London & Quadrant Housing Trust (202428079)
|
Case ID |
202428079 |
|
Decision type |
Jurisdiction |
|
Landlord |
London & Quadrant Housing Trust |
|
Landlord type |
Housing Association |
|
Occupancy |
Assured Tenancy |
|
Date |
20 November 2025 |
- The resident lives in a period property that is converted into 2 flats. She has raised concerns about the landlord’s handling of repair issues at the property over several years.
What the complaint is about
Our decision (determination)
- The complaint is not within the Ombudsman’s jurisdiction to investigate.
We have not made orders for the landlord to put things right.
Summary of reasons
- In summary, we have found that we have already investigated and determined this complaint under case reference 202410480.
Our investigation
The complaint procedure
|
Date |
What happened |
|
24 May 2024 |
The landlord issued a stage 2 complaint response to the resident’s complaint about subsidence, floor repairs, and a leak. |
|
9 October 2024 |
We asked the landlord to address the resident ongoing concerns about repair issues at the property. |
|
11 and 31 October 2024 |
The landlord issued a further stage 1 and stage 2 response to the resident about her ongoing repair concerns. It said a decant was now ready. It acknowledged that repair issues should have been addressed sooner. It awarded compensation of £1,830 in recognition of this. |
|
Referral to the Ombudsman |
The resident referred her complaint to the Ombudsman as she was unhappy that repair issues remained outstanding. |
|
28 February 2025 |
We issued our determination under case reference 202410480. We considered the resident’s concerns about the landlord’s handling of ongoing repairs. We ordered the landlord to pay further 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 |
Handling of repair issues including damp, mould, leaks, floor issues and cracks in walls |
|
Finding |
Outside jurisdiction |
- We may not consider complaints which raise again matters we have already decided upon. The resident’s complaint was considered by the landlord in October 2024. Following this, we determined her earlier complaint about the same repair issues. Our investigation (202410480) ordered the landlord to pay additional compensation to the resident to recognise the impact of unresolved repair issues. We also ordered it to provide the resident with a full schedule of repair work along with estimated timescales.
- Given the above, we are satisfied we have already determined this complaint during our earlier investigation of 28 February 2025.