Housing Ombudsman Decisions

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.