Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: The resident’s reports of sewage leaking from the communal stack pipe onto his balcony. The resident’s concerns that it has not considered his human rights under article 8 of the Human Rights …

The complaint is about the landlord’s handling of: The resident’s reports of the communal lifts breaking down. The associated complaint.

The complaint is about how the landlord handled the resident’s: request for rehousing on medical grounds. reports of: drafty windows. a faulty storage heater. various outstanding repairs. damage to personal possessions. This report has also considered the landlord’s complaint handling.

REPORT COMPLAINT 202332109 London Borough of Croydon 8 September 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]

This complaint is about the landlord’s: Response to the resident’s request to have flooring thresholds installed in the property. Handling of the complaint about the flooring thresholds. Response to reports of a leak in August 2022. Handling of the complaint …

The resident’s complaint is about the landlord’s: Handling of repairs to the bathroom and kitchen ceilings. Complaint handling.

The leaseholder’s complaint is about the landlord’s handling of a roof leak. We have also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about: The landlord’s response to the resident’s concerns about the property’s condition. The resident’s related concerns about unfair treatment by the landlord (including an allegation of bias). The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Service charge concerns. Queries on joint resident estate inspections. Reports of repairs to the communal door. Reports of repairs to the terrace lighting. Concerns on restricted access to the fifth-floor …

The leaseholder’s complaint is about the landlord’s handling of a roof leak. We have also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about how the landlord handled the resident’s reports of: A leak from the kitchen ceiling. Overcrowding. We have also considered the landlord’s complaint handling.

This complaint is about the landlord’s handling of: Repairs at the property. Appointments. The associated complaint.

The complaint is about the landlord’s handling of: The resident’s rehousing request. The complaint.

The complaint is about the landlord’s handling of the resident’s: Assignment applications. Succession application. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the repair to an extractor fan. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The condition of the property upon letting. The landlord’s handling of outstanding repairs identified at the viewing (unrelated to cracks, damp, mould, and water ingress). The landlord’s response to the resident’s reports about damp, mould, and …

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 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 handling of: The resident’s reports of ongoing antisocial behaviour (ASB) and noise. The complaint.

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 landlord’s handling of the resident’s: Concerns with planning permission for the ground floor flats within the communal block. Reports of antisocial behaviour (ASB). Concerns with grounds maintenance. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Reports of pests in the property. Concerns raised in relation to the condition of the: Internal doors. Flooring. Kitchen.

The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated repairs within the property coming from a communal water tank facility. Associated complaint.

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 response to the resident’s report of: A roof leak and the handling of remedial repairs. Damage to personal property. The Ombudsman has also decided to investigate the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s report of poor staff conduct. 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 that she did not view the property before sign up and subsequently found the kitchen too small for appliances. Request of a second entrance door key. Associated complaint.

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.

This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) by their neighbour. the associated complaint.

The complaint is about the landlord's: Handling of the resident’s reports of antisocial behaviour (ASB). Handling of the resident’s reports of items left in communal areas. Complaint handling.

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 leaks, damp and mould in the resident’s home.

The complaint is about the landlord’s handling of: A leak to the resident’s property. The resident’s insurance query.

The complaint is about the landlord’s handling of: A leak and kitchen repairs in the resident’s property. Reimbursement of associated costs while in temporary accommodation. Forced entry into the resident’s property. Stolen money from the resident’s property. Initially rehousing the …

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 handling of the resident’s: Request for a bathroom and kitchen replacement. Reports of damp and mould.

The complaint is about the landlord’s handling of the resident’s: request for the oven and fridge freezer to be relocated. reports of mould. reports of repairs to the kitchen tap. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns about the length of time taken to relocate her via its right to return scheme (RTR). This Service has also considered the landlord’s complaint handling

The complaint is about the landlord’s handling of the resident’s: Reports of an ongoing bed bug infestation. Reports of repairs, including damp and mould. Management transfer request. This service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of: A roof leak and damp and mould reports. Reports of water pressure loss. The complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Heating and hot water issues. Its staff’s conduct. We have also considered the landlord’s: Communication regarding the resident’s rent account. Handling of the associated complaints.

The complaint is about the landlord’s handling of the leaseholder’s: Reports of a leak from the roof causing damp and mould. Associated complaint.

The complaint is about the landlord’s: Handling of the resident’s report of a repair to her boiler and the annual gas safety check. Complaint handling.

The complaint is about the landlord’s handling of: The resident’s reports of mould. Lift breakdowns in the block. The resident’s complaint.

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 …