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London & Quadrant Housing Trust (202343322)

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Decision

Case ID

202343322

Decision type

Investigation

Landlord

London & Quadrant Housing Trust

Landlord type

Housing Association

Occupancy

Leaseholder

Date

3 February 2026

Background

  1. The resident pays a variable service charge. In September 2023, she raised queries about her charges. While the landlord responded, she was unhappy with the explanations it gave and with some of the charges. She remained dissatisfied with the landlord’s final response regarding charges for door entry repairs and the cleaning and grounds maintenance services.

What the complaint is about

  1. The complaint is about the landlord’s handling of the resident’s queries about her service charges.

Our decision (determination)

  1. The complaint was resolved with our intervention.

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

Summary of reasons

  1. Through its complaint process, the landlord resolved the resident’s dissatisfaction with its explanation of service charges for energy use and communal heating.
  2. The resident told us she remained dissatisfied with its explanations of its cleaning and grounds maintenance charges. She was also dissatisfied with its explanation of why it had included the cost of some door entry system repairs in the service charge.
  3. We proposed the landlord settle the complaint by writing to the resident to give further explanation of the cleaning and grounds maintenance services and pay her £112 compensation. Both parties agreed this as a resolution to the complaint.
  4. In our view the actions agreed will resolve the complaint satisfactorily.

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.

Recommendations

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

Our recommendations

Write to the resident, within 4 weeks, to explain what the cleaning and grounds maintenance services include. This should include setting out which areas are cleaned, frequency of cleaning visits and what cleaning is done, which areas of grounds are maintained, frequency of visits and what maintenance is done e.g. grass cutting, litter picking etc.

Pay the resident £112 compensation, within 4 weeks.

The landlord should provide us with documentary evidence that it has paid the compensation to the resident.