Housing Ombudsman Decisions

The complaint is about the landlord’s handling of: Planned maintenance of communal areas. Access to, and maintenance of, a communal bike storage. Requests for window cleaning. Requests to install a video intercom. Service charge enquiries. Repairs to a communal lift. …

The complaint is about the landlord’s handling of: The resident’s disrepair claim, including the associated repairs. Repairs to the resident’s extractor fans. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of the condition of the lawn. The landlord’s complaint handling has also been considered.

REPORT COMPLAINT 202321365 London & Quadrant Housing Trust (L&Q) 10 June 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 concerns about the replacement of her toilet flush. the associated complaint.

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

The complaint is about the landlord’s: Decision to relet a property which it had marked for disposal. Decision to dispose of its housing stock. Response to the resident’s request to be added to its rehousing list. We have also considered …

The complaint is about the landlord’s handling of unpleasant smells in the resident’s property. The Service has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of: Requests for repairs following water ingress into the property. Damp and mould. The ceiling collapsing. The associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling.

This complaint is about the landlord’s handling of: Reports of water ingress from the resident’s roof. Reports of pests. Reports about issues with the resident’s boiler. The associated complaint.

The complaint is about the landlord’s handling of: Snagging works in the property. The resident’s concerns about the fire alarm trunking. The landlord’s handling of the complaint has also been considered.

The complaint is about the landlord’s response to reports of a leak in the property and resulting damp and mould. The landlord’s complaint handling.

REPORT COMPLAINT 202327380 London & Quadrant Housing Trust (L&Q) 29 May 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The resident’s complaint was about: The landlord’s response to the resident’s request to install an electric parking gate. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Request for an explanation of the amount charged for a communal electric service charge. We have also considered the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s: report of a blocked kitchen sink; concerns about the conduct of the contractor; rent account; associated complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and the subsequent repairs. Reports of damage to his personal belongings. Associated complaint.

The complaint is about the landlord’s: Response to the resident's concerns about the death of a neighbour. Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of issues with: the garden paving. use of the shared garden. We have also considered the landlord’s complaint handling .

The complaint is about the landlord’s handling of: The sign-up process and the resident’s request for a transfer to a more suitable property. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the boiler. Associated complaint.

The complaint is about the landlord’s handling of: Repairs to the resident’s windows and doors. The resident’s reports of antisocial behaviour (ASB). A compensation payment for a previous repair. The associated complaint.

The complaint is about the landlord’s handling of the resident’s: Request for a roof covering to be installed over his car parking space. Reports of fly tipping and that grounds maintenance was not being carried out. Reports that the communal …

The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and associated damp and mould at her property. The complaint.

The complaint is about the landlord’s handling of the resident’s: Reports of delays in completing repairs to the communal doors and pedestrian gate. Associated complaint.

The complaint is about the landlord’s handling of the resident’s concerns about: Errors on the service charge accounts. The cost of repairing a leaking roof potentially being passed on to him. It not advising him when there were changes to …

The complaint is about the landlord’s: Response to the resident’s reports of anti-social behaviour from a neighbour. Response to the resident’s request for a new front door due to the smell of cannabis. Handling of the resident’s complaint.

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

The complaint is about the landlord’s handling of the resident’s: Reports that he was unable to use his parking space. Queries about his service charge. Reports about delays in completing lift repairs. Reports about antisocial behaviour (ASB) caused by a …

The complaint is about the landlord’s handling of: Electrical and plumbing repairs from August 2023. The resident’s request for it to replace her kitchen. A leak and electrical repairs in September 2024. The resident’s complaints.

The complaint is about the landlord’s handling of the resident’s reports of repairs to the communal lifts. The Ombudsman has also investigated the landlord’s handling of the associated complaint.

The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of repairs to the kitchen. We have also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns regarding: Communal repairs to a wooden door frame and lights. Tree management. An electrical repair to the resident’s property. Pest control in the communal area. Condition of communal areas …

The complaint is about the landlord's handling of the resident’s: Reports of a leak. Associated complaint.

The resident’s complaint is about the landlord’s handling of: An assault and not being able to retrieve footage. Informing the resident of the process to retrieve footage. The neighbour taking the resident’s bin. The neighbour’s ring doorbell and the time …

The resident’s complaint is about the landlord’s handling of: Roof leaks, consequent damp and mould, and the handling of remedial repairs. A request for compensation for damage to personal property and lost rental revenue.

The complaint is about: The landlord’s response to the reports of flooding in her garden. The landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: reports of heating and hot water issues at the property. associated complaint.

The complaint is about the landlord’s handling of the works to: The paving and an overgrown tree. The garden boundary fence. This investigation has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: Response to the resident’s concerns about the adequacy of the insulation in the home. Handling of the formal complaint.

The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Handling of a contractor’s conduct at an appointment on 28 June 2023. Administration of annual gas safety checks. Handling of repairs to restore the resident’s …

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by a neighbour between November 2022 and May 2024. We have also investigated the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s reports of a mice infestation at her 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 reports of: Leaks into the property and subsequent damp and mould. Damages to personal property. Issues with faulty air bricks. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s response to the resident’s concerns about: Its handling of her personal belongings while she was in alternative accommodation. Loss of room use.

The complaint is about the landlord’s response to the resident’s repair requests. We will also consider the landlord’s complaint handling as part of this assessment.

The complaint is about the landlord’s handling of the resident’s: Reports of water ingress through the wall, which caused internal water damage. Formal complaint.

The complaint concerns the landlord’s: Handling of works to address damp and mould and the resident’s temporary move to alternative accommodation. Response to the resident’s concerns about the conduct of its staff. We also considered the landlord’s handling of the …