Housing Ombudsman Decisions

The complaint is about the landlord's response to the resident’s: Reports of leaks, damp, and mould. Associated formal complaint.

The complaint is about the landlord’s handling of: Reports of issues with the heating and hot water. The associated complaint.

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

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould and the related repairs. Asbestos and the replacement of his flooring. We have also considered the landlord’s handling of the associated complaints.

The complaint is about the landlord’s response to the resident’s reports of defects with his new build property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Requests for repairs. Concerns regarding staff conduct. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s repair requests as a result of a leak.

The complaint is about 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.

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 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 leaks into the property. We have also assessed the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Repairs following the collapse of the toilet ceiling and repairs to the toilet, bathroom and kitchen ceilings. The related 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: Concerns about her housing situation and request to be rehoused. Associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about lift breakdowns.

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: Response to the resident’s concerns about the property’s insulation. Complaint handling and customer service.

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

The resident’s complaint is about the landlords handling of: Repairs following a roof leak. The 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 leak into the property. Concerns about electrical safety.

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: 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 resident’s complaint is about the landlord’s handling of repairs to the taps in her property.

The resident’s complaint is about the landlord’s handling of repairs to the heating and hot water system.

The complaint is about the landlord’s handling of the: Resident’s reports of a leak. Associated complaints.

The complaint is about the landlord’s handling of the resident’s reports of subsidence, leaks, damp and mould and its proposed compensation.

The complaint is about the landlord’s handling of the resident’s: repair to the boiler and central heating system. associated complaint.

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.

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 handling of reports of poor staff conduct at the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: Repairs to the communal door and door entry system. The associated complaint.

The complaint is about the landlord’s response to the resident’s: Report of a leak from the roof and into the bathroom. Complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about ventilation in the bathroom. Complaint handling.

The complaint is about the landlord’s response to 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 response to the resident’s reports of water ingress from the roof and resulting damp in the property. This investigation also considers the landlord’s handling of the complaint.

The complaint is about the landlord’s handling of the resident’s: Report of water ingress and the subsequent repairs. Formal complaint.

The complaint is about the landlord’s handling of: the resident’s reports of leaks and subsequent damp and mould. the associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about the condition of the windows in the property. We have also considered the landlord’s handling of the associated complaint.

The complaint is about the handling of repairs to the resident’s windows.

The complaint is about the landlord’s handling of: The level of compensation offered to the resident. The permanent move which was approved in June 2023. The Ombudsman has also investigated the landlord’s record keeping.