Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Boiler repairs. The resident’s complaint.

The complaint is about the landlord’s handling of: Roof repairs and damage to the resident’s property caused by leaks from the roof. The associated complaints.

The complaint is about the landlord’s handling of a leak.

The complaint is about the landlord’s handling of: The resident’s reports of poorly positioned guttering and subsequent internal damage to the property. The resident’s complaint.

The complaint is about the landlord’s handling of: The resident’s reports of a leak into his property and subsequent damp and mould. The resident’s complaint. The Ombudsman has also commented on the landlord’s record keeping.

The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB); Associated concerns regarding video recording equipment.

The complaint is about the landlord’s handling of: the resident’s reports of repairs to the roof, the bedroom window, and associated remedial work. the associated complaint.

The complaint is about the landlord’s response to the resident’s reports of: Water ingress, damp and mould. Flooding in the communal basement. Issues with her heating and hot water. Issues with her windows and doors. Concerns about subsidence. This report …

The complaint is about the landlord’s handling of repairs to windows and the exterior of the property. The Ombudsman has also considered the landlord’s complaint handling and record keeping.

The complaint is about the landlord’s response to the resident’s request that the landlord replace: The bathroom flooring. The kitchen. The toilet. This Service has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of: Arrears of rent. The resident’s application for a mutual exchange. The resident’s complaint.

The complaint is about 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 also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of having no heating or hot water. The associated complaint.

The complaint is about the landlord’s handling of the resident’s request for a copy of the original terms and conditions of his tenancy. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports about repairs to the roof. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident's: Concerns about her housing situation and request to be rehoused. Associated complaint.

The complaint is about the landlord’s handling of: The replacement of a laminate flooring to reduce noise disturbance. The associated complaint.

The complaint is about the landlord’s decision regarding the repair and replacement of windows in the resident’s property.

The complaint is about the landlord’s handling of: Service charges relating to repairs to communal lights and pest control. The resident’s report of damage having been caused to her satellite dish by its contractors. The Ombudsman has also considered the …

The complaint concerns the landlord’s: Handling of the resident’s request for a replacement kitchen. Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of a roof leak and the associated repairs. The Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about external repair work to her property. Handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Faults to the boiler. Damp and mould. We have also considered the landlord’s: Record-keeping. Complaint handling.

The complaint is about the landlord’s handling of: Repairs to the balcony. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reported leak. The Ombudsman has also assessed the landlord’s complaint handling.

The complaint is about the landlord’s handling of a refund request for fire doors that it did not install.

The complaint is about the landlord’s handling of:

The complaint is about the landlord’s handling of the resident’s: Request that it repair his windows. Formal complaint.

The complaint is about 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 landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports of issues with her windows. This investigation also considers the landlord’s complaint handling and record keeping.

The complaint is about the landlord’s handling of: Planning and completing tree works. The resident’s complaint.

The complaint is about: The landlord’s handling of a leak. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour from her neighbour. Drainage issues. The investigation also considers the landlord’s complaint handling.

The complaint concerns the landlord’s handling of the resident’s request to assign his tenancy to his daughter.

The complaint is about 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 conduct of its contractors and damage to her personal belongings. Reports of mice …

The complaint is about the landlord’s handling of the resident’s: Reports of a noise nuisance. Request for triple glazing. The landlord’s complaint handling has also been assessed.

The complaint is about 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 Ombudsman has also investigated the landlord’s handling of the associated complaint.

The complaint is about the landlord’s response to the resident’s: Report of damp and mould within her property. Concerns about an accumulation of pigeon faeces in her loft.

The complaint is about the landlord’s handling of: The resident’s service charge information and services dispute. The resident’s complaint. There was service failure in the landlord’s handling of the resident’s complaint as the landlord: Did not accept the resident’s email …

The complaint is about the landlord’s decision to restrict the resident’s heating and hot water.

The complaint is about the landlord’s handling of: Reports of leaks, damp and mould and the associated works. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s request for a kitchen fire door. The landlord’s handling of the complaint has also been considered.

The complaint is about the landlord’s handling of the resident’s kitchen cupboard repairs. The Ombudsman has also assessed the landlord’s complaint handling.

The complaint is about the landlord’s handling of leaks, damp and mould. The Ombudsman has also assessed the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Repairs in the resident’s property and handling of her request for a decant. Damp and mould in the resident’s property. The complaint.

The complaint is about the landlord’s response to reports of noise from a lift in the adjoining property. This report also considers the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Reports of a rodent infestation at the property. The resident’s concerns regarding staff conduct. The resident’s complaint.

REPORT COMPLAINT 202222811 London & Quadrant Housing Trust (L&Q) 20 February 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The complaint is about the level of compensation offered by the landlord following planned works. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports about: Damp and mould. The repositioning of the wash hand basin. Repairs to the balcony door. Repairs to the front door. The Ombudsman has also considered the landlord’s complaint …