London & Quadrant Housing Trust — case 202339471

Decision Case ID 202339471 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Leaseholder Date 9 April 2026 Background The resident reported her roof leaking on or around October 2021. She complained about the landlord’s handling of the repair. The landlord responded to her complaint in March 2022 and subsequently fixed the roof. The resident complained that the roof leaked again, and the landlord issued a second complaint response in August 2023.

The resident escalated her complaint about the landlord’s handling of the second leak and the internal damage it caused. The landlord issued a third complaint response to the resident on 24 April 2024. The resident claimed from the landlord’s insurers for some of the internal repairs. She confirmed all the works were completed by March 2025. What the complaint is about The complaint is about the landlord’s handling of roof repairs and the complaints. 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 £1,280. We contacted the landlord and provided 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. Following our intervention, the landlord offered to pay the resident a further £830 compensation.

Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take action to remedy the matter. 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 recommendations. Our recommendations The landlord should pay the resident a total of £2,110 compensation.

It may deduct £1,280 compensation it previously offered, upon providing proof it has already paid this. The landlord should provide documentary evidence that it has paid the total amount of compensation to the resident. The resident told us the landlord’s insurers offered a different type of cover to what the landlord told her it offered. We recommend the landlord is clear with residents about the type of insurance cover it offers.