Clarion Housing Association Limited · Case 202001842 · 25 February 2021
Clarion Housing Association Limited — case 202001842
The landlord offered £285 compensation for delays in repairs and complaint handling, which the resident disputed. Through Ombudsman mediation, the landlord increased the offer to £335, which the resident accepted, resolving the complaint satisfactorily.
Orders and recommendations
- CompensationWithin 4 weeks
Pay the resident £335 compensation within four weeks and provide confirmation of payment to the Housing Ombudsman Service.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
-
Delays in handling reported repairs
Mediation / settlementThe landlord offered £285 compensation, which the resident disputed. Through Ombudsman mediation, the landlord increased the offer to £335, which the resident accepted, resolving the complaint satisfactorily.
-
Overall handling of the complaint
Mediation / settlementThe complaint about complaint handling was resolved through mediation, with the landlord increasing its compensation offer to £335, accepted by the resident.
The full determination
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 The complaint is about the delays in handling reported repairs and the overall handling of the complaint. Determination (decision) 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 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’.” On 16 October 2020, the landlord issued its final response to the resident’s complaint.
It offered compensation of £285. 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. 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. 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. 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.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.