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Clarion Housing Association Limited (202001842)

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REPORT

COMPLAINT 202001842

Clarion Housing Association Limited

25 February 2021


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The complaint is about the delays in handling reported repairs and the overall handling of the complaint.

Determination (decision)

  1. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
  2. On 16 October 2020, the landlord issued its final response to the resident’s complaint. It offered compensation of £285.
  3. The resident was not happy with the offer of compensation so he referred the case to this Service. The resident agreed to take part in our mediation process and explained that an increased offer of compensation would resolve the complaint.
  4. On 10 February 2021, our Service contacted the landlord to let it know that in resolution of the complaint the resident was looking for an increase to the previous offer of compensation made.
  5. On 25 February, the landlord agreed to increase its offer of compensation by a further £50 making the total offer of compensation £335. Our service then called the resident to discuss the increased offer. The resident agreed to accept the increase in resolution of the complaint.
  6. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.
  7. Recommendation
  8. The landlord should now pay the resident compensation within the next four weeks and provide confirmation of payment to this Service