London & Quadrant Housing Trust — case 202336258

Decision Case ID 202336258 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 10 November 2025 Background The resident lives with her daughter who has a health condition. The resident’s daughter needs access to her own toilet. Between November 2022 and January 2023 the resident told the landlord that the downstairs toilet kept blocking. A contractor determined this was due to the type of pipework used.

The landlord changed the toilet pipework in March 2023, which stopped the blockages. It offered the resident £175 compensation. The resident was dissatisfied with the compensation offered in light of the time taken to resolve the issue. What the complaint is about The complaint is about the landlord’s response to the resident’s reports of a toilet repeatedly blocking. Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right.

Reasons At the end of the complaints process, the landlord changed the toilet pipework to stop it blocking and offered the resident £175 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 changing the pipework to prevent blockages reoccurring and the effect on the resident in light of the household vulnerabilities.

Following our intervention, the landlord offered to pay the resident a further £425 compensation. This took its total offer of compensation for this issue to £600. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord 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 recommendation.

Our recommendation The landlord should pay the resident a total of £600 compensation. If it has already paid the £175 compensation it previously offered, it can deduct this from the total. The landlord should provide documentary evidence that it has paid the compensation to the resident.