London & Quadrant Housing Trust (202332559)

Background

1. In or around September 2023 the resident reported a leak to her kitchen floor that had caused damage throughout the property. In the same month, the resident submitted a request for adaptations following an occupational health assessment. When the resident raised a complaint, the repairs and adaptations were outstanding. The resident told us most of the repairs and adaptations were completed after the complaint procedure, but the installation of a captive curtain remained outstanding as an adaptation.

What the complaint is about

2. The complaint is about the landlord’s handling of repairs and adaptations.

Our decision (determination)

3. The complaint was resolved with our intervention.

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

Summary of reasons

4. At the end of the complaints process, the landlord offered the resident £600 compensation.
5. We contacted the landlord and provided it with 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. This included delays in completing the works following the complaints procedure.
6. Following our intervention, the landlord offered to pay the resident a further £400 compensation and committed to completing the outstanding adaptation. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord installing the curtain and paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Recommendations

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.