London & Quadrant Housing Trust — case 202342892

Decision Case ID 202342892 Decision type Investigation Landlord London & Quadrant Housing Trust Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background In February 2024 the resident reported the reappearance of a water stain on the ceiling of their boiler cupboard. They were concerned this was evidence that a previous leak had reoccurred again. The resident subsequently complained to the landlord about its handling of their report. The landlord issued its final response on 31 October 2024.

At that time it had inspected the area and confirmed there was no evidence of an ongoing leak. It considered the most likely explanation for the stain reappearing was that previous attempts to stain block the area had not been completed correctly. The resident has since told us the landlord has not carried out any further works to treat the stained area. What the complaint is about The complaint is about the landlord’s handling of the resident’s report of a water stain in their boiler cupboard.

Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right. Reasons In its final response the landlord had offered £50 compensation in recognition of delays in its complaint handling. It had not offered any redress for its handling of the resident’s report of the water stain. We spoke to the resident who said they wanted the landlord to fix the stained area. They also felt they should be paid compensation to recognise the distress and inconvenience they had experienced while waiting for it to resolve their issue.

We contacted the landlord on 24 November 2025 and provided it with a summary of our understanding of the complaint. We explained the resident was seeking to resolve their complaint. Following our intervention, the landlord agreed to pay the resident an additional £200 compensation. It also agreed it would carry out appropriate works to treat/repair the affected area. Subject to the landlord providing the agreed resolution, we are satisfied the complaint is 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 the agreed £200 compensation. If it has not already done so, also pay the £50 compensation offered in its final response. Arrange to complete works to treat/repair the stained area within 6 weeks. The landlord should provide documentary evidence that it has paid the compensation to the resident and has completed the work.