Housing Ombudsman Decisions

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.

The complaint is about: The landlord’s handling of the resident’s reports about antisocial behaviour (ASB). The landlord’s handling of repairs to floorboards. The landlord’s complaint handling and record keeping.

The complaint is about the: Landlord’s handling of the resident’s reports of anti-social behavior and noise disturbance. Landlord’s response to the resident’s request for a management transfer. The Ombudsman has also considered the landlord’s complaint handling.

The resident’s complaint is about: The landlord’s handling of a request to refurbish the resident’s bathroom. The landlord’s handling of requests for repairs to the bathroom. The Ombudsman has also investigated the landlord’s complaints handling.

The complaint is about the landlord’s handling of: Repairs to internal damage at the resident’s property including her ceiling and redecoration. Repair works to the exterior of the resident’s property including pathway and staircase cracks, gutters, cracks to the front …

The complaint is about the landlord’s handling of: The resident's temporary move due to disrepair and asbestos in the resident’s property. The resident’s reports of repairs in the temporary property. The disposal and replacement of the resident’s white goods. The …

The complaint is about the landlord’s handling of the resident’s: Reports of noise disturbance. Request to move to an alternative property.

The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.

The complaint concerns the landlord’s handling of: The resident’s concerns over the internal communal cleaning. The resident’s request to prune the trees at the property. The resident’s request for the front communal door to be replaced. The repairs to the …

REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 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 concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s …

The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the landlord’s complaint handling.

The complaint is about the landlord’s handling of building noise reported by the resident. The Ombudsman has also investigated the landlord’s complaint handling.

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 handling of the complaint.

The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.

The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.

This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks when not receiving the same value from the service. The night concierge service being commissioned without …

The complaint is about the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The resident’s rehousing request. The associated complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of leaks from a neighbouring property. The landlord’s handling of the resident’s complaint. The residents request to be compensated for financial loss. This service has also considered the landlord’s …

The complaint is about: The landlord’s response to reports about disrepair. The landlord’s response to safeguarding concerns. The landlord’s handling of a subject data access request. The local housing authority’s response to a court order concerning rehousing, following a suitability …

The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety check and a missing cap from the boiler. The landlord’s handling of the resident’s report of no heating and hot …

The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.

The complaint is about the landlord’s handling of the resident’s reports of: Repair issues in the property, including damp and mould. A mice infestation in the property. Overcrowding and her concerns about the landlord’s transfer list. The landlord’s handling of …

This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.

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

The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance from a neighbour. The landlord’s communication with the resident.

The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.

The complaint is about the landlord’s: Handling of repairs at the resident’s property. Handling of reports of pest infestation. Decision to offset rent arrears from the resident’s home loss payment. This Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s requests for repairs to the cooker The resident’s request for a fence to be installed. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The …

The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.

The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.

The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its handling of the resident’s request for a gas boiler. The landlord’s response to the resident’s reports about not having electricity, …

The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling

The complaint is about the landlord’s: Handling of the resident’s reports about noise nuisance and antisocial behaviour (ASB). Complaint handling.

The complaint is about the landlord’s: Handling of void repairs at the property. Handling of a deep clean before the property was let to the resident. Handling of offers of accommodation in 2018 and the level of priority banding allocated …

The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.

The complaint is about the landlord’s handling of: Overgrown trees located at the front and rear of the resident’s property. A leak at the property. The replacement of the resident’s kitchen. The associated complaint.

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s reports of leaking taps. The decant process. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about: Missing belongings from her previous property following an emergency transfer and related staff conduct. Its refusal to replace a blind at her current property. Complaints handling.

The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing …

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.

The complaint is about: The level and reasonableness of the landlord's service charges for major works for a fire door and alarms at the resident’s property. The landlord’s handling of outstanding works to replace the resident’s flat entrance door. The …

This complaint is about the landlord’s: Response to the resident’s reports of leaks from the roof and subsequent internal damage to his property. Response to the resident’s concerns about his insurance claim for the damage to his property.

The complaint is about: The landlord's handling of the resident’s: Reports of damp and mould while it arranged a temporary decant. Request for alternative, permanent accommodation. Offers of temporary decant properties. Subsequent decant to a hotel, specifically regarding food allowance …

The resident’s complaint is about the landlord’s: Handling of repairs to the front door and extractor fan. Handling of reports of damp and mould in the property. Decision not to allow the resident to move into her parent’s three-bedroom property.

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour) from the neighbour upstairs. Residents and visitors slamming the main entrance door causing noise disturbance. We have also …

The complaint is about 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 to be compensated; complaint handling.