Clarion Housing Association Limited — case 202340685

REPORT COMPLAINT 202340685 Clarion Housing Association Limited 12 August 2025 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 landlord’s removal of the resident’s belongings. Background The resident is a leaseholder of the property, a 2-bed first floor flat, since 2004.

On 27 January 2023 the landlord conducted a fire risk assessment at the block of flats. Following the assessment, it removed all items stored within the loft on 6 April 2023. On 25 April 2023 the resident complained to the landlord. She said it removed her belongings from her personal loft space. The items included gifts from her late brother and parents such as paintings, and a tea set the resident said was worth £2,000. The landlord responded at stage 1 of its complaints process on 29 May 2023.

It said: Before it removed the items it sent a letter and knocked at her door. The loft space at the block was communal. It apologised for not storing the items before disposing of them and offered the resident £350 compensation broken down as: £250 for the loss of personal possessions, inconvenience caused and failure to follow process. £50 for complaint handling delays. On 30 May 2023 the resident escalated her complaint. She said she was not home when the landlord visited before it removed the items.

The landlord had not followed its process, and she was not happy with the compensation offered. The landlord responded at stage 2 of its complaints process on 11 July 2023. It said the compensation it offered at stage 1 was fair, but offered a further £50 for complaint handling delays at stage 2. The resident remained dissatisfied and asked us to investigate. She said she would like increased compensation for the loss of items that were of great sentimental and monetary value.

How the complaint was resolved The resident told us the only outstanding issue was compensation. She said she would be happy with a further £1,000. We asked the landlord, and it agreed. It provided evidence to show it paid this to the resident. Paragraph 53.c. of the Housing Ombudsman Scheme says: “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”.

I am satisfied following our intervention the landlord has took action to resolve the complaint satisfactorily. Determination In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the complaint was resolved with intervention. Recommendation The landlord should look to understand what went wrong in this case. It should also take action to ensure the failure is not repeated.