Housing Ombudsman Decisions

The complaint is about the landlord’s: Decisions regarding the disposal of the property. Handling of the resident’s request for rehousing. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.

REPORT COMPLAINT 202202317 London & Quadrant Housing Trust (L&Q) 19 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]

The complaint concerns the landlord’s handling of: The resident’s reports of issues with the ventilation system and reports of damp and mould. The resident’s reporting of a pest infestation. This report has also considered: The landlord’s complaints handling. The landlord’s …

The complaint is about the landlord’s handling of repairs to the ventilation system in the resident’s bathroom. The Ombudsman has decided to consider the landlord’s complaint handling.

The complaint is about the landlord’s: Handling of the resident’s request to be rehoused. Complaints handling.

The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the complaint.

The complaint is about the landlord’s: Response to reports of a broken window and the handling of subsequent repairs. Complaint handling.

The complaint is about the landlord’s handling of: Repairs to the resident’s door and window. The condition of the boiler when the resident started her tenancy. The resident’s concerns about asbestos at the property. The associated formal complaint.

This complaint is about the landlord’s handling of: The resident’s reports of repair to the shower seat in her adapted bathroom. The resident’s concerns about the conduct of an operative and a member of its staff. The associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about: Paying the same service charge for a concierge service as other blocks when not receiving the same value from the service. The night concierge service being commissioned without …

The complaint is about the landlord’s handling of the resident’s reports of a rat infestation in her property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s handling of the resident’s: Request to have scaffolding removed from the property. Concerns regarding fire safety. Reports of flooding within the property. Request for compensation related to personal injury. Reports of anti-social behaviour from …

The complaint is about the landlord’s response to: Multiple repairs to the resident’s: Kitchen. Bathroom. Master bedroom. Guttering. Boiler. The resident’s rehousing request. The associated complaint handling.

The complaint is about: The landlord’s response to concerns raised by the resident about the quality of the gas safety check and a missing cap from the boiler. The landlord’s handling of the resident’s report of no heating and hot …

The complaint is about the landlord’s response to: the resident’s reports about antisocial behaviour and the resident’s concerns about the conduct of a member of landlord staff. We will also look at the landlord’s complaint handling as part of this …

The complaint is about the landlord’s: Response to concerns about the information provided when the residents purchased the property. Reasonableness of service charges for repair works. Complaint handling.

The complaint is about : The landlord’s handling of the resident’s concerns about the condition of the property when he moved in and its decision not to undertake any further work. The landlord’s handling of the resident’s complaint.

The complaint is about the landlord’s handling of: Reported smells that affected the resident’s property. The replacement of the kitchen sink cupboard. The associated complaints.

The complaint is about: The landlord’s response to issues the resident raised regarding the delivery of communal maintenance and housing management services; The landlord’s response to the resident’s concerns about the increase in his service charge; The handling of the …

This complaint is about the landlord’s handling of: The resident’s concerns about the condition of the bathroom walls and the quality of a repair. The resident’s request for reimbursement of costs for repair work she had undertaken. The associated complaint.

The complaint is about the landlord’s handling of: The decant process due to bathroom works. A Right to Buy (RTB) application. Reports of pest infestation. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.

The complaint is about the landlord’s handling of: The resident’s transfer request. Repairs and ongoing maintenance to the lift within the resident’s building. The resident’s complaint.

The complaint is about the landlord’s: handling of reports of antisocial behaviour (ASB) and fly tipping. handling of the complaint and its response to the resident’s concerns about staff conduct. The Service has also considered the landlord’s record keeping.

The complaint is about the landlord’s handling of the resident’s reports of: Leaks into the living room and back bedroom causing damp. The standard of cleaning and maintenance of the communal area. Being charged for maintenance works for storm damage. …

The complaint is about: A personal injury claim by the resident due to delays in the installation of the heating system. Delays installing a heating system, resulting in a loss of heating and hot water at the resident’s property. The …

The complaint is about the landlord's handling of: The resident's reports of no heating and hot water. The replacement boiler. The landlord's complaint handling has also been investigated.

The complaint is about the landlord’s management of vehicle obstruction to an access road. The Ombudsman has also investigated the landlord's complaint handling.

The complaint is about the resident’s concerns regarding the level of compensation offered by the landlord following reports of defects at the property. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling.

The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's loft and the renewal of the loft insulation. The resident’s complaint.

The complaint is about: The level of the resident’s rent. The landlord’s handling of the resident’s concerns about the level of his rent. The landlord’s handling of the resident’s request that it buys back his share in the property. An …

This complaint is about: The landlord’s handling of reports about the resident’s alleged antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s: handling of repairs to the balcony door; handling of reports of a rat infestation; complaint handling

The complaint is about the landlord’s handling of: The resident’s concerns about the glass balconies near his home. The subsequent complaint.

The complaint is about the landlord’s response to the resident’s reports of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property …

The complaint is about the landlord’s: Response to the resident’s reports of ASB and noise disturbance. Response to the resident’s concerns about an external light being connected to her electricity supply. Response to the outstanding repairs and the windows obstructing …

The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The window repair issues.

The complaint is about the landlord’s handling of the resident’s: Reports of dirt and fleas in communal areas. Reports of antisocial behaviour (ASB) and staff conduct. Formal complaint.

The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould within the property. Noise nuisance (Antisocial behaviour) from the neighbour upstairs. Residents and visitors slamming the main entrance door causing noise disturbance. We have also …

The complaint is about the landlord’s handling of: reports of lack of hot water; the repairs to the external doors and windows; repairs to the bathroom, including the request to be compensated; complaint handling.

The complaint is about the landlord’s handling of: a roof leak and associated damp and mould. reports of loose floorboards. replastering work. and the associated complaint.

The compliant is about the landlord’s handling of: The resident’s transfer application. The formal complaint.

The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance, antisocial behaviour (ASB), and harassment. The landlord’s response to the resident’s reports of damp and mould in the property. The landlord’s complaint handling and the landlord’s …

The complaint is about the landlord’s response to: The resident’s reports of mice in the property. The resident’s reports of damp and mould. This report has also considered the landlord’s knowledge and information management as well as its handling of …

This complaint is about the landlord’s: Response to the resident’s reports of repair to the windows, kitchen sink tap, heating and hot water, TV aerial and light fitting at the property she had been decanted to. Response to the resident’s …

The complaint is about the landlord’s: Response to the resident’s concerns about a fire door. Complaints handling.

The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.

The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.

The complaint is regarding the landlord’s: Handling of the resident’s repair requests including issues relating to damp, a back downpipe, scaffolding and cellar steps. Handling of the resident’s repair requests including issues relating to a front downpipe, a boiler out …