appointment preference) for the annual gas safety check. The Ombudsman found…
202229276 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's inadequate hot water system or her request for a combination boiler, finding its offer to install a larger cylinder and pump was…
202311071 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about her transfer to a new property. The 3-bedroom property she was offered in December 2022 was not ready until almost 9…
202231684
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports regarding: Flooding in the property and the subsequent damage. The suitability of…
202211737 Housing association
The Ombudsman found that the landlord's response to an electrical consumer unit fire was delayed and fell short of expected standards, including a year-long delay in the stage 2 complaint process. However, the landlord…
202202098 Housing association
The Ombudsman found maladministration by L&Q in its handling of a resident's reports of antisocial behaviour (a hate-related incident) and in its complaint handling. The landlord failed to log the report promptly, did…
202302981 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's move to temporary accommodation following an ASB incident, and in its handling of the complaint. It ordered a written apology, contact…
202317961 Housing association
The complaint concerned the landlord's handling of window repairs following a leak and the associated complaint. The Ombudsman found the landlord's offer of redress (compensation plus remedial steps and service changes)…
202306893 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak from the shower to the bedroom. The landlord took 16 months to replace the bathroom flooring and re-tile to stop the…
202231549 Housing association
The Ombudsman found no maladministration regarding smoke and carbon monoxide alarms, reasonable redress regarding temporary accommodation after a fire, but maladministration in a 263-working-day delay responding to the…
202215918 Housing association
The Ombudsman found maladministration by L&Q for its inadequate response to the resident's reports of ASB and noise nuisance from an upstairs neighbour, including failing to open an ASB case, review evidence, or address…
202214912 Housing association
The Ombudsman found maladministration in the landlord's handling of balcony repairs due to unreasonable delays, cancelled appointments, poor record-keeping, and failure to communicate its reasoning when accepting a…
202320637 Housing association
The Ombudsman found severe maladministration in the landlord's handling of leaks, damp and mould, which remained unresolved over many months with delays investigating the cause, poor communication and no consideration…
202307713 Housing association
The Ombudsman found the landlord's pre-investigation offer of redress for its handling of the resident's window repair reports—poor communication and delay with the repair left outstanding for around 10 months—resolved…
202229958 Housing association
The Ombudsman found severe maladministration in the landlord's handling of defective window replacements, maladministration in its complaint handling, and that a prior offer of redress satisfactorily resolved its…
202306167 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and homophobic harassment, its handling of the rehousing request, and its handling of the complaint. The landlord failed…
202319699 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to be rehoused: there was a significant delay (caused by an administrative error) in adding the resident to the rehousing…
202338938 Housing association
The Ombudsman found the landlord responsible for maladministration in its handling of the resident's transfer request and severe maladministration in its handling of the resident's reports about a neighbour's conduct…
202214447 Housing association
The Ombudsman found maladministration in the landlord's handling of bathroom repairs due to extensive delays, poor communication and record-keeping failures, and maladministration in its record-keeping. The landlord's…
202222733 Housing association
The Ombudsman found service failure in the landlord's failure to communicate a rescheduled window replacement programme, ordering £70 compensation, while the landlord's £50 offer for complaint handling delay was…
202231513 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a long-running rodent infestation, given its £300 offer and eventual resolution, but found service failure in its complaint handling, ordering a…
202222308 Housing association
A vulnerable tenant's medical rehousing application was lost by the landlord and had to be resubmitted, taking over 9 months in total to reach a decision that did not clearly consider his mental health conditions. The…
202223275 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, as it failed to complete or monitor remedial works or carry out a vulnerability risk assessment for the resident's asthmatic…
202204588 Housing association
The Ombudsman found maladministration by L&Q for its handling of a resident's reports of problems with her front door over several years, and for its handling of the associated complaints. The landlord failed to…
202221467 Housing association
The Ombudsman found maladministration in the landlord's handling of noise nuisance reports due to a staffing gap and significant delays, and maladministration in complaint handling due to a 58-working-day stage 2 delay,…
202109101 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs due to delays, inconsistent advice, and failure to produce a schedule of works over more than three years. No maladministration was…
202226320 Housing association
The Ombudsman found service failure in the landlord's handling of boiler repair delays, a request to cancel service charges, and its complaint handling, ordering an apology, £964 total compensation, and a review of…
202207073 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour, repairs to the ventilation system, other repairs (communal fire door, kitchen units, bedroom leak), and…
202313564 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal main entrance door (unacceptable delay of over 6 months and poor communication) and service failure in its responses to ASB,…
202223738 Housing association
The Ombudsman found severe maladministration in the landlord's response to concerns around a neighbour's death, maladministration in its complaint handling and record keeping, and reasonable redress for boiler and sink…
202124516 Housing association
The Ombudsman found maladministration for the landlord's handling of ASB reports (poor communication, no risk assessment, over-reliance on police), service failure for handling of the rehousing request (failure to…
202216813 Housing association
The Ombudsman found severe maladministration for the landlord's handling of damp and mould reports over a prolonged period, including failure to identify the underlying cause for around 2 years, failure to decant as…
202205988 Housing association
Severe maladministration for failure to engage with vulnerabilities and reasonable adjustment requests. Maladministration for drainage delay, leak repair failures, and complaint handling. Historical concerns outside…
202229395 Housing association
The Ombudsman found the landlord's redress for the tap repair delay and staff altercation was reasonable, but found maladministration in its handling of the resident's formal complaint, ordering total compensation of…
202203000 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (due to lack of proactivity and failure to record vulnerability) and ASB (due to inadequate complaint responses), reasonable redress for fire…
202309955 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's EWS1 request (poor communication and lack of regular updates) and in its complaint handling (around an 8-month delay responding at stage…
202219252 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front and rear doors following break-ins, due to a 7-day delay in completing rear door repairs and a failure to carry out a…
202222555 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running repair issues and damp and mould over about 4 years, plus maladministration in complaint handling and record keeping, ordering…
202216346 Housing association
No maladministration for internal repairs after ceiling collapse. Maladministration for external repairs due to unreasonable delays. Complaint handling was late but landlord's £120 offer was reasonable redress. Landlord…
201907087 Housing association
The Ombudsman found severe maladministration in the landlord's handling of redecoration works agreed in 2020, which took nearly 4 years to complete due to poor communication, ineffectual appointments, and failure to…
202214018 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's temporary move due to disrepair and asbestos, and in its complaint handling. Service failures were found regarding the disposal of white…
202212849 Housing association
The Ombudsman found maladministration by L&Q for its handling of bathroom repairs and complaint handling. The resident was left without washing facilities for 21 weeks due to repeated delays, and the landlord's…
202207570 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a disabled resident's request for a move and its failure to consider his vulnerability, and maladministration for its handling of ASB reports…
202206230 Housing association
The Ombudsman found maladministration in the landlord's response to ASB reports (cannabis smoking, noise, gate issues) from tenants of a leasehold flat below, due to failure to investigate holistically, make an…
202206101 Housing association
The Ombudsman found service failure for the landlord's handling of ASB reports (poor communication, lack of reasonable investigation) and fire safety concerns (delays in completing fire risk assessments and failing to…
202218260 Housing association
The Ombudsman found service failure in three areas: the landlord failed to respond to an emergency call out for a leak in July 2022; delayed assessing and replacing a leaking water tank in the loft; and took over 4…
202208378 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's queries about service charges, as it failed to investigate grounds maintenance standards and whether a road had been adopted by the…
202314354 Housing association
The landlord let the property to the resident without a carbon monoxide (CO) alarm, breaching the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022, and missed several opportunities to identify the missing…
202229881 Housing association
The Ombudsman found severe maladministration across all four aspects of the complaint - uneven floors unresolved for over 6 years, a leaking shower and damp and mould left unresolved for 2 years, and inadequate…
202217010 Housing association
The landlord was found to have maladministration for its unclear decisions regarding disposal of the resident's property, poor handling of the rehousing request, and inadequate record keeping. However, reasonable…
202215093 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a broken ventilation system and resulting damp and mould, as the landlord offered compensation and changed its policy. Service failure was found for…
202202317 Housing association
The Ombudsman found maladministration by L&Q for its handling of external repairs causing damp and mould inside a leaseholder's property, due to significant delays (up to 24 months), poor communication, and poor…
202109262 Housing association
The Ombudsman found severe maladministration for the landlord's handling of reports of cracks around the living room window and its complaint handling. The landlord took 26 months to complete repairs, leaving the…
202208759 Housing association
The complaint about parking space allocation and size was found to be outside the Ombudsman's jurisdiction as it involves lease interpretation best determined by the courts. Regarding complaint handling for maintenance…
202220785 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise nuisance/ASB, as it failed to inspect the neighbour's flooring, delayed offering noise recording tools, and did not agree…
202215833 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to a broken window (the landlord replaced the window, acknowledged failings, and offered proportionate compensation), but found service…
202212695 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs relating to water ingress, which took around 100 weeks to address and caused ongoing damage, damp and mould, and distress.…
202200838 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's door and window (8-month delay, missed appointments) and its complaint handling (3-month stage 2 delay). No maladministration…
202218385 Housing association
The landlord was found to have maladministration for excessive delays (6 months) in replacing a vulnerable resident's adapted shower seat, and for failing to properly investigate the resident's concerns about the…
202214474 Housing association
The Ombudsman found maladministration in the landlord's handling of replacement bedroom flooring due to inadequate communication, poor record keeping, and failure to manage the resident's expectations. Maladministration…
202209957 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about paying the same service charge for a concierge service as other blocks. However, there was maladministration in the…
202124688 Housing association
The Ombudsman found maladministration for the landlord's handling of window repairs (4-year delay for living room window, poor communication and record-keeping), service failure for handling of communal area issues…
202219957 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of repairs to heating and hot water (resident without adequate heating for around 4 months, but landlord acknowledged failings and offered £2,230 in…
202212749 Housing association
The landlord's handling of ASB reports (including physical assault and hate crime) was seriously flawed but its offer of redress prior to investigation was accepted as reasonable. However, severe maladministration was…
202201317 Housing association
The Ombudsman found severe maladministration for the landlord's handling of multiple repairs (kitchen, bathroom, bedroom, guttering, boiler) over a prolonged period, with repeated delays, poor workmanship, and failure…
202214856 Housing association
The Ombudsman found maladministration for the landlord's response to rodent infestation and kitchen/bathroom installation delays, and for complaint handling. Service failure was found for damp and mould response,…
202207197 Housing association
The Ombudsman found reasonable redress for the landlord's response to the missing boiler cap issue (training, audits, CO alarm, £120 compensation). However, maladministration was found for the landlord's handling of the…
202212405 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reported smells (failings in attendance and communication, but £300 compensation and £401 expense reimbursement offered was adequate).…
202206684 Housing association
The Ombudsman found maladministration by L&Q for reversing its decision to remove trunking (recommended by an OT to address the resident's PTSD) without adequate reasons or redress, and service failure for complaint…
202202309 Housing association
The landlord was found to have maladministration for its handling of outstanding repairs, with significant delays (49 weeks beyond the agreed completion date) in completing works following a disrepair claim settlement,…
202214632 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about bathroom walls and repair quality, as it failed to include a review of previous repair work in its work order. There was no…
202203840 Housing association
The landlord was found to have maladministration for its response to a resident's reports of a leak, due to significant communication failures, poor record-keeping, and delays in completing repairs which recurred after…
202204724 Housing association
The Ombudsman found maladministration by L&Q for its handling of repairs (asbestos removal, snagging, ceiling cracks) and for complaint handling. The landlord failed to inspect asbestos works before the resident…
202219440 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's transfer request, due to poor communication about policy changes, lack of case ownership, and failure to properly consider fire safety…
202326783 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of ASB and vandalism in the communal area, service failure in its handling of the resident's concerns about staff conduct, and…
202200947 Housing association
The Ombudsman found maladministration by L&Q for failing to install a new heating system in a timely manner, leaving the resident without heating and hot water for 77 days during winter, and for poor complaint handling…
202125101 Housing association
Reasonable redress for heating/hot water handling (65hrs without heating in winter, £380 compensation appropriate). Maladministration for replacement boiler handling (new boiler broke within a week, no post-inspection).…
202207520 Housing association
The Ombudsman found maladministration in the landlord's handling of external window cleaning (failure to provide the service as promised, misleading information, and delay), its handling of fire alarm concerns…
202204339 Housing association
No maladministration for fire door response (multiple inspections confirmed door met standards). Maladministration for complaint handling due to delays, failure to escalate, and lack of vulnerability consideration. £320…
202226260 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports, flooding, related damp and mould repairs, and its complaint handling, ordering an inspection, apology, action plans and £2,150…
202223386 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, a bathroom ceiling repair delayed over 11 months by asbestos survey failures, and its complaint handling, which took over a…
202206602 Housing association
The Ombudsman found maladministration in the landlord's response to noise disturbances (over six years of delay in investigating laminate flooring and dog barking), its complaint handling (over two years to issue a…
202120966 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a burglary (delays, poor communication, lack of temporary security), its handling of a request to provide CCTV footage to the police…
202209759 Housing association
The Ombudsman found maladministration by L&Q for taking nearly 4 months to repair a balcony door that let in draughts and rainwater, causing distress to the resident and her young children. The landlord's handling of a…
202127252 Housing association
The landlord was found to have maladministration for incorrectly refusing a resident's succession to her mother's secure tenancy on invalid grounds, failing to act with sensitivity and compassion during a bereavement,…
202121266 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour, including failures to follow its ASB policy on risk assessments, action plans, record-keeping, and…
202212868 Housing association
The landlord offered reasonable redress for its handling of the resident's health and safety concerns about glass balconies, as it took appropriate safety measures but communicated poorly. However, there was…
202205311 Housing association
The landlord was found to have maladministration for failing to properly investigate the resident's query about being overcharged for communal car park gate charges when first raised in February 2020, resulting in…
202200638 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a medical move (unreasonable delays and confusing communication), its handling of antisocial behaviour reports (failure to…
202208960 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports due to significant delays in completing repairs and arranging surveys over nearly two years, failure to manage expectations, and…
202117601 Housing association
The Ombudsman found service failure in the landlord's handling of ASB and noise reports due to a 20-month delay in repairing loose floorboards that contributed to noise transference, and service failure in complaint…
202121703 Housing association
The landlord was found to have maladministration for its handling of a resident's ASB report in October 2021, failing to complete a risk assessment, agree an action plan, consider interventions, or provide adequate…
202115891 Housing association
The Ombudsman found severe maladministration in the landlord's response to a sewage flood, which unnecessarily prolonged the family's decant for around 23 months. Maladministration was also found in the landlord's…
202110294 Housing association
The Ombudsman found service failure by L&Q in its handling of damp and mould reports due to delays in completing recommended repairs and poor communication, ordering £300 compensation and a further inspection. No…
202222149 Housing association
Two elements of the complaint (hot water and external doors/windows) were outside jurisdiction. The Ombudsman found maladministration in the landlord's handling of bathroom damp/mould repairs, which took 16 months, and…
202300292 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour: from November 2022 it acted in line with its ASB policy, communicated regularly, sought legal…
202202578 Housing association
The Ombudsman found reasonable redress by the landlord regarding its response to a resident's request for a refund of rent account credit. The landlord followed its tenancy agreement and refund policy, apologised for…
202220260 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer application, as it followed correct procedure, made reasonable offers matched to assessed needs, and managed expectations…
202201626 Housing association
The landlord offered reasonable redress for the roof leak and damp/mould issues, but was found to have maladministration for its handling of loose floorboards (poor communication, delays, lack of follow-up) and service…
202200170 Housing association
The Ombudsman found that the landlord's handling of the resident's rehousing application was resolved through intervention after the landlord agreed to offer a 3-bedroom property. The complaint handling had unreasonable…
202117419 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it acted reasonably and proportionately. Maladministration was found in complaint handling due to a year-long delay in the stage 2…
202217925 Housing association
The landlord was found to have maladministration for taking 142 days to complete repairs after a water leak, failing to notify the resident of appointments, and bringing the wrong part. Maladministration was also found…
202126692 Housing association
The Ombudsman found severe maladministration for the landlord's response to damp and mould reports, with delays exceeding 2 years, failure to investigate water leaks, poor communication, and inadequate redress.…
202209500 Housing association
The Ombudsman found maladministration by L&Q for delays in replacing a defective soil stack (7 months after a surveyor recommended a full rebuild due to risk of collapse), for failing to investigate the resident's…
202221044 Housing association
The Ombudsman found severe maladministration over a 46-month failure to repair a roof leak causing significant, prolonged distress and safety risks, plus maladministration in complaint handling and record keeping,…
202123311 Housing association
The Ombudsman found maladministration for the landlord's unreasonable delay of 36 working days in completing a bathroom leak repair at the resident's decant property, and service failure for not following its complaints…
202224144 Housing association
The Ombudsman found service failure in the landlord's disposal of a resident's garden furniture from a communal garden, due to failing to contact her about a tort notice and poor communication with its contractor which…
202105177 Housing association
The Ombudsman found severe maladministration by L&Q for its handling of a leaseholder's reports of foul odours from a bin store vent shaft in a communal hallway, inadequate insulation between the entrance porch and her…
202210143 Housing association
The Ombudsman found maladministration by L&Q for failing to carry out bathroom repairs over a period of around 18 months, and for poor complaint handling including a 73-working-day delay in providing a stage two…
202127006 Housing association
The Ombudsman found no maladministration in the landlord's decision not to reinvestigate a 2018 complaint about contractor conduct during a decant, as it was outside the 6-month policy timeframe. However, the landlord's…
202003750 Housing association
The Ombudsman found severe maladministration for the landlord's handling of leaks and damp and mould over a three-year period, and maladministration for complaint handling. The landlord failed to resolve repeated leaks,…
202220652 Housing association
The Ombudsman found service failure in both the landlord's compensation offer for a boiler repair delay (resident without heating/hot water for 66 days during winter) and its complaint handling. The landlord was ordered…
202213502 Housing association
The landlord was found to have maladministration for taking 562 days to resolve a boiler repair causing intermittent loss of heating and hot water, and for failing to consider the resident's vulnerabilities.…
202222022 Housing association
The Ombudsman found no maladministration in the landlord's handling of a disputed contractor-access agreement or the external decorating works, and found the landlord's £100 compensation offer for complaint handling…
202216196 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance from a neighbour), due to delays in opening the case, poor communication, poor record…
202215266 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's boiler. The landlord failed to respond promptly to reports of no heating/hot water, did not escalate repairs given the…
202200632 Housing association
The Ombudsman found maladministration in the landlord's handling of a radiator leak and subsequent loss of heating and hot water between June 2021 and February 2022, including missed appointments and failure to consider…
202114384 Housing association
The Ombudsman found maladministration for the landlord's delayed response to installing a window following an improvement notice for a Category 2 hazard, service failure for not properly considering the resident's fence…
202219689 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a shower panel (multiple missed appointments, 194-day delay, and incomplete works) and maladministration in its complaints handling…
202200141 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports due to failures in risk assessment, action planning, vulnerability recording and record-keeping, though its investigative actions were…
202209191 Housing association
The Ombudsman found no maladministration in the landlord's handling of a resident's request to install an external tap, as the landlord reasonably followed its policy and advised the resident to obtain an OT report.…
202202099 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failings in handling a resident's housing transfer request and the associated complaint. The landlord's communication was poor, its stage 1…
202215520 Housing association
The Ombudsman found maladministration for the landlord's handling of damp and mould/windows/doors, heating and hot water repairs, kitchen repairs, and complaint handling; and severe maladministration for the bathroom…
202205105 Housing association
The Ombudsman found severe maladministration in both the landlord's handling of ASB reports and its handling of the resident's complaint. The landlord failed to follow its ASB policy after a serious firearm incident,…
202111700 Housing association
The Ombudsman found severe maladministration in the landlord's handling of ASB reports and in its complaint handling. The landlord failed to adopt a victim-centred approach, delayed enforcement action, failed to…
202123362 Housing association
The Ombudsman found no maladministration in the landlord's requirement that the resident sell their caravan before exchanging contracts on a shared ownership property, as this followed Homes England guidance and the…
202202905 Housing association
Maladministration for failing to repair heating/hot water (at least 92 days without, over winter, no alternative heating, insufficient compensation) and for complaint handling delays (79 working days late, misleading…
202101570 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's request for a service charge breakdown and explanation for increases, due to inadequate communication and delays. Maladministration was…
202124242 Housing association
The Ombudsman found no maladministration in the landlord's response to a leaseholder's concerns about ground rent and lease extension practices, as the landlord's position was reasonable and consistent with its policy.…
202214900 Housing association
The Ombudsman found maladministration in the landlord's handling of a terminally ill resident's reports of loss of heating and hot water over several months, including missed appointments, delays, and inadequate…
202206767 Housing association
The Ombudsman found reasonable redress for the landlord's handling of ASB reports (initial delays compensated), no maladministration for the handling of the video doorbell concerns, and service failure for complaint…
202207377 Housing association
The landlord delayed window repairs for nearly two years (March 2021 to February/March 2023) due to poor processing of contractor quotes and communication failures, causing water damage to a bedroom. The Ombudsman found…
202221313 Housing association
The Ombudsman found no maladministration in the suitability of a replacement wash basin, but service failure regarding a leak caused by an installation error that damaged skirting boards, for which £50 reimbursement was…
202200878 Housing association
The Ombudsman found no maladministration in the landlord's initial response to a fire safety incident report, but found maladministration in its complaint handling due to significant delays, failure to follow its own…
202225049 Housing association
The Ombudsman found maladministration in the landlord's failure to properly investigate an incorrectly charged electrical testing fee, and in its complaint handling, which took 11 months at stage 2. It ordered £200…
202211400 Housing association
The Ombudsman found that the landlord offered reasonable redress for poor communication about increased service charges and for delays in complaint handling. The level of the service charge increase itself was outside…
202120759 Housing association
The Ombudsman found severe maladministration for the landlord's failure to obtain or provide information about fire safety and cladding on a shared-ownership block, leaving the resident unable to sell his property for…
202212402 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's property transfer and concerns about the size of the second bedroom, as the landlord investigated appropriately and the property was…
202212381 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to install a bath, as it acted in line with its policy requiring an Occupational Therapy recommendation. However, the…
202118974 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in repairing the boiler (leaving the resident without heating/hot water for months) and for delays in completing other repairs (including a…
202211385 Housing association
The landlord was found to have severe maladministration for taking over 10 months to repair a leak from a neighbouring flat, failing to treat it as an emergency, inappropriately citing GDPR to withhold information, and…
202223960 Housing association
The Ombudsman found maladministration in the landlord's handling of reports that the resident tripped in a communal car park due to poor accident investigation, communication and repair failures, but found reasonable…
202214905 Housing association
The complaint about the landlord's response to defects in bathroom works was outside the Ombudsman's jurisdiction because the resident had issued County Court proceedings for the same disrepair. Regarding the landlord's…
202010229 Housing association
The landlord was found to have maladministration for its response to disrepair across two tenancies, including a 19-month period without adequate heating at one property and persistent damp, mould, leaks and infestation…
202214705 Housing association
The Ombudsman found severe maladministration for the landlord's handling of window repairs, with repeated missed appointments, excessive delays (over 4 months for inspection, over 6 months for works), and failure to…
202205274 Housing association
The Ombudsman found maladministration in L&Q's handling of a boiler repair (44 working days delay, incorrect phone number recorded, failure to make reasonable adjustments for a visually impaired resident) and…
202203480 Housing association
The landlord was found to have maladministration for its handling of a leak report and subsequent reimbursement request, and for its complaint handling. The landlord misdiagnosed the leak for three days, leaving the…
202209142 Housing association
The Ombudsman found service failure by L&Q for taking nearly six months to provide an initial response and over a year to issue a stage 1 complaint response regarding the resident's query about ownership of her…
202212817 Housing association
The Ombudsman found maladministration in the landlord's handling of noise nuisance reports from a neighbour's floorboards, due to an 18-month delay completing repairs, poor communication, and misclassification of the…
202011424 Housing association
The Ombudsman found maladministration by L&Q in its handling of repairs to the balcony (delays and poor communication over two years, with work not completed until nearly two years after being agreed) and in its…
202201490 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer request, as it reasonably explained options and followed its policy. However, there was maladministration in complaints…
202200127 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about neighbours' smoke entering the resident's home, as the landlord took reasonable steps but could not act without evidence. However, the…
202123168 Housing association
The landlord was found to have maladministration for its handling of repairs to the resident's bathroom and downstairs toilet, including an eight-month delay after lockdown, failure to prioritise repairs for a disabled…
202111018 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a deaf resident's reports of noise and ASB over nearly two years, including failures to make reasonable adjustments, investigate property…
202207961 Housing association
The Ombudsman found maladministration by L&Q for its poor communication and failure to provide a secure parking space for 20 months after the resident paid £20,000 for it, and for its complaint handling failures…
202119970 Housing association
The landlord was found to have maladministration for its handling of the resident's injury report (not following its insurance procedure), for unreasonable delays in replacing a kitchen worktop and flooring threshold…
202204023 Housing association
The Ombudsman found maladministration by L&Q for failing to properly investigate a resident's ongoing reports of fumes entering her flat from the garage below, and for failing to manage expectations or consider her…
202112228 Housing association
The Ombudsman found maladministration by L&Q for its handling of a resident's requests regarding rotten windows and a front door without a letterbox, inconsistent fencing repairs, and failure to install bollards as…
202122722 Housing association
The Ombudsman found severe maladministration for the landlord's repeated failure over more than 4 years to implement and adhere to a reasonable adjustment request (communication in writing) made by a vulnerable resident…
202120968 Housing association
The landlord was found to have maladministration in its handling of the resident's rehousing request due to communication failures and failing to follow up on a commitment to reassess medical priority. Service failure…
201915363 Housing association
The landlord was found to have maladministration for incorrectly apportioning bulky refuse removal service charges to the resident's block instead of the whole estate, taking two-and-a-half years to correct the error,…
202203890 Housing association
The Ombudsman found severe maladministration in the landlord's handling of recurring leaks (over 18 months), the resident's move due to disrepair (failure to pay home loss compensation or end the tenancy for 7 months),…
202114933 Housing association
The Ombudsman found maladministration for the landlord's response to ASB reports, as it asked the resident to use a noise app despite knowing the neighbour was a homeowner and took 67 days to correctly signpost to the…
202206761 Housing association
The Ombudsman found severe maladministration for the landlord's failure to respond appropriately to reports of damp and mould over several years, leaving a vulnerable resident and her child with sickle cell disease…
202121929 Housing association
The Ombudsman found service failure by L&Q for unnecessary delays and prevarication in responding to a resident's request to change a joint tenancy to a sole tenancy and for a move, where the landlord failed to properly…
202115995 Housing association
The Ombudsman found maladministration in the landlord's handling of the roof replacement (22-month delay in addressing a leak causing significant distress and mould) and in its complaint handling (delays and failure to…
202012728 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a leak/flood, due to excessive delays and providing incorrect information to the resident. No maladministration was found regarding…
202126529 Housing association
The Ombudsman found service failure in the landlord's response to occupational therapist recommendations for adaptations, with unreasonable delays and pushback against recommendations causing distress to the resident…
202107935 Housing association
The Ombudsman found no maladministration in the landlord's handling of the sale of the resident's shared ownership property. The landlord acted appropriately throughout, delays were caused by external factors (buyer…
202110801 Housing association
Severe maladministration for handling of leaks, damp/mould and complaint. It took 2 years to resolve the leak and a further year for follow-on repairs. The landlord failed to proactively manage the case, assess health…
202117221 Housing association
The Ombudsman found severe maladministration by L&Q for its handling of damp and mould and boiler repairs, due to poor record-keeping, contradictory advice, and failure to resolve issues over a prolonged period. No…
202207948 Housing association
The landlord was found to have maladministration for its handling of the resident's rehousing application, including failing to communicate that the rehousing list was closed, losing medical evidence, and causing…
202115485 Housing association
The Ombudsman found severe maladministration for the landlord's failure to fix faulty guttering causing water ingress over two years, and for its mishandling of the resident's insurance claim. Maladministration was also…
202007116 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports due to repeated delays, failure to maintain promised contact, mismanagement of expectations about legal action and a management move, and…
202202115 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (water ingress issues unresolved for almost four years, poor communication, inappropriate decant) and in its complaint handling (stage one…
202104537 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address damp, mould and disrepair issues over nearly two years, including delayed bathroom works and outstanding kitchen repairs.…
202205075 Housing association
The landlord was found to have maladministration for delays and poor communication in handling repairs to a kitchen sink access panel and a balcony divider. The landlord offered £340 compensation, but further delays…
202013732 Housing association
The Ombudsman found maladministration by L&Q for its response to a leaseholder's queries about her service charge (the play area charge repeatedly reappearing after being agreed for removal) and for its complaint…
202127442 Housing association
The Ombudsman found no maladministration in the landlord's response to concerns about scaffolding materials for fire safety remedial works, but found maladministration in the landlord's handling of the resident's…
202201126 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's queries about parking provision, as the landlord properly reviewed the tenancy, headlease and sought legal advice. However, there was…
202127357 Housing association
The Ombudsman found maladministration by L&Q in its handling of the sale of a shared ownership property, including giving incorrect advice about cladding queries and causing delays. Maladministration was also found in…
202128131 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's leak repairs (acknowledging a missed appointment and offering £100 compensation), but found maladministration for poor…
202119074 Housing association
The landlord offered reasonable redress for its delayed response to the resident's reports of a rodent infestation, with no maladministration found regarding the handling of the resident's medical rehousing application.…
202012865 Housing association
The Ombudsman found severe maladministration for the landlord's response to disrepair concerns (17-month delay) and complaint handling (12-month delay), and maladministration for its response to damp and mould and…
202128192 Housing association
The Ombudsman found service failure by L&Q for not considering the resident's known mobility needs and disabled parking request during the application process, causing distress and inconvenience. The landlord was…
202111543 Housing association
The Ombudsman found maladministration by L&Q for its poor handling of a resident's queries about a service charge increase, including extensive delays, inadequate explanations, and failure to arrange a telephone call.…
202111468 Housing association
The Ombudsman found the level of service charges was outside its jurisdiction. There was service failure in the landlord's handling of service charge queries because it did not adequately address the resident's query…
202206262 Housing association
The Ombudsman found maladministration by L&Q in three areas: handling of a rehousing request (poor records, delays, failure to consider medical evidence); handling of ASB reports (poor communication, inadequate risk…
202114179 Housing association
The landlord was found to have maladministration for its unreasonable decision-making regarding a fire shaft defect that caused damp and mould, and for its complaint handling failures including overlooking a reported…
202013904 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge enquiries, due to conflicting information, delays in visiting the property, and failure to provide a copy of the tenancy…
202114456 Housing association
The Ombudsman found severe maladministration for the landlord's response to service charge concerns, where it accepted charges were contrary to the tenancy agreement but attached a conditional compensation offer…
202114537 Housing association
The Ombudsman found severe maladministration for the landlord's three-year delay in repairing a leaking vent, maladministration for failing to properly handle the resident's claim for damaged belongings, and…
202111758 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (significant delays from 2018 to 2023 on roof leak, garden works, gate, waste pipe) and in complaint handling (stage two response 195 working…
202101343 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, as it acted promptly by inspecting, decanting the resident, and offering alternative accommodation. However, the landlord's…
202123452 Housing association
The Ombudsman found severe maladministration for the landlord's handling of shower repairs, which took over 5 months to complete despite being the only bathing facility for the resident and his elderly mother.…
202125842 Housing association
The Ombudsman found maladministration for the landlord's failure to properly respond to the resident's queries about estimated service charges for 2021-2022, providing conflicting and confusing information. Service…
202206955 Housing association
The Ombudsman found service failure in the landlord's response to service charge enquiries, as it failed to follow up on three outstanding points and did not address the resident's security concerns about key fobs.…
202116921 Housing association
The Ombudsman found maladministration for the landlord's handling of bathroom repairs, external back door repairs, and complaint handling, and severe maladministration for kitchen repairs. The landlord took 140 working…
202127907 Housing association
The landlord was found to have maladministration for its handling of bathroom and kitchen repairs over a 10-month period, with multiple missed appointments and failed visits, and for its handling of the associated…
202010808 Housing association
The Ombudsman found maladministration in the landlord's response to kitchen and internal door repairs, with a two-year delay, poor record-keeping, and failure to follow its vulnerable residents policy. Severe…
202119571 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports (no risk assessment, no investigation of abuse/intimidation, 11-month delay replacing laminate flooring), maladministration in complaint…
202206543 Housing association
The landlord was found to have maladministration for its response to reports that the resident's window had been broken. It failed to attend within the same-day or 24-hour emergency timeframe, failed to communicate…
202203033 Housing association
Maladministration for 45-month repairs delay and poor complaints handling (99 days for stage one). No maladministration for move request, arrears enforcement, or injury handling. Personal information issue outside…
202207761 Housing association
The Ombudsman found service failure in the landlord's response to leaks, mould and condensation due to disproportionate delays (bathroom repairs took ~10 months, hallway ~9 months, ventilation ~12 months) and a…
202204734 Housing association
No maladministration was found regarding the landlord's handling of the resident's wait time for a direct let move, as it explained the delay and offered alternative options. Reasonable redress was found for the…
202202845 Housing association
The Ombudsman found three issues outside jurisdiction (safety legislation preparations, heat network consultation, and service charge fund legal arguments). There was reasonable redress for the landlord's Section 20…
202127272 Housing association
The landlord was found to have a service failure in its handling of the resident's concerns about a neighbour's building works (poor communication, lack of support considering the resident's health vulnerabilities, and…
202126008 Housing association
The Ombudsman found service failure for the landlord's delayed response to condensation, mould and rotten window frames due to a five-month failure to recognise the resident was a leaseholder, and maladministration for…
202012566 Housing association
The Ombudsman found severe maladministration for the landlord's handling of asbestos concerns and complaint handling, maladministration for handling of multiple repairs and record keeping, reasonable redress for the…
202007203 Housing association
The Ombudsman found service failure for the landlord's inadequate window inspection report, maladministration for a 2-year-9-month delay in fitting a missing radiator, and maladministration for complaint handling delays…
201914143 Housing association
The Ombudsman found severe maladministration for the landlord's complaint handling, which included prematurely disengaging its complaints procedure upon receipt of a pre-action protocol letter and relying on informal…
202205532 Housing association
The Ombudsman found service failure in the landlord's handling of outstanding repairs following leaks (including 38 days without bathroom lighting and unresolved redecoration), but determined the landlord offered…
202212263 Housing association
The Ombudsman found maladministration in the landlord's response to a sewage leak into a leaseholder's property, where it failed to apply its vulnerable residents policy (the resident was pregnant), showed no empathy,…
202203488 Housing association
The landlord was found to have maladministration for taking 10 months to replace a blind it damaged during a repair, with repeated missed appointments and poor communication. Service failure was found for the landlord's…
202122562 Housing association
The Ombudsman found severe maladministration by London & Quadrant Housing Trust for its response to a resident's reports of damp and mould over nearly two years, including significant delays in identifying and carrying…
202014885 Housing association
The landlord was found to have maladministration for its response to a leaking tap (delayed ~14 weeks) and handling of subsequent bathroom repairs, failing to account for the vulnerability of household members. The…
202122675 Housing association
The landlord was found to have maladministration for its response to front door repairs (leaving the vulnerable resident without a secure door for six weeks), severe maladministration for its handling of boiler repairs…
202119915 Housing association
Maladministration for damp/mould repairs (delayed works, lack of proactivity), pest infestations (significant delay in proofing), and rehousing (failure to assess). Severe maladministration for failing to consider the…
202118322 Housing association
The Ombudsman found service failure by L&Q for not properly assessing the resident's rehousing options (including Right to Acquire) and for significant delays in handling the complaint at both stage one and final stage.…
202111330 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs (damp, mould, leaks, boiler, window) given the £2,000 compensation and £6,400 home loss payment offered; service failure for not proactively…
202002926 Housing association
The Ombudsman found no maladministration in the landlord's handling of anti-social behaviour reports, as it took reasonable steps including mediation, meetings with the resident's GP, and proportionate warnings.…
202015388 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust for its inadequate response to a resident's reports of heating issues and heat loss, including delays in investigating, failure to arrange a heat…
202213796 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's report about dog fouling, as it took reasonable steps given the lack of evidence. However, there was service failure in the…
202107703 Housing association
The landlord was found to have maladministration for its handling of the resident's reports of blocked drains and sewage ingress, having failed to act on a CCTV survey showing collapsed pipes for nearly seven months,…
202109888 Housing association
The Ombudsman found reasonable redress for the landlord's handling of a leak report (the £600 offer was sufficient) and for complaints handling delays, but maladministration for its wholly inadequate response to the…
202119188 Housing association
The Ombudsman found maladministration for the landlord's response to a leak from a balcony above the resident's leasehold property, with a near 12-month delay in completing repairs and poor communication. Service…
202208849 Housing association
The Ombudsman found service failure by the landlord for its poor communication and handling of scaffolding erected around the resident's property without adequate notice, and for failing to address concerns about light…
202209429 Housing association
The landlord was found to have maladministration for failing to repair the resident's fence for almost two years, initially wrongly denying responsibility, and for severely delayed complaint handling. The Ombudsman…
202120914 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of a moth infestation, as the landlord was not responsible for moths under its repairs policy and had acted reasonably by providing…
202204225 Housing association
The landlord was found to have maladministration for failing to ensure its contractors provided correspondence in large print as a reasonable adjustment for a resident with a visual impairment, taking 18 months to…
202120419 Housing association
The landlord was found guilty of maladministration for its response to reports of contractors entering the resident's room without permission and failing to give reasonable notice for access to communal areas. The…
202108899 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the immersion heater/hot water loss and about mice issues, due to lengthy delays, failure to properly consider the resident's…
202208063 Housing association
The landlord was found to have service failure for a ten-month delay in considering alternative repairs after pigeon spikes disintegrated, and for taking ten months to issue its stage two complaint response. The…
202207296 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of contractor conduct on site (acknowledged failings, offered £170 compensation), no maladministration regarding its response to paint-damaged…
202127773 Housing association
The landlord offered reasonable redress for its handling of a leak and subsequent repairs, which took around 5 months to fully resolve, but there was service failure in its complaint handling due to significant delays…
202207775 Housing association
The landlord took nine months to repair the resident's kitchen extractor fan, with numerous missed appointments and poor communication. The Ombudsman found maladministration in the repairs handling but considered the…
202118374 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak reported in February 2021, which took five months to resolve, and in its complaint handling, which took 98 working days for a stage two…
202126700 Housing association
The landlord was found to have maladministration for taking six and a half months to resolve drainage issues affecting the resident's shower, and service failure for poor record-keeping regarding a terrace light repair…
202107191 Housing association
The landlord was found to have offered reasonable redress for its acknowledged service failures in responding to a resident's report of a leaking bath. There was avoidable delay of 12 months and repeated missed…
202009492 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs (14-month delay) and front door repairs (over a year to replace), and service failure in its handling of garden condition…
202007591 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for significant delays and poor record-keeping in responding to a resident's reports of damp, mould and window repairs, with specialist…
202114451 Housing association
The Ombudsman found reasonable redress in the landlord's handling of fly tipping and its decision to recharge residents for bulk waste removal. The landlord had been proactive in taking measures to address fly tipping,…
202123437 Housing association
Service failure for not properly investigating noise nuisance reports from the communal heating system and for significant complaint handling delays (74 and 78 working days late). Landlord ordered to pay £350…
202200817 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's water bill rebate. The landlord was entitled under the tenancy agreement to offset the rebate against the resident's rent…
202206325 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about fence repairs, as the boundary fence was the resident's responsibility under the landlord's repairs policy. However,…
202200575 Housing association
The Ombudsman found no maladministration in the landlord's decision not to waive rent arrears (insufficient evidence of any agreement) or in its handling of the resident's rehousing request. However, the landlord's…
202107410 Housing association
Maladministration for window repair handling (failed to complete recommended works, manage expectations, or explain decisions) and for complaint handling (stage one 57 days late, escalation mishandled, stage two delayed…
202012626 Housing association
The Ombudsman found no maladministration in the landlord's handling of pest infestation, damp and mould, and ASB reports, as the landlord took reasonable steps and there was no evidence of recent reports. However, the…
202104577 Housing association
The landlord offered reasonable redress for its response to sewage back surging, having attended promptly, decanted the family, cleared the blockage and awarded £600 compensation for communication failures. However,…
202103815 Housing association
The Ombudsman found service failure in the landlord's handling of void works and property condition, with delays in completing repairs from October 2020 to May 2021 and poor communication. The landlord's offer of £400…
202015494 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust in its handling of a resident's noise nuisance reports about a neighbour's lodgers and floorboard noise. While the landlord's overall approach was…
202125466 Housing association
The Ombudsman found that the landlord took over a year to repair communal lighting, failed to communicate delays, and did not manage expectations. However, the landlord acknowledged its failings and offered £200…
202120367 Housing association
The Ombudsman found that the landlord's offer of £364 compensation for delays in replacing the resident's boiler, poor communication, and complaint handling failures constituted reasonable redress that resolved the…
202105979 Housing association
The Ombudsman found no maladministration in the landlord's response about building maintenance and fire safety, and no maladministration in its response about service charges and a refund request. The landlord acted…
202016578 Housing association
The Ombudsman found service failure in the landlord's response to leaks, as it failed to investigate whether a wider plumbing issue existed despite numerous reports. However, the landlord offered reasonable redress for…
201702669 Housing association
The Ombudsman found no maladministration regarding the landlord's response to incorrectly registered gas meters and service charge questions, but found service failure in the landlord's management of the building (due…
202124952 Housing association
The landlord delayed responding to an emergency water leak (15 hours vs 4-hour target) and delayed escalating the complaint, but offered £240 compensation which the Ombudsman found to be reasonable redress that…
202114580 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for taking nearly two years to identify its responsibility for overgrown trees, failing to address related pest and subsidence issues, and for…
202103674 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB concerns (contrary to policy, excessive delays), and service failure in its handling of a rat infestation (7-month delay replacing loft…
201915332 Housing association
The Ombudsman found maladministration in the landlord's response to a leaseholder's reports of a roof leak, with an avoidable delay of approximately 24 months in carrying out roof repairs, causing damp, mould and damage…
202118898 Housing association
The landlord was found to have maladministration for significant delays in replacing the resident's front and back doors (taking 10 months from report to completion) and for poor complaint handling (an 8-month delay in…
202122952 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of a cracked bedroom window, as the landlord reasonably applied its repairs policy. However, the landlord's complaint…
202121043 Housing association
The Ombudsman found that the landlord offered reasonable redress for both its handling of a shower repair that took over two months and its complaint handling delays. The landlord acknowledged failures, apologised, and…
202109081 Housing association
The Ombudsman found maladministration for the landlord's handling of an emergency boiler leak repair (not attended within 24 hours, incorrect record-keeping) and for its handling of long-standing condensation issues in…
202109210 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust regarding its handling of a leaseholder's queries about building safety inspections and an EWS1 form request. While the landlord's long-term plans…
202115419 Housing association
Following Ombudsman intervention, the landlord agreed to increase its compensation offer from £400 to £860 and to complete outstanding bathroom flooring repairs, resolving the complaint satisfactorily under paragraph…
202105951 Housing association
Maladministration for confusing fire safety communication, failing to consider the resident's circumstances, not providing updates, and not proactively sharing the fire risk assessment. Also maladministration for…
202013213 Housing association
The Ombudsman found no maladministration by London & Quadrant Housing Trust regarding its response to a shared-ownership leaseholder's reports of damp and mould. The landlord carried out a timely inspection,…
202123742 Housing association
The landlord was justified in refusing to change the resident's front door from inward-opening to outward-opening due to health and safety and fire safety concerns. However, the landlord's responses lacked sufficient…
202014712 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's concerns about a Right to Manage company and estate separation agreement. The landlord delayed responding to the resident's queries but…
202008433 Housing association
The Ombudsman found no maladministration in the landlord's response to a resident's reports of odours in and around her property, or in its complaint handling. The landlord took reasonable steps to address fly-tipping,…
202100735 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for offering insufficient compensation (£240) after failing to respond to the resident's reports of antisocial behaviour for approximately two…
202122410 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (apology, £140 compensation, and process improvements) for its failures in handling window repairs, including delays, missed appointments, and…
202008929 Housing association
The Ombudsman found no maladministration in the landlord's decision not to install double glazed windows, as it was an improvement not a repair and the landlord had reasonably inspected. However, there was…
202011012 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's rehousing application under an Intermediate Market Rent tenancy, due to incorrect advice about available options and lack of support.…
202104433 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs to the resident's former property (delays, failure to address basement issues, and inadequate communication) because the landlord offered…
202108843 Housing association
The Ombudsman found no maladministration regarding the property purchase information claim, privacy screen installation, and smashed window response. Maladministration was found in handling noise nuisance reports (lack…
202118979 Housing association
The Ombudsman found service failure in the landlord's handling of toilet repairs (delayed ~106 working days without updates), no maladministration in refusing to convert the wet-room to a standard bathroom, and…
202008983 Housing association
The Ombudsman found reasonable redress for the landlord's complaint handling (having offered £400 compensation for delays and poor communication) and service failure for its handling of window repairs, which were…
202106643 Housing association
The landlord delayed progressing bathroom mould works between June-September 2020, failed to keep a record of its initial diagnosis, and delayed conducting a further assessment between October-December 2020. However,…
202116813 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's toilet repair reports and the associated complaint. The landlord delayed 7 months before clarifying the resident's…
202104623 Housing association
The Ombudsman found no maladministration regarding the landlord's refusal to reimburse the resident for £3,000 of self-funded repairs, as the resident had not reported the issues or sought prior permission. Service…
202110036 Housing association
The Ombudsman found reasonable redress from the landlord regarding its handling of the resident's request to sell his shared ownership property, as the landlord's offer to waive its solicitors' fees (£600+VAT) was…
202112117 Housing association
The Ombudsman found maladministration in three areas: the landlord's handling of the resident's buyback request (poor communication, record-keeping, and failure to address individual circumstances); its communication…
202101094 Housing association
The landlord was found to have maladministration for failing to properly handle the resident's statutory requests for information about service charge increases, including delays and failing to follow section 23 of the…
202113369 Housing association
The landlord was found to have maladministration for its handling of repairs to the heating and hot water system, with delays of over ten months and further failings, and for its complaint handling, which took over six…
202112089 Housing association
The landlord was found to have service failure for its handling of a burst water pipe and subsequent repairs. It failed to attend within emergency timeframes, cancelled appointments without compensation, did not carry…
202101154 Housing association
The Ombudsman found that the landlord offered reasonable redress by apologising and offering £160 compensation for delays in completing fence repairs and confusion over tenancy repair responsibilities, satisfactorily…
202017193 Housing association
The landlord was found to have maladministration for its handling of a leaseholder's requests for information and clarity about service charges, including significant delays and generic responses that failed to address…
202105440 Housing association
The landlord acknowledged service failures when a leaseholder moved into a new-build flat without heating or hot water over Christmas, offered £130 compensation and procedural improvements, which the Ombudsman found to…
202015780 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's compensation request after a burglary, nor in its removal of a security grille for fire safety reasons. However, there was…
202004850 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports (for failing to take reasonable steps after May 2020 and giving inaccurate information) and in its complaint handling (for delays and poor…
201910665 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak or the level of compensation offered; reasonable redress for the resident being left without heating and hot water for six days; and service…
202103887 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for compensation for damaged bathroom floor tiles following a water leak. The tiles were the resident's own fixture/fitting,…
202017301 Housing association
The Ombudsman found that the resident's complaint about the level of service charges was outside its jurisdiction and should be taken to the First Tier Tribunal. On the landlord's handling of the resident's concerns…
202005079 Housing association
The Ombudsman found reasonable redress from the landlord regarding its handling of an incorrect allegation of abuse against the resident (apology and £220 compensation offered). Maladministration was found for the delay…
202108941 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for significant delays in completing various repairs (kitchen, bathroom, front door, patio door, ventilation) and poor communication, as well as…
202108067 Housing association
The Ombudsman found no maladministration by London & Quadrant Housing Trust in its handling of the resident's request to be rehoused following the closure of its choice based letting service. The landlord provided…
202111792 Housing association
The landlord was found to have service failure for unreasonable delays in resolving a leak (2 Oct to 20 Nov 2020), failing to implement interim measures, and failing to properly consider the impact on the kitchen or…
202010235 Housing association
The landlord was found to have maladministration for failing to address damp and mould (outstanding pointing repairs for almost a year) and for a decade-long delay in replacing a kitchen that was in 'very bad'…
202004153 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports that her kitchen window would not open, noting failures between 2013-2017 and further delays after the Ombudsman's involvement.…
202112708 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's reports about overgrown hedges and trees, and in its complaint handling. The landlord delayed arranging hedge works after nesting…
202017368 Housing association
The landlord delayed 13 months in addressing a resident's reports of damp and water ingress, and failed to communicate adequately during the pandemic. It also significantly delayed its complaint responses. The Ombudsman…
202101738 Housing association
The landlord failed to correct an IT error on its database for six years, meaning the resident was charged for a one-bedroom property instead of two bedrooms. When the error was identified, the landlord made a…
202017187 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs to the intercom (out of service for years) and a leaking roof (significant delay in raising and completing works), and for its complaint…
201916247 Housing association
The Ombudsman found no maladministration in the landlord's response to ending the tenancy, but found reasonable redress (via a £300 offer) for the delayed deposit return, and maladministration for poor record keeping…
202106689 Housing association
The Ombudsman found that the landlord made an offer of redress (apology and £300 compensation) that satisfactorily resolved the resident's complaints about poor quality kitchen renewal work and delays in completing…
202100263 Housing association
The Ombudsman found service failure in the landlord's response to reports of a leak onto the resident's balcony (delay of over two months in investigating further reports) and service failure in complaint handling…
202005403 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB reports or the resident's rehousing request, but found maladministration for an unreasonable seven-month delay in addressing damp and mould, and…
202014001 Housing association
The Ombudsman found that the landlord's offer of £3150 compensation, together with absorbing the costs of the balcony repair works, constituted reasonable redress for service failures including significant delays in…
202009794 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust regarding its handling of a resident's reports of outstanding works to secure her front door and the length of time taken to respond. The landlord…
202114197 Housing association
The landlord made an offer of redress prior to investigation which resolved the complaint satisfactorily. It completed repairs to the resident's balcony ceiling damaged by a leak and paid £1,355.50 compensation for…
202007650 Housing association
The Ombudsman determined that the complaint about the level, reasonableness and liability to pay service charges is outside its jurisdiction, as these matters are more appropriately dealt with by the First-Tier Tribunal…
202103687 Housing association
The Ombudsman found service failure in the landlord's handling of repair works, including poor quality initial works causing leaks, significant delays in installing a new toilet and bathroom flooring, failure to manage…
202109177 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's report of a broken front fence, as the fence was a dividing fence between properties and the landlord's policy did not make it…
202008449 Housing association
The Ombudsman found that the landlord's offer of £660 compensation for delays and poor communication in handling repairs (including damp and mould) was reasonable redress. However, the landlord was found to have…
202002239 Housing association
The Ombudsman found that the landlord appropriately investigated the resident's reports of antisocial behaviour (noise nuisance, suspected subletting) but there was insufficient evidence to take formal action. However,…
202011329 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays in handling repair requests concerning damp and mould, windows, and an external hole. The personal injury claim was outside the Ombudsman's…
202104345 Housing association
The Ombudsman found that the complaint about the level of the service charge for ground maintenance was outside its jurisdiction, as such matters fall to the First Tier Property Tribunal. Regarding the landlord's…
202015026 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust in its handling of a water leak at a resident's property and in its complaint handling. The landlord failed to proactively communicate with the…
202010785 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged failures in handling a heating and hot water repair (leaving the resident without heating/hot water for around three weeks) and for…
201911304 Housing association
The Ombudsman found service failure because the landlord could not provide records of earlier communications about the resident's permission to use a communal storage cupboard, causing him distress and inconvenience.…
202012424 Housing association
The Ombudsman found that the landlord made an offer of redress (apology and £80 compensation) that satisfactorily resolved the complaint about how it handled the resident's energy charges. The landlord's records showed…
201916023 Housing association
The landlord was found to have service failure for its response to a leak (delayed 5 days before acting) and for its complaint handling and record keeping, and maladministration for its handling of remedial works which…
202105318 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould reports, as it reasonably relied on specialist advice and arranged inspections. Regarding the resident's overcrowding concerns and…
202015446 Housing association
The Ombudsman found no maladministration in the landlord's handling of communal water pipe valve repairs (reactive approach was reasonable), but found service failure in the landlord's response to an escape of water…
202016813 Housing association
The Ombudsman found that the landlord provided reasonable redress for its handling of the resident's ceiling crack and water leak reports. Although there were delays in arranging repairs and responding to complaints,…
202102186 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust (as managing agent) for unreasonably delaying 13 months in providing service charge information to a leaseholder, despite the resident chasing. The…
202015723 Housing association
The Ombudsman found no maladministration in the landlord's response to a water leak, as it attended within 24 hours and signposted the resident to its insurers. However, there was service failure in the landlord's…
202112196 Housing association
The Ombudsman found no maladministration in the landlord's handling of patio repairs, as its decision to carry out like-for-like works based on contractor advice was reasonable. However, there was service failure in…
202012533 Housing association
The landlord acknowledged around six months of delays in completing bathroom and kitchen repairs, a four-week delay in escalating the complaint, and an extended stay in temporary accommodation. It offered £460…
202005639 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for unfairly withdrawing a discretionary management transfer offer it had made to the resident. The landlord gave conflicting reasons for the…
202100123 Housing association
The landlord was found to have provided reasonable redress for service failures regarding a leak and mould issue (offering £450 compensation), but there was service failure in its complaints handling due to a delayed…
202003307 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to succeed her late father's tenancy, as the landlord properly applied its policies and the resident did not meet the…
202017302 Housing association
The landlord provided reasonable redress for its handling of a faulty boiler replacement, acknowledging communication failures and offering appropriate compensation. However, there was service failure in complaint…
202100650 Housing association
The landlord was found to have service failure for not properly following its ASB policy over 21 months and for poor complaint handling. It was ordered to pay £300 total compensation and review its processes.
202016830 Housing association
The Ombudsman determined that the complaint about the resident's liability to pay a service charge for a fire risk assessment was outside its jurisdiction, as disputes concerning liability to pay service charges are a…
202005641 Housing association
The Ombudsman found that the landlord's offer of £460 compensation for a 17-month delay in replacing a faulty back door (reported October 2019, completed March 2021) constituted reasonable redress. However, the…
202014974 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer application, as it followed correct procedures and provided reasonable support. However, there was service failure in the…
202104391 Housing association
The Ombudsman found that London & Quadrant Housing Trust offered reasonable redress for its handling of the resident's requests for adaptations to smoke alarms, lighting and bathroom, and for hot water/heating issues.…
202104947 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's tenancy assignment request, as it followed its MTA guide and acted reasonably. However, there was service failure in the complaint…
202108116 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident before investigation. The landlord's suspension of non-critical repairs during the COVID-19 pandemic was reasonable, but it failed to…
202015115 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust for excessively delaying follow-on repairs to the resident's front garden wall (outstanding from November 2019) and failing to keep the resident…
202001148 Housing association
The Ombudsman found no maladministration by the landlord in refusing the resident's request to park in their garden. The landlord had reasonably considered the request, visited the site, noted that disabled bays were…
202002452 Housing association
The landlord was found to have maladministration for its handling of a leaseholder's request to be reimbursed for inaccurate service charges in 2016/17 and 2017/18. The landlord knew the resident had been overcharged…
202002423 Housing association
The landlord was found to have service failure for taking too long (February to November 2020) to identify that water testing and electrical testing service charges were applied incorrectly, and for significantly…
202014685 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of overgrown trees from a neighbour's property and the resident's request for assistance with home improvement costs. The landlord's offer of…
202007697 Housing association
The Ombudsman found reasonable redress: the landlord significantly delayed remedial works for damp and mould following a leak, and its complaint handling was delayed at both stages. However, the landlord acknowledged…
202003604 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of communal plant room heating/hot water issues (the managing agent was responsible) and no maladministration regarding the decision to…
202017452 Housing association
The landlord made errors by charging the resident for a fire safety service charge he was not liable for, but offered reasonable redress by apologising, removing the charge, and refunding monies. However, there was…
202103839 Housing association
The Ombudsman found that the landlord's offer of redress (apology and £565 compensation) resolved the resident's complaints about delays in repairing a water leak and handling of asbestos concerns satisfactorily.…
202015079 Housing association
The Ombudsman found service failure in the landlord's handling of repairs due to delays in completing repointing and plasterwork, but found the landlord's redress for the property condition on move-in and complaint…
202102187 Housing association
The Ombudsman found that the landlord's offer of £710 compensation for delays in repairing the resident's toilet, shower and balcony door was reasonable redress that resolved the complaint satisfactorily. The landlord…
202105179 Housing association
The landlord took eight months to complete follow-on repairs to a rear door after making it safe, and over a month to repair a stairway handrail. It offered £380 compensation which the Ombudsman found to be reasonable…
202103724 Housing association
The landlord was not responsible for notifying the resident that her buyer had pulled out of the property sale (that was her solicitor's role), but it acknowledged it could have contacted her sooner. It apologised,…
202012737 Housing association
The Ombudsman found no maladministration by L&Q in its response to the resident's requests to replace her poorly performing heating system. The landlord inspected the system, found it functional, agreed to review…
202015465 Housing association
The landlord was found to have maladministration for its handling of a resident's reports of fumes from a garage below her home. It failed to investigate promptly, dismissed her concerns, and unreasonably delayed…
202011249 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for its handling of a rat infestation at a vulnerable resident's property, including delays in progressing work, a week-long wait for a decant…
202012367 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB reports, but determined that the landlord had offered reasonable redress for its delays in addressing fire safety concerns (17-month delay in…
202007527 Housing association
The landlord was found to have maladministration for its delayed response to the resident's reports of cracks and subsidence, including failing to arrange a building survey in a timely manner and poor communication…
202013618 Housing association
The Ombudsman found service failure by the landlord for being unable to demonstrate it followed proper procedure when removing the resident's bikes from a designated bike shed, and for unsatisfactory complaint handling…
201800178 Housing association
The Ombudsman determined that the complaint about the landlord's handling of repairs was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure and did not pursue…
202102841 Housing association
The Ombudsman determined that the complaint about the level of rent at a shared-ownership property was outside its jurisdiction, as the Scheme excludes complaints concerning the level of rent or rent increases.
202003890 Housing association
The Ombudsman found no maladministration regarding the landlord's response to window replacement requests and garden advice, but found service failure for not carrying out recommended mould-related works (trickle vents…
202017370 Housing association
The Ombudsman found no maladministration regarding the landlord's response to fire safety remedial works, but found maladministration for its handling of the front entrance door issue (significant delay in correcting…
202002368 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust for poor communication about a water leak (not liaising with the managing agent on the resident's behalf) and for complaint handling delays and…
202009045 Housing association
The Ombudsman found reasonable redress for the landlord's handling of roof leak repairs and complaint handling, as the landlord acknowledged its failures and offered £320 compensation. There was no maladministration…
202000245 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust for failing to consult the resident before introducing a communal caretaking service and associated service charge, and for delays and confusion in…
202007908 Housing association
The Ombudsman found maladministration because the landlord let a property with known ongoing subsidence issues, delayed investigations for around six months, and then unreasonably applied a blanket Covid-19 policy to…
201912002 Housing association
The landlord took 22 months to resolve the resident's underfloor heating fault, leaving her without adequate heating over several winters. The Ombudsman found the landlord's £2,400 compensation offer was reasonable…
202013643 Housing association
The Ombudsman determined the complaint was outside its jurisdiction: the challenge to the level of service charges for a door entry system falls under paragraph 39(g) of the Scheme, and the dispute about liability under…
202006559 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the service charge account (errors were rectified with refunds), but service failure for not properly considering whether scaffolding charges should…
202100892 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of repairs to a roof leak, including a £780 compensation payment, apology, staff training, and offering temporary accommodation. A separate…
202014377 Housing association
The Ombudsman determined that the complaint about the payability and reasonableness of service charges is outside its jurisdiction, as these matters are more appropriately dealt with by the First Tier Tribunal Property…
201909237 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged service failures in delaying a response to the resident's repair reports (July to August 2019) and in activating her rent account.…
201910580 Housing association
The Ombudsman found service failures in both complaints. For the boiler repair, the landlord failed to provide a temporary heater to a vulnerable resident and did not offer adequate compensation for the delay. For the…
202003007 Housing association
The Ombudsman found no maladministration regarding the landlord's response to rent arrears (the resident remained liable for rent during a decant), reasonable redress regarding the management move (the landlord…
201914859 Housing association
The Ombudsman found maladministration in L&Q's handling of a resident's concerns after a fire in his building (failure to follow up, leaving him in smoky/sooty conditions over Christmas without considering temporary…
201912066 Housing association
The Ombudsman found maladministration by London & Quadrant Housing Trust for its poor response to a gas leak from a neighbouring property, including failing to follow procedures, leaving the resident's family without…
201914231 Housing association
The Ombudsman determined that all four complaint heads (mice infestation, proofing works, roof leak, and ground maintenance/fence repairs) were outside its jurisdiction because the matters were the subject of ongoing…
202001649 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's mutual exchange. The resident complained that she was misled about having garden access and the right to buy status, but the…
201915921 Housing association
The Ombudsman found maladministration in the landlord's response to reports about repairs to internal doors (delayed fire door repair, inadequate response to fire safety concerns), and service failure in its handling of…
202001461 Housing association
The landlord was found to have maladministration for failing to provide the resident with key information (building height, fire risk assessment, NHBC policy) needed to complete the sale of her shared-ownership home,…
202001937 Housing association
The Ombudsman found service failure by London & Quadrant Housing Trust in its response to leaseholders' request for an EWS1 form to allow them to sell their property, and in its communication and complaint handling.…
202004505 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident contacted the Ombudsman 19 months after the landlord's final response, exceeding the 12-month time limit under the Scheme, and no…
202004540 Housing association
The Ombudsman found no maladministration in the landlord's handling of an ASB report made against the resident by her neighbour in August 2019, concluding the investigation was appropriate and proportionate and the…
202107922 Housing association
The Ombudsman found that the complaint about the landlord's handling of the resident's subject access request was outside its jurisdiction (falling under the ICO). Regarding the electrical fault and complaint handling,…
202113505 Housing association
The Ombudsman found no maladministration in the landlord's decision to require the resident to clear a communal store cupboard for fire safety reasons, but found maladministration in the landlord's contradictory…
202015069 Housing association
The Ombudsman found no maladministration in the landlord's decision to require the resident to clear a communal store cupboard for fire safety reasons, but found maladministration in the landlord's contradictory and…
202005112 Housing association
The Ombudsman found reasonable redress for the landlord's failures in repairing a broken lift (inoperable for ~27 months) and intercom (3-month delay), and for significant delays in complaint handling (6-month stage two…
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