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 1,099 published decisions.
London & Quadrant Housing Trust's maladministration rate (92%) is higher than the average for housing association (79%) 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…
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…
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,…
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 Ombudsman found maladministration, service failure, severe maladministration, reasonable redress, mediation settlement in the landlord’s handling of the landlord’s handling of repairs after a burst pipe. We have…
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 Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of a faulty lift and the amount of compensation offered.…
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, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of intermittent heating and hot water in the property. We have also…
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, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Reports of a leak from the solar panel system. Complaint. Our decision…
202434109 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of The landlord’s handling of the resident’s: Concerns about a leak and resulting damp.…
202334349 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) and request to be…
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, service failure, maladministration in the landlord’s handling of the landlord’s handling of: Roof repairs. The associated complaint. Our decision (determination) We have…
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, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s request regarding a ceiling repair.…
202423763 Housing association
The Ombudsman found no maladministration, maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of reports about safety concerns at the property and a managed move.…
202409207 Housing association
The Ombudsman found reasonable redress, severe maladministration in the landlord’s handling of the landlord’s: Handling of repairs to a leak in the bathroom. Complaint handling. Our decision (determination) There was…
202407303 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of a defective bath-shower. We have also considered the…
202230509 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of The landlord acknowledged the delays in its handling of the complaint. It apologised and offered redress…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: A roof leak. The resident’s complaint. Our decision (determination) We have…
202403156 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance from the upstairs flat. We have also…
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, maladministration, severe maladministration in the landlord’s handling of the landlords: Handling of a pest infestation (mice). Handling of repairs. Complaint handling. Our decision…
202343322 Housing association
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s queries about her service charges. Our decision (determination) The complaint was resolved with our…
202328965 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs needed to the lift. Complaint. Our decision (determination) We…
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, service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of The landlord’s stage 1 response was 6 working days late, but it…
202519819 Housing association
The Ombudsman found service failure, maladministration, no maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We have found that: There was service failure in the…
202523365 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about her removal from its medical…
202519929 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about safeguarding and security of the property. We have…
202519024 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s handling of boiler repairs.…
202513531 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s: Report of leaks, damp, and mould in the…
202445227 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s: Repairs to the wet room. Reports of damp…
202431947 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of: Bathroom and kitchen leak repairs. The resident’s complaint. Our decision…
202409100 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of: Repairs to windows in the property. The associated complaint. Our decision…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks and related repairs. The associated complaint. Our decision…
202442471 Housing association
The Ombudsman found severe maladministration, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs at the resident’s property. We have also considered the landlord’s…
202440409 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for a reasonable adjustment to enable access to her post.…
202437125 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s re-housing application. Complaint handling. Our decision (determination) There was…
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 Local authority / ALMO / TMO
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of The landlord’s response to the resident’s concerns about the section 20 process. We have also considered the…
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 Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to reports of a roof leak. Complaint handling. Our…
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, severe maladministration in the landlord’s handling of Finding Maladministration Under the Complaint Handling Code (the Code), landlords must issue stage 1 responses within 10…
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, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs to the heating and hot water. Complaint.…
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 Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s request for it to replace her front door and windows. We have also investigated the…
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, maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Communication with the resident about planned repairs. The…
202402232 Housing association
The Ombudsman found no maladministration, service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Reports of issues with the front door.…
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 Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould repairs. The resident’s complaint. Our decision (determination) We found:…
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, no maladministration, severe maladministration in the landlord’s handling of the landlord’s: Response to reports of ASB. Complaint handling. Our decision (determination) There was…
202341427 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of : The level of compensation the landlord offered after it acknowledged poor repair handling. The landlord’s…
202514409 Housing association
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of ASB. We have also considered the landlord’s complaint…
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 Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs. We have also investigated the landlord’s complaint handling. Our…
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, maladministration, no maladministration, severe maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: The property…
202406939 Housing association
The Ombudsman found service failure, maladministration, severe maladministration, outside jurisdiction in the landlord’s handling of the landlord’s handling of the resident’s: Requests for bathroom renovations. Concerns…
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 Local authority / ALMO / TMO
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) We found service failure in the landlord’s handling of: The resident’s reports…
202433861 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of reports of fire and water damage to the property and belongings. Complaint handling. Our decision…
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, severe maladministration in the landlord’s handling of the landlord’s handling of repairs and structural safety concerns. We have also considered the landlord’s complaint handling.…
202509263 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of a leak. We have also considered the landlord’s complaint handling. Our decision (determination) We…
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, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to reports of hot water and heating loss. We have also…
202337029 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and subsidence to the external wall. Complaint…
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, service failure, severe maladministration in the landlord’s handling of The landlord’s handling of: Roof leak repairs. The resident’s complaint. Our decision (determination) We…
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 Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports that the boiler was not working. We have also investigated…
202504224 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of Finding Reasonable redress Under the Complaint Handling Code (the Code), landlords must issue stage 1…
202443457 Housing association
The Ombudsman found severe maladministration, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs following a leak into the property. Repairs to the communal front…
202427871 Housing association
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of a leak and associated repairs. Complaint handling. Our decision (determination) We found severe…
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, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: a. Reports of a gas leak and the associated repairs. b. The resident’s…
202344966 Housing association
The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for keys to the front communal entry…
202223256 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a blocked drain. Associated…
202504543 Local authority / ALMO / TMO
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to a leak from the roof. We have also investigated the landlord’s complaint handling. Our decision…
202448010 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to reports of a leak into a communal riser cupboard and associated damp, mould, and…
202423673 Housing association
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of Our decision (determination) We found: Severe maladministration in the landlord’s handling of leaks, damp,…
202411603 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the: Landlord’s response to the complaint about its standard of communication. Landlord’s response to the…
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 Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property. We have also investigated the landlord’s…
202447122 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a pest infestation. We have also investigated the…
202401445 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s queries about the service charges for grounds maintenance and tree works. Our decision (determination) The…
202339725 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of noise from floorboards. We have also considered the landlord’s complaint…
202410679 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) We found: Service failure in the landlord’s handling of repairs to guttering…
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, severe maladministration in the landlord’s handling of Our decision (determination) We have found: Maladministration in the landlord’s handling of the resident’s concerns about…
202412013 Housing association
The Ombudsman found reasonable redress, maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s request for a replacement bath. Complaint handling. Our decision…
202342892 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a water stain in their boiler cupboard. Our decision (determination) The complaint was resolved…
202428005 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We found: Maladministration in the landlord’s handling of cracks in the resident’s property.…
202345851 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to concerns raised about the cleaning and maintenance of the external communal areas…
202333912 Housing association
The Ombudsman found service failure, mediation settlement, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of ASB. Complaint. Our decision…
202331981 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of bathroom and kitchen repairs, and related requests for capital…
202447613 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: Multiple repairs including heating and hot water, leaks, windows, damp and…
202507040 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration, mediation settlement in the landlord’s handling of the landlord’s response to reports of ASB. We have also…
202338305 Local authority / ALMO / TMO
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: roof repairs. the resident’s reports of damp and mould. We have also…
202430309 Housing association
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of The landlord’s handling of: Roof leak repairs. The resident’s complaint. Our decision (determination) We…
202406843 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of Our decision (determination) We found: Severe maladministration in the landlord’s handling of repairs to…
202215556 Housing association
The Ombudsman found service failure, reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) We determined: Service failure in the…
202333027 Housing association
The Ombudsman found reasonable redress, maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a roof leak and associated damp. Complaint. Our…
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 reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Oven repair. Complaint. Our decisions…
202334887 Housing association
The Ombudsman found service failure, no maladministration, maladministration, severe maladministration in the landlord’s handling of : A leak and resultant damage. The landlord’s handling of the complaint. Our decision…
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, reasonable redress, severe maladministration in the landlord’s handling of : The landlord’s handling of antisocial behaviour, including noise (ASB). The landlord’s complaint…
202334372 Housing association
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s decision not to permit the resident to convert the loft. We have also considered the handling of the complaint.…
202505387 Local authority / ALMO / TMO
The Ombudsman found maladministration, no maladministration, severe maladministration, mediation settlement in the landlord’s handling of The landlord’s handling of the resident’s: Reports of leaks from the property…
202504227 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s request for rehousing. Complaint handling. Our decision…
202348592 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s: response to the resident’s report about the direct debit payment.…
202336258 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a toilet repeatedly blocking. Our decision (determination) The complaint was resolved with our…
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, severe maladministration, service failure, outside jurisdiction in the landlord’s handling of the landlord’s: Handling of reports of a leak in the bathroom. Handling of repairs to…
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, severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of reports about pest control and cleaning of the communal areas. How the landlord…
202421521 Housing association
The Ombudsman found maladministration, no maladministration, service failure, severe maladministration in the landlord’s handling of : The landlord giving the shed key to another resident. How the landlord responded to…
202338725 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We have found maladministration in the landlord’s handling of: The…
202323380 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s response to: Repairs to the shower. The resident’s complaint. Our decision (determination)…
202502269 Housing association
The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The…
202431732 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of : the landlord’s handling of repairs to the resident’s heating and hot water system. the landlord’s handling…
202334980 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of how the landlord handled: The resident’s report of loss of heating and hot water.…
202334890 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a damp bedroom wall. Our decision (determination) The complaint has been resolved with our…
202445695 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: A loss of heating and hot water supply to the property. The associated…
202429630 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s: Response to reports of a leak from the roof as well as damp and mould in the resident’s…
202339629 Housing association
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of The landlord’s handling of: Leaks, damp, and mould The resident’s complaint. Our decision (determination)…
202429008 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of Our decision (determination) We have found: There was maladministration in the landlord’s handling of…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of a mice infestation and related repairs. concerns about…
202333178 Housing association
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of : The landlord’s handling of repairs to balcony decking. The landlord’s complaint handling. Our decision…
202410929 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of Our decision (determination) We have found there was maladministration in the landlord’s handling of the…
202316939 Local authority / ALMO / TMO
The Ombudsman found maladministration, no maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of The landlord’s handling of the resident’s: Reports of excess heat…
202234897 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the windows. We have also considered the…
202503991 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about damp and mould, and silverfish. We have also…
202503931 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of repairs to a balcony door. We have also investigated the landlord’s complaint…
202406545 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of : The landlord’s handling of repairs related to a leak, damage to the bathroom ceiling and replacement of…
202318898 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of The landlord’s handling of the resident’s: Reports of damp and mould. Requests for…
202409790
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding repairs and maintenance matters, and her associated complaint.. Total compensation ordered:…
202339416 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of ventilation issues, condensation and damp and mould in…
202327840 Housing association
The Ombudsman found severe maladministration, reasonable redress, service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: Roof repairs. The associated…
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 Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a window water leak. Complaint handling. Our decision…
202426691 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s handling of: Communal repairs including to the…
202341595 Housing association
The Ombudsman found no maladministration, reasonable redress, maladministration, service failure in the landlord’s handling of how the landlord: Responded to reports of a mice infestation. Handled the complaint. Our…
202327809
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of antisocial behaviour (ASB), noise and the resident’s request to move. We have also considered the landlord’s complaint…
202425812 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of Our decision (determination) We have found that there was: Maladministration in the landlord’s handling of…
202332559 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs and adaptations. Our decision (determination) The complaint was resolved with our intervention. We have made…
202417733
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to condensation and the associated damp and mould. Complaint handling.. Total compensation ordered: £1210.
202406718
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to a leak and associated damp and mould. Complaint handling.. Total compensation ordered: £750.
202335927 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of 2. The complaint is about the landlord’s handling of: Repairs to an extractor fan. Damp and mould in the…
202325286
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of water ingress into her property..
202447088
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: anti-social behaviour (ASB). damp and mould. pests. repairs. the complaint.. Total compensation ordered:…
202344799
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: concerns that she was responsible for communal electricity costs. complaint.. Total compensation ordered:…
202424059
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Leaks and associated damp and mould. The resident’s complaint.. Total compensation ordered: £1630.
202417670
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Damp and mould in the resident’s temporary property. The complaint..
202332554
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of leaks, damp and mould and remedial repairs. reports about the condition…
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
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to reports about repair issues at the property..
202449593
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould in the property. Complaint..
202440022
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance and her concerns about the information provided about the noise level before…
202435364
The Ombudsman found maladministration, mediation settlement, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Rehousing request. Reports of antisocial behaviour (ASB). We have…
202342486
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of repairs to the extractor fan and its response to the resident’s additional concerns. We have also…
202341608
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord's handling of bathroom repairs, including reports of mould and a subsequent leak. The Ombudsman has also considered the…
202328409
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), noise and criminal damage by a neighbour. The…
202222648
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of repairs related to replastering and a leak from the toilet. We have also investigated the landlord’s…
202502116
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of window repairs and associated damp..
202452125
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB) from a neighbour. Request for…
202449582
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a sewage smell in the property. Associated complaint..
202422867
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs and security in her permanent property and her temporary housing placement..
202345302
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports about anti-social behaviour (ASB). complaint handling.. Total compensation…
202343685
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: responsive repairs. anti-social behaviour (ASB). the associated complaint.. Total compensation…
202317968
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to a break-in at the resident’s property..
202503275
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of reports of damp and mould..
202424881
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the hot water at the property..
202330970
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks and repairs to the property..
202223696
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The landlord’s response to the resident’s concerns that he should have access to electricity from the building’s solar panels.…
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
The Ombudsman found service failure in the landlord’s handling of This investigation considers: The landlord’s response to the resident request that it renew his bathroom and kitchen. The landlord’s complaint handling..…
202325627
The Ombudsman found maladministration in the landlord’s handling of :.
202406860
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.. Total compensation ordered:…
202401288
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of noise nuisance and anti social behaviour (ASB). We have…
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
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202421680 London & Quadrant Housing Trust (L&Q) 22 September 2025 Our approach The Housing Ombudsman’s approach to…
202421083
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak at the property. The Ombudsman has also considered the landlord’s…
202405373
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: request to succeed her mother’s tenancy. complaint.. Total compensation ordered: £750.
202347855
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of the resident’s: reports to repair the balcony. reports of a pest infestation. associated complaint..
202415483
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of antisocial behaviour. concerns about…
202403569
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s Right to Buy application from 2023.. Total compensation ordered: £250.
202325886
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Gas repair work required at the property. The resident’s associated complaint..
202430917
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of balcony repairs.. Total compensation ordered: £250.
202405211
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: A bathroom water leak and associated damp and mould and electrical issues. The associated complaint..…
202401298
The Ombudsman found maladministration in the landlord’s handling of the landlord’s decision to issue a notice of seeking possession (NOSP) and the way it served it..
202413538
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of sewage leaking from the communal stack pipe onto his balcony. The resident’s concerns that it has…
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
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp in the property and associated repairs. The Ombudsman has also considered…
202344079
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns about the condition of the property, including the windows and a communal carpet.…
202413622
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the boiler and the associated remedial repairs.. Total compensation ordered: £610.
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the boiler..
202422284
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of a boiler repair.. Total compensation ordered: £470.
202418846
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Service charge concerns. Queries on joint resident estate…
202342278
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of issues with ventilation and insulation in the resident’s property. We have also investigated the…
202334938
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of the resident’s: reports of damp and mould and reports of repairs to the heat and hot water system. reports…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the communal entrance door..
202347704
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Window repairs. The associated complaint..
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
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of issues within his property, including damp and mould, and asbestos. The…
202331394
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of heat loss in a bedroom in the resident’s property. The Ombudsman has also considered the landlord’s complaint handling..…
202323936
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB) in her building and the security of the communal entry…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s roof and kitchen window. The associated complaint..
202450720
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: A roof leak. A damaged bathroom basin. The Ombudsman has also considered the…
202445476
The Ombudsman found maladministration in the landlord’s handling of the condition of the property when let and the landlord’s handling of reported repairs..
202438489
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould in the property. Mice in the property. We have investigated the…
202338441
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs after the resident’s reports of hot water issues. concerns about the conduct of a contractor. the…
202203278
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord's handling of: Repairs to the heating and hot water system at the resident's property. Reports of…
202327844
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of window repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint…
202325759
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s application to be moved to alternative accommodation. The landlord’s handling of the complaint has also been…
202400842
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of required repairs and antisocial behaviour (ASB) in the communal areas of the property. Associated…
202207166
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of his property overheating The associated complaint The Ombudsman has also…
202343946
The Ombudsman found severe maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould and a subsequent pest infestation.…
202342298
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord's handling of the resident’s: reports of no heating and hot water in the property and associated repairs to the boiler.…
202341288
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of issues with the boiler and carbon monoxide detector. The Ombudsman has also…
202330012
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202330012 London & Quadrant Housing Trust (L&Q) 13 August 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202422571
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint..
202421619
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: Staff conduct, communication, policies, culture and services, management of her tenancy…
202437550
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of leaks in the property..
202415765
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about communal heating charges..
202428808
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property..
202201125
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A leak and the subsequent moves to temporary accommodation. The resident’s complaint. The Ombudsman will also investigate…
202405185
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports concerning major repairs to the property. the associated complaint.. Total…
202429540
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak to the resident’s property and the subsequent damp and mould..
202426458
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about the lights in the property..
202406109
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs at the property. The Ombudsman has also looked at the landlord’s complaint handling.. Total compensation ordered:…
202216213
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks, damp, mould and associated repairs in the property.. Total compensation ordered: £3829.
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
The Ombudsman found service failure in the landlord’s handling of the landlord’s communications with the resident in relation to building safety.. Total compensation ordered: £100.
202441876
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property. Repairs to the property’s back door..
202430881
The Ombudsman found no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of fire safety issues within the resident’s block, including: Delays in it…
202418210
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of balcony repairs. The Ombudsman has also looked at the landlord’s complaint handling.. Total compensation ordered: £600.
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
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of structural issues at the property. Request for a temporary move..
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
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a neighbour preventing access to the communal garden. The formal complaint. The…
202214684
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of outstanding repairs to the bedroom. Associated complaint..
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
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord's handling of the resident’s reports about damp and mould. Complaint handling. Total compensation ordered: £300.
202424148
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s complaint about the condition of her property, its proposed works, and her wish to move home.. Total…
202440293
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the complaints about a roof leak.. Total compensation ordered: £250.
202407216
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: Leaks affecting the resident’s balcony and living room ceiling. The complaint.. Total compensation…
202430695
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports about pests, scaffold, and related balcony repairs. Response to the resident’s…
202416505
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak causing flooding to the property. Associated complaint..
202348064
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about parking. The Ombudsman has also considered the landlord’s handling of the…
202434694
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property..
202422078
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs and blockages to the resident’s toilet.. Total compensation ordered: £640.
202444757
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about the condition of her window and front door.. Total compensation ordered: £500.
202432159
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.. Total…
202416492
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould and the associated repairs. The resident’s complaint.. Total compensation ordered:…
202409624
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to the resident’s windows. The Ombudsman has also investigated the landlord’s complaint handling..
202442856
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of damp and mould including its delay in completing an inspection. The Ombudsman has also considered…
202432377
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s report of a roof leak..
202335259
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to…
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
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: the resident’s reports of a leak and remedial repairs. the associated complaint.. Total…
202445877
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to her windows. The Ombudsman has also investigated the landlord’s complaint handling..…
202411110
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of issues with the back door. Associated complaint..
202405994
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak from the property above. The Ombudsman has also considered the landlord’s…
202234791
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of leaks, damp, and mould and associated repairs. reports of concerns…
202226971
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s complaint handling.. Total…
202440360
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould in the property. Request for replacement windows in the property.…
202442268
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: Repairs to and a leak from the extractor fan. Damp and mould..
202441299
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s complaint about its handling of repairs related to damp and mould.. Total…
202414698
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of pests in the property. The Ombudsman has also considered the landlord’s…
202438710
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have also…
202434985
The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of reports of damp and mould. The landlord's handling of repairs to the property. The landlord's decision to seek possession…
202432458
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Requests for repairs to the heating and hot water system. Associated complaint..
202429859
The Ombudsman found maladministration, service failure in the landlord’s handling of cold and ventilation issues in the property. We have also investigated the landlord’s handling of the complaint.. Total compensation…
202427015
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the suitability of the property and request for a direct transfer on medical grounds. Reports…
202425991
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Complaint..
202330468
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: a request for CCTV footage. installation of external lighting. The Ombudsman has also considered the landlord’s complaint…
202337516
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour. The resident’s complaint.. Total…
202331601
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a…
202313660
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge).…
202304370
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating…
202302084
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns relating to the cooker socket. Reports of an uneven…
202431045
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damp and mould and the associated repairs. Associated complaint..
202335498
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks…
202318995
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of repairs to: the bedroom wardrobe. the communal door handle and entry system.…
202325530
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of window repairs and replacement. The landlord’s handling of the associated complaint.. Total compensation ordered: £640.
202307372
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp walls. Concerns about the condition of the property’s doors and windows. The Ombudsman has…
202425066
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s report of a leak, causing damp and mould..
202319234
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: The resident’s disrepair claim, including the associated repairs. Repairs to the resident’s extractor…
202110693
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident's reports about antisocial behaviour (ASB).. Total compensation ordered: £250.
202433017
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s request to be rehoused on medical grounds..
202324885
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of repairs to the window frames. the complaint.. Total compensation ordered:…
202319847
The Ombudsman found severe maladministration, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Request for windows to be…
202314421
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs and maintenance at the resident’s property. The associated complaint..
202339743
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a noise nuisance. Request for triple glazing. The landlord’s complaint handling…
202435195
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about cold temperatures within the property. The Ombudsman has also considered the…
202330297
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: the resident’s concerns about the replacement of her toilet flush. the associated complaint..
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
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of parking allocation at the development..
202324530
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks and repairs, and her complaint on the matter.. Total compensation ordered: £470.
202312176
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the outside steps..
202308958
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for compensation for a damaged fridge freezer. We have also assessed the landlord’s complaint…
202310094
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the complaint has also…
202330453
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint…
202326085
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports about leaks from the roof.. Total compensation ordered: £250.
202323748
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s…
202316861
The Ombudsman found maladministration in the landlord’s handling of the landlord’s communication about a kitchen replacement. The Ombudsman has also investigated the landlord’s complaint handling..
202326939
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs and redecoration works to the resident’s property following a leak, including: the balcony doors, the decking, as…
202430110
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling..…
202325052
The Ombudsman found mediation settlement in the landlord’s handling of the landlord's handling of repairs to the communal stopcock..
202318061
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the…
202427925
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Water leaks from the flat above, including repairs and damp and mould. The associated complaint.. Total compensation…
202424163
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of works within the resident’s bathroom and kitchen.. Total compensation ordered: £750.
202418392
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to leaks in the resident’s property including reported damage to the ceiling, hallway, walls and damp and…
202327547
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs at the resident’s property..
202327380
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202228981
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Snagging works in the property. The resident’s concerns about the fire alarm trunking. The landlord’s handling of the…
202320940
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: Boiler repair works in the neighbouring property. The installation of…
202230057
The Ombudsman found severe maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould and the subsequent repairs.…
202434596
The Ombudsman found maladministration, service failure in the landlord’s handling of the: Landlord’s handling of snagging works. Letter the landlord issued following an altercation. We have also assessed the landlord’s…
202428880
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of subsidence. The associated complaint..
202412073
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s concerns that cleaning and management services were not being provided. the resident’s request for service…
202313414
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a broken immersion heater and his request for reimbursement of private repairs. The resident’s…
202320835
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to reports of a leak in the property and resulting damp and mould. The landlord’s complaint handling..…
202306742
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of issues with: the garden paving. use of the shared garden. We have also considered…
202418159
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s complaint handling has…
202324056
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The sign-up process and the resident’s request for a transfer to a more suitable property. The…
202315612
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs in the bathroom to the tiling, sink, bath panel, light and extractor fan. A leak from the bath…
202328590
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s concerns about the conduct of a member of its staff..
202213634
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak into their property from the flat above..
202307107
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about parking and antisocial behaviour (ASB). The associated complaint..
202409617
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports about a window repair. Associated complaint.. Total compensation ordered:…
202321865
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about issues with the flower bed in her garden..
202434180
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould. Repairs. This Service has also considered the landlord’s…
202348138
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs to a leak through the bedroom ceiling. The Ombudsman has also considered the landlord’s…
202337502
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint..
202323179
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for it to: replace the front and back doors. upgrade the heating system..
202321145
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for repairs to the boiler. Associated complaint.. Total compensation ordered:…
202319900
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damaged flooring, damp, and mould in the property. Associated…
202307153
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s service charge queries. The resident’s reports about the conduct of a member of staff. The complaint.. Total…
202424815
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leaking roof and associated damp and mould at her property. The complaint.. Total compensation…
202322335
The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for a roof covering to be installed over…
202309453
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s windows and doors. The resident’s reports of antisocial behaviour (ASB). A…
202300355
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of a broken front door lock. Associated complaint..
202324021
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint..
202305700
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of repairs to a communal lift.. Total compensation ordered: £300.
202303582
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s service charge..
202305740
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.. Total…
202318757
The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social behaviour from a…
202314975
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: repairs following a leak from the upstairs property. the associated complaint..
202214674
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge.…
202339089
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a loss of heating and hot water. We have also considered the landlord’s complaint handling.. Total…
202331174
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the communal lifts. The Ombudsman has also investigated the…
202320263
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Electrical and plumbing repairs from August 2023. The resident’s request for it to…
202317243
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of balcony repairs, the erected scaffolding, and the resulting pigeon infestation. The associated complaint..
202217416
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about cyclical decorations and outstanding repairs to her property. The Ombudsman…
202348214
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for balcony window repairs. Reports of leaks in the property. Reports of damp, mould, and…
202321012
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.. Total…
202301773
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of repairs to the front door and windows.. Total compensation ordered: £500.
202404648
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s service charge refund.. Total compensation ordered: £50.
202346173
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s requests for: information on the service charges for the 2024 to 2025 financial year. an…
202341552
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord's handling of the resident’s: Reports of a leak. Associated complaint.. Total compensation ordered: £200.
202329734
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s request to replace her windows and doors. The Ombudsman has also considered the landlord’s…
202308712
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of the resident's: Reports about the condition of the windows at the start of the tenancy. Associated complaint..
202307640
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An…
202300219
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s damaged kitchen floor. The associated complaint.. Total compensation ordered:…
202233208
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of water ingress into the property. The associated complaint.. Total…
202414935
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repairs required to unlevel flooring and internal openings..
202325879
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to the resident’s driveway. The landlord’s complaint handling has also been investigated..
202320315
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of noise transference from other properties in the building. The Ombudsman has also considered the…
202304162
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Delays completing repairs to a burst pipe affecting the car…
202300176
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.. Total compensation ordered:…
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
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of drainage issues in his garden. The landlord’s complaint handling.. Total compensation ordered:…
202400354
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the chimney.. Total compensation ordered: £150.
202322819
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for it to install a larger bath in the bathroom. The Ombudsman has also considered the landlord’s…
202321387
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s concerns about a missed appointment by the landlord’s contractor. The…
202313879
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of flooding in the carpark which caused damage to his possessions. The Ombudsman has also considered…
202213195
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of reports of repairs to communal doors and safety concerns. The Ombudsman has also considered the landlord’s…
202224796
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handing of the resident’s reports of a repair to a shed. We have also considered the landlord’s complaint handling.. Total compensation…
202307207
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a mice infestation at her property. The Ombudsman has also considered the…
202234914
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of flooding from the balcony, which he said was caused by the new build…
202311793
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of water ingress through the wall, which caused internal water damage.…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak and heating repairs..
202223865
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint..
202312902
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs as a result of a roof leak.. Total compensation ordered: £2450.
202309874
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) in his apartment block and the security of the…
202210958
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about estate inspections, the local office and caretaking. A staff member…
202419794
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of pest infestation..
202403327
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for permanent rehousing and concerns it misplaced sensitive personal documents.…
202400693
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a communal roof leak and associated damp and mould.. Total compensation ordered: £300.
202225736
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s repair requests relating to the doors, heating system and toilets in the…
202416158
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint..
202419855
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Report of outstanding repairs to a kitchen ventilation unit. Associated complaint..
202419554
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak and damp and mould. Associated complaint.. Total compensation ordered: £2250.
202416766
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs to leaking guttering and damaged window and the resident’s reports the required repairs were…
202413917
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and concerns about staff conduct. Associated complaint..
202331777
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s: Concerns about its caretaking and ground maintenance services. Complaint.. Total compensation ordered: £550.
202325383
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: A pest infestation. The resident’s complaint..
202322448
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of heating and hot water repairs in the resident’s property. The Ombudsman has also…
202414763
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of ongoing leaks from the roof..
202403403
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports about the condition of the property. The associated complaint.. Total…
202321059
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of renewal of the kitchen in the property. The Ombudsman has investigated the landlord’s handling of the resident’s complaint..…
202320090
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to fix leaks, damp and mould in the riser cupboards. The landlord’s handling of the associated complaint..
202318626
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s repair requests as a result of a leak.. Total compensation ordered: £350.
202416768
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of repairs to the roof, the bedroom window, and associated remedial work. the associated complaint..…
202313381
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB); Associated concerns regarding video recording equipment..
202220572
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak into his property and subsequent damp and mould. The resident’s…
202318131
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Arrears of rent. The resident’s application for a mutual exchange. The resident’s complaint..…
202212403
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request that the landlord replace: The bathroom flooring. The kitchen. The toilet. This Service has also…
202409715
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of roof repairs and the resident’s subsequent reports of damp and mould..
202328959
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of repairs to the resident’s heating and hot water system. The Ombudsman has also investigated the landlord’s…
202312368
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Communication about external cyclical maintenance works. Handling of the resident’s complaint..…
202234258
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of an ongoing roof leak causing damp and mould and issues with the extractor fans. The Ombudsman has…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident's: Concerns about her housing situation and request to be rehoused. Associated complaint..
202225258
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Personal data. The resident’s reports of ASB. The associated complaint..
202308087
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s: Handling of the resident’s request for a replacement kitchen. Complaint handling..
202229424
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Service charges relating to repairs to communal lights and pest control. The resident’s report of damage…
202313077
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s request for soundproofing. We have also investigated the landlord’s complaint handling..
202307487
The Ombudsman found maladministration in the landlord’s handling of the condition of the property when let to the resident and the level of compensation the landlord offered for this..
202215447
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the balcony. The associated complaint.. Total compensation ordered: £580.
202319737
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.. Total compensation…
202310740
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of reports about: the central heating system; leaks and associated repairs; the external fan to the…
202312771
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the roof, and the associated damp and mould. The Ombudsman has also considered the…
202310713
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint..
202231157
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers the…
202311021
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Noise nuisance and anti-social behaviour (ASB). Staff…
202322512
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of : The resident’s reports about communal electric repairs. The associated…
202305570
The Ombudsman found no maladministration in the landlord’s handling of : the level of service charges. the landlord’s management of the resident’s rent account..
202302237
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for information about the replacement of the kitchen, bathroom, plumbing and electrics in the…
202410480
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Subsidence at the property. Repairs, including reports of a leak from the property above. The resident’s concerns about the…
202341681
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to his kitchen following a leak, including reports of mould and water damage. The…
202407290
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of : the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to…
202314122
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202311723
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee…
202303026
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of errors made on the service charge account. Concerns about the level of the management fee…
202318342
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The removal of the resident’s vehicle. The associated complaint..
202312433
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s kitchen cupboard repairs. The Ombudsman has also assessed the landlord’s complaint handling.. Total…
202222811
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202222811 London & Quadrant Housing Trust (L&Q) 20 February 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202213537
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of resident’s report of repairs needed in the property. The Ombudsman has also considered the landlord’s complaint handling..
202318787
The Ombudsman found maladministration in the landlord’s handling of the level of compensation offered by the landlord following planned works. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202319709
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's concerns that contractors had disposed of her personal belongings. The Ombudsman has also considered the…
202304010
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of : The increase in the resident’s service charge in 2024. The landlord’s response to the resident’s report of…
202311250
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: The property’s roof and gutter being in disrepair. The garden being overgrown..
202303052
The Ombudsman found reasonable redress in the landlord’s handling of the managing agent’s handling of repairs to the electric vehicle (EV) charging point..
202314377
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of poor staff conduct at the resident’s property. The Ombudsman has also investigated the landlord’s complaint…
202223130
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of defects in her new home. Complaint.. Total compensation ordered: £450.
202408396
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about leaks, and damp and mould within the property. Reports of repairs to the balcony, the…
202406859
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's response to the leaseholder's: Reports of water ingress from the roof. Complaint.. Total compensation ordered: £100.
202347245
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the communal door and door entry system. The associated complaint.. Total compensation ordered: £800.
202340688
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns about ventilation in the bathroom. Complaint handling..
202216087
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Report of a leak from the roof and into the bathroom. Complaint.. Total…
202403494
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.. Total…
202345330
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated…
202341788
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a…
202314064
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Report of water ingress and the subsequent repairs. Formal complaint..
202308080
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint..
202306793
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint..
202402829
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs to the bathroom. repairs to the kitchen. the resident’s report about the behaviour of the…
202305058
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports about hot water service failures, and the level of compensation it subsequently offered her. Handling…
202003616
The Ombudsman found maladministration in the landlord’s handling of the handling of repairs to the resident’s windows..
202409857
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp and…
202323467
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of outstanding repairs to the property’s porch and subsequent damp and mould.…
202343223
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s: handling of reported inappropriate conduct of its contractor. response to reports that the kitchen…
202310865
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of works to repair and replace the resident’s front door and kitchen..
202305890
The Ombudsman found maladministration in the landlord’s handling of The landlord’s response to the resident’s concerns about the condition of the bedroom wall. This Service has also considered the landlord’s handling of…
202303689
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of the resident's: Reports of damp and mould and the follow-on remedial works, including her request for the…
202413449
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs to a window..
202414096
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of: A leak in the property. Damp and mould. This report…
202329496
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damp and mould and a subsequent pest infestation. Associated complaint.. Total…
202230100
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of the cleanliness and condition of the communal areas. The landlord’s complaints handling has also…
202226399
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to move. The Ombudsman has also investigated the landlord’s complaint handling.. Total compensation…
202218346
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident about: A pest infestation. Works being done to the flat below without notice. His…
202310204
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s concerns about parking issues. Response to the resident’s concerns about the affordability…
202304259
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s request for storage space for her mobility scooter. The landlord’s handling of the…
202411689
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak..
202410614
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of issues with the boiler in the property. Complaint handling..
202335641
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reported leaks in the property.. Total compensation ordered: £1600.
202323654
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of disrepair to the windows, causing damp and mould in her property. The…
202315212
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident's reports about repairs to windows, and damp and mould. The Ombudsman has investigated the…
202308548
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Reports of repairs to 2 toilets. Reports of repairs to a kitchen tap. Reimbursement of additional…
202343786
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of the repairs to the property. Handling of damp and mould and subsequent repairs.…
202310991
The Ombudsman found maladministration, mediation settlement, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social behaviour (ASB) from a…
202324497
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint..
202217703
The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the resident’s reports of repairs, including: The boiler. The shower door. A leak coming through the bathroom ceiling from…
202317798
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about damp and mould.. Total compensation ordered: £600.
202313921
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise nuisance. The…
202305784
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Decision to issue a notice of seeking possession (NOSP). Handling of the associated complaint..
202230164
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of: Concerns about service charges Repairs to the property and bin store. The associated complaint..…
202223776
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports of damp and mould and water leaks through bedroom windows.…
202219217
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202219217 London & Quadrant Housing Trust (L&Q) 29 November 2024 Our approach The Housing…
202227796
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s personal information as she believes that it provided her information to a third party without her consent.…
202224058
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs in the property. Report of silica dust within the…
202212072
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould throughout the property. The resident’s concerns about asbestos…
202325715
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a leak in the property and damp and mould. Staff conduct..
202313842
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs to the communal roof. the resident’s associated complaint.. Total compensation ordered: £600.
202309085
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s floors. The associated complaint.. Total compensation ordered: £200.
202317035
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports about antisocial behaviour. The landlord’s complaints handling has also been investigated.. Total…
202311830
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of repairs to the window seals. The Ombudsman has also considered the landlord’s complaint…
202321355
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: Major repairs to the floor. The formal complaint..
202301182
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s enquiries about the estimated service charges for the period 2023 to 2024. This Service has also…
202227632
The Ombudsman found no maladministration in the landlord’s handling of the landlord providing incorrect information about the length of the lease of the resident’s property..
202201163
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a fence repair or replacement. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202310872
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of heating issues. The Ombudsman has also considered the landlord’s complaint…
202306620
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Application to be rehoused on medical grounds. Related complaint.. Total compensation ordered: £400.
202306498
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a missing communal door and delays in replacing it.…
202306736
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s service charge queries. The Housing Ombudsman has also considered the landlord’s…
202319875
The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord's response to the resident’s: Report of an incorrect EWS1 form . Requests for…
202232684
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for alterations to the access point and privacy of the balcony..
202223589
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s requests for: A rent refund. Proof of permission…
202221860
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the loft area following a roof leak. Decision not to repair or replace the worn roofing felt..
202314930
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of reports of: damp and mould following the completion of repairs. an overflowing rain pipe. The…
202123785
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.. Total…
202324352
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: A leak from the roof into the resident’s property. The associated complaint.. Total compensation…
202310405
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of repairs required to the resident’s bathroom extractor fan and ventilation system. The Ombudsman has also…
202342172
The Ombudsman found reasonable redress, no maladministration, maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s response to the resident’s reports of damp and mould…
202325703
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports that: The space allocated for the cooker was inadequate. Repairs were required to…
202323621
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the condition of property when she moved in and her subsequent reports of:…
202311546
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a leaking gutter. The Ombudsman has also considered the landlord’s record keeping..
202234353
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Concerns about a carbon monoxide leak and a lack of hot water and heating in the property.…
202406901
The Ombudsman found reasonable redress in the landlord’s handling of : A recurring leak from the balcony resulting in damp and mould throughout the property. The landlord’s complaint handling..
202321860
The Ombudsman found no maladministration, severe maladministration in the landlord’s handling of REPORT COMPLAINT 202321860 London & Quadrant Housing Trust (L&Q) 7 November 2024 Our approach The Housing Ombudsman’s…
202316601
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a loss of hot water, and the associated repairs. Reports of a leak, and the…
202231070
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202230344
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of water ingress in the property..
202338603
The Ombudsman found severe maladministration in the landlord’s handling of This complaint is about the landlord’s handling of damp and mould in the resident’s property.. Total compensation ordered: £1800.
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
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports of antisocial behaviour (ASB).…
202309142
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s requests for adaptations to her rear garden. Complaint handling.. Total compensation…
202221271
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to external doors. The Ombudsman has also considered the…
202212074
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of problems with the heating and hot water system..
202007901
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: Leaks into the living room. Associated repairs to the living room…
202333840
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also investigated the…
202323505
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: A rodent infestation in her building. A defective front entry door to the building and faulty…
202311798
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s decision to refuse permission to install a driveway..
202220367
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for kitchen and bathroom works. Formal complaints.. Total compensation ordered: £2050.
202346194
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to her reports of no heating and hot water at her property. The Ombudsman…
202402163
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of repairs to the communal front door. the landlord’s handling of reports of damp and mould and repairs at the property. The…
202344800
The Ombudsman found severe maladministration, no maladministration, maladministration in the landlord’s handling of the landlord’s: Response to reports of damp and mould and the associated works. Response to reports of…
202342939
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about: Repairs. Pests at the property. The maintenance of the…
202346001
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.. Total compensation ordered: £200.
202306125
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s: Request to succeed to her mother’s tenancy. Associated complaint.. Total compensation ordered: £1130.
202307719
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of an infestation of rats and mice..
202220737
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Heating and hot water repairs. The resident’s service charge queries. The Ombudsman…
202215121
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: Reports of repairs to the resident’s property, specifically: Kitchen cupboards…
202336541
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould. Response to the resident’s reports of the…
202347531
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of noise, odours and an infestation of flies caused by blocked drainage.…
202304413
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a washing machine repair. The Ombudsman has also considered the landlord’s…
202348652
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s transfer application. Complaint handling.. Total compensation ordered: £500.
202321375
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: reports of anti-social behaviour, including noise nuisance and noise transference. the resident’s request for rehousing on…
202302258
The Ombudsman found maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Damp and mould. Repairs to a…
202231020
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s concerns in respect of moving to the property…
202227820
The Ombudsman found maladministration, service failure, mediation settlement, reasonable redress in the landlord’s handling of The resident’s complaint was about: The landlord’s response to the resident’s reports of…
202227433
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident’s reports of roof leaks affecting her loft and kitchen ceiling,…
202332398
The Ombudsman found service failure in the landlord’s handling of The landlord’s response to the resident’s: reports about damp and mould in the property; request for a mutual exchange. The Ombudsman has also considered…
202301154
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of no gas heating or hot water at the property. Complaint handling.. Total compensation ordered: £492.
202227036
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of lack of heating and hot water in the property. The resident’s reports…
202128367
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for repairs to a boundary wall and fencing. Associated formal complaint.. Total compensation…
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
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: request to be rehoused, and associated staff conduct; concerns regarding rent arrears;…
202218563
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of delays in installing adaptations in his home. Associated formal complaint.. Total compensation…
202334169
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould at the property. The Ombudsman has also considered the complaint handling in…
202305315
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of window repairs and associated reports of damp and mould .…
202306491
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp, mould, and the associated repairs. Reports of repairs to the windows. The Ombudsman has…
202346332
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise nuisance. The associated complaint.. Total compensation ordered: £300.
202217811
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the dishwasher, washing machine and underfloor heating repair. An infestation of mice. A repair to a leaking…
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
The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of repairs to the resident's shower unit. The landlord's complaints handling.. Total compensation ordered: £1200.
202224694
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of required repairs to the property staircase. We have also looked at the landlord’s complaint…
202347485
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports of damage to her possessions caused by damp and mould.…
202323031
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of antisocial behaviour (ASB). Reports of damp and mould. The Ombudsman has also investigated the landlord’s…
202303364
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Heating repairs. Bedroom window repairs. The resident’s formal complaint.. Total compensation ordered: £300.
202115193
The Ombudsman found mediation settlement in the landlord’s handling of REPORT COMPLAINT 202115193 London & Quadrant Housing Trust (L&Q) 23 August 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202228106
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of water pressure issues. This Service has also considered the landlord’s complaint handling.. Total…
202319427
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Damp and mould in the property. Electrical work. The complaint and the level of compensation offered…
202316059
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202316059 London & Quadrant Housing Trust (L&Q) 21 August 2024 Our approach The Housing Ombudsman’s approach to…
202316572
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s complaint about the security and condition of the block, anti social behaviour (ASB),…
202306931
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s response to: the resident’s reports of issues with the gas supply. the resident’s reports of a contaminated…
202203338
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of repairs to the patio and paving at the front of the property. The Ombudsman has also investigated…
202336460
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of outstanding works relating to subsidence of the property. Request for permanent rehousing instead…
202331279
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of: Repairs to the front metal gate obstructing access to and from the property. A request to install…
202405141
The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about: The landlord’s management of patio door repairs. The landlord’s response to reports of an ongoing sewage…
202333852
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the boiler. Repairs to the windows. Damp and mould. A pest issue. The Ombudsman has also investigated the…
202330174
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of reports of damp and mould. The landlord’s complaint handling.. Total compensation ordered: £9880.
202316285
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s windows and a communal door being in disrepair and in need of replacement. The landlord’s handling of the…
202316143
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of a back door replacement. Handling of the resident’s…
202309023
The Ombudsman found outside jurisdiction, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of heating and hot water loss. Reports of gas leaks. A report of a…
202225451
The Ombudsman found no maladministration, service failure in the landlord’s handling of This investigation is about: The landlord’s response to the resident’s complaint about one of its officers. The landlord’s…
202339619
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The installation of fiber-optic cables. The level of compensation offered by the landlord in respect of the complaint about a…
202225580
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : the landlord’s handling of the resident’s reports of repairs. the landlord’s handling of the associated complaint..
202327882
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of noise and noise transference. the associated complaints.. Total compensation…
202307643
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of draughts from the bedroom windows. The complaint.. Total compensation ordered: £75.
202233774
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs required in the property’s kitchen. The resident’s…
202316685
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of anti-social behaviour (ASB) reported by the resident. The Ombudsman has also investigated the landlord’s complaint…
202301941
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about wheelchair accessibility and request for adaptations. Reports of delays in repairing a gate.…
202301306
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of heating repairs (including concerns about the adequacy of the heating). The landlord’s complaint…
202229078
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of:. Total compensation ordered: £500.
202324168
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to address a leak from the roof and the associated damp and mould. The Ombudsman has also considered the landlord’s…
202308819
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs following a leak to the bedroom. Reports of repairs to the windows. Reports of…
202340261
The Ombudsman found severe maladministration in the landlord’s handling of This complaint is about how the landlord handled the resident’s reports of a leak from her upstairs neighbour’s flat.. Total compensation…
202220110
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s management of damp and mould reports and the associated repairs. The landlord’s handling of the resident’s…
202308916
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of The complaint refers to the landlord’s: Handling of leaks, damp and mould, and bathroom repairs. Management of the resident’s…
202221241
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint is regarding the landlord’s handling of a reported noise nuisance. The landlord’s complaint handling has also been…
202322436
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint was about: The landlord’s response to the resident’s reports about her heating that it was too hot and that…
202319292
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and hate incidents. The landlords handling of the resident’s…
202225494
The Ombudsman found service failure, severe maladministration, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Repairs to the balcony door.…
202202714
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould and associated remedial repairs. Aids and adaptations.…
202233154
The Ombudsman found maladministration, severe maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The request for remedial repairs to the kitchen extractor fan. The…
202218733
The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the resident's reports of concerns about the property it moved her to and its handling of the associated formal complaint..
202124346
The Ombudsman found service failure in the landlord’s handling of : the landlord’s handling of the resident’s temporary decant. the landlord’s handling of the associated complaint.. Total compensation ordered: £515.
202424634
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of both the resident’s reports of a leak from her bathroom, and of her complaint.. Total compensation ordered: £630.
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
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to a communal stack pipe leak which leaked into the resident’s property. The associated…
202306096
The Ombudsman found maladministration, service failure in the landlord’s handling of ; The landlord’s handling of the resident’s reports of a leak in the property. The associated complaint handling..
202204359
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of Remedial works following a leak. Its handling of asbestos removal at the resident’s property. The…
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
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of cracks in the ceiling. Response to the resident’s transfer request.. Total…
202307382
The Ombudsman found severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s…
202305870
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of noise nuisance from a communal bin store. Request for a transfer to another property. The…
202216912
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the…
202328643
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s request for reasonable adjustments for the annual gas safety check.. Total compensation ordered: £100.
202229276
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of an inadequate hot water system. Request for a replacement boiler..
202311071
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about her transfer to a new property.. Total compensation ordered: £350.
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
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to an electrical consumer unit in her property catching fire..
202202098
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.. Total compensation ordered: £800.
202302981
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s move to temporary accommodation due to anti-social behaviour (ASB). The Ombudsman has also investigated the…
202317961
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Repairs required to the resident’s window following a leak. The associated complaint.. Total compensation ordered: £100.
202306893
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handing of the resident’s report of a leak from the shower to the bedroom..
202231549
The Ombudsman found no maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord's handling of the resident's concerns about: The smoke and carbon monoxide alarms in the…
202215918
The Ombudsman found mediation settlement, maladministration, no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord's response to the resident’s reports of antisocial…
202214912
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the balcony. A complaint about the surveyor’s conduct. The erection of scaffolding. The…
202320637
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Reports of leaks, and damp and mould in the property. The complaint, including the level of…
202307713
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs to the windows. Formal complaint.. Total compensation ordered: £705.
202229958
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of defective windows. The Ombudsman has also investigated the landlord’s:…
202306167
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and homophobic harassment. The landlord’s response to the resident’s…
202319699
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s request to be rehoused.. Total compensation ordered: £750.
202338938
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for a transfer. The resident’s reports about their neighbour’s conduct.…
202214447
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s bathroom. The landlord’s handling of the resident’s request for reimbursement of energy bills.…
202222733
The Ombudsman found service failure in the landlord’s handling of the landlord's: Response to the resident's request for her windows to be replaced. Complaint handling..
202231513
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of a rodent infestation in the property. This report also looks at the landlord’s…
202222308
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint is regarding the landlord’s handling of the resident’s transfer application and request to move on medical grounds. This…
202223275
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The associated complaint.. Total…
202204588
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of problems with her front door. Associated complaints..
202221467
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of noise nuisance from the flat above. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202109101
The Ombudsman found maladministration, mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about: Accusations made against her by a neighbour.…
202226320
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to reports of delays completing repairs to the boiler. Response to the request to cancel the service charge arrears. Handling of…
202207073
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of antisocial behaviour. Request for repairs to the ventilation system. Request for other repairs.…
202313564
The Ombudsman found maladministration, service failure, reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of defects to the main communal entrance…
202223738
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s various concerns around the death of a…
202124516
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of Antisocial behaviour (ASB). Request to be rehoused. Associated complaint.. Total…
202216813
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.. Total compensation ordered: £2650.
202205988
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of This complaint is about: The resident’s historical concerns about various issues including: The property’s…
202229395
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: A repair to her kitchen tap. An altercation between her and its…
202203000
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs. Reports of antisocial behaviour (ASB). Concerns…
202309955
The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for an EWS1 form. Request for it to buy…
202219252
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident's concerns of repairs required to the front and rear doors of the property, following…
202222555
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of reports of repairs issues, and damp and mould. The Ombudsman has also considered the landlord’s:…
202216346
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and…
201907087
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of redecoration works at the property. The Ombudsman has also considered the landlord’s complaints handling..
202214018
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s…
202212849
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation..
202207570
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also…
202206230
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: response to the resident about antisocial behaviour (‘ASB’) from tenants of a leasehold flat below. complaint handling.. Total…
202206101
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns…
202218260
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202208378
The Ombudsman found maladministration in the landlord’s handling of The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint..
202314354
The Ombudsman found reasonable redress in the landlord’s handling of the landlord letting a property to the resident without a carbon monoxide (CO) alarm..
202229881
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of uneven floors. Reports of repairs to the shower room and hallway. Reports…
202217010
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint…
202215093
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system…
202202317
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202109262
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of cracks around the living room window. Complaint..
202208759
The Ombudsman found service failure in the landlord’s handling of the landlord’s: response to the resident’s concerns regarding the allocation and size of parking spaces; handling of the resident’s complaints concerning…
202220785
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the…
202215833
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.. Total…
202212695
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.. Total compensation…
202200838
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her…
202218385
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom.…
202214474
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the…
202209957
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks…
202124688
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint..…
202219957
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Handling of repairs to the property’s heating and hot water. Complaint handling..
202212749
The Ombudsman found reasonable redress, maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB).…
202201317
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The…
202214856
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of a rodent infestation and its handling of a bathroom and kitchen installation.…
202207197
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to concerns raised by the resident about the quality of the…
202212405
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen…
202206684
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her…
202202309
The Ombudsman found maladministration, service failure, mediation settlement, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of multiple outstanding repairs,…
202214632
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom…
202203840
The Ombudsman found mediation settlement, maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s reports of a leak. The landlord’s complaint…
202204724
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and…
202219440
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s…
202326783
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Handling of reports of antisocial behaviour (ASB) and vandalism in the communal area. Handling…
202200947
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of : A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating…
202125101
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint…
202207520
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and…
202204339
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.. Total compensation ordered: £320.
202226260
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour.…
202223386
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.. Total…
202206602
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of noise disturbances. The landlord’s complaint handling. The Ombudsman has also considered the…
202120966
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the building following a burglary. The resident’s request for it to provide CCTV footage to the police. The…
202209759
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling. Total compensation ordered: £300.
202127252
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.. Total compensation ordered: £600.
202121266
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also…
202212868
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.. Total…
202205311
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.. Total compensation…
202200638
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman…
202208960
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.. Total compensation ordered: £400.
202117601
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s…
202121703
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also…
202115891
The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related…
202110294
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour)…
202222149
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: reports of lack of hot water; the repairs to the external doors and windows; repairs to the bathroom, including the request…
202300292
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the associated complaint..
202202578
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to a request for a refund of the credit on the rent account..
202220260
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint..…
202201626
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the…
202200170
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s: Handling of the resident’s rehousing application. Response to the resident’s complaint..
202117419
The Ombudsman found mediation settlement, no maladministration, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and…
202217925
The Ombudsman found maladministration in the landlord’s handling of The complaint is regarding the landlord’s: Handling of the resident’s reports of a water leak and subsequent repairs. Complaints handling..
202126692
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident's reports of damp and mould at the property. The Ombudsman has also considered the…
202209500
The Ombudsman found maladministration, service failure in the landlord’s handling of This is about how the landlord handled: A repair required to the property soil stack. The resident’s reports about the landlord’s…
202221044
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of a leak; Complaint handling; Record keeping..…
202123311
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot…
202224144
The Ombudsman found service failure in the landlord’s handling of the landlord’s disposal of the resident’s garden furniture.. Total compensation ordered: £200.
202105177
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of foul odours in a communal hallway. Reports of inadequate insulation…
202210143
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s bathroom. The associated complaint.. Total compensation ordered: £500.
202127006
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The landlords: Decision not to further investigate the resident’s complaint from November 2018. The associated complaint..
202003750
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of:.
202220652
The Ombudsman found service failure in the landlord’s handling of the level of compensation awarded to the resident for the time taken to repair his boiler. The Ombudsman has also considered complaint handling.. Total…
202213502
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s repair to his boiler; and the subsequent complaint.. Total compensation ordered: £1200.
202222022
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to: A previous agreement regarding contractors attending the resident’s property. External decorating to windows and doors…
202216196
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour from a neighbour. The Ombudsman has also considered the landlord’s handling…
202215266
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s boiler.. Total compensation ordered: £258.
202200632
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of a radiator leak. the loss of hot water and heating. the associated complaint, including the amount of compensation…
202114384
The Ombudsman found no maladministration, service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s request for: A window to be installed in her…
202219689
The Ombudsman found maladministration in the landlord’s handling of The complaint is regarding the landlord’s; Handling of repairs to the resident’s shower panel. Complaints handling.. Total compensation ordered: £550.
202200141
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The…
202209191
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: the resident’s request to install an external tap. the resident’s complaint..
202202099
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to a request for a housing transfer and the handling of the associated complaint..
202215520
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord's handling of: the resident's report of damp and mould issues throughout the property including issues related…
202205105
The Ombudsman found maladministration, mediation settlement, service failure, severe maladministration in the landlord’s handling of : The landlord’s handling of the ASB reports. The landlord’s handling of the…
202111700
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The associated complaint..
202123362
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s requirement that the resident sell their caravan prior to exchange of contracts for the purchase of their shared…
202202905
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a repair to the resident’s heating and hot water system. The Ombudsman also considered the landlord's complaint handling..
202101570
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for a full breakdown of service charges, and an explanation for…
202124242
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the leaseholder’s concerns about its ground rent and lease extension practices; Complaint…
202214900
The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of the resident's reports of a loss of heating and hot water, including the level of compensation offered. The landlord’s…
202206767
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling…
202207377
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of faulty windows, and its associated repairs..
202221313
The Ombudsman found no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to concerns about: the suitability of a new hand wash basin installed in the property;…
202200878
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: response to the resident’s report of a fire safety incident; handling of the resident’s associated complaint..
202225049
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding service charges applied to her account. The Ombudsman has also considered the associated…
202211400
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s: Communication about increased service charges. Increase of emergency lighting maintenance costs. Complaint…
202120759
The Ombudsman found maladministration, mediation settlement, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s request for information about fire safety and cladding on…
202212402
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of a property transfer and the size of the second bedroom at the property. The Ombudsman has also looked…
202212381
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request to remove a shower cubicle and install a bath in her property. The Ombudsman has also considered…
202118974
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of the lack of heating and hot water. Various repair reports…
202211385
The Ombudsman found severe maladministration in the landlord’s handling of This complaint is about the landlord’s handling of repairs following a leak from a neighbouring flat..
202223960
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of reports that the resident tripped in a communal car park. The landlord’s handling of the complaint..…
202214905
The Ombudsman found reasonable redress, service failure, mediation settlement in the landlord’s handling of : The landlord's response to the resident’s report of defects to bathroom works. The landlord's offer of…
202010229
The Ombudsman found severe maladministration, maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April…
202214705
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s window repairs; the associated complaint.. Total compensation ordered: £1000.
202205274
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202205274 London & Quadrant Housing Trust 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining…
202203480
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of a leak in the property and the subsequent reimbursement request. The…
202209142
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s complaint about ownership of her allocated parking bay.. Total compensation ordered: £100.
202212817
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of noise nuisance caused by her above neighbour’s floorboards. the resident’s…
202011424
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the balcony. Pests and dampness affecting the carpets.. Total compensation ordered: £1020.
202201490
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s request to transfer. Complaints handling..
202200127
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of her neighbours’ smoke entering her home; reports of various repairs and historical anti-social…
202123168
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s bathroom and downstairs toilet. The associated complaint.. Total compensation ordered: £235.
202111018
The Ombudsman found mediation settlement, maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial behaviour and noise . Complaints…
202207961
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about the delay in providing the resident with a secure parking space. Complaint…
202119970
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s: Handling of reports that the resident had been injured due to the condition of the kitchen…
202204023
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s ongoing reports of smells of fumes coming into the property from the garage below.…
202112228
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to: The resident’s request for replacement windows and front door with a letterbox. The resident’s request for…
202122722
The Ombudsman found service failure, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about information it shared with a third party. Response to the resident’s…
202120968
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s rehousing request. The associated complaint..
201915363
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Apportionment of service charges for bulky refuse removal. Handling of the resident’s complaint.. Total compensation ordered: £700.
202203890
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of recurring leaks at her previous home. Move to another home due to disrepair issues.…
202114933
The Ombudsman found reasonable redress, service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). Counter…
202206761
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.. Total…
202121929
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s request to change her tenancy from a joint to a sole tenancy and for a…
202115995
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s dissatisfaction with the major works (external paintwork).…
202012728
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s property following a leak/flood. The resident’s claim for compensation for…
202126529
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: Response to recommendations from an occupational therapist for adaptations at the property; Complaint handling..
202107935
The Ombudsman found no maladministration in the landlord’s handling of the time taken to complete the sale of the resident's property..
202110801
The Ombudsman found severe maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks. The associated damp and mould in their home.…
202117221
The Ombudsman found maladministration, service failure, severe maladministration, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s: Handling of several repair issues,…
202207948
The Ombudsman found maladministration in the landlord’s handling of :. Total compensation ordered: £600.
202115485
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of water ingress caused by faulty guttering; The resident’s insurance…
202007116
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of : the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). the landlord’s complaint handling.. Total…
202202115
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs at the property and associated offer of compensation. Response to the resident’s reports that a tree was lifting…
202104537
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of repairs and its failure to address them. Complaint handling.. Total…
202205075
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns how the landlord handled repairs to the kitchen sink and balcony in the property..
202013732
The Ombudsman found maladministration in the landlord’s handling of the landlord's response to the resident’s queries about her service charge. The Ombudsman has also considered the associated complaint handling.. Total…
202127442
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about the materials to be used to carry out remedial works. Response to the…
202201126
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202201126 London & Quadrant Housing Trust 03 May 2023 Our approach The Housing Ombudsman’s…
202127357
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The sale of the residents’ shared ownership property. The associated complaint.. Total compensation ordered: £200.
202128131
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s request for compensation following his reports of leaks. Complaint handling.. Total compensation ordered:…
202119074
The Ombudsman found reasonable redress, maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s response to: The resident’s reports of a rodent infestation. The resident’s…
202012865
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s ongoing damp and mould concerns; Response…
202128192
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the concerns raised by the resident in relation to disabled parking.. Total compensation ordered: £150.
202111543
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of the resident’s concerns about an increase in service charges which he did not believe should apply. the landlord’s…
202111468
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The level of service charges. The landlord’s handling of the resident’s service charge queries. The landlord’s complaint handling..…
202206262
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of : The handling of the resident’s request to be rehoused. The handling of the resident’s reports of anti-social behaviour (ASB).…
202114179
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s report of a defect; Complaint handling.. Total compensation ordered: £600.
202013904
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s response to: The resident’s enquiries about the reasonableness of service charges. The resident’s request to be…
202114456
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s service charge concerns; Complaint handling.. Total…
202114537
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a leak from a vent in the bedroom; Handling of a leak…
202111758
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of : The landlord's response to repairs to the property. The landlord's response to pest control issues. Complaint…
202101343
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of reports of damp and mould and the residents subsequent request for compensation. The Ombudsman has also considered the…
202123452
The Ombudsman found service failure, severe maladministration, outside jurisdiction, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s report of repairs to the shower. This…
202125842
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s enquiries about: The increase in level, apportionment and reasonableness of service charges.…
202206955
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s enquiries about: The level and liability of service charges. Service charge accounts for the…
202116921
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports about repairs to the bathroom at the property; The landlord’s response to…
202127907
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of bathroom and kitchen repairs in the property. The landlord’s handling of the associated complaint.. Total compensation…
202010808
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of : the landlord’s response to repairs required in the kitchen and to internal doors in the property. the…
202119571
The Ombudsman found mediation settlement, reasonable redress, maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of anti-social…
202206543
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to reports that the resident’s window had been broken..
202203033
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s request not to return to her property following a decant and later request for a…
202207761
The Ombudsman found service failure, maladministration in the landlord’s handling of This complaint is about: The landlord’s response to several leaks, mould and condensation; The landlord’s complaint handling.. Total…
202204734
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s concerns about the wait time for a direct let move. The landlord’s complaint…
202202845
The Ombudsman found mediation settlement, reasonable redress, service failure in the landlord’s handling of This complaint is about: The leaseholder’s assertion the landlord breached its legal obligations around…
202127272
The Ombudsman found maladministration, service failure in the landlord’s handling of This is about the landlord’s handling of: the resident’s complaint about a neighbour’s building works. the associated complaint..…
202126008
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of condensation to the windows resulting in mould and rotten frames; Handling of…
202012566
The Ombudsman found maladministration, severe maladministration, reasonable redress, no maladministration in the landlord’s handling of : The level of compensation offered by the landlord in relation to the toilet…
202007203
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about damaged internal doors; Response to the resident’s reports of defective…
201914143
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of This complaint is about the landlord’s: Handling of a management transfer from October 2019; Complaint handling.. Total…
202205532
The Ombudsman found mediation settlement, service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s report of noise from her upstairs neighbour.…
202212263
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s response to the resident’s reports of a leak in the property. the landlord’s complaint handling.. Total compensation ordered: £450.
202203488
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of a job to replace the resident’s blind. This Service has also made a separate finding regarding the…
202122562
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to the resident's reports of damp and mould at the property. Complaints handling. The Ombudsman has…
202014885
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a leaking tap in September 2020. Handling of the subsequent repairs to the bathroom. Complaint…
202122675
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of repairs required to the front door at the property. Response to the…
202119915
The Ombudsman found mediation settlement, service failure, reasonable redress, maladministration, no maladministration, severe maladministration in the landlord’s handling of : The landlord’s handling of the resident’s…
202118322
The Ombudsman found service failure in the landlord’s handling of : The level of rent charged by the landlord for the property. The landlord’s response to the resident’s request to be rehoused or to buy her home. The…
202111330
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the process of moving…
202002926
The Ombudsman found mediation settlement, reasonable redress, service failure, no maladministration in the landlord’s handling of The landlord’s handling of reports of anti-social behaviour from the resident and her…
202015388
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of heating issues within his property and his concerns about increased energy costs. The landlord’s…
202213796
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord's response to the resident's report about dog fouling in front of her property. The landlord’s handling of the…
202107703
The Ombudsman found service failure, maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of blocked drains and sewage ingress. The landlord’s complaint handling.. Total…
202109888
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a leak into his property from above, resulting in damage to his bedroom ceiling. Handling of the…
202119188
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of a leak from the balcony above her property, and the resulting damage caused.…
202208849
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of scaffolding around his property. Response to the…
202209429
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for their fence to be repaired.. Total compensation ordered: £200.
202120914
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s response to reports of a moth infestation in the property, and its subsequent compensation offer. The landlord’s…
202204225
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of the resident’s request for large print communications from its contractors; the landlord’s handling of the complaint..…
202120419
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to reports of contractors entering the resident’s premises without permission.. Total compensation ordered: £150.
202108899
The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: the immersion heater and loss of…
202208063
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s request for aerial spikes; complaints handling..
202207296
The Ombudsman found reasonable redress, no maladministration, service failure in the landlord’s handling of the landlord’s: Response regarding the resident’s concerns about the conduct of contractors on site. Response…
202127773
The Ombudsman found service failure in the landlord’s handling of The complaint is regarding the landlord’s handling of: A leak affecting the resident’s property and subsequent related repairs. The resident’s associated…
202207775
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of repairs at the resident’s property.. Total compensation ordered: £470.
202118374
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak in his property. The associated complaint..
202126700
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs to his shower. The resident’s reports of a broken terrace light. The…
202107191
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s report of a leaking bath..
202009492
The Ombudsman found service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the repairs to remedy the damp and mould within the property the repairs to the…
202007591
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint is regarding: The landlord’s response to the resident’s reports of damp and mould and its handling of repairs, including…
202114451
The Ombudsman found reasonable redress in the landlord’s handling of The residents complaint is about the landlord’s handling of fly tipping on the estate and its decision to recharge residents for the removal of dumped…
202123437
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: How the landlord handled the resident’s reports of noise nuisance from the communal heating system in the building. The…
202200817
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s water bill rebate..
202206325
The Ombudsman found no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202206325 London & Quadrant Housing Trust 10 October 2022 Our approach The Housing Ombudsman’s approach to…
202200575
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s decision not to waive the resident’s rent arrears. The landlord’s handling of the resident’s rehousing request. The landlord’s…
202107410
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repair issues to her windows. The formal complaint.. Total compensation ordered: £350.
202012626
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The resident complains about the landlord’s handling of: reports of a pest infestation; reports of damp and mould; reports of ASB,…
202104577
The Ombudsman found reasonable redress, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of back surging sewage in the property; Complaint…
202103815
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlords handling of void works and condition of the property. This service has also investigated the landlord’s complaint…
202015494
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s noise nuisance reports.. Total compensation ordered: £175.
202125466
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to lights in the resident’s communal hallway..
202120367
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s boiler and the level of compensation offered. The associated complaint..
202105979
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident about: the building maintenance and fire safety. the service charges and a request for a…
202016578
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about: Leaks. Lifts. Complaint handling.. Total compensation ordered: £75.
201702669
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident has complained about: The landlord’s response to the complaint about the incorrectly registered gas meters. The…
202124952
The Ombudsman found maladministration in the landlord’s handling of is about the landlord’s response to the resident’s reports of an uncontainable water leak from her bathroom sink damaging her flooring..
202114580
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports about overgrown trees. The landlord’s complaints handling.. Total compensation ordered: £950.
202103674
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for…
201915332
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of a roof leak. Handling of the subsequent complaint..
202118898
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of: Repairs to the front and back doors of the property. The associated formal complaint into the…
202122952
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of damage to the bedroom window; complaints handling..
202121043
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of outstanding repairs to his shower . The landlord’s complaint handling..
202109081
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the…
202109210
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request…
202115419
The Ombudsman found mediation settlement in the landlord’s handling of :.
202105951
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of the landlord’s: Communication concerning fire safety issues in relation to the resident’s property. Complaints handling.. Total…
202013213
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s response to the resident’s reports of damp and mould in her property..
202123742
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about his front door..
202014712
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s concerns about the block Right to Manage (RTM) company, an ‘estate separation agreement,’ and the impact on…
202008433
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202008433 London & Quadrant Housing Trust 24 June 2022 Our approach The Housing Ombudsman’s approach to…
202100735
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the level of compensation the landlord offered for the failures in its handling of the resident’s reports of…
202122410
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns how the landlord handled repairs to a window in the property..
202008929
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.. Total…
202011012
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s management of the resident’s application for rehousing. The associated communication and complaints handling.. Total…
202104433
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s…
202108843
The Ombudsman found maladministration, mediation settlement, no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 2022 Our approach The…
202118979
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be…
202008983
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.. Total compensation ordered: £250.
202106643
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of mould growth in her bathroom.. Total compensation ordered: £320.
202116813
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs to her toilet. The associated complaint..
202104623
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its…
202110036
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The resident’s complaint was about: The landlord’s response to the resident’s request to sell his shared ownership property on the…
202112117
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private…
202101094
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an…
202113369
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling..
202112089
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.. Total compensation ordered: £200.
202101154
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord following delays to fence repairs..
202017193
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s requests for information relating to service charges. The complaint is also about the…
202105440
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s handling of: The landlord’s response to the resident’s reports of no hot water or heating in the property. The…
202015780
The Ombudsman found no maladministration, maladministration in the landlord’s handling of REPORT COMPLAINT 202015780 London & Quadrant Housing Trust 31 March 2022 Our approach The Housing Ombudsman’s approach to…
202004850
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s concerns about repairs to various…
201910665
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of The complaint is regarding: The landlord’s handling of a leak in the resident’s property. The resident being…
202103887
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202103887 London & Quadrant Housing Trust 28 March 2022 Our approach The Housing Ombudsman’s approach to…
202017301
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: The level of service charges; and Charges for services she alleges she was not receiving..
202005079
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of : The landlords handling of allegations made about the resident by its contractor; the capping of the…
202108941
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 March 2022 Our approach The Housing Ombudsman’s…
202108067
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to be rehoused..
202111792
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak in the property, and his subsequent compensation request.. Total compensation ordered: £250.
202010235
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. Response to…
202004153
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of window disrepair.. Total compensation ordered: £325.
202112708
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s request that it cuts back overgrown hedges and trees. Complaint handling.. Total compensation ordered: £150.
202017368
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The landlord for its handling of the resident’s reports of damp. The associated complaint.. Total…
202101738
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s decision to increase rent payments following an IT error.. Total compensation ordered: £150.
202017187
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of repairs at the property, specifically, repairs to the intercom. roof and bath taps and bathroom…
201916247
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of…
202106689
The Ombudsman found service failure, maladministration in the landlord’s handling of how the landlord responded to the resident’s reports of: The poor quality of work to renew the kitchen. Delays in completing repairs…
202100263
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of The complaint was about: The landlord’s response to the resident’s report of a leak onto her balcony. The…
202005403
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be…
202014001
The Ombudsman found service failure, maladministration in the landlord’s handling of the compensation offered for the landlord’s handling of the repairs to the balcony..
202009794
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of outstanding works to secure her front door, and the length of time that it took to respond to…
202114197
The Ombudsman found mediation settlement in the landlord’s handling of the landlord's handling of the damage to the resident's balcony..
202007650
The Ombudsman found maladministration in the landlord’s handling of the level and reasonableness of the resident’s service charges, and her liability to pay for some of the charges included in her account..
202103687
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of repair works to the resident’s property, including the conduct of members of the landlord’s staff, and…
202109177
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s report of a broken front fence. The associated complaint handling..
202008449
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at…
202002239
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB)..
202011329
The Ombudsman found service failure in the landlord’s handling of : The resident’s claim of personal injury sustained following a fall in her kitchen. The landlord’s handling of the resident’s repair requests in…
202104345
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : the level of service charge for ground maintenance. the landlord’s response to the resident’s reports of services not provided..
202015026
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 December 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202010785
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to reports of a repair to the resident’s heating and hot water system, and its offer of compensation..
201911304
The Ombudsman found service failure in the landlord’s handling of the landlord’s decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been…
202012424
The Ombudsman found service failure in the landlord’s handling of The complaint concerns how the landlord handled the resident’s charges for energy usage..
201916023
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also…
202105318
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould…
202015446
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s…
202016813
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak.. Total…
202102186
The Ombudsman found service failure in the landlord’s handling of This complaint is about: The level of a service charge, following the time taken to set up a service charge account. The redress offered to the resident,…
202015723
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: report of a water leak into her property. associated complaint..
202112196
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s…
202012533
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling repairs and the…
202005639
The Ombudsman found service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s decision to withdraw its discretionary offer to the resident of a management transfer to…
202100123
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered;…
202003307
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property.…
202017302
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.. Total…
202100650
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 Our approach The Housing Ombudsman’s approach to…
202016830
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk…
202005641
The Ombudsman found service failure in the landlord’s handling of : The landlord’s response to the resident’s request for repairs. Associated complaint handling.. Total compensation ordered: £100.
202014974
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint…
202104391
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 November 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining…
202104947
The Ombudsman found no maladministration, service failure in the landlord’s handling of how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint…
202108116
The Ombudsman found maladministration, service failure in the landlord’s handling of : The level of compensation offered by the landlord for its handling of a repair to the resident’s balcony door. The landlord’s…
202015115
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the…
202001148
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden..
202002452
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and…
202002423
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.. Total compensation ordered:…
202014685
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden.…
202007697
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The landlord’s complaint handling..
202003604
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s…
202017452
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: The landlord charging the resident for a service charge he was not liable for. The landlord’s handling of the resident’s…
202103839
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed…
202015079
The Ombudsman found service failure in the landlord’s handling of : The condition of the property when the resident moved in there. The landlord’s handling of the subsequent repairs to the resident’s property. The…
202102187
The Ombudsman found service failure in the landlord’s handling of the level of compensation the landlord offered the resident for repair delays..
202105179
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for…
202103724
The Ombudsman found maladministration in the landlord’s handling of the time taken for the landlord to inform the resident that a potential buyer had pulled out of the purchase of her property..
202012737
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system..
202015465
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.. Total compensation ordered:…
202011249
The Ombudsman found reasonable redress, maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 Our approach The Housing…
202012367
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the resident’s reports of…
202007527
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly.…
202013618
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling..…
201800178
The Ombudsman found maladministration in the landlord’s handling of The resident is complaining about the landlord’s handling of repairs in their property..
202102841
The Ombudsman found maladministration in the landlord’s handling of the level of rent at the property..
202003890
The Ombudsman found service failure in the landlord’s handling of This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the…
202017370
The Ombudsman found reasonable redress, no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns regarding the requirement to carry out…
202002368
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s…
202009045
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of The complaint refers to: The landlord’s handling of repairs following a leak from the roof…
202000245
The Ombudsman found service failure in the landlord’s handling of The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the…
202007908
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the…
201912002
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and…
202013643
The Ombudsman found maladministration in the landlord’s handling of The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the…
202006559
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in…
202100892
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a…
202014377
The Ombudsman found maladministration in the landlord’s handling of the payability and reasonableness of the service charges at the property..
201909237
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.. Total compensation ordered:…
201910580
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is…
202003007
The Ombudsman found maladministration, reasonable redress, no maladministration, service failure in the landlord’s handling of : The landlord’s offer of redress in relation to the repairs service it provided to the…
201914859
The Ombudsman found maladministration, mediation settlement, no maladministration in the landlord’s handling of This complaint is about: The landlord’s handling of the resident’s concerns following a fire in his…
201912066
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of…
201914231
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaints are about:.
202001649
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s mutual exchange..
201915921
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to…
202001461
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home,…
202001937
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s:. Total compensation ordered: £250.
202004505
The Ombudsman found maladministration in the landlord’s handling of The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in…
202004540
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data in relation to a GP letter. The…
202107922
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s subject access request (SAR). The landlord’s response to the resident’s report of an electrical fault in his…
202113505
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: decision making around a storage cupboard n a communal area. level of communication. complaint handling.. Total…
202015069
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Decision making around a store cupboard in a communal area. Level of communication. Complaint handling.. Total…
202005112
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation…
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