London & Quadrant Housing Trust · Case 202332559 · 14 October 2025
London & Quadrant Housing Trust — case 202332559
The complaint about the landlord's handling of repairs and adaptations was resolved with the Ombudsman's intervention. After intervention the landlord agreed to pay a further £400 compensation and to complete the outstanding adaptation (a captive curtain), with the Ombudsman satisfied the complaint would be resolved satisfactorily subject to these actions.
Orders and recommendations
- Compensation
Pay the resident £400 compensation.
- Take specific actionWithin 6 weeks
Arrange for the captive curtain adaptation to be installed within 6 weeks and provide documentary evidence of payment and completion of the work.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Landlord's handling of repairs and adaptations
Mediation / settlementThe complaint was resolved with the Ombudsman's intervention. The Ombudsman commented on areas that could have been handled better, including delays in completing works following the complaints procedure. Following intervention, the landlord offered a further £400 compensation and committed to completing the outstanding adaptation; both parties agreed to this as a resolution.
The full determination
Decision Case ID 202332559 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background In or around September 2023 the resident reported a leak to her kitchen floor that had caused damage throughout the property. In the same month, the resident submitted a request for adaptations following an occupational health assessment. When the resident raised a complaint, the repairs and adaptations were outstanding.
The resident told us most of the repairs and adaptations were completed after the complaint procedure, but the installation of a captive curtain remained outstanding as an adaptation. What the complaint is about The complaint is about the landlord’s handling of repairs and adaptations. Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord offered the resident £600 compensation.
We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included delays in completing the works following the complaints procedure. Following our intervention, the landlord offered to pay the resident a further £400 compensation and committed to completing the outstanding adaptation. Both parties agreed to this as a resolution to the complaint.
We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord installing the curtain and paying the compensation, we are satisfied the complaint will be resolved satisfactorily. Putting things right Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should now pay the resident £400 compensation and arrange for the curtain to be installed within 6 weeks.
The landlord should provide documentary evidence that it has paid the compensation to the resident and has completed the work.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.