Clarion Housing Association Limited · Case 202344007 · 7 May 2026
Clarion Housing Association Limited — case 202344007
The Ombudsman did not investigate the complaint about repairs to a communal door because it was outside jurisdiction. The broken door was in a different block on the same estate and did not affect the resident's occupation or use of her home, and no significant adverse effect was evidenced. The related complaint-handling complaint was also not investigated.
Findings by complaint head
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Handling of repairs to a communal door
Outside jurisdictionNot investigated as outside jurisdiction. The broken communal door was in a different block on the same estate and did not affect the resident's occupation or use of her home. No evidence of significant adverse effect. The complaint about complaint handling was also not investigated as it followed the substantive issue.
The full determination
Decision Case ID 202344007 Decision type Jurisdiction Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 7 May 2026 Background The resident reported broken glass in a communal door to a block of flats on her estate. She is unhappy with the time it took the landlord to respond to her report and complete repairs. She moved out of the landlord’s property in October 2023. What the complaint is about The landlord’s handling of repairs to a communal door.
Our decision (determination) We have not investigated the resident’s complaint because it is outside our jurisdiction. Reasons We do not investigate complaints which, in the Ombudsman’s opinion, concern matters which do not cause significant adverse effect to the complainant. The resident has told us that this issue caused her distress and inconvenience. However, we have seen no evidence of this in her communications with the landlord about the issue while it was ongoing. The communal door that was broken was not within the block the resident was living in but was in a different block on the same estate.
While we appreciate the resident’s diligence in reporting an issue in a neighbouring block, this issue did not affect her occupation or use of her home. For these reasons, we have decided not to investigate the complaint about repairs to a communal door. The resident also complained about the landlord’s complaint handling. In cases where the substantive issue is not in our remit to investigate it follows that the formal complaint about the same issue is also not one we may investigate.
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.