London & Quadrant Housing Trust (202524733)

Decision
Case ID	202524733
Decision type	Investigation
Landlord	London & Quadrant Housing Trust
Landlord type	Housing Association
Occupancy	Assured Tenancy
Date	5 May 2026

Background

1. The resident complained to the landlord in 2023 about the condition of her windows, doors, electrics, and mould. The landlord responded and agreed to consider a rehousing application. The resident did not refer this complaint to us. Instead, she complained again to the landlord about the same issues on 26 September 2024 and mentioned damp. She also raised concerns about its handling of her rehousing request. The resident told the landlord she has a heart condition, insomnia, and post-traumatic stress disorder.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s concerns about:
   1. The property condition including:
      1. Windows and doors.
      2. Electrics.
      3. Damp and mould.
   2. Rehousing.
3. We have also considered the landlord’s complaint handling.

Our decision (determination)

4. We have found that there was:
   1. Maladministration in the landlord’s handling of the resident’s concerns about the property condition.
   2. Service failure in the landlord’s handling of the resident’s concerns about rehousing.
   3. Reasonable redress in the landlord’s complaint handling.

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

Summary of reasons

The landlord’s handling of the property condition

5. There were unreasonable delays in the landlord chasing its contractor for window and door repairs. It failed to show it assessed the condition to see if it could offer any repairs in line with the resident’s tenancy agreement. We cannot be satisfied it acted in line with its repairs policy, its damp and mould policy or its property access policy. While it paid the resident compensation up to its stage 1 complaint response this was insufficient to remedy the ongoing failures after this.

The landlord’s handling of rehousing concerns

6. The landlord failed to show it acted in line with its transfer policy during the complaint process and did not acknowledge this.

The landlord’s complaint handling

7. While there was a delay in the landlord responding at stage 1 of its complaint process it apologised for this and paid reasonable compensation.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: the apology is provided by a senior person the apology is specific to the failures identified in this decision, meaningful and empathetic it has due regard to our apologies guidance	No later than 02 June 2026
2	Compensation order   The landlord must pay the resident £850 made up of: £800 to recognise the distress and inconvenience caused by its handling of the resident’s concerns about the property condition (inclusive of the £490 it previously offered) £50 to recognise the distress and inconvenience caused by its handling of her concerns about rehousing This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. The landlord may deduct from the total any payments it has already made relating to these specific issues.	No later than 02 June 2026
3	Inspection order   The landlord must contact the resident to arrange an inspection of the windows and doors. It must take all reasonable steps to ensure it completes the inspection by the due date. The inspection must be completed by someone suitably qualified to complete an inspection of the type needed. If the landlord cannot gain access to complete the inspection it must let us know. It must provide us with documentary evidence of its attempts to inspect the property no later than the due date.   What the inspection must achieve The landlord must ensure that the surveyor inspects the windows and doors of the property and produces a written report with photographs The survey report must set out: whether the property is fit for human habitation and whether there are any hazards the most likely cause of any defects to the windows and doors whether the landlord is responsible to repair or resolve the issue together with reasons where it is not responsible a full scope of works to achieve a lasting and effective repair to the issue (if the landlord is responsible) the likely timescales to commence and complete the work, including any replacements and updates whether temporary alternative accommodation is necessary either because of the condition of the property or during the works	No later than 02 June 2026
4	Rehousing The landlord must write to the resident with details of her rehousing options. In this it must state if she would qualify for a priority on its choice-based lettings scheme or a management move, with reasons. It must provide us with a copy of this letter by the due date.	No later than 2 June 2026

Our investigation

The complaint procedure

Date	What happened
26 September 2024	The resident complained about the length of time the landlord said it would take to replace the windows and doors at the property. She referred to faulty electrics and damp and mould and complained the landlord had not responded to her rehousing request.
29 November 2024	The landlord issued its stage 1 complaint response and said: it asked for work to be carried out by its contractor relating to the window and doors, and would oversee this to completion it agreed to raise a job for the electrics and damp and mould as a gesture of goodwill it agreed to assess the property to find the cause of the damp and mould and to complete a mould wash it agreed to a regional housing manager contacting her about rehousing within the next 2 weeks and suggested the option of a mutual exchange it accepted it could have completed repairs more quickly and its communication could have been more effective it offered the resident £530 made up of £390 for distress and inconvenience £100 was for time and trouble, and £40 for a delay in its complaint handling
21 July 2025	The resident escalated her complaint as she felt the landlord had not delivered on its promises.
18 August 2025	The landlord issued its stage 2 complaint response and said: it had made a referral for a surveyor to visit to resolve the issues with the windows and doors it would know the likely timescales for this work after their visit it made a referral to its healthy homes service regarding the damp and mould it accepted it had not contacted the resident about rehousing and sent her a link to obtain information on her options it could not agree to offer any additional compensation but agreed to continue with any outstanding actions and update the resident she could make a claim for any damaged belongings on her home contents insurance or through its insurer if she felt the landlord was at fault
Referral to the Ombudsman	The resident told us that the landlord paid her the £530 it offered her in its stage 1 complaint response. She also said it completed repairs to the electrics in November 2025 and the guttering to resolve the damp and mould in March 2026. The resident said repair or replacement of the windows and doors is outstanding and she wants them replaced. She also said she wants the landlord to rehouse her and pay more compensation.

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	The landlord’s handling of the resident’s concerns about the property condition.
Finding	Maladministration

Windows and doors

8. The landlord told the resident on 27 November 2023 to contact it to book window and door repairs as it had not heard from her. While it completed a job to adjust and seal the front and rear doors on 19 December 2023 it did not address the windows. As this work was a temporary measure it would have been appropriate for the landlord to have arranged more permanent repairs.
9. It said the resident refused access 4 times between 28 June 2024 and 22 August 2024. Landlords ought to follow procedures to obtain access where a resident repeatedly denies this. Its property access policy required it to escalate matters where a resident denies access more than 3 times. As the landlord failed to follow this policy by escalating the issue we cannot be satisfied it acted reasonably.
10. It took the landlord 146 working days to contact the contractor from the resident’s complaint (26 September 2024 to 25 April 2025). This was an unreasonable length of time considering the ongoing nature of the defects and the security concerns the resident had. The landlord said there were further delays in attending because the resident failed to allow access 5 times between 15 May 2025 and 18 July 2025. The landlord did not act appropriately as it did not follow its property access policy and escalate this.
11. The landlord told the resident on 18 August 2025 it needed to make a referral to its surveyor to assess the windows and doors. While this was appropriate and in line with its contractor’s recommendation it is unclear when it made this referral which is a record keeping failure. However,it asked its major works team on 10 November 2025 if it could add the resident’s windows and doors to its programme.
12. It told us recently that it will likely replace the windows and doors in 2 years as planned works. While this is in line with its repairs policy it did not show it considered if there are any repairs it can complete pending their replacement.
13. Under the resident’s tenancy the landlord was responsible for keeping in repair the windows and doors. It needed to assess the condition of these to decide if there are any temporary repairs it could do but it did not. It also failed to show it updated the resident on a proposed timescale of the planned work or that it effectively managed her expectations over this. We cannot be satisfied that it acted reasonably.

Electrics and damp and mould

14. The resident complained about faulty electrics and damp and mould on 26 September 2024. Its repairs policy required it to respond to emergencies, like electrical faults, within 24 hours. Its damp and mould policy required it to assess the property within 20 working days of a report.
15. The landlord explained that it had not had any reports regarding the electrics or any reports about damp and mould in over 12 months. It raised a new job concerning the electrics and mould on 26 November 2024 which was 2 months after the complaint. This was not in line with its repair policy or its damp and mould policy.
16. The landlord said the resident refused access 4 times between 10 December 2024 and 7 May 2025 to look at the electrics. However, we have not seen it escalated this and so we cannot be satisfied it acted in line with its property access policy. The resident told us the landlord repaired the electrics in November 2025, although the landlord’s records do not confirm this. The landlord completed a light repair on 27 January 2025. It also reinstated a plug on 21 July 2025. Overall, given the records and the failure to escalate the non-access we cannot be satisfied that it acted reasonably.
17. The landlord said the resident refused it access on 30 December 2024 to deal with the mould. It did not follow this up or complete a mould wash until 20 August 2025. The landlord recommended work to the gutters, facia, and soffit on 27 August 2025 to help prevent damp and mould. The landlord completed some roof and guttering work on 23 September 2025 which was in line with its repairs policy. However, it did not assess the standard or adequacy of this work until it completed a damp and mould inspection on 25 November 2025. Following this inspection, it raised additional jobs to the gutter and brickwork on this day and completed a mould wash 2 days later.
18. It took the landlord 227and295working days respectively after the resident’s complaint to complete a mould wash and damp and mould inspection.This was not in line with its damp and mould policy which required an inspection within 20 working days.
19. The landlord completed the inspection after new legislation called Awaab’s law came into force (27 October 2025). This applies to social landlords who have notice of damp and mould after this date. It was on notice of the mould and needed to take extra steps to comply with the new legislation.
20. These included consideration of if there was any potential emergency or significant hazard caused by the mould. It also needed to consider if the household had health conditions which made them more vulnerable to damp and mould and if temporary accommodation was needed. We cannot be satisfied it acted in line with its obligations under Awaab’s law as it did not complete these assessments.
21. It completed the guttering and brickwork on 24 March 2026, 82 working days after its damp and mould inspection but without it offering updates. This was not in line with its damp and mould policy. This required it to be clear on timescales and to update the resident throughout.
22. The landlord said in its stage 2 complaint response it would raise referrals for the outstanding work to the windows, doors, damp, and mould. It also agreed to update the resident on the work. However, while it raised referrals it failed to update or manage the resident’s expectations over the work. This was not in line with the promise it made in its response.
23. While the landlord paid the resident £490 for its failures in dealing with the property this was only up to its stage 1 complaint response. This did not consider any failures past November 2024. We cannot be satisfied the landlord completed repairs to the electrics in line with its repairs policy. The landlord was aware of reports that the mould affected the breathing of the resident’s son and she had chest infections.
24. However, it took it 18 months to resolve the damp and mould (24 March 2026) from the complaint. The repairs of the windows and doors are still outstanding without evidence the landlord has assessed this impact of this on the household. This includes whether their condition amounts to a hazard or have contributed to other possible hazards like cold or damp and mould.
25. These failures likely caused the resident distress and inconvenience. This was likely increased by her vulnerabilities, concerns for her safety, and the cumulative impact of it failing to address ongoing repairs. The evidence shows she refused access at times. While this likely affected the landlord’s ability to complete work it was responsible for obtaining access by following its no access procedures which it failed to do.
26. Considering this failure and the likely enhanced distress and inconvenience the resident experienced it would be appropriate for it to offer more compensation. We have ordered the landlord to make an apology and to pay the resident £800, inclusive of its previous offer. This is in line with our compensation guidance where we have found failure that had a significant impact on the resident. The amount also reflects the distress the resident likely experienced after November 2024 which was likely increased by the factors discussed.
27. The resident told us that the damp and mould damaged her personal belongings, including carpets and curtains. The landlord told her she could bring a claim against its own insurer. This was in line with its compensation policy.
28. The resident told us she was unable to use her back bedroom until March 2026 after the landlord resolved the damp and mould. There were patches of mould in the bedrooms and bathroom. While we have seen there was mould present, we have not seen evidence that the bedrooms or property were inhabitable. She also told us that she incurred higher heating costs but has not provided evidence which shows this was related to the windows and doors. We have not made any order relating to this.
29. We have not made any orders relating to the electrics or damp and mould as the resident told us the landlord resolved these. As the windows and door repair or replacement are outstanding, we have ordered the landlord to inspect for potential repairs. We have also ordered it to write to the resident with an update on when it will replace them and to agree a frequency of updates.

Complaint	The landlord’s response to the resident’s concerns about rehousing
Finding	Service failure

30. The resident complained that the landlord had not responded to her rehousing request. The resident told us she requested rehousing because the police released an alleged perpetrator of a crime against her to a nearby property. The landlord accepted that it had not contacted her about her request and sent a link to her about her options.
31. However, we have not seen that it considered if the resident would qualify for a move in line with its transfer policy. This policy allowed for moves through its choice-based lettings scheme or by way of a direct management offer. We cannot be satisfied it acted in line with its transfer policy which required it to consider these.
32. While consideration of her options may not have led to rehousing its failure to engage with this in the complaint procedure likely caused distress. We have ordered an apology and ordered the landlord to contact the resident about her rehousing options. We have also ordered the landlord to pay the resident £50 for this service failure, this is in line with our compensation guidance. This allows for payments of this amount where the failure may not have affected the overall outcome and was of minimal impact.

Complaint	The landlord’s complaint handling
Finding	Reasonable redress

33. The landlord’s complaint policy at the time of the complaint complies with the definition of a complaint in our Complaint Handling Code (April 2024). The timescales in the landlord’s complaint procedure complied with the Code.
34. The landlord acknowledged the resident’s complaint and escalation at both stages of its procedure in line with its complaints policy. It responded to the complaint at stage 2 of its complaint process in line with its policy. In contrast it took 46 working days to respond to the complaint at stage 1, against a target of 10 working days. It apologised for this delay during the complaint process and paid the resident £40 for its complaint handling. This was an appropriate remedy to put things right considering its compensation policy and our compensation guidance.

Learning

35. Our learning from severe maladministration report (August 2025) contains some useful learning on handling major works, like window replacements. Our severe maladministration report (December 2025) also offers useful learning from window and door complaints (pages 18 to 22). There is often a connection between window and door repairs and damp, mould, and cold hazards.
36. It is vital that landlords risk assess the household, considering any vulnerabilities, against these hazards and take timely action. Where there are delays our spotlight report on repairs (2019) recommends landlords communicate the reason for these and what it intends to do, including any mitigation. In this case the landlord failed to consider the application of Awaab’s law.  Our learning hub offers important learning for landlords following the introduction of this law to help identify when and how it should be applied.

Knowledge information management (record keeping)

37. The landlord’s record keeping was good although it did not provide evidence of when it made its referral to a surveyor.

Communication

38. The landlord’s communication was lacking, in terms of updates, offering reasons for any delays, and explaining likely timescales for work.