London & Quadrant Housing Trust (202348278)

Background

1. The resident complained to the landlord on 12 February 2024 that it had not repaired lights in the communal car park as it had agreed to do.

What the complaint is about

2. The complaint is about the landlord’s handling of repairs to communal car park lights.

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. At the end of the complaints process the landlord agreed to carry out the repairs to the communal car park lights. The landlord replied to the resident’s escalated complaint outside of the timescale permitted in its complaints policy. The repairs were completed 7 weeks after the resident first raised the matter, which was outside of the landlord’s repair policy timescale of 25 days.
5. The resident remained dissatisfied with the landlord’s handling of repairs, and he asked us to investigate his complaint.
6. We contacted the landlord on 16 April 2026 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.
7. Following our intervention the landlord offered to apologise and pay £150 compensation to the resident for the delayed complaint response and repairs. Both parties agreed to this as a resolution to the complaint.
8. 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 our intervention on the basis the landlord follows our recommendations.