Clarion Housing Association Limited (202331868)
The complaint is about the landlord’s handling of: reports of a pest infestation. reports of damp and mould. the complaint. At the time of the resident’s complaint the landlord was operating an interim complaints policy following a cyber-attack. Under this, it aimed to provide stage 1 complaint responses within 20 working days. Its initial complaint response to the resident was just outside this timeframe. It was appropriate that it acknowledged and apologised for this delay in its eventual response. Its award to the resident of £50 was appropriate. The landlord’s stage 2 complaint response to the resident was within its interim target of 40 working days. While that was the case, this timescale is longer than it would normally aim for under normal circumstances. It was reasonable that it apologised to the resident for the delay in its eventual response. The resident set out in her complaint how her son was distressed by issues. The landlord identified in its stage 2 complaint response that it should have addressed this concern in its earlier response. Records show the landlord spoke to the resident in early October 2023 about her concerns. However, it was appropriate that it acknowledged its failure to address this matter in its stage 1 complaint response. It did not set out what part of the £150 further award it made was in recognition of this. However, with consideration to all the circumstances and with reference to both the landlord’s own compensation policy and the Ombudsman’s remedies guidance, it was a fair and reasonable award. We have found reasonable redress in the landlord’s handling of the resident’s complaint.