As a Housing Association, I honestly believe they don’t know what they are doing. I rate L&Q about the level of incompetence as the DWP

Alarm

You would think after causing me major distress with my Damp & Door
L&Q would act like they cared, You would be wrong!

I return home yesterday Saturday 27th June 2015 to an alarm ringing in the shared hallway.

Saturday 27th June 2015 at 19:51 – I called L&Q Contractor has 4 hours to attend

Alarms been ringing all night I called L&QContractor, they will attend 29th June 2015

It’s a low beep, so does not matter! I can hear it in my flat!

Damp

Back in MAY I reported this to L&Q via twitter.

Few WEEKS later someone came and had a look..

It would appear that L&Q think a new paint job will fix the issue!

The door to the cupboard is rotten, the floor by the cupboard is swollen (meaning the underlay is damaged)
The REAL issue is the leak in the cupboard next door, you can feel the cold.

UPDATE

Again. With all this rain I could hear the running water when I went to check the mail. I can’t see the leak as L&Q only answer was to lock the door.
While out of sight might work for L&Q I’m sorry to say I’m a bit fussier.

UPDATE

@LQcontactus: The job I raised for you in August was closed and referred to a diff contractor as a roofer was reqd. I’ll update you asap. @danielmcmorrow

@LQcontactus: Jobs can be closed without being complete- in this instance, it was because we sent to a roofer, under a new job. @danielmcmorrow

This is an absurd practice, a ‘job’ should only be closed when it’s been fixed. If a new contractor needs to do something the ‘job’ should be reassigned. Creating a new job will restart the clock!

Under Right to repair scheme There is a time limit for repairs with a new call you lose the original date.

UPDATE

So… I’ve had…

On 27th October 2014, I got this from complaints@lqgroup.org.uk…

Dear Mr McMorrow,
Robert Clegg has kindly included us in the email below so that we are aware of the issues you are experiencing.
I have checked our database just this morning, and cannot see that your most recent concerns regarding damp in your home have been reported to us. Due to this, I have referred your email directly to your Area Surveyor Simeon Thompson, and have requested that an inspection is carried out. Following this inspection, Simeon will be able to confirm to you if this is, in fact, an issue with damp in your home, or condensation.
Please do ensure that any concerns regarding maintenance in your home, are reported directly to our L&Q Direct Team on freephone number 0800 015 6536. This way, we can arrange for the necessary works to be carried out for you without you needing to seek external advice.
Kind regards
Kerry Smith

On 30th October 2014 I responded. Have not got a response by 3rd November 2014 I sent this…

Hello,
As expected no response from complaints.
If your contractors arrive before the surveyor I will not let them fix the issue. This has been going on for 3 years my next email will be to my lawyer!

No Response, contractor turned up he did not have a clue! He had no idea why he was here or any understanding why you don’t put untreated wood in a wet room. According to him it just needs paint. Again no talk of mould treatment.

UPDATE

L&Q have booked in 12th November 2014 to come have a look. I responded with dismay at this – got the response…

Daniel,
That’s brilliant we will see you next Wednesday
Thank you

I’m going to count to a million, calm down and respond.
L&Q Letter 2014-11-06

UPDATE

This is now the THIRD case of mould/fungus.

UPDATE

@creatingplaces: If you missed it before, take a look at our Chief Exec’s video diary as he goes undercover as a caretaker #housingday http://t.co/ECF7NFWMPI

@danielmcmorrow: @creatingplaces wow more unqualified tits at L&Q. I’m not surprised.

Daniel, you’ve crossed the line with your last comment. I’m blocking you from @creatingplaces & will not respond to any more of your tweets.

My personal experience of their Chief Exec is that he’s useless. He’s an unqualified at being a caretaker. This is a fact. L&Q sent the WRONG contractor. For SIX weeks to fix my toilet. The sent a contractor the other day who did not understand why you don’t have wood in a wet room. So my experience is that L&Q don’t know what they are doing.

UPDATE

I’ve been accused by L&Q of “constant abuse”…

I’d like to address that. Firstly my aim is not to abuse anyone. But if anyone been abused it’s me, they left a disabled man without a toilet for a weekend! The damp/fungus in my bathroom has been ongoing for 3 years. Reported to L&Q 4th November 2011

L&Q are working to fix it – and I am grateful for that. But it should not take 3 years.

Door

So after the chaos cause with my wet room (witch I’ve had no apology for) Dump you would think L&Q would want to look good.

You would be wrong.

The Communal Door is a security door that is opened by a blue key fob. When I moved in a key-safe was installed for…

• Cares
• Care Link

If I have an emergency Care Link are to provide me assistance, however if that can’t get in, then what?

The Communal Door was first reported the L&Q on 23 Mar 2015 10:38
as of this morning (31st March 2015) it’s still broken!

The repair was raised in accordance with our policy and the target priority of the job requests that the contractor completes the job by 1 April 2015 (I had 2005 that was a mistake)

So clearly they take the responsibility of providing me a SAFE home very seriously

On our communal repair section of the system, a Mrs XXXXX (resident) reported the repair on the 25th March, Claire in Customer Service

It was raised under an urgent repair priority, which allows 5 working days to complete the work.
Tomorrow, when the appt is booked for, is the last day in which they have to repair the issue.

so urgent now means 5 days. We also find out the contractor NADC WAIT till the last minute to fix things.So after the chaos cause with my wet room (witch I’ve had no apology for) Dump you would think L&Q would want to look good.
You would be wrong. The Communal Door is a security door that is opened by a blue key fob. When I moved in a key-safe was installed for…

• Carers
• Care Link

If I have an emergency Care Link are to provide me assistance, however if that can’t get in, then what?

The Communal Door was first reported the L&Q on 23 Mar 2015 10:38
as of this morning (31st March 2015) it’s still broken!

The repair was raised in accordance with our policy and the target priority of the job requests that the contractor completes the job by 1 April 2015 (I had 2005 that was a mistake)

So clearly they take the responsibility of providing me a SAFE home very seriously

On our communal repair section of the system, a Mrs XXXXX (resident) reported the repair on the 25th March, Claire in Customer Service

It was raised under an urgent repair priority, which allows 5 working days to complete the work.
Tomorrow, when the appt is booked for, is the last day in which they have to repair the issue.

so urgent now means 5 days. We also find out the contractor NADC WAIT till the last minute to fix things.

Intercom

On 1st September 2016 I moved to Wood Green
My Flat has two Intercoms.

• The main one in the Living Room was broken.
• The Second one in the bedroom is unusable in its current location.

This was reported to L&Q on 2nd September 2016 it was fixed within a few weeks, However, L&Q response to this fix shows the lack of sympathy and an ability to offer a safe environment.

Our Property Services Team have confirmed that the door entry handset was functional at the time of the void works, and that this was tested at this time. You reported this repair to us on 2nd September 2016, and this has now been completed by our specialist contractor NACD. Our contractor reported the following to L&Q subsequent to their visit to your home:

The handset in the lounge was found to be not working, as the cable to the handset, which used to run underneath the carpet, is now exposed and running across the doorway to the lounge, as the carpet has been lifted. The cable has therefore been damaged by the wheelchair running across it. A new cable was run around the door frame, and joined to the old cable within the cupboard, in order to complete this repair.

Upon reflection of this report, I cannot verify that the handset was not working when your tenancy commenced on 29th August 2016.

I understand that you would prefer to have a video door entry system installed in your home, so that you can see who is visiting you before you let them into the property. Whilst I fully appreciate the reasons you may want this Mr McMorrow, this would be seen as an improvement and not a repair. As we have already discussed, I encourage you to contact your Occupational Therapist so they may undertake a review of your needs and the property itself. They can then make any recommendations to L&Q, and we will of course action these once a full report is received. In the meantime, the door entry system in place is fully functional.

While true my tenancy commenced on 29th August 2016 I did not move in until 1st September 2016 so if it was the wheelchair it broke the cable in < 24-Hours! Furthermore running cables (that have been exposed by YOU removing the carpet) is a trip hazard!

Now the intercom was fixed the big issue starts. When it would ring it would scare the stuffing out of me.
L&Q said an Occupational Referral was needed. Letter 26th Sepetember 2016

I asked my OT for the above referral

Now my previous dealing with L&Q have meant I expect a very slow response, so did not Chase up this referral (this was a big mistake)

On date 1st March 2017 the bell rang, I jumped and banged my knee on the desk.
I contacted my OT to get an update on the Intercom Referral I was horrified to learn the referral had been made on 7th December 2016 Letter 7th December 2016 – OT Recommendation Video Intercom

On date 2nd March 2017I submitted L&Q Complaint – 1 – Intercom – 2nd March 2017

On date 13th March 2017 I got a response. L&Q Letter 13th March 2017 The response say an order have been placed with NACD and has been fast tracked. It also apologies but does not explain the delay.

On date 20th March 2017 I submitted L&Q Complaint – 2 – Intercom – 20th March 2017

On date 20th March 2017 I submitted L&Q Complaint – 3 – Intercom –20th March 2017

To make things more difficult the floor in my Wetroom was cracking.
Mr D McMorrow – Complaint Response As you can see this response covers the Wet Room Floor (AM/2972888-1) and the Intercom (Referral for Aid & adaptation)

It states…

This is a formal response to your letter sent on 14th March 2017

My request to move to stage two was made 20th March 2017; these simple mistakes make it extremely hard for me to follow what’s going on and causes me considerable anxiety. I spent an hour reading everything before releasing it was a mistake.

In L&Q Complaint – 3 – Intercom – 20th March 2017 I ask

First a request can you please respond to future complaints individually. It helps me keep things in order.

They respond with

In relation to your request to separate the repair complaints into individual cases; this has also not
been accepted. The reason being, all the components of your repair complaint are related to
reactive maintenance repairs which is managed and overseen by Property Services. Our responses to
each item are clearly set out in a sub-headed format and segmented, making this simple to follow.

My disability makes reading and understanding long letters really hard. Recommendations made by my hospital where
“The main recommendations for anyone working with Mr McMorrow are to:

• Present information at a slow, more ‘relaxed’ pace”

As this is a disability requirement I’d point out the Reasonable Adjustments section in the Equality Act 2010.
As a client of a “Service Provider” I’m being put at a disadvantage in the complaints process by not allowing this request. This would in my opinion be a breach of the act.

In L&Q Complaint – 3 – Intercom – 20th March 2017 I ask

Under L&Q complaints procedure I would like to raise a formal complaint at stage two
regarding the issues detailed below.

They respond with

Firstly, we note your request to escalate to stage two and have taken this in to account. However,
our investigation shows that there has been no failure in handling the stage one complaint and the delays you have experienced are not a direct result of our handling of the complaint. Therefore, we are currently unable to accept your request to escalate to stage two of our complaints procedure.

Nothing in the L&Q complaints policy give them discretion over the stage of a complaint. It says
If the issue remains unresolved after Step One

In Mr D McMorrow – Complaint Response
I was asked to email Insurance@lqgroup.org.uk

On 20th March 2017 I submitted L&Q Complaint – 3 – Intercom – 20th March 2017 This was CC’ed to Insurance@lqgroup.org.uk

On 28th March 2017 NACD attended (The visit on 13th March 2017 that had been fast tracked)
NACD moved the Intercom in the bedroom, but don’t do a portable intercom. So clearly had not been given a spec or the referral

On 1st April 2017 I sent Housing Ombudsman – 1 – Intercom – 1st April 2017 to

Housing Ombudsman Service Exchange Tower, Harbour Exchange Square,London, E14 9GE

On 11th May 2017 I received Housing Ombudsman – 11th May 2017 – Response – DR2 General Letter Complainant

L&Q’s position is that you have exhausted its complaints process and your complaint is now closed. You asked that I forward a copy of L&Q’s final response letter of 01 December 2016 to you. Please find it provided. I note that the step two complaint decision addresses renewal of the Geberit AquaClean toilet and the intercom system.

I asked as for the Final Response Letter as how it was described seamed wrong.
And never let it be said L&Q ability to look stupid has a limit. The Attachment 01-12-2016 LL final response ltr L&Q have a working time machine, It’s the only explanation how L&Q Could have written a Final Response Letter on 1st December 2016 to a complaint raise on 2nd March3 2017

On 9th June 2017 I submitted Physio Letter 9th June 2017 because I’d had no response from Insurance@lqgroup.org.uk

On 21th June 2017 I had Mr D McMorrow – Complaint Response – 21th June 2017 In L&Q fansion it’s the wrong attachment!
The email helpful informs me Insurance@lqgroup.org.uk only respond to emails TO not CC. Now I’ve worked in IT for 15 odd years. There is no functional difference between TO and CC. The difference would be Personal and/or Procedural.

On 12th July 2017 I received Email 2017-07-12

We have reviewed all relevant documentation and can confirm that our Client first received the report from the Occupational Therapy Service when you wrote to them on 02/03/2017. There is no previous record of this report. Our Client was therefore not able to take any action before you sustained the unfortunately injury on 01/03/2017 as they were not on notice that any works were required.

The info I’ve got
The original email sent by my OT Holly Walker Email &th December 2016

Haringey’s enquired about the delay in March 2017 Email 9th March 2017

With regards to the delays in acting upon the OT’s referral which was sent to L&Q on the 7 th December 2016. Once again, we can only but offer our sincere apologies for the service failure here. As explained this was due to an oversight by our Housing Management Team. I have noted that you do not accept our response for the delays. However, I would like to assure you that the relevant departments have been spoken to and our management team have taken steps to ensure lessons are learnt from this service failure.

And a the final nail in the coffin receive on 8th May 2017…

A report was received by us in December which only related to changes concerning the telecom hand-sets

On 8th August 2017 I got Email 8th August 2017

We have had the opportunity to undertake a further full review of all the evidence available in this matter.
Unfortunately, we must advise that our position in respect of formal liability remain unchanged. We are of the opinion that this incident was
simply not foreseeable and that there is no causal link.
Whilst we can appreciate your frustration in respect of the delay in installing the new system, we would consider this a customer service issue and not relevant as an insurance claim.
In the circumstances, we must advise that no offers in respect of settlement will be forthcoming.
Kind Regards,

Let’s examine this. Intercom goes off, I jump. L&Q where asked to change the Intercom, L&Q did not.
It appears to me that had L&Q changed the intercom in December when asked, I’d not have been injured.

now we have

My reaction to my intercom going off. My Landlord London and Quadrant where asked in December 2016 To change this, but lost the report. This is one of three innocents L&Q do not feel is their fault. In one incident I was burnt as I had just made hot coffee.

On 12th August 2017

Retribution 26th October 2017

When you threaten most people with legal action, You get a remarkably better service. L&Q approach is to get worse (If that was possible)
Because L&Q are incapable of fixing the intercom. It was added to my DFG Application. I have had approval for my DFG, L&Q Need to give permission for the works. 6th September 2017 and 25th October 2017 MY OT asked L&Q for permission Email 26th October 2017
I am taking this delay as retribution for my legal action.

Mitie 18th July 2017

My conclusion is L&Q is run by idiots, with a CEO who is useless.
On 3rd March 2017 L&Q Threatened legal action. Because Mitie had not got a response to letters I’d never received.
On 14th June 2017 The wrong address issue came to light. I received a letter address to the previous tenant. I only opened it as I could see the L&Q Logo.
Since I’ve been trying to rectify this with Richard Plummer but I’ve not had a response since 5th July 2017

On 28th June 2017 I was given 7 day notice! The works where due to start on 3rd July 2017.

On 18th July 2017 I made a formal complaint L&Q Complaint – 1 – Mitie – 18th July 2017
L&Q Complaint policy gives them 10 working day. That expired 1st August 2017

On 10th August 2018 I got Email 10th August 2018 It fails to comment on the formal complaint I made.

Toilet

On 20 September 2016 I raised Stage One formal complaint. In this complaint was several things, one was My Geberit Toilet L&Q Complaint – 1 – Toilet, Intercom, Water – 20 September 2016
The response was recived on 5th October 2016 Email 5th October 2016
As with all L&Q communication the response raises more question than it answers.

On 14th October 2016 I submitted my objection is L&Q Complaint – 2 – Toilet – 2016-10-05
It was written with the advice of Citizens Advice Bureau and Shelter.
Accourding to L&Q Complaint Procedure https://www.lqgroup.org.uk/comments-and-complaints/complaints-procedure/ their is no time frame for a response. With my stage one complaints I give ten working days. 10 Working day from 14th October 2016 would have been 28th October 2016.

On 5th November 2016 I submitted L&Q Complaint – 3 – Toilet – 2016-11-04

L&Q ended up having to buy me a whole new toilet as the parts where not available for the old one.

On 18th April 2017 I raised Stage One formal complaint.
L&Q Complaint – 1 – Toilet 2 – 18th April 2017

On 25th April 2017 The manufacturer (Geberit) cameout Geberit – Report – 25th April 2017
This was the referral HSM had made on 31th March 2017

The response was recived on 5th May 2017 Email 5th May 2017 Again the response raises more question than it answers…It states

I am sorry to hear about the delays you have encountered following the report of the Wc pan showing intermittent faults,

This is an apology for the delay not an explanation of the delay.

As discussed earlier, following an initial call-out by L&Q’s contractor HSM a referral was made to the manufacturer of the Aquaclean Wc pan. Their assessment confirms there is no fault with the installation of the toilet and it is being affected by water spillage from the shower use. As shower use s not constant, I am advised by the manufacturer it works as intended at other times when the shower is not in use. The manufacturer has recommended we install a screen between the shower and the Wc pan, however, as discussed with you we cannot proceed with this until it has been authorised by an OT.

This is not true. The manufacturer (Geberit) said Geberit – Report – 25th April 2017

The manufacturer has recommended we install a screen between the shower and the Wc pan, however, as discussed with you we cannot proceed with this until it has been authorised by an OT.

Now this is the fun part..
The manufacturer (Geberit) make no recommendations in the report. The engineer that visited me was reluctant to make recommendation as he had no knowledge of my disability or my use of the toilet.
My OT made the recommendation on 8th December 2016 L&Q have once again lost the report! Letter 2016-12-08 – OT Recommendation Shower Spec

On 24th June 2017 (According to my Google Calendar) City Build attended to move the shower and install a shower curtain, that the OT recommended on 8th December 2016

On 21st July 2017 I wasted 19 minutes explaining the issue to a very stupid person at L&Q who despite my objection said HSM had to attend as they where the appropriate contractor.
On 25th July 2017 HSM had not turned up so I submitted L&Q Complaint – 1 – Toilet 2 – 21st July 2017

On 5th August 2017 The toilet was not working so again called L&Q Again stupid lady said HSM would be out in 24 hours. Shortly after another lady called back, saying L&Q would call me 7th August 2017 and no one would be out over the weekend.

On 11th August 2017 Had a voice mail From HSM. They are being asked by L&Q to come out and take photos of the toilet. Spoke with L&Q was told the lady I wanted worked with Gas not toilets! So I looked up HSM. They appear to be a Heating & Hot water company. Not qualified to install a toilet!

On 14th August 2017 I had a phonecall from L&Q. They once again have asked HSM to attend.

On 15th August 2017 I had another voicemail from HSM. No one seems to understand the problems have been caused by HSM installing the toilet wrong in the first place. Geberit – Report – 4th March 2017 outline the wrong installation
Geberit – Report – 15th August 2017 details the consequences.

On 15th August 2017 I Submitted L&Q Complaint – 3 – Toilet 2 – 15th August 2017

On 16th August 2017 I received Geberit – Letter – 16th August 2017 In this we see on 25th April 2017 Gebrit told both L&Q and HSM the toilet was installed wrong. But nothing was done.

On 19th August 2017 I submitted L&Q Complaint – 4 – Toilet 2 – 19th August 2017 This is my last attempt to resolve this outside of court.

I have never got a response or The Information asked for in the letter.

On 21th August 2017 L&Q sent Email 2017-08-21 1545 about an investigation on 31th August 2017
I responded with Email 2017-08-21 1604 My understanding was the Geberit – Report – 2017-04-25.pdf Was the investigation

On 22th August 2017 L&Q Responded with Email 2017-08-22 1506
L&Q explanation of another investigation is bizarre. Apparently an investigation done by the manufacturer needs assistance from L&Q

On 29th August 2017 I received Email 29th August 2017 Because of the Disrepair Notice my complaint has been closed and move to the disrepair team. They have yet to contact me.

On 31th August 2017 The inspection arranged on 21th August 2017 Was conducted. Several “quick fixes” were proposed by Geberit for L&Q to action, including installing a Shower Curtain across the bathroom. These ‘quick fixes” have not occurred.
The L&Q rep was fully aware of the Disrepair Notice and the expiration date. We agreed ‘minutes’ of the meeting and an action list would be exchanged. This has not happened.

This disrepair notice has now expired no work has been done or scheduled to be done.No one for L&Q has contacted me.

Lets for fun look at the “assistance”…
So in 7th December 2016 And 8th December 2016 L&Q lost two reports.
HSM Install an electric toilet under the shower, this has broken the toilet. This was reported on 12 03 2017 and has still not been fixed!
On 19th August 2017 I issued a Disrepair Notice.
On 31th August 2017 I had a meeting with Geberit and L&Q Technical Engineer,

He was aware of the Disrepair Notice. Was given a list of actions by Geberit. These and The Disrepair Notice have expired and nothing has been done.

The assistance i’m getting is from My lawyer, Homes & Communities Agency, Housing Ombudsman and MP. I’ve also approached Haringey Healthy and Safety to look.
Can L&Q explain the assistance?

The more I look at this the more I’m convinced L&Q don’t have a clue!