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L&Q
British housing association From Wikipedia, the free encyclopedia
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L&Q (London & Quadrant Housing Trust) is a housing association operating in Greater London, the South East, East Anglia, and parts of the North West (under its subsidiary company Trafford Housing Trust). L&Q's registered office is based in Stratford.[1] Quadrant Housing Association, one of its original forebears, was established in 1963. L&Q is one of the largest housing associations in England. As of 2021, the company owns/manages in excess of 120,000 homes, housing c250,000 residents. It has faced significant criticism in recent years for service failures, including poor maintenance, prolonged disrepair, and handling of complaints. A 2023 Housing Ombudsman report found “severe maladministration,” and the organisation was criticised for sharp increases in service charges, which in some cases rose by over 40%. These issues have led to parliamentary scrutiny and public rebukes from government ministers.[2][3][4]
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History
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The Quadrant Housing Association was founded by Rev Nicolas Stacey, a Church of England priest who later became head of Social Services for Kent County Council, and Gospatric Home, a former British Army Major and entrepreneur.[5][6][7]
Home chaired the 1958 Club, a dinner society of young bachelors working in the City of London. He invited Rev. Stacey to give a talk on homelessness to the club. This inspired the pair to form a committee to take action, which raising an initial £64 from 32 shares bought by each of the Club members for £2.[8] This sum was used to found Quadrant Housing Association, with Rev. Stacey as Chief Executive, and Home as Chairman.[9][8] The new housing association bought its first property, 2 Wrottesley Road, for £3,500 and invited a Mrs Cobb to move in.[9] Because they employed so few staff, in Home and Rev. Stacey had to find and interview potential social housing tenants themselves.[8]
In 1973 Quadrant joined forces with another association, London Housing Trust, which had been set up in 1967. The merged organisation was named London & Quadrant Housing Trust.
In 2011, London and Quadrant was criticised by Conservative Party politicians alleging that L&Q had misled the public and MPs over its plans for development on the site of the Walthamstow Stadium.[10]
In December 2016, London and Quadrant merged with the East Thames Housing Group.[11]
In February 2017, L&Q completed a deal to buy the private land company Gallagher Estates for £505 million from Tony Gallagher.[12]
An independent review conducted by Campbell Tickell in 2018 revealed maintenance of some of the company's properties had fallen below standards.[13]
The Times reported in 2019 the company owned 95,000 homes across London and the south-east.[14]
In 2019, L&Q acquired Trafford Housing Trust.[15]
In 2021, Fiona Fletcher-Smith was appointed Group CEO, replacing David Montague CBE.[16]
Quadrant Construction
In 2010, L&Q created an in-house construction practice, Quadrant Construction, which grew by 2016 to a £200m turnover business, making a £4m profit that was given back to the housing association. However, on 23 May 2017, L&Q announced a restructuring which would see Quadrant rebranded, with consultations starting about possible redundancies among the 200-strong workforce.[17]
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Controversies
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Service charges
L&Q has faced criticism over significant increases in service charges for shared‑ownership and leasehold residents. Reports indicate charges rose by 41% in one year—without clear justification—and in some cases payments equalled more than half of household income. The Housing Ombudsman upheld over 86% of complaints against L&Q in this area.[18]
Maintenance and property condition
In April 2025, residents of a Sidcup block managed by L&Q experienced a **12‑day water cut** due to delays in fixing a supply pipe, with inadequate communication and support, negatively affecting elderly and disabled tenants.[19]
Ombudsman findings and handling of complaints
A 2023 investigation by the Housing Ombudsman found evidence of “constant maladministration,” including tying compensation to confidentiality agreements and failing to comply with complaint‑handling regulations.[20]
Mutual exchange and rehousing issues
Reports emerged in April 2024 of residents moved via L&Q’s mutual exchange scheme into unsafe homes contaminated with asbestos, structural defects, and exposed wiring.[21] A separate case in February 2023 described a terminally ill mother living in temporary hotel accommodation for 15 months while repairs were delayed.[22]
Discrimination and staff conduct
In 2020, L&Q was ordered to pay £31,000 after a tribunal found it failed to address racial harassment by neighbours adequately.[23] In 2023, a staff member was terminated for posting “extremely racist and offensive comments” on social media.[24]
Treatment of disabled tenants
In 2025, the United Nations Special Rapporteur on the right to adequate housing made public a letter sent to L&Q management detailing their systematic failure to provide adequate housing, citing the case of a family of five who live in a one bedroom property owned by L&Q, who "experienced four ceiling collapses, as well as severe damp and mould that affected their health"[25]. This letter was featured in a number of media outlets[26][27][28]
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References
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