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Clarion Housing Association Limited (202014005)

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REPORT

COMPLAINT 202014005

Clarion Housing Association Limited

7 February 2022


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 concerns the landlord’s handling of a compensation request following repairs to the boiler.

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:

“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’.”

  1. The Resident raised a formal complaint to the Landlord in August 2020 stating that she had experienced delays in the landlord attending works to the boiler. The resident explained that it is necessary to reset the boiler daily. The resident detailed that it has been necessary to use her oven as a source of heat because in her opinion, the boiler was defective. It was explained that although the landlord offered to provide heaters for the property, these did not materialise.
  2. The Landlord provided its final complaint response on 28 May 2021. The landlord acknowledged that the resident had encountered delays to the works taking place. The landlord offered compensation totalling £1855.00.
  3. The resident contacted this Service on 6 December 2021 to explain that the housing issues they had complained about were resolved, however, they were not satisfied with the amount of compensation offered by the landlord. The resident requested an increase in compensation to settle the complaint.
  4. This Service contacted the Landlord and explained the resident’s outstanding issues and outcomes being sought and asked the Landlord if it wanted to engage in our mediation Process.
  5. The Landlord responded to this Service and informed us that it was willing meet the resident’s expectations and explained it would provide the below to resolve the dispute:
  • A total of £3130 compensation to acknowledge the delays experienced.
  1. Therefore, following the intervention of this Service and in accordance with Paragraph 55(c) of the Housing Ombudsman Scheme, the landlord, by providing an offer of compensation, has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

Recommendation

 

  1. The Landlord pays the Resident £3130 compensation within four weeks of the date of this determination. The landlord should provide confirmation of payment to the resident, copying this Service in.