London & Quadrant Housing Trust · Case 202334890 · 29 October 2025
London & Quadrant Housing Trust — case 202334890
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a damp bedroom wall. Our decision (determination) The complaint has been resolved with our intervention. We have made recommendations for the landl.
Orders and recommendations
- Apology
Our recommendations The landlord should apologise and make a payment of £2,137 to the resident.
- Take specific action
The landlord should arrange to inspect the damp wall at the resident’s property, and if necessary, schedule works to carry out repairs to address the issue.
- Take specific action
This must be conducted within a reasonable time, and no later than 4 weeks from the date of this report.
- Take specific action
The landlord should provide us with documentary evidence that it has completed the above recommendations.
The full determination
Decision Case ID 202334890 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The landlord was aware of a damp bedroom wall at the resident’s property since November 2022. It inspected the wall and carried out some works over the next year. The resident complained to the landlord on 6 December 2023 as she said the wall was still damp. What the complaint is about The complaint is about the landlord’s handling of the resident’s reports of a damp bedroom wall.
Our decision (determination) The complaint has been resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons The landlord’s records show it inspected the property and carried out some repairs to the damp bedroom wall after the resident had reported it. The landlord apologised for the delays in taking action in its complaint responses and offered £980.57 compensation, which included £221.57 for the loss of use of the bedroom.
The resident remained dissatisfied and asked us to investigate its handling of her complaint. We contacted the landlord on 27 October 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint. Following our intervention the landlord accepted that it had incorrectly calculated the compensation due to the resident for the loss of use of the bedroom.
The landlord agreed to apologise to the resident, increase the overall compensation payment to £2,137 (including the revised figure of £1,228 for loss of use of the bedroom) and £150 additional compensation for its calculation error. The landlord also agreed to inspect the resident’s bedroom wall again to check if rendering and drainage is required. Both parties agreed to this as a resolution of the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint 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 apologise and make a payment of £2,137 to the resident. The landlord may deduct the amount of £980.57 if already paid. The landlord should arrange to inspect the damp wall at the resident’s property, and if necessary, schedule works to carry out repairs to address the issue. This must be conducted within a reasonable time, and no later than 4 weeks from the date of this report.
The landlord should provide us with documentary evidence that it has completed the above recommendations.
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.