We publish decisions as part of our commitment to being open and transparent.
Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.
In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.
The complaint is about the landlord’s handling of: Damp and mould in the property, and the subsequent damaged caused. The resident’s decant. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: A defect and replacement of the resident’s bath and bathroom tiles. The complaint. The landlord’s policy says it will acknowledge a complaint at stage 1 and 2 of its process within 5 working day. The resident raised her complaint on 28 June 2023 and as such, the landlord should have acknowledged it on 5 July 2023. It did not do so until 11 July 2023, 4 working days later than it should. The delay in acknowledging the response does not appear to have caused the resident any detriment. It appropriately identified the delay and awarded the resident compensation. The landlord offered the resident compensation of a £10 voucher for the delay in its complaint handling. We consider this was appropriate, as there is no evidence that the delay in acknowledging the complaint led to any detriment to the resident. It also did not delay the complaint handling process as the landlord appropriately responded at both stages within the required timeframes. Based on this we consider that there was reasonable redress with the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: A request to terminate her tenancy. A request to set up a payment plan. The resident’s reports of anti-social behaviour (ASB). The resident’s formal complaint.
The complaint is about the landlord’s handling of repairs to a leak through the bedroom ceiling. The Ombudsman has also considered the landlord’s handling of the associated complaint.
REPORT COMPLAINT 202421680 London & Quadrant Housing Trust (L&Q) 22 September 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 service charge queries. The resident’s reports about the conduct of a member of staff. The complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damaged flooring, damp, and mould in the property. Associated formal 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 the resident’s requests for it to: replace the front and back doors. upgrade the heating system.
The complaint is about the landlord’s handling of the resident’s: Reports of a roof leak. Associated complaint.