Clarion Housing Association Limited — case 202334155

Decision Case ID 202334155 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 December 2025 Background The resident told the landlord that repairs to a communal door had not been done property. She raised concerns about the door being insecure and based on the service provided she questioned why she had to pay service charge towards the upkeep of the communal door. What the complaint is about The complaint is about the landlord’s response to the resident’s concerns about the required repairs to the communal door.

Our decision (determination) The complaint was resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord acknowledged there had been failures in its handling of the repairs to the communal door. During its internal complaints procedure, the landlord offered the resident a total of £200 compensation. We contacted the landlord and provided it with a summary of our understanding of events.

This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. This included the landlord’s communications in respect of the works and how it considered the effect of the failures on the resident. Following our intervention, the landlord offered to pay a total of £600 compensation for its handling of the matter. It also confirmed it would replace the communal door by the end of February 2026. Both parties agreed to this as a resolution to the complaint.

We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters. Subject to the landlord paying the compensation and replacing the communal door, we are satisfied the complaint will be resolved satisfactorily. Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should pay the resident a total of £600 compensation. If it has already paid the £200 compensation offered during its internal complaints procedure, this can be deducted from the amount to be paid.

The landlord should provide documentary evidence that it has paid the total of £600 compensation to the resident. The landlord should replace the communal door by 28 February 2026. The landlord should provide documentary evidence that it has done so.