Clarion Housing Association Limited (202334155)

Background

1. 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

2. The complaint is about the landlord’s response to the resident’s concerns about the required repairs to the communal door. 

Our decision (determination)

3. The complaint was resolved with our intervention.

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

Summary of reasons

4. 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.
5. 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.
6. 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.
7. 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.