London & Quadrant Housing Trust (202523865)

Background

1. The resident first reported a balcony leak in April 2023 and damp and mould in the bedroom in February 2024. All repair works were completed in May 2025. The resident felt the compensation award was unfair as it combined 2 separate repair issues and did not reflect the full duration of the balcony leak.

What the complaint is about

2. The complaint is about the amount of compensation offered by the landlord for its handling of damp and mould repairs and repairs to the balcony.

Our decision (determination)

3. There was maladministration in the landlord’s handling of the compensation offered for repairs relating to damp and mould and the balcony.

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

Reasons

4. The landlord’s repair policy states that it is responsible for repairs to balconies. Routine repairs will be completed within an average timescale of 20 calendar days.
5. The resident reported damp and mould in February 2024. The landlord acknowledged delays in carrying out remedial works and accepted that the issue remained unresolved for a prolonged period. Compensation was awarded to reflect distress, inconvenience, and time and effort over a 15‑month period. In this case, the landlord applied a monthly rate of £40 per category for distress, inconvenience, and time and effort. This approach is consistent with the policy, as it reflects a graduated monthly assessment rather than a flat or arbitrary amount, and links compensation directly to the length of time the failures persisted. We consider that this element of the award was calculated in line with the landlord’s compensation policy and reasonably reflects the impact of the delays.
6. Although the landlord stated at stage 2 that the balcony issue was first reported in June 2024, its repair records show that the leak was initially reported on 19 April 2023, with further reports made in July and September 2023. By relying on an incorrect start date, the landlord materially understated both the duration and the recurring nature of the problem. In addition, the repair log does not specify what remedial works were undertaken to the balcony between April and December 2023, noting only that investigations were “completed”. As such, the evidence does not demonstrate that a lasting resolution was achieved and instead suggests that earlier repairs were ineffective.
7. The landlord awarded a total sum of £1,900 for both issues. While it was entitled to offer a single compensation award, its policy requires proper consideration of the duration, seriousness, and impact of each service failure. Damp and mould and the balcony leak were separate issues with different timelines and repair histories. The landlord’s assessment did not adequately reflect the prolonged and repeated nature of the balcony leak or the cumulative inconvenience caused to the resident.The resident also notedthat the landlord was aware of her daughter’s respiratory health issues, which should have been taken into account when determining the level of compensation.
8. Overall, the compensation awarded did not fully reflect the landlord’s failures in relation to the balcony leak. We have therefore awarded additional compensation to reflect the period between April and December 2023, allowing for the landlord’s routine repair policy timescales. In calculating this amount, we have applied the landlord’s own rate of £60 per month for the single balcony issue, applied over 6 months.
9. When assessing compensation in line with our guidance, we consider both the length of time and the impact on the resident. In this case, the duration and impact were significant. The landlord was aware of the resident’s daughter’s health conditions and the prolonged effects of penetrating water resulting from the balcony leak. Matters of this nature would ordinarily be considered severe maladministration. However, the substantial compensation already awarded by the landlord has prevented a finding of severe maladministration, while still warranting an increased level of compensation.

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.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.