Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s: request for a move. reports of Anti Social Behaviour (ASB). This Service has also considered the landlord’s: complaint handling. consideration of the resident’s vulnerability.

The complaint is about the landlord’s handling of the resident’s complaint concerning its handling of her bathroom repairs, and its offer of compensation.

The complaint is about: The landlords response to the residents reports of anti social behaviour (ASB). The landlords response to the residents concerns over the fire safety of her property. The landlords handling of the associated complaint.

REPORT COMPLAINT 202218260 London & Quadrant Housing Trust (L&Q) 26 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The complaint is about the landlord’s handling of the resident’s reports of a leak and the resulting remedial works required to their home.

The complaint is about: The landlord’s handling of the resident’s repairs including damp and mould. The landlord’s complaint handling. The Ombudsman has also assessed the landlord’s record keeping.

The complaint is about: The landlord’s response to the resident’s concerns about its administration of his tenancy, including his rent account. The level of service provided to the resident by the landlord’s customer service hub. The landlord’s handling of the …

The landlord's response to the resident's queries about service charges. The landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Reports of damp and mould following the leak. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.

This complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Ombudsman also considered the landlord’s: Response to the resident’s vulnerabilities, health and welfare concerns; Complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of leaks from the property above. The resident's request to be rehoused. The landlord’s handling of the resident's complaint.

The complaint is about the landlord’s handling of: A boiler repair. The resident’s reports of recurrent damp and mould. The associated complaint.

The complaint is about: The landlord’s handling of repairs relating to water ingress. The landlord’s handling of the complaint.

The complaint is about the landlord’s: Communication about damp, mould, and condensation during the resident’s mutual exchange. Handling of repairs following the mutual exchange including damp and mould.

The resident’s complaint is about the landlord’s handling of: the replacement bedroom flooring; the complaint, including compensation offered.

The complaint is about the landlords handling of the resident’s: Reports of window repairs. Reports of issues in the communal areas. Associated complaint.

The complaint is about the landlord’s handling of repairs following a leak from the neighbouring property. The Ombudsman is also considering the landlord’s complaints handling.

The complaint is about: The landlord’s response to the resident’s reports of a rodent infestation and its handling of a bathroom and kitchen installation. The landlord’s response to the resident’s reports of damp and mould. The landlord’s response to the …

The complaint is about: Rent and service charge increases. The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of the resident’s new home introduction visit and defects inspection. The landlord’s response to the resident’s reports of defects/repairs in the property. The landlord’s handling of replacement keys. The landlord’s handling of the …

The complaint is about: The landlord's response to the resident’s reports of leaks damp and mould in his property. This investigation also considered the landlords complaint handling. This investigation also considered the landlords record keeping.

The complaint is about the landlord’s handling of the resident’s: Reports of multiple outstanding repairs, mostly as a result of leaks to the property. Associated formal complaint.

The complaint is about: The landlord’s handling of the resident’s request for trunking to be removed from her property and the arrangements to decant her temporarily to carry out the work. The landlord’s complaints handling.

The complaint is about the landlord’s response to: The residents report of disturbance from delivery men ringing his doorbell. The residents’ concerns in relation to the introduction of parking management. Complaint handling.

The complaint is about: The landlord’s response to the resident’s reports of a leak. The landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Works to insulate the porch area.

The complaint is about the resident’s reports concerning the landlord’s handling of: Repairs required at the property including cracks in the walls and ceilings, asbestos removal works required at the property and reported snagging issues in relation to flooring, skirting …

The resident’s complaint is about the landlord’s handling of: His decant and remedial repairs to the property following a leak. The capping of the gas supply to the property and repairs to the boiler. His associated complaint.

The complaint is about the landlord’s handling of the resident’s reports concerning: Disputed service charges relating to the door entry system, communal repairs, fire safety works and lift repairs and maintenance. The level and reasonableness of service charges. Concerns regarding …

The resident’s complaint is about: The landlord’s handling of a breakdown of the hot water system and the associated offer of compensation. The Service has also investigated the landlord’s complaint handling.

The complaint is about the landlord's handling of: External window cleaning and the associated service charges. The resident's concerns about the fire alarm system and procedure. The resident’s complaint.

The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.

The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.

The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has …

The complaint is about the landlord’s handling of the residents rent account. The Ombudsman has decided to investigate the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns about: noise transference. fire safety in the building. complaint handling.

The complaint is about 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 Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s request for it to secure its own access to the communal plant room. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.

The landlord’s response to the resident’s: Report of no water supply to his property. Associated complaint.

The complaint is about the landlord’s handling of the resident’s: Request to be moved on medical grounds. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s record keeping.

The complaint is about: the landlord’s handling of the resident’s service charge queries about communal car parking, the landlord’s complaint handling.

The complaint is about the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) from a neighbour; handling of ASB reports made against the resident; decision to restrict the resident’s contact with its service; response to the resident’s reports …

The complaint is about: The landlord's response to the resident’s reports of a roof leak. The Ombudsman has considered the landlord’s complaint handling. The Ombudsman has considered the landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s reports of damp and mould and the associated repairs.

This complaint is about the landlord’s: Response to the resident’s report of a flood; Handling of a related decant; Handling of heating issues in the resident’s temporary accommodation; Handling of the resident’s rehousing requests from October 2021; Response to the …

The complaint is about the landlord’s handling of the resident’s report of antisocial behaviour (ASB) in October 2021. The Ombudsman has also considered: Record keeping. Complaint handling.

The complaint is about: The landlord’s handling of reports of outstanding repairs and its communication. The landlord’s complaint handling has also been investigated. The landlord’s knowledge and information management has also been investigated.