Housing Ombudsman Decisions

This complaint is about the landlord’s: handling of a rat infestation; response to the resident’s request for garden works; handling of various reported repairs to the property’s plumbing and heating systems; handling of the resident’s concerns around anti-social behaviour (ASB); …

The complaint is about: The action taken by the landlord in response to reports of Anti-Social Behaviour (ASB), including the proposed installation of a gate and CCTV. The landlord’s handling of reports of noise, smoke, and odours from neighbouring commercial …

The complaint is about the landlord’s: Handling of the resident’s reports of a repair to the boiler following a leak in February 2021. Handling of the resident’s reports of a repair to the boiler in October 2020. Handling of the …

The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.

The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs remaining after its contractor’s works at her property. The landlord’s complaint handling.

The complaint is about: The landlord’s handling of repairs to the resident’s former property, including a decant. The landlord’s handling of repairs to the property the resident was transferred to. The landlord’s handling of repairs to the property the resident …

REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 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 handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.

The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.

The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to …

The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s …

The complaint is about the landlord's response to: Outstanding repairs. Time taken to be decanted. Overcrowding in the property. The impact on the resident’s health and wellbeing. Damaged belongings.

The complaint is about: The landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB). The landlord’s handling of the resident’s outstanding bathroom repairs. The landlord’s handling of the resident’s request to be moved following an assault experienced. The landlord’s …

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 response to a leak that occurred during works to the resident’s kitchen. The landlord’s response to the resident’s reports of damage to her belongings. The landlord’s response to the original works to the kitchen. …

This complaint is about the landlord’s handling of: the resident’s report of repairs needed to communal gutters; the resident’s report that a communal patio area needed to be cleaned; the resident’s report of a faulty communal front entrance door intercom; …

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.

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.

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 concerns: The landlord's handling of the resident’s requests to resolve a leak from a neighbouring property. The landlord’s response to the resident’s compensation request.

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 …

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 request to be decanted or compensated during repairs to the property: The resident’s complaint.

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 response to the resident’s reports about:

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 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 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 landlord’s decision to no longer include water rates in rent. The level of rent and the amount of the rent increase. The landlord’s complaint 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.

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 refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.

The complaint is about the landlord’s: Handling of the replacement of the front door. Handling of the installation of an extractor fan. Response to the resident’s reports of damp and mould. Response to the resident’s reports of defects to the …

The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the …

The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible …

The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s …

The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.

The complaint is about the: Landlord’s handling of the resident’s reports of noise nuisance from her neighbour. Landlord’s record keeping and complaint handling. Effect of noise nuisance on the health of the resident’s family.