London & Quadrant Housing Trust — case 202401445

Decision Case ID 202401445 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Secure Tenancy Date 9 December 2025 Background The landlord sent an annual rent review letter to the resident on 13 February 2023, which included a 16p weekly charge for grounds maintenance and 4p weekly charge for tree works and specialist grounds maintenance. The resident called the landlord on 17 February 2023 to dispute the charges as she lives in a house and there are no trees within the vicinity of her property.

What the complaint is about The complaint is about the landlord’s response to the resident’s queries about the service charges for grounds maintenance and tree works. Our decision (determination) The complaint was resolved with our intervention. We have recommended that the landlord honour the intervention agreed to put things right. Summary of reasons In its complaint response, the landlord provided a map outlining the area of properties that are responsible for the grounds maintenance charge.

It does not appear the resident’s property falls within this area. The landlord did not offer a reasonable response or demonstrate that it investigated the issue when the resident raised such concerns in her complaint escalation. The resident told us that the landlord called her on 19 September 2024 and confirmed she was not responsible for paying the service charge. However, it has not since resolved the issue. We contacted the landlord and provided it with a summary of our understanding of events.

Following our intervention, the landlord agreed to apologise to the resident, reimburse any service charges she has paid for grounds maintenance and tree works, and remove the charges going forward. 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 apologising to the resident and reimbursing the resident, we are satisfied the complaint will be resolved satisfactorily.

Putting things right Recommendations The complaint has been resolved with intervention on the basis that the landlord follows our recommendations within 4 weeks of the date of this decision. Our recommendations The landlord must reimburse the service charges the resident has paid for grounds maintenance and tree works. The landlord should provide documentary evidence to the Service that it has reimbursed the resident. It should also confirm in writing that it will remove the charges going forward.

The landlord must apologise to the resident for the time taken to resolve the matter. The landlord should provide documentary evidence to the Service that it has apologised to the resident.