Read our new Corporate Strategy 2025-30 and Business Plan 2025-26.

London & Quadrant Housing Trust (L&Q) (202419794)

Back to Top

 

REPORT

COMPLAINT 202419794

London & Quadrant Housing Trust (L&Q)

7 April 2025

 

Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and help in reaching an agreed settlement.

The complaint

  1. The complaint is about the landlord’s handling of the resident’s reports of pest infestation.

Determination

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident is an assured tenant of a flat owned by the landlord.
  2. The resident reported a pest infestation on 15 August 2023, stating she saw mice running in the kitchen. The landlord’s pest control team inspected the property on 23 August 2023, finding a large gap around a pipe and droppings under the units. The landlord baited the area and scheduled a follow-up visit. It returned in September and October 2023 to complete follow-up works.
  3. On 17 May 2024 the resident made a formal complaint, expressing dissatisfaction with the landlord’s handling of the ongoing pest problem. The landlord responded the same day, apologising and upholding her complaint. It assigned a job to its contractor to inspect the property and promised to keep in contact with her regarding the required works.
  4. The resident expressed frustration over the lack of updates and reported seeing mice on the countertop on 22 May 2024. On 24 May 2024 she reported that the landlord’s contractor attended the property. Although the contractor found no visible holes it confirmed a mice infestation. She described the situation as unhygienic and unacceptable.
  5. The resident remained dissatisfied due to the lack of progress and communication. She requested to escalate the complaint to stage 2 of the landlord’s complaints process on 7 June 2024. In its stage 2 complaint response on 7 August 2024, it confirmed that its contractor attended the property on 16 July 2024. It sealed holes under the kitchen cupboard. It raised a new job to inspect and bait the whole property. It apologised for the delay in resolving the issue and offered £115 total compensation, comprising of £85 for distress and inconvenience and £30 for complaint handling.
  6. In September 2024 the landlord inspected the kitchen cupboards and identified potential entry points for mice. It removed the units to access the boxing, sealed holes with wire wool and silicone, and refitted the backboard. It also noted that the plinth was cracked and needed replacement. However, the resident continued reporting the presence of pests in the property. She sent the landlord picture and video evidence of mice in the property. She wanted the landlord to take down the cupboards in the kitchen and block the holes behind them which she believed were the access points for the mice.
  7. During discussions with the resident on 1 April 2025, she explained to us that she would be satisfied if the landlord removed the cupboards and sealed the holes behind them. She also requested that it completed any other necessary proofing works. Consequently, we contacted both parties on 1 April 2025 to propose resolving the complaint by scheduling a date for the proofing works.
  8. On 4 April 2025 the resident informed us that the landlord had completed all the proofing works. She confirmed that she was very happy with the results. Furthermore, it offered her additional compensation of £2040 for distress and inconvenience.
  9. Paragraph 53 (c) of the Housing Ombudsman Scheme states that: “The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.”
  10. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

  1. It is recommended that the landlord confirms to the Ombudsman that the resident has received the £2040 compensation it offered her within 4 weeks of the date of this decision.

 

 

 

 

Chat to us