Clarion Housing Association Limited — case 202339137

Decision Case ID 202339137 Decision type Investigation Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Leaseholder Date 3 December 2025 Background The resident lives in a 2-bedroom maisonette over the 4th and 5th floor. The resident has held a leasehold on the property since 2019. The resident complained to the landlord about repairs to her home and communal areas. What the complaint is about The complaint is about the landlord’s handling of; the resident’s reports of various repairs required to the property the associated complaint Our decision (determination) We have found service failure in relation to the landlord’s handling of the resident’s reports of various repairs required to the property.

We have found reasonable redress in relation to the landlord’s handling of the associated complaint. We have made orders for the landlord to put things right. Summary of reasons The landlord was aware of the resident’s concerns. The landlord investigated the resident’s complaint, and it took steps to rectify the issues. It apologised for the inconvenience and failings and offered compensation. But the issues are ongoing. The landlord’s complaint handling was delayed and not in line with the Ombudsman’s Complaint Handling Code.

But it acknowledged the delays, apologised and offered compensation. Putting things right Where we find service failure, maladministration, or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction. Orders Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order What the landlord must do Due date 1 Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance. No later than 12 January 2026 2 Works order The landlord must undertake an inspection to assure itself that none of the previously reported repairs have re-occurred and to identify any new issues requiring attention.

The landlord must produce an action plan to resolve any issues identified in the inspection. The landlord must provide a copy of the inspection report and action plan to the resident. The landlord must provide evidence that this has been provided to the resident by the due date. No later than 12 January 2026 3 Compensation order The landlord must pay the resident £450 as it offered in its stage 2 complaint response to recognise the distress and inconvenience caused by the failings in the repairs raised by the resident.

This must be paid directly to the resident by the due date. The landlord must provide documentary evidence of payment by the due date. No later than 12 January 2026 Recommendations Our recommendations are not binding, and a landlord may decide not to follow them. Our recommendations The landlord should pay the resident the £100 as offered in its stage 2 complaint response for its complaint handling. The landlord should consider providing training to its complaint handling staff.

It should ensure that all staff understand the requirements of the Ombudsman’s Complaint Handling Code. Our investigation The complaint procedure Date What happened 24 April 2023 The resident raised her stage 1 complaint. She told the landlord she had submitted several repair requests, the landlord said it would contact her but didn’t, and the resident had told the landlord of a change to her preferred contact method. 15 June 2023 The landlord issued its stage 1 complaint response.

It said: a review of telephone calls showed significant evidence of the resident contacting the landlord it had raised orders for the repairs and confirmed when appointments had taken place or were planned it apologised for the delay in carrying out the repairs, the inadequate communication and delayed response to the complaint and it offered compensation it had updated the resident’s contact details 8 October 2024 Following contact from this Service the landlord escalated the resident’s complaint to stage 2.

On 11 October 2024, the landlord acknowledged this. 8 November 2024 The landlord wrote to the resident stating it required additional time to respond to the complaint. 15 November 2024 The landlord issued its Stage 2 complaint response, acknowledging service shortcomings and outlining corrective actions. It also said: it apologised for delays in responding and confirmed a visit had taken place, during which works were agreed the supervisor reported no outstanding roofing issues, addressed the resident’s concerns about condensation, damp, and mould, and provided recommendations the landlord committed to a further inspection of communal flooring to ensure safety it admitted failures in progressing incomplete works and poor communication regarding completed and pending communal works it offered additional apologies and compensation to the resident.

Referral to the Ombudsman The resident came to this Service as she remained unhappy with the landlord’s response and the works were still outstanding. What we found and why The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint The resident’s reports of various repairs required to the property Finding Service failure On 20 April 2023, the resident called the landlord. She wanted to discuss her ongoing complaint. The landlord informed the resident there were no historical or ongoing complaints. The landlord also informed the resident that it could not see any history of her reporting a repair about her balcony doors. In her stage 1 complaint, the resident also told the landlord of other repairs relating to her windows and guttering.

She also told the landlord she had changed her preferred contact method which had not been actioned and had not received contact from the landlord despite being told she would be. But the landlord’s records show the resident did previously report issues with the balcony doors, communal repairs, and a window in her home. She did this between May 2021 and January 2023. This is unreasonable in the circumstances. On 15 June 2023 in its stage 1 complaint response the landlord said it: found significant evidence of the resident contacting the landlord about repairs had raised jobs for the repair issues the resident had reported and it provided actual or planned completion dates had fitted new windowsills in the resident’s flat and a mould treatment had been arranged had updated the resident’s preferred contact method apologised and offered £200 compensation.

This was broken down as: £150 for inconvenience, resident having to chase the issue and for not changing the preferred contact method. £50 for the complaint response being outside of its timescales Most initial repairs (balcony doors, windows, and rear communal door) were completed within 28 days of being raised and this was in line with the landlord’s policy. The front communal door closer was scheduled beyond 28 days but this was identified by the landlord when attending the rear communal door and this was reasonable in the circumstances.

On 8 October 2024, the resident told this Service that she had tried to escalate her complaint to stage 2 verbally with the landlord. This Service asked the landlord to escalate the complaint. We have not seen evidence that the resident did or did not escalate her complaint. On 8 November 2024, the landlord said it required more time to respond to the complaint to ensure a full and comprehensive response as additional enquiries had to be made. On 15 November 2024, the landlord issued its Stage 2 complaint response, providing an update on actions taken and acknowledging service failures.

It reported that: further communication occurred with the resident, and inspections were carried out on her home and communal areas no outstanding roofing issues were identified the landlord addressed ventilation concerns and advised on managing condensation, damp, and mould during colder months failures were acknowledged in progressing incomplete works to the resident’s home and in communicating about communal repairs It also said it had raised a “post action resolution” task for the Area Manager to ensure that all outstanding issues were completed.

The landlord apologised for its failings, re-offered the compensation made at stage 1. It made a further offer of compensation of £300 to recognise its service failures and inconvenience and £50 for delays. The landlord acted reasonably up to the Stage 2 response, acknowledging failings and offering appropriate compensation for inconvenience. However, the resident reports that some issues remain including damp and mould. We have ordered the landlord undertake a further inspection to confirm whether the same problems persist, have re-occurred or if new issues have arisen.

Complaint The handling of the associated complaint Finding Reasonable redress On 20 April 2023, the landlord’s records show the resident made a stage 1 complaint by telephone. The landlord told the resident there were no open complaints. On 15 June 2023, the landlord issued its stage 1 complaint response. This was 37 working days after the complaint was raised, which was not in line with the Ombudsman’s Complaint Handling Code. On 8 October 2024, the resident contacted this Service.

She said she had raised her complaint several times by telephone. Following a request from this Service, the landlord escalated the complaint to stage 2. On 11 October 2024, the landlord acknowledged this to the resident. On 8 November 2024, the landlord contacted the resident and apologised for the delay in providing a response. This was 21 working days after the acknowledgement and was not in line with the Ombudsman’s Complaint Handling Code. The landlord said it needed more time to provide a full report and aimed to resolve the complaint by 11 December 2024.

On 15 November 2024, the landlord issued its stage 2 complaint response. The landlord acknowledged delays at both complaint stages and apologised. It offered £50 for stage 1 and £50 for stage 2. This was reasonable in the circumstances. Learning Knowledge information management (record keeping) As mentioned in this report there were failures in the landlord’s record keeping. A landlord should have systems in place to maintain accurate records of repair reports, responses, investigations, and communications.

Good record keeping is vital to evidence the action a landlord has taken, and failure to keep adequate records indicates that the landlord’s processes are not operating effectively. Communication The landlord did not respond in a timely manner to some of the resident’s communications. This could have had an impact on the landlord / resident relationship. There are opportunities for the landlord to be more proactive when receiving communication from a resident to prevent issues being missed or escalated through the complaint procedure.

The resident also told us she had escalated her complaint to stage 2 verbally to the landlord and this Service had to contact the landlord on the resident’s behalf. The landlord should assure itself that its staff are correctly trained to handle and record repair requests and all complaints are handled in line with The Ombudsman’s Complaint Handling Code.