Clarion Housing Association Limited (202339075)

Background

1. In November 2021 the resident told the landlord she had concerns about the safety of the insulation in her loft. She chased the landlord for updates about her reports throughout 2022. Despite multiple inspections, at the time of making her complaint in March 2023, the repairs remained outstanding.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s concerns about insulation.

Our decision (determination)

3. The complaint was resolved with 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 apologised to the resident for its poor communication, the delays and inconvenience caused. It awarded her £1,345 compensation and completed the outstanding works. The landlord did not provide the resident with an explanation of the steps it would take to improve communication with its residents, which was the outcome she was seeking.
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, such as providing the resident with an explanation, and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident £250 compensation and provide her with the explanation she was seeking. 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.
8. 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.