Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
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 […]
Decision Case ID 202437769 Decision type Jurisdiction Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 8 January 2026 Background The resident has an assured tenancy with the landlord. He […]
Decision Case ID 202327224 Decision type Jurisdiction Landlord Clarion Housing Association Limited Landlord type Housing Association Occupancy Assured Tenancy Date 20 October 2025 Background The resident lives in a room in an assisted living facility […]
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s decision to give tenancy succession to the complainant’s brother, and its handling of concerns the complainant raised about this.
The complaint is about the landlord’s handling of the resident’s: Reports of a water leak. Associated complaint.
The complaint is about the resident’s dissatisfaction with the landlord’s decision to credit a compensation payment to his rent account.
The complaint is about the landlord’s management of parking on the resident’s estate.
The complaint concerns the landlord's response to reports of leaks, damp and mould and its handling of associated repairs.
The complaint is about repairs to the roof and gutters, pest control, and the resident’s request for reimbursement of costs for works undertaken at the property.
The complaint is about: The level of compensation paid by the landlord in recognition of damage to personal belongings, and its handling of repairs in the property. The resident’s concerns about arrears on her rent account and her liability to pay these.
The complaint is about the landlord’s response to the resident’s reports of damage caused to a window in 2021.
The complaint is about the landlord’s handling of the resident’s request for a rent reduction due to disrepair at the property.
The complaint is about the housing association’s handling of: Defect repairs to the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak in her property and subsequent repairs.
The complaint is about the landlord's handling of the resident's request to repay a HomeBuy Loan.
The complaint is about the landlord’s handling of: The resident’s reports that his neighbour removed his fence without permission. The resident’s request that it take steps to confirm the boundary line between his and his neighbour’s property, and relocate the fence accordingly. The complaint through its internal complaints process.
REPORT COMPLAINT 202205716 Clarion Housing Association Limited 4 September 2022 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman […]
The complaint relates to the landlord’s response to concerns raised about the service charges for 2019/2020.
The complaint concerns the resident’s liability for rent following the end of the tenancy.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint concerns damage to the resident’s possessions.
The complaint concerns information provided by the landlord relating to car parking outside the resident’s property.
The complaint is about the information provided to the resident about car parking spaces, prior to signing his lease agreement.
The complaint concerns whether or not the resident is liable for “water hygiene” service charges.
The complaint concerns the level of rent being charged in relation to the type of tenancy agreement.
The complaint concerns the landlords handling of the resident’s request for a refund of service charges.
The complaint is about the resident’s concerns that the landlord disclosed information about them to a neighbour.
The complaint is about: The level of service charges and the affordability of those charges. Issues with the correct level of estimated charges and billing in previous years. The cost level for estate services not being fair in comparison to other developments and their service charges. General concerns about the …
REPORT COMPLAINT 202015742 Clarion Housing Association Limited 11 November 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint is about the landlord's management of the resident’s rent account, which resulted in an overpayment at the resident’s previous property.
The complaint is about the landlord’s response to the resident’s request that it refund an advanced rent payment.
The resident complains about how the landlord has responded to his reports of structural issues and cracks in the property.
The complaint is about charges in respect of major works, specifically, the landlord’s ability to recover these costs having not set up a sinking fund for such purposes.
REPORT COMPLAINT 202104519 Clarion Housing Association Limited 8 June 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint is about the landlord’s handling of repairs to the communal lift at the property.
The complaint is about the landlord’s response to the resident’s reports of her neighbours keeping dogs.
REPORT COMPLAINT 202005579 Clarion Housing Association Limited 6 April 2021 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman Scheme. The Ombudsman must determine […]
The complaint is about the length of time taken by the landlord to identify the source of a leak into the leaseholder’s property, causing damage to the property and a loss of rental income.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |