London & Quadrant Housing Trust (202504303)

Decision
Case ID	202504303
Decision type	Investigation
Landlord	London & Quadrant Housing Trust
Landlord type	Housing Association
Occupancy	Assured Tenancy
Date	21 April 2026

Background

On 23 October 2024 the resident complained to the landlord. They said the ceiling in their child’s bedroom had partially collapsed after a leak from the property above. The landlord had attended to board the area and make it safe. The resident was unhappy the landlord said it would not be able to complete a full repair until January 2025.

What the complaint is about

The complaint is about the landlord’s handling of repairs to the resident’s ceiling.

Our decision (determination)

The complaint was resolved with our intervention.

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

Summary of reasons

The landlord’s final complaint response was issued on 4 March 2025. At that time, the ceiling repair was still outstanding. It offered £650 compensation for the distress and inconvenience caused by its delay to complete the repair. It said it would attend on 24 March 2025 to complete an asbestos check. Following this, it would complete the ceiling repair.
The resident told us the landlord had still not repaired the ceiling. To resolve the complaint they wanted the landlord to complete the actions it said it would do.
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.
Following our intervention, the landlord said it would pay the resident a further £500 compensation. It committed to complete the repair of the resident’s ceiling within 4 weeks. Both parties agreed to this as a resolution to the complaint.
We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
Subject to the landlord completing the agreed actions, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

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

Our recommendations
The landlord should now: Pay the resident a total of £1150 compensation which comprises the £650 it offered during the complaints process and an additional £500 for the distress and inconvenience caused by further delays. Complete a full and lasting repair of the ceiling. The landlord should, within 4 weeks, provide us with documentary evidence that it has completed the above actions. The landlord may deduct from the compensation amount the £650 previously offered if this has already been paid.

Our recommendations

The landlord should now:

Pay the resident a total of £1150 compensation which comprises the £650 it offered during the complaints process and an additional £500 for the distress and inconvenience caused by further delays.
Complete a full and lasting repair of the ceiling.

The landlord should, within 4 weeks, provide us with documentary evidence that it has completed the above actions. The landlord may deduct from the compensation amount the £650 previously offered if this has already been paid.