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London & Quadrant Housing Trust (202424881)

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REPORT

COMPLAINT 202424881

London & Quadrant Housing Trust

26 September 2025


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s handling of the resident’s reports of repairs to the hot water at the property.

Background

  1. The resident is an assured tenant of the landlord. The resident lived at the property, a 3 bedroom house, from August 2014 to December 2024.
  2. On 28 May 2024 the resident reported a loss of hot water supply to the property.  The landlord attended, restored the hot water supply and recommended follow on work to replace the cylinder. The resident reported a further loss of hot water on 2 August 2024.
  3. The resident raised a complaint on 20 August 2024 about the hot water problems. She said she experienced problems with hot water since moving into the property in 2014 and the plumber told her a pressurised cylinder was needed when they attended in May 2024. She said her family were without hot water for 2 weeks.
  4. The landlord issued a stage 1 response on 29 August 2024. It apologised for the delay dealing with the reported repair and offered £50 for the inconvenience it caused. It said it arranged an appointment for 12 September 2024 to complete the repairs.
  5. The resident escalated her complaint on 29 August 2024. She said the landlord’s compensation offer was not enough to compensate for the poor communication, and inconvenience of travelling to relatives’ homes to wash due to the lack of hot water. She said it had not resolved the problem
  6. The landlord issued a stage 2 response on 25 September 2024. It acknowledged the delays and poor communication and said the landlord’s contractor ordered a part, and would be in touch with the resident to arrange to fit it. It offered to increase the compensation to £188 to take into account the inconvenience and loss of hot water.
  7. The landlord fitted a new cylinder and ball valve on 7 October 2024.
  8. The resident left the property by mutual exchange in December 2024. She said when she left, the hot water supply had been restored but low hot water pressure continued.
  9. The landlord told the resident it would send her a cheque for a further £120 compensation in September 2025.

How the complaint was resolved

  1. The resident told us, to resolve her complaint, she would be happy to accept a further £300 to recognise the impact of the delay resolving the hot water problems.
  2. We asked the landlord, and it agreed to offer the resident a further £300 compensation. This payment is in addition to the £188 it paid in September 2024, and the £120 it offered on 17 September 2025.
  3. Paragraph 53.c. of the Housing Ombudsman Scheme says:

“The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily”

  1. We are satisfied following our intervention the landlord took action to resolve the complaint satisfactorily.

Determination (decision)

  1.  In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the complaint was resolved with intervention.

Recommendation

  1. We recommend the landlord pays the resident the additional £300 compensation with 14 days of this decision, if it has not already done so. We found this case to be resolved with intervention on the basis it makes this payment.