London & Quadrant Housing Trust (202334890)

Background

1. The landlord was aware of a damp bedroom wall at the resident’s property since November 2022. It inspected the wall and carried out some works over the next year. The resident complained to the landlord on 6 December 2023 as she said the wall was still damp.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s reports of a damp bedroom wall.

Our decision (determination)

3. The complaint has been resolved with our intervention.

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

Summary of reasons

4. The landlord’s records show it inspected the property and carried out some repairs to the damp bedroom wall after the resident had reported it. The landlord apologised for the delays in taking action in its complaint responses and offered £980.57 compensation, which included £221.57 for the loss of use of the bedroom. The resident remained dissatisfied and asked us to investigate its handling of her complaint.
5. We contacted the landlord on 27 October 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint.
6. Following our intervention the landlord accepted that it had incorrectly calculated the compensation due to the resident for the loss of use of the bedroom. The landlord agreed to apologise to the resident, increase the overall compensation payment to £2,137 (including the revised figure of £1,228 for loss of use of the bedroom) and £150 additional compensation for its calculation error. The landlord also agreed to inspect the resident’s bedroom wall again to check if rendering and drainage is required. Both parties agreed to this as a resolution of the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint satisfactorily.

Putting things right

Recommendations

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