The Housing Ombudsman has published two severe maladministration findings for L&Q, which managed over 107,000 homes as at 31 March 2021. L&Q failed to minimise the disruption of a temporary move for a resident with physical and mental health vulnerabilities and then failed to manage the subsequent complaint effectively.
The Ombudsman’s investigation found:
- severe maladministration in L&Q’s handling of the resident’s decant accommodation
- severe maladministration in L&Q’s handling of the resident’s subsequent complaint
- maladministration in L&Q’s handling of the resident’s request for compensation and
- service failure in L&Q’s handling of the resident’s application for a housing transfer.
L&Q was ordered to apologise to the resident and to pay £3,250 in compensation for the distress and inconvenience, delayed processing of the resident’s housing and transfer applications and its complaint handling failures.