London & Quadrant Housing Trust (202339471)

Background

1. 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.
2. 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

3. The complaint is about the landlord’s handling of roof repairs and the complaints.

Our decision (determination)

4. The complaint was resolved with our intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

5. At the end of the complaints process the landlord offered the resident £1,280.
6. 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.
7. 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.
8. We are therefore satisfied that, following intervention, the landlord has agreed to take action to remedy the matter.
9. 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.