Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
The complaint refers to: The landlord's handling of repairs following a leaking roof at the resident's property. The resident’s legal disrepair claim.
The complaint is about the level of compensation the landlord offered the resident following a leak into her property.
The complaint refers to the landlord’s handling of: Repairs to plastering in the property. Repairs to the resident’s boiler. The resident’s request for a replacement bathroom suite The resident’s request for kitchen alterations. Its communication with the resident The resident’s concerns related to racial discrimination. The length of time taken for the landlord to offer the resident a property transfer. The associated complaints.
The complaint is about the landlord’s: Original decision to restrict the resident’s access to a single point of contact. Decision in December 2020 to retain the single point of contact. Handling of a communal repair.
The resident has complained that the landlord has offered insufficient compensation after upholding their complaint about the condition of the property when let, and about the handling of the resulting repairs.
This complaint is about the landlord’s handling of: the resident’s questions about service charges; the related complaint.
The resident has complained about the level of service provided by the landlord with regard to grounds maintenance and cleaning and about the handling of his queries about his service charge.
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.