Housing Ombudsman Decisions

The complaint is about the landlord’s response to the resident’s: reports of antisocial behaviour (ASB). concerns about the security of the communal entry door. reports about the functionality of the spyhole camera. queries about the window replacement.

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 associated formal complaint into the matter.

The complaint is regarding: The landlord’s handling of a leak in the resident’s property. The resident being left without heating and hot water for a period. The level of compensation offered by the landlord. This Service has also considered the …

The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s concerns about repairs to various areas of his property. the associated complaint.

REPORT COMPLAINT 202015780 London & Quadrant Housing Trust 31 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

The complaint is about the landlord’s:

The complaint is about the landlord’s response to the resident’s report about an unauthorised structure. The complaint is about the landlord’s response to the resident’s report about the estate inspections. The complaint is about the landlord’s response to the resident’s …

The complaint is about the landlord’s handling of: the repairs following the report of a leak, including the installation of a new kitchen the disposal of the resident’s belongings the related complaint.

The complaint is about the landlord’s: Handling of the leaseholder’s request for window repairs and/or replacement. Complaint handling.

The complaint is about: The landlord's handling of repairs to resolve damp and mould in the property. The landlord’s handling of the decant whilst repairs were taking place.

The complaint is about: The landlords handling of allegations made about the resident by its contractor; the capping of the resident’s gas supply; the subsequent boiler repairs, and; complaint handling.

The complaint is about the landlord’s: response to the resident’s reports of overheating in the property. handling of repairs to the flooring outside the property and the associated drainage issue. administration of the service charge account. handling of the resident’s …

REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

The complaint is about the landlord’s Response to reports of mould and damp. Handling of reports of a noise nuisance. Response to reports that the kitchen needed replacing. Handling of the recent kitchen redesigns. Complaint handling.

This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures while responding to a leak from the flat above; The landlord’s recommendation to approach the above tenant about the leak; The …

The complaint is about: The landlord’s handling of repairs at the property, specifically, repairs to the intercom. roof and bath taps and bathroom sink. The landlord’s handling of the complaint. The landlord’s handling of a transfer request. The level of …

The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.

The complaint is about the landlord’s handling of the resident’s service charge account, which resulted in significant arrears. The complaint is also about the landlord’s complaints handling.

The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be rehoused. The resident’s reports of damp and mould at his property. The Ombudsman has also considered the landlord’s handling of …

This complaint is about: The resident’s allegation that the landlord’s communications breached General Data Protection Regulations (GDPR) and the landlord’s handling of her Subject Access Request (SAR); The landlord’s management of the resident’s contact preferences; The landlord’s complaint handling.

The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion heater. The landlord’s complaint handling.

The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.

The complaint is about the landlord’s response to the resident’s reports about: The installation of a downstairs toilet at the property. The landlord’s complaints handling.

This complaint is about the landlord’s handling of: the reports of damp to the resident’s bedroom; the maintenance of the garden since a Highways Notice was issued in July 2020; the related complaint.

This complaint is about. The landlord’s handling of repairs to the heating and hot water system. The landlord’s response to a request for compensation. The Ombudsman has also considered the landlord handling of the complaint.

This complaint is about the landlord’s handling of: the resident’s noise nuisance reports; the resident’s request for it to install sound proofing; the resident’s claim that it discriminated against him under the Equality Act (2010).

REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

The complaint is about the landlord’s: Handling of repairs and major works to the resident’s windows. Communication with the resident about the replacement windows. Decision not to provide the resident with secondary glazing. Handling of the complaint.

The complaint is about the landlord’s: response to the resident’s reports of a leak in her bathroom; response to the resident’s request that it refund the cost of her emergency builder; communication following the resident's request for the release of …

The complaint is about the landlord’s response to the resident’s reports of: A leak from a neighbouring property and compensation for damaged goods and decorations. Anti-social behaviour (ASB) including noise and nuisance. Fly tipping at the property. The landlord’s complaint’s …

The complaint refers to: The landlord’s response to the resident’s reports of a leak at the property. The landlord’s handling of the associated complaint.

The complaint is about the landlord’s: Response to the resident’s concerns about the removal of the communal fire alarm at the property. Response to the resident’s reports of repairs required at the property following the installation of the communal fire …

The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.

REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.

The complaint is about the landlord’s response to the resident’s reports about:

The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.

The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.

The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour …

The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.

The complaint is about the: The level of redress awarded by the landlord in respect of its acknowledged failings in responding to the resident’s reports of repairs required to the roof at the property. The landlord’s complaints handling.

The complaint concerns how the landlord dealt with: The resident’s reports of a water leak into her bathroom. Reports of disturbed asbestos in the roof tiles and pipework serving her property. The formal complaint into these matters.

The complaint is about: The resident’s request for a refund of her rent and service charges. The landlord’s handling of the resident’s staircasing request. The landlord’s associated complaint handling.

This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s overall management of the servicing of the heat interface units (HIUs). The landlord’s decision to reintroduce a heating and …

This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports of boiler repairs in October 2020. Request for assistance with the costs of home improvements/disability adaptations. Subsequent formal complaint. Reports …

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 enquiries and complaint.

The complaint is about: 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 landlord’s associated complaint handling.

The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for additional heating costs associated with the rear door repair.

The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.

This complaint relates to: the landlord’s handling of the resident’s reports of a water outage. the actions of the managing agent.