Housing Ombudsman Decisions

The complaint is about the landlord’s response to: The resident’s report of damp and mould in the property. The resident’s request for it to relocate and replace radiators in the property. This investigation has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s request for an outside tap. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of issues within his property, including damp and mould, and asbestos. The resident’s reports of no gas supply and subsequent lack of heating and hot water in his property. …

The complaint is about the landlord’s response to the resident’s reports of damp and mould. We have also considered the landlord’s handling of the: Resident’s request for a permanent transfer to alternative accommodation. Associated complaints.

The complaint is about the landlord’s handling of: Repairs to the resident’s roof and kitchen window. The associated complaint.

The complaint is about the landlords handling of the resident’s reports regarding: The conduct of grounds maintenance contractors. Cleaning of communal areas. The landlord’s complaint handling has also been investigated.

The complaint is about the landlord’s handling of: The resident’s concerns regarding its communication about and use of fire-retardant paint in the communal areas. The complaint.

The complaint is about the landlord’s response to the resident’s: Reports of damp and mould, associated repairs, and a move to temporary accommodation. Request for compensation for damage to belongings. We have also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of: Repairs to the heating and hot water system at the resident's property. Reports of leaks and associated repairs. Repairs to damp, electrics, plaster cracks, and make good works. The associated complaint.

The complaint is about: The landlord’s handling of repairs to the front door. The landlord’s response to the resident’s concerns about fire safety. The landlord’s response to the resident’s concerns about disruption caused by major works and her request to …

The complaint is about the landlord’s handling of the resident’s: Reports of required repairs and antisocial behaviour (ASB) in the communal areas of the property. Associated complaint.

The complaint is regarding the landlord’s handling of: Planned works to replace the windows in the property. The resident’s complaint.

REPORT COMPLAINT 202330012 London & Quadrant Housing Trust (L&Q) 13 August 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 landlord’s handling of the resident’s reports of issues with the boiler and carbon monoxide detector. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord's handling of the resident’s: reports of no heating and hot water in the property and associated repairs to the boiler. complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and a subsequent pest infestation. Request to move due to overcrowding. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: A leak and the subsequent moves to temporary accommodation. The resident’s complaint. The Ombudsman will also investigate the landlord’s record keeping.

The complaint is about the landlord’s response to the resident’s enquiries about fire safety. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s request for information on how the service charges are calculated and apportioned. The resident’s concerns about the compensation offered.

The complaint is about the landlord’s handling of the resident’s concerns about: Damp, mould, and internal repairs. External repairs and tree maintenance. Pest infestation. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of structural issues at the property. Request for a temporary move.

The complaint is about the landlord’s response to the resident’s queries regarding the: Grounds maintenance service charge. Water testing service charge. Management fee. This investigation has also considered the redress the landlord offered for its handling of the associated formal …

This complaint is about the landlord’s handling of fire safety issues within the resident’s block, including: Delays in it replacing the resident’s front door. The resident’s request for information about a Fire Risk Assessment (FRA) conducted in 2018. The resident’s …

The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB). Reports about the standard of communal cleaning. Requests for improvements to the ventilation system. We have also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about the landlord’s handling of: the resident’s reports of a leak and repairs to kitchen cupboards, the kitchen ceiling, and a faulty light. the resident’s reports of overgrown ivy affecting the property's windows. The Ombudsman has also …

This complaint is about the landlord’s handling of the residents: sales journey and commitments made during that process. associated complaint.

The complaint is about: The landlord's handling of the resident’s reports about damp and mould. Complaint handling

The complaint is about the landlord’s handling of: Repairs to the kitchen and bathroom. Damp and mould in the property and associated repairs. Repairs to balcony railings. Repairs and decoration to a bedroom ceiling. The associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about parking. The Ombudsman has also considered 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 causing flooding to the property. Associated complaint.

The complaint is about the landlord’s handling of the resident’s reports about: The condition of the property, including damp and mould, excess dust, and excessive cold. The conduct and opinion of surveyors. Anti-Social Behaviour (ASB). We have also considered the …

This complaint is about the landlord’s handling of: The resident’s concerns about the replacement of communal lifts. The associated complaint

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

The complaint is about the landlord’s handling of the resident’s: Reports about the conduct of its contractor’s operative. Reports of required repairs to the boiler. Enquiries about rent arrears.

The complaint is about the landlord’s handling of: the resident’s reports of a leak and remedial repairs. the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Roof leaks. Fly infestation. We have also considered the landlord’s complaints handling.

The complaint is about the landlord’s: Response to the resident’s reports about leaks into her property. Complaints handling.

The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s: Concerns about the suitability of the property and request for a direct transfer on medical grounds. Reports of antisocial behaviour (ASB). Reports of being unable to open the windows. Reports …

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

The complaint is about the landlord’s: Handling of the resident’s report of damp and mould. Response to the resident’s request to move. We have also considered the landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: The resident’s reports that the wet room floor was uneven, and water from the shower leaked out of the room. Reported concerns regarding electrical safety and installed extraction equipment. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s concerns about asbestos and subsequent remedial works. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The resident’s reports of issues with the boiler and electrical sockets. The resident’s reports of damage to personal belongings. The associated complaints.

The complaint is about the landlord’s handling of the resident’s: Concerns relating to the cooker socket. Reports of an uneven driveway. Reports of issues with the stop tap. Concerns relating to the accessibility of the garden. Reports of damage to …

The complaint is about the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating to her time in temporary accommodation. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge). The resident’s concerns about their car parking space. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a fire. Move to temporary accommodation. Associated complaints.

The complaint is about the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.

The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring property. Response to the resident’s concerns about the safety of the property’s kitchen ceiling following the leak. Complaints handling.