L&Q (London & Quadrant Housing Trust) is a regulated charitable housing association and one of the UK’s most successful independent social businesses. L&Q houses around 250,000 people in more than 92,000 homes, primarily across London and the South East. Everything they do (according to L&Q) begins with social purpose. Their roots go back to the ‘new wave’ of housing associations created in the 1960s, born out of a growing social consciousness around housing and homelessness. L&Q set out to provide quality, affordable homes for the most vulnerable in society and it is that same fundamental mission that drives them today. Recognised as a great workplace L&Q is ranked in the national “Great Place to Work” survey. L&Q head office is in Stratford, but they also have offices and care homes across London and the South East. L&Q believe their people are their greatest asset and they share a set of values, brought to life by their people – Passion, Inclusion, People, Responsibility and Impact. L&Q are developing the organisation and all of our people to bring to life our ambition – that everyone has a quality home they can afford.
RSH Narrative Regulatory Judgement
Provider: London & Quadrant Housing Trust
Regulatory code: L4517
Publication date: 15 November 2022
Governance grade: G1
Viability grade: V2
Reason for publication: Viability regrade
Regulatory route: In Depth Assessment
Regulatory judgement
This regulatory judgement regrades London & Quadrant Housing Trust’s financial viability from V1 to V2 and confirms its existing G1 grade for governance.
Based on evidence gained from an In Depth Assessment (IDA), the regulator has assurance that London & Quadrant Housing Trust (L&Q) complies with the financial viability elements of the Governance and Financial Viability Standard. L&Q’s financial plans are consistent with, and support, its financial strategy. The provider has an adequately funded business plan, with sufficient asset security and liquidity, and is forecast to continue to meet its financial covenants.
L&Q is increasing investment in its existing homes, including a programme of spending on fire safety, building safety, Decent Homes Standard related works and energy efficiency improvements. L&Q is also undertaking a large and diverse development programme that includes outright market sales. Delivering the programme and managing the increased investment in existing homes, coupled with the current economic uncertainty in relation to inflation and interest rates, reduces L&Q’s capacity to respond to adverse events.
The regulator’s assessment of L&Q’s compliance with the governance elements of the Governance and Financial Viability Standard remains unchanged. Based on evidence gained from the IDA, the regulator has assurance that L&Q’s governance arrangements enable it to adequately control the organisation and to continue meeting its objectives.
Other providers included in the judgement
Trafford Housing Trust Limited, and THT and L&Q Community Limited.
Housing Ombudsman
London & Quadrant Housing Trust (201914099)
The complaint is about the landlord’s: Response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in. Request for the resident to pay its legal fees in relation to her application to sub-let the property. Complaint handling.
London & Quadrant Housing Trust (202005403)
The complaint is about the landlord’s response to: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s request to be rehoused. The resident’s reports of damp and mould at his property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (201916023)
The complaint is about the landlord’s: Response to a leak at the resident’s property. Handling of remedial works following the leak. The Ombudsman has also investigated: the landlord’s complaint handling. the landlord’s record keeping.
London & Quadrant Housing Trust (201904482)
The resident complains about the landlord’s response to her concerns that it had not replaced her kitchen.
London & Quadrant Housing Trust (202104391)
REPORT COMPLAINT 202104391 London & Quadrant Housing Trust 8 November 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
London & Quadrant Housing Trust (202014001)
The complaint is about the compensation offered for the landlord’s handling of the repairs to the balcony.
London & Quadrant Housing Trust (202114197)
The complaint is about the landlord's handling of the damage to the resident's balcony.
London & Quadrant Housing Trust (202003604)
This complaint is about: The landlord’s handling of issues with heating and hot water from the communal plant room. The landlord’s overall management of the servicing of the heat interface units (HIUs). The landlord’s decision to reintroduce a heating and water charge.
London & Quadrant Housing Trust (202017452)
The complaint concerns: The landlord charging the resident for a service charge he was not liable for. The landlord’s handling of the resident’s enquiries and complaint.
London & Quadrant Housing Trust (201912066)
The resident has complained about: the landlord’s response to reports of a gas leak from a neighbouring property and its handling of remedial works relating to the leak; the landlord’s complaint handling and the level of compensation offered.
London & Quadrant Housing Trust (202107922)
The complaint is about: The landlord’s handling of the resident’s subject access request (SAR). The landlord’s response to the resident’s report of an electrical fault in his property. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202108116)
The complaint is about: The level of compensation offered by the landlord for its handling of a repair to the resident’s balcony door. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202108941)
REPORT COMPLAINT 202108941 London & Quadrant Housing Trust 14 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202108067)
The complaint is about the landlord’s handling of the resident’s request to be rehoused.
London & Quadrant Housing Trust (201904703)
The resident’s complaint is about the landlord’s response to her reports of anti-social behaviour (ASB).
London & Quadrant Housing Trust (202005079)
The complaint is about: The landlords handling of allegations made about the resident by its contractor; the capping of the resident’s gas supply; the subsequent boiler repairs, and; complaint handling.
London & Quadrant Housing Trust (202103887)
REPORT COMPLAINT 202103887 London & Quadrant Housing Trust 28 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202010785)
The complaint is about the landlord’s response to reports of a repair to the resident’s heating and hot water system, and its offer of compensation.
London & Quadrant Housing Trust (202100263)
The complaint was about: The landlord’s response to the resident’s report of a leak onto her balcony. The resident’s reports of staff conduct, including victimisation and discrimination. The landlord’s complaint handling including the level of compensation.
London & Quadrant Housing Trust (202017368)
The complaint is about the landlord’s handling of: The landlord for its handling of the resident’s reports of damp. The associated complaint.
London & Quadrant Housing Trust (202004850)
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB) the resident’s concerns about repairs to various areas of his property. the associated complaint.
London & Quadrant Housing Trust (202017370)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the requirement to carry out fire safety remedial works in the building which he owns a property in. Response to the resident’s concerns that it was not responsible for works to upgrade or renew the front entrance door to the property which he owned. Response to the resident’s concerns that its contractors were not adhering to health and safety procedures. Complaint handling.
London & Quadrant Housing Trust (202002423)
The complaint is about the landlord’s: Response to the resident’s concerns regarding service charges applied to her account. Complaint handling.
London & Quadrant Housing Trust (201916247)
The complaint is about: The landlord’s response to the resident’s request to end his tenancy. The landlord’s handling of the return of the resident’s deposit. The landlord’s record keeping and complaint handling.
London & Quadrant Housing Trust (202101738)
The complaint is about the landlord’s decision to increase rent payments following an IT error.
London & Quadrant Housing Trust (201914622)
The complaint is about the level of redress offered to the resident by the landlord following its acknowledged delay repairing a broken fence and glass in her back door.
London & Quadrant Housing Trust (202009794)
The complaint is about the landlord’s handling of the resident’s reports of outstanding works to secure her front door, and the length of time that it took to respond to this.
London & Quadrant Housing Trust (202015079)
The complaint is about: The condition of the property when the resident moved in there. The landlord’s handling of the subsequent repairs to the resident’s property. The landlord’s associated complaint handling.
London & Quadrant Housing Trust (202011329)
The complaint is about: The resident’s claim of personal injury sustained following a fall in her kitchen. The landlord’s handling of the resident’s repair requests in relation to damp and mould, the windows, and an external hole underneath the property.
London & Quadrant Housing Trust (202008449)
The complaint concerns: How the landlord handled repairs at the property prior to January 2020. How the landlord handled repairs at the property, including reports of damp and mould, from January 2020 onwards. The associated formal complaint into these matters.
London & Quadrant Housing Trust (202002239)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
London & Quadrant Housing Trust (202007697)
The complaint is about the landlord’s response to the resident’s reports of: Damp at the property and subsequent repairs. The landlord’s complaint handling.
London & Quadrant Housing Trust (202005112)
The complaint is about the landlord’s response to the resident’s reports of: Broken lift and intercom at the property and the amount of compensation offered. Handling of rent arrears. Adding her husband as an occupant to the tenancy agreement. The landlord’s complaint handling.
London & Quadrant Housing Trust (202100650)
REPORT COMPLAINT 202100650 London & Quadrant Housing Trust 11 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (201910665)
The complaint is regarding: The landlord’s handling of a leak in the resident’s property. The resident being left without heating and hot water for a period. The level of compensation offered by the landlord. This Service has also considered the landlord’s complaint handling in this case.
London & Quadrant Housing Trust (202017193)
The complaint is about the landlord’s handling of the resident’s requests for information relating to service charges. The complaint is also about the landlord’s associated handling of the complaint.
London & Quadrant Housing Trust (202105440)
The complaint concerns the landlord’s handling of: The landlord’s response to the resident’s reports of no hot water or heating in the property. The associated formal complaint into the matter.
London & Quadrant Housing Trust (202011012)
The complaint is about: The landlord’s management of the resident’s application for rehousing. The associated communication and complaints handling.
London & Quadrant Housing Trust (202004153)
The complaint is about the landlord’s response to the resident’s reports of window disrepair.
London & Quadrant Housing Trust (201909237)
The complaint is about the landlord’s response to the resident’s reports of repairs in the property and a delay in activating her rent account.
London & Quadrant Housing Trust (202008433)
REPORT COMPLAINT 202008433 London & Quadrant Housing Trust 24 June 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202121043)
The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his shower . The landlord’s complaint handling.
London & Quadrant Housing Trust (202008983)
The complaint is about: The landlord’s handling of repairs to the residents’ window. The landlord’s complaint handling.
London & Quadrant Housing Trust (202109210)
This complaint is about the landlord’s handling of the resident’s queries regarding the building safety inspection at their property and their request for an ESW1 form.
London & Quadrant Housing Trust (202123742)
The complaint is about the landlord’s response to the resident’s reports about his front door.
London & Quadrant Housing Trust (202122410)
The complaint concerns how the landlord handled repairs to a window in the property.
London & Quadrant Housing Trust (202105951)
The complaint is about the landlord’s: Communication concerning fire safety issues in relation to the resident’s property. Complaints handling.
London & Quadrant Housing Trust (202013213)
The complaint is regarding the landlord’s response to the resident’s reports of damp and mould in her property.
London & Quadrant Housing Trust (202112708)
The complaint is about the landlord’s: Response to the resident’s request that it cuts back overgrown hedges and trees. Complaint handling.
London & Quadrant Housing Trust (202100735)
The resident’s complaint is about the level of compensation the landlord offered for the failures in its handling of the resident’s reports of antisocial behaviour (ASB).
London & Quadrant Housing Trust (202008929)
The complaint is about: The landlord’s decision not to install double glazed windows at the property. The associated complaints handing.
London & Quadrant Housing Trust (202118979)
The complaint is about the landlord’s handling of: Repairs to the resident’s wet-room. The resident’s request for the wet-room to be changed to a standard bathroom. The associated complaint.
London & Quadrant Housing Trust (202108843)
REPORT COMPLAINT 202108843 London & Quadrant Housing Trust 30 May 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202100123)
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the amount of compensation subsequently offered; complaints handling.
London & Quadrant Housing Trust (202104623)
The complaint is about the landlord’s response to: The resident’s request for reimbursement of costs for repair works he had undertaken. The resident’s queries about its repairs processes, specifically during periods of lockdown as a result of Covid-19. Repairs to the resident’s bathroom in 2019. The associated complaint.
London & Quadrant Housing Trust (202116813)
The complaint is about the landlord’s handling of: The resident’s reports of repairs to her toilet. The associated complaint.
London & Quadrant Housing Trust (202015026)
REPORT COMPLAINT 202015026 London & Quadrant Housing Trust 17 December 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202005641)
The complaint is about: The landlord’s response to the resident’s request for repairs. Associated complaint handling.
London & Quadrant Housing Trust (202106643)
This complaint is about the landlord’s handling of the resident’s reports of mould growth in her bathroom.
London & Quadrant Housing Trust (202110036)
The resident’s complaint was about: The landlord’s response to the resident’s request to sell his shared ownership property on the open market. The landlord’s complaint handling .
London & Quadrant Housing Trust (202101154)
The complaint concerns the level of compensation offered by the landlord following delays to fence repairs.
London & Quadrant Housing Trust (202101094)
This complaint is about: The landlord’s handling of the resident’s requests for supporting information about its costs following an increase in her service charge; The landlord’s complaint handling.
London & Quadrant Housing Trust (202112117)
The complaint is about the landlord’s: Response to the resident’s request that it buy back the property. Decision to share the resident’s private medical information with the buyback panel. Communication concerning the fire safety issues in relation to the resident’s property. Response to the resident’s request to see invoices relating to her service charge statement.
London & Quadrant Housing Trust (202112089)
The complaint is about the landlord’s handling of the resident’s reports of a burst water pipe, and the subsequent repairs.
London & Quadrant Housing Trust (202113369)
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system. Complaints handling.
London & Quadrant Housing Trust (202001148)
This complaint is about the landlord’s refusal to provide the resident with access to allow them to park in their garden.
London & Quadrant Housing Trust (202115419)
The complaint is about:
London & Quadrant Housing Trust (202015780)
REPORT COMPLAINT 202015780 London & Quadrant Housing Trust 31 March 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (201911304)
The complaint is about the landlord’s decision to issue a notice to the resident to remove items that he had stored in the communal cupboard when he previously had been permitted to use this, and its enforcement of this policy across all of the communal areas.
London & Quadrant Housing Trust (202103687)
The complaint is about: The landlord’s handling of repair works to the resident’s property, including the conduct of members of the landlord’s staff, and the resident’s concerns that the landlord has not taken her vulnerability into consideration. The level of compensation offered by the landlord to the resident.
London & Quadrant Housing Trust (202016830)
The complaint concerns the landlord’s response to enquiries the resident has made about their liability to pay a service charge for a fire risk assessment.
London & Quadrant Housing Trust (202000180)
The complaint is about: the administration of service charges the landlord’s handling of the associated formal complaint.
London & Quadrant Housing Trust (202006559)
The complaint is about: The landlord’s handling of the resident’s service charge account. The landlord’s handling of the resident’s request for a credit in relation to charges for scaffolding. The landlord’s handling of the resident’s complaint.
London & Quadrant Housing Trust (201915921)
REPORT COMPLAINT 201915921 London and Quadrant Housing Trust 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
London & Quadrant Housing Trust (201910580)
REPORT COMPLAINT 201910580 London & Quadrant H T 19 May 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202001461)
The complaint is about the landlord’s response to the resident’s request for information to enable her to complete the sale of her shared-ownership home, including information about the cladding on the building she resides in.
London & Quadrant Housing Trust (202004505)
The resident complains about how the landlord handled her reports of anti-social behaviour by her neighbours, in particular: the landlord’s decision in January 2019 to seek an injunction against one neighbour rather than a possession order; and how the landlord handled her reports that another neighbour had stolen letters belonging to her.
London & Quadrant Housing Trust (202003007)
The complaint is about: The landlord’s offer of redress in relation to the repairs service it provided to the resident between 2015 and 2017. The landlord’s response to remove rent arrears on the resident’s rent account. The landlord’s response to the resident’s request for a management move. The landlord’s complaint handling.
London & Quadrant Housing Trust (202001649)
The complaint is about the landlord’s handling of the resident’s mutual exchange.
London & Quadrant Housing Trust (201914231)
The resident’s complaints are about:
London & Quadrant Housing Trust (202000937)
The complaint is about the landlord’s response to the resident’s requests about: Additional security, lighting and CCTV following a burglary. Repairs to a window following a burglary.
London & Quadrant Housing Trust (201914783)
The complaint is about the landlord’s response to the resident’s: allegations of not maintaining the drainage system at the property; request to make a claim for damages; associated formal complaint.
London & Quadrant H T (201906982)
The complaint is about the landlord's handling of repairs at the resident's property.
London & Quadrant H T (201912314)
This complaint is about the landlord’s handling of: repairs to the resident’s home; the related complaint.
London & Quadrant H T (201912975)
The complaint is about the landlord’s response to the resident’s reports of noise nuisance and other behaviour by a neighbour.
London & Quadrant H T (202003178)
The complaint is about the landlord’s response to the resident’s reports of outstanding repairs to the heating system.
London & Quadrant Housing Trust (202001175)
The complaint concerns: The landlord’s decision to replace a double-glazed bedroom window, that it had installed at the resident’s property, with a single-glazed window following planning permission issues with the local authority. The landlord’s communication and complaint handling.
London & Quadrant Housing Trust (202004540)
This complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data in relation to a GP letter. The landlord’s response to the resident’s concerns regarding a verbal warning she received from the Police about an ASB incident in August 2019 involving her neighbour. The landlord’s handling of an ASB report made in August 2019 against the resident by her neighbour.
London & Quadrant Housing Trust (201916043)
REPORT COMPLAINT 201916043 London & Quadrant H T 21 January 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all […]
London & Quadrant Housing Trust (202001700)
The complaint is about: The accuracy of the fire safety assessment completed by the landlord in relation to the building which the resident owns a property in. The landlord’s response to Government guidance on fire safety and cladding in relation to the building which the resident owns a property in.
London & Quadrant H T (201908355)
The complaint is about the landlord’s response to the resident’s reports regarding a rodent infestation at her property and the amount of compensation it subsequently offered.
London & Quadrant Housing Trust (202000464)
The complaint is about: the landlord’s handling of repairs to the communal areas of the building the property is situated in, specifically whether repairs were being carried out properly and/or were necessary; the level of service charge increases.
London & Quadrant Housing Trust (202000305)
The complaint is about the lack of rent abatement for the period that the resident was temporarily decanted from her home.
London & Quadrant H T (202003138)
The complaint is about: the level of compensation offered by the landlord for its response to the resident’s report of a bad odour from her sink and bathroom drainage the landlord’s handling of the associated complaint the level of compensation offered by the landlord for the handling of an increase to the resident’s rent.
London & Quadrant H T (201908371)
The tenant has complained that: The landlord took too long to investigate their reports of damp. The landlord has not completed all the repairs that resulted from the reports of damp.
London & Quadrant Housing Trust (202001323)
The complaint is about: The landlord’s administration of the resident’s rent account The landlord’s complaint handling
London & Quadrant H T (201909582)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (‘ASB’) from her neighbour.
London & Quadrant H T (202003850)
The complaint is about: Transparency of information provided by the landlord concerning the freehold of the building which the resident owns a property in The information provided by the landlord regarding cladding on the building which the resident owns a property in The landlord’s complaint handling
London & Quadrant Housing Trust (202000557)
The complaint refers to: The Resident’s concerns in relation to the level of her service charge. The Landlord’s explanation of the Resident’s service charge. The Landlord’s complaint handling of this matter.
London & Quadrant Housing Trust (202012424)
The complaint concerns how the landlord handled the resident’s charges for energy usage.
London & Quadrant Housing Trust (201915906)
The complaint is about the landlord’s: response to the resident’s reports of uneven floors at the property, complaints handling.
London & Quadrant Housing Trust (202000112)
This complaint is about the landlord’s response to the resident’s concerns about the Energy Supply Agreement it sent to their solicitor during the purchase of their property.
London & Quadrant Housing Trust (202014377)
The complaint is about the payability and reasonableness of the service charges at the property.
London & Quadrant Housing Trust (202001024)
The complaint concerns how the landlord handled the resident’s request to amend her joint tenancy after her ex-partner left the home.
London & Quadrant Housing Trust (202100892)
The complaint concerns the landlord’s handling of: repairs to resolve a leak in the roof of the building, and; the resident’s request to receive a copy of a surveyor’s report following an inspection of the building.
London & Quadrant Housing Trust (202011249)
REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202013643)
The resident has complained about the following issues: That service charges for maintaining and operating a door entry system are too high. That the landlord cannot, or should not, recharge her for the full cost of this item.
London & Quadrant Housing Trust (202105318)
The complaint refers to: The landlord’s handling of the resident’s reports of damp and mould in the property. The landlord’s handling of the resident’s concerns regarding overcrowding and her request to be transferred.
London & Quadrant Housing Trust (202104947)
The complaint is about how the landlord handled the resident’s request to assign his tenancy. The Ombudsman has also investigated the landlord’s complaint handling in relation to the above matter.
London & Quadrant Housing Trust (202016813)
The complaint is about the landlord’s handling of the resident’s concerns regarding his ceiling and report of a water leak.
London & Quadrant Housing Trust (202015446)
The complaints are about the landlord’s: Handling of repairs to the communal water supply pipe valves. Response to the resident’s reports of repair following an escape of water. Response to leaks within the resident’s block. The Ombudsman has also investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (202003307)
The complaint is about the landlord’s response to the resident’s: request to succeed her late father’s tenancy. concerns about the condition of her late father’s property. concerns about repairs at her property including damp and mould.
London & Quadrant Housing Trust (202017302)
The complaint is about: the landlord’s handling of the resident’s report of a faulty boiler. the landlord's complaint handling.
London & Quadrant Housing Trust (202012533)
This complaint is about the level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling repairs and the resident’s subsequent complaint.
London & Quadrant Housing Trust (202015723)
The complaint is about the landlord’s response to the resident’s: report of a water leak into her property. associated complaint.
London & Quadrant Housing Trust (202015115)
The complaint is about: The landlord’s handling of the resident’s reports of repairs to her front garden brick wall. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202014974)
The complaint is about: The landlord’s handling of the resident’s application for re-housing. The landlord’s associated complaint handling. The landlord changing its housing allocation policy.
London & Quadrant Housing Trust (202105179)
The complaint is about the landlord’s handling of: repairs to the resident’s rear door and stairway handrail. the resident’s request to be reimbursed for additional heating costs associated with the rear door repair.
London & Quadrant Housing Trust (202014685)
This complaint is about the landlords handling of the resident’s: Reports of overgrown trees depositing debris in his garden. Reports of boiler repairs in October 2020. Request for assistance with the costs of home improvements/disability adaptations. Subsequent formal complaint. Reports of the effects the boiler and tree issues had on his health.
London & Quadrant Housing Trust (202002452)
This complaint is about the landlord’s handling of the resident’s request for a reimbursement of inaccurate service charges she paid in 2016/17 and 2017/18.
London & Quadrant Housing Trust (202112196)
REPORT COMPLAINT 202112196 London & Quadrant Housing Trust 19 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202007908)
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
London & Quadrant Housing Trust (202102187)
The complaint is about the level of compensation the landlord offered the resident for repair delays.
London & Quadrant Housing Trust (201800178)
The resident is complaining about the landlord’s handling of repairs in their property.
London & Quadrant Housing Trust (202103724)
The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled out of the purchase of her property.
London & Quadrant Housing Trust (202015465)
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
London & Quadrant Housing Trust (202012367)
The complaint is about the landlord’s: Response to the resident’s concerns over fire safety in her property. Response to the resident’s reports of antisocial behaviour (ASB) from her neighbours. Associated complaint handling.
London & Quadrant Housing Trust (202102841)
The complaint is about the level of rent at the property.
London & Quadrant Housing Trust (201912002)
The complaint is regarding: The landlord’s handling of repairs to the resident’s underfloor heating system and its subsequent offer of compensation. The landlord’s decision to offset some of the compensation awarded to the resident against her rent arrears. The landlord’s complaint handling.
London & Quadrant Housing Trust (202007527)
The complaint is about: the landlord's response to the resident’s reports of cracks and subsidence at the property and the back door not closing properly. The landlord’s complaint handling.
London & Quadrant Housing Trust (202009045)
The complaint refers to: The landlord’s handling of repairs following a leak from the roof of the resident’s building. The landlord’s response to the resident’s request for compensation for distress and inconvenience and costs incurred as a result of the leak. The resident’s request for his rent to be reimbursed and concerns about service charge increases. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202003890)
This complaint is about: The landlord’s response to the resident’s reports of issues with parking at this property. The landlord’s response to the resident’s request that the windows in his bathroom and kitchen be replaced. The landlord’s response to the recommendations made in an inspection of mould in the resident’s flat, in January 2020, and saying that the mould in the resident’s property was due to the resident’s lifestyle. The landlord advising the resident that he did not have sole use of the garden at his property and that a fence he installed may have to be replaced. The landlord’s complaint handling.
London & Quadrant Housing Trust (202002368)
The complaint refers to: The landlord’s response to the resident’s reports of a water leak into her property. The resident’s concern that she should be paying her service charge directly to the managing agent of the building instead of the landlord. The resident’s concerns about the level of her service charge. The resident’s complaint to the managing agent of the building. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202013618)
The complaint is about the landlord’s: Response to the resident’s concerns that it removed her bikes from the bike shed without her consent or notice. Complaint handling.
London & Quadrant Housing Trust (202001937)
The complaint is about the landlord’s:
London & Quadrant Housing Trust (202000245)
The complaint refers to: The landlord’s introduction of a communal caretaking service and service charge for this. The resident’s concerns about the level of service charge and her request for this to be removed. The resident’s concerns about the frequency and standard of service received. The landlord’s handling of the associated complaint.
London & Quadrant Housing Trust (202104345)
The complaint is about: the level of service charge for ground maintenance. the landlord’s response to the resident’s reports of services not provided.