The Housing Ombudsman has ordered housing association giant L&Q to pay £140,000 in compensation to residents due to poor customer service.

The watchdog, in a special report into the 105,000-home landlord published today, said it had determined 103 cases between January and 26 June, finding 24 cases of severe maladministration and ordering L&Q to pay £141,860 compensation in total.

The ombudsman said its investigation identified L&Q policies and procedures not being adhered to, a resistance to constructive feedback and learning from complaints and a “poor knowledge and information management culture”.