Clarion Housing Association Limited (202504250)

Background

1. The resident complained that the landlord did not answer his queries about his service charges and for the delays in him getting any answers. He has said the landlord has failed to provide clarity about his service charges. As he received limited information, he escalated the matter to the Ombudsman.

What the complaint is about

2. The complaint is about how the landlord handled the resident’s service charge queries and the information it provided.

Our decision (determination)

3. The landlord has made an offer of redress following our intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

We have recommended that the landlord honour the intervention agreed to put things right.

Reasons

4. During its complaints process, the landlord acknowledged that it had caused delays in providing the information the resident was requesting. It provided some answers, apologised and offered the resident £150 compensation.
5. The resident remained dissatisfied and raised the complaint with our service. He said the landlord had not resolved his complaint as he did not receive the information he was seeking.
6. We contacted the landlord and provided it with a summary of our understanding of the complaint. Following our intervention, the landlord agreed to:
   1. Provide a clear and simplified breakdown of the resident’s 2024/25 and 2025/26

service charge. This breakdown should include a description of each charge and explain how each cost applies. This should include clarification on the differences between communal cleaning, caretaking and grounds maintenance.

2. Provide a clear breakdown of the resident’s revised service charges for 2023/24 and for 2024/25.
3. Provide an answer to the resident’s original questions about the communal tree works for service charges for £227.87. He noted the landlord had removed the cost of this for 2023/24 but asked why this had not been reflected in his revised charges for 2024/25 The landlord has agreed to confirm its position on this, confirm how the charges have been amended and advise on the £20.61 monthly payment he is currently being charged.
4. Provide an answer to the resident’s query about caretaking, he asked what the caretaking charge refers to and how it differs from the ground maintenance. He has said there is no grass, flowerbeds or communal garden areas.
5. Provide a response to the resident’s queries about the 15% admin fee. He has asked why the admin charge is higher for 2024/25 than 2023/24.
6. Provide evidence that it has carried out the services he has paid for each charge on his service charge breakdown.
7. Explain the difference between the caretaking, communal cleaning and grounds maintenance charges and why there is not only one singular charge.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis that the landlord follows our recommendations within 4 weeks of the date of this decision.