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.
Decision on liability
Once we've investigated your claim, we'll 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'll 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.
As part of our fraud prevention process, we'll 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're duty bound to inform you that under the Fraud Act 2006 (and other legislation) any claim that is 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're registered on the Ministry of Justice Portal for low value personal injury (employers' and public liability) claims.
For your reference, our details are:
Name: London & Quadrant Housing Trust
Organisation ID: G00438