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Guidance on how to claim for compensation for personal injury or damage to personal possessions

Claiming compensation

You can claim compensation against us for personal injury or damage to personal property, if you can prove that we are at fault.

Our Insurance team will deal with all claims made against London & Quadrant Housing Group and its associated subsidiaries.

Legislation requires us to investigate every claim to establish whether we are liable to the allegation made.

If we are able to provide evidence of carrying out our legal duties, you will not be entitled to compensation.

So, if you've been in an accident and there has been a system of regular inspection and prompt repair, we will reject your claim.

Timescales once you have submitted your claim

You can expect the following responses during the pre-action protocol period:

Acknowledgement of your letter – we aim to acknowledge your letter within five working days.

Investigation period to make a decision on liability – following the date of the acknowledgement letter, we aim to make a decision on liability within 40 working days to three months. This time period will depend on the type of claim you are making.

To investigate your claim fully, we must check the following:

  • inspection and repair records
  • other records (previous complaints)
  • was a contractor or any other party involved

These investigations can take some time and we appreciate your patience.

Please note that we cannot influence how long it takes for other parties to respond.

Service update

This page is about making a claim for compensation for personal injury or damage to personal possessions. If you're looking for information about compensation relating to a complaint, please visit our complaints page

Coronavirus update

We're currently requesting that all correspondence be sent to our Insurance team by email. This includes, where possible, the service of claim forms and all other court documents. We thank you for your cooperation

Decision on liability

Once we've investigated your claim, we will decide whether to offer you compensation, reject your claim or refer it to another party.

If we establish that another party is responsible for your claim, they are, by law, responsible for claims arising from their works.

We will notify you of this and where possible, provide details so that you can refer your claim to the appropriate party. This party will then be responsible for dealing with your claim and not us.

Resident on the phone

Internal complaints procedure

If you wish to make a complaint about any aspect of our service or treatment of your claim, please use our online complaints form

If you're unhappy with the outcome of your claim, please seek legal advice on the matter. A complaint about the decision made on a claim will not be accepted.

The appropriate way to challenge a legal decision of ours or our insurer is by issuing court proceedings through your solicitor.

Fraudulent claims

As part of our fraud prevention process, we will complete several checks on the details you have given us.

Any person who assists, abets, solicits or conspires with another to make a false report in relation to loss, damage or injury of any kind commits a crime.

We are duty bound to inform you, under the Fraud Act 2006 (and other legislation), that any claim found to be false in nature or involves the deliberate and dishonest withholding or misinterpretation of material information to gain financial advantage will be reported to the police and privately prosecuted by us or our insurer.

It is our duty to refer all suspected fraudulent claims to the police for further investigation and, if appropriate, prosecution.

Third party solicitors

We are registered on the Ministry of Justice Portal for low value personal injury (employers' and public liability) claims.

For reference, our details are:

Name: London & Quadrant Housing Trust
Organisation ID: G00438