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]
The Quadrant Housing Association was formed in the London Borough of Greenwich in 1963 when 32 people invested £2 each to create a housing association. Its founder, Rev Nicolas Stacey, was a Church of England priest who later became head of Social Services for Kent County Council.[5][6]
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.[7]
In 2021, Fiona Fletcher-Smith was appointed Group CEO, replacing David Montague CBE.[13]
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.[14]
Controversies
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.[15]
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.[16]
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.[17]
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.[18] A separate case in February 2023 described a terminally ill mother living in temporary hotel accommodation for 15 months while repairs were delayed.[19]
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.[20] In 2023, a staff member was terminated for posting “extremely racist and offensive comments” on social media.[21]
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