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Clarion Housing Association Limited (202315456)

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Decision

Case ID

202315456

Decision type

Investigation

Landlord

Clarion Housing Association Limited

Landlord type

Housing Association

Occupancy

Leaseholder

Date

30 October 2025

Background

  1. At the beginning of 2023, the resident was supplied with a set of keys by the landlord’s contractor. He was told the keys were for a new communal door that was going to be installed. The resident contacted the landlord in August 2023 as the door had not been replaced. The landlord told him there were no plans to change the door and its contractor said it had not issued any keys.

What the complaint is about

  1. The complaint is about the landlord’s handling of the residents request for information about the keys given to him.

Our decision (determination)

  1. The complaint was resolved with intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

  1. At the end of the complaints process the landlord informed the resident there had been a miscommunication and awarded him £100 compensation. The landlord did not provide the resident with an explanation about what had gone wrong, which was the outcome he was seeking.
  2. We contacted the landlord and provided it with a summary of our understanding if events. This included some comments on areas that could have been handled better, such as providing the resident with an explanation, and what the landlord could do to resolve the resident’s complaint.
  3. Following our intervention, the landlord offered to pay the resident £200 compensation and provide him with the explanation he was seeking. Both parties agreed to this as a resolution to the complaint.
  4. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters.
  5. Subject to the landlord paying the compensation and providing an explanation to the points outlined below, we are satisfied the complaint will be resolved satisfactorily.

 

 

 

Putting things right

 

Recommendations

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.

 

Our recommendations

1. Within 4 weeks the landlord should now pay the resident £200 compensation.

2. Within 4 weeks the landlord should provide the resident with a written explanation, which covers the following points:

  1. The steps the landlord took to investigate why its contractor gave the resident keys and informed him they were for a new communal door.
  2. Whether the operative who handed over the keys was spoken to directly about the matter.
  3. What steps, if any, have been taken to identify where the keys are for.
  4. An apology if required.
  5. Any learning the landlord has taken from the situation and steps it has taken with its contractor to limit further misunderstandings.
  6. What action the landlord intends to take with the keys.

The landlord should provide documentary evidence of the above.