Clarion Housing Disrepairs: A Tenant’s Guide to Making a Complaint
Introduction
Under the Housing Act 1985 and the Landlord and Tenant Act 1985, tenants of housing associations have a legal right to live in a safe and well-maintained home. Landlords, including housing associations like Clarion Housing, are legally required to ensure that properties meet basic health and safety standards. This includes providing adequate heating, structural integrity, safe electrics, working plumbing, and a home free from serious hazards such as damp, mould, or infestations. If a property falls into disrepair and the landlord fails to take reasonable steps to address the issue, tenants have the right to report the matter to the local authority, escalate complaints through the Housing Ombudsman, or seek legal action to enforce repairs. Additionally, under Awaab’s Law, housing providers must now respond promptly to complaints about damp and mould, ensuring that no tenant is left in unsafe living conditions for prolonged periods.
Read further On How to Make a London Housing Disrepair Claim for Compensation.
As a tenant of Clarion Housing, you have access to repair services designed to keep your property in good condition. However, knowing which repairs you can request, how to report them, and what you’re responsible for can make the process smoother and reduce unnecessary delays.
In this guide, we’ll cover:
- Who is responsible for different types of repairs
- How to report a repair correctly
- Emergency vs. routine repairs
- Preventative maintenance tips to reduce common issues
- What to do if your repair request is delayed
Understanding your rights and responsibilities as a Clarion Housing tenant will help you get issues resolved faster and maintain a safe living environment.
Clarion Housing and the Housing Ombudsman
Clarion Ordered to Pay Nearly £11,000 in Compensation
In January 2024, the Housing Ombudsman found Clarion Housing guilty of severe maladministration in three cases where tenants had suffered due to delayed and inadequate repairs. As a result, Clarion was ordered to pay nearly £11,000 in compensation to affected tenants.
The Ombudsman’s findings highlighted systemic issues, including:
- Significant delays in responding to repair requests
- Failing to properly investigate tenant complaints
- Ignoring severe disrepair issues that impacted tenants’ wellbeing
This case serves as an important reminder that housing associations, including Clarion, have a legal duty to provide timely and effective repairs. If repairs are neglected, tenants have the right to escalate their complaint and seek compensation. For more information on this click here
Awaab’s Law: Strengthening Tenant Rights for Safer Homes
Awaab’s Law was introduced following the tragic death of two-year-old Awaab Ishak, who suffered fatal respiratory issues due to prolonged exposure to mould in his home. This law aims to enforce stricter timelines for landlords, including housing associations like Clarion, to respond to complaints about serious disrepair.
Key Points of Awaab’s Law:
- Mandatory Repair Deadlines – Social housing landlords must investigate hazards like mould and damp within strict timeframes and carry out necessary repairs promptly.
- Increased Accountability – If landlords fail to act on serious health risks, they could face legal consequences.
- Improved Tenant Protections – Tenants experiencing dangerous housing conditions have clearer rights and better routes to escalate complaints.
How Awaab’s Law Affects Clarion Housing Tenants:
If you report an issue such as damp, mould, or structural disrepair that could impact health, Clarion Housing is now required to:
- Acknowledge and inspect the issue within a set timeframe (to be detailed in official guidance).
- Complete necessary repairs promptly to prevent further harm.
- Provide clear updates so tenants know when repairs will be carried out.
If your landlord fails to comply, you can escalate your complaint to the Housing Ombudsman, your local council, or seek legal advice.
For more information please see Awaab’s Law and the right to complain housing disrepair compensation
Who is Responsible for Repairs?
One of the biggest sources of confusion for tenants is which repairs Clarion Housing is responsible for and which fall under tenant responsibilities. As a landlord Clarinton housing have a legal duty to undertake all repairs to ensure every tennnant has a right to live in a safe and well maintained home free of damp and mould and other dangers health and well-.being
Repairs Covered by Clarion Housing
Clarion Housing is responsible for any repairs that affect the safety, structure, or essential functionality of your home. These include:
- Plumbing repairs (leaking pipes, blocked drains, faulty toilets)
- Electrical faults (wiring issues, faulty sockets, broken light fittings)
- Heating and hot water systems
- Roof repairs (leaks, missing tiles, structural damage)
- Security issues (broken locks on external doors or windows)
- Damp and mould caused by structural problems
- Defects in flooring, ceilings, or walls
If any of these issues arise, Clarion Housing is responsible for arranging repairs at no cost to you.
Repairs That Tenants Are Responsible For
As a tenant, you’re responsible for:
- Changing light bulbs and fuses
- Fixing minor blockages in sinks or toilets
- Re-sealing bath and kitchen tiles if silicone deteriorates
- Keeping the garden tidy and maintaining fencing (unless part of a communal space)
- Replacing door handles, cupboard hinges, and minor fixtures
- Reporting pest infestations (e.g., mice, ants, or cockroaches)
If you fail to take care of tenant responsibilities, Clarion Housing may charge you for unnecessary callouts if a contractor is sent for something you were expected to handle.
How to Report a Repair
If you experience a problem that requires a repair, reporting it correctly ensures faster service and minimal disruption.
Step-by-Step Guide to Reporting a Repair
- Visit the Clarion Housing Repairs Portal
Head to the Clarion Housing Repair Request Page. - Choose the Type of Repair
Select the category that matches your issue, such as plumbing, electrical, or carpentry. - Provide Detailed Information
Include as much detail as possible, such as:- Where the issue is located (e.g., kitchen, bathroom)
- What the problem is (e.g., “The tap won’t stop dripping” or “The power socket sparks when used”)
- Whether it has happened before
- Attach Photos (If Possible)
Uploading a photo of the issue can help contractors assess the problem faster and bring the right tools. - Choose an Appointment Slot
If your repair requires an on-site visit, select an available date and time that works for you. - Receive a Confirmation
You’ll receive an email confirmation with a reference number for your request. Keep this number in case you need to follow up.
Emergency vs. Routine Repairs: What’s the Difference?
Not all repairs require immediate attention. Understanding the difference between emergency and routine repairs ensures that urgent issues are prioritised appropriately.
Emergency Repairs
An emergency repair is something that poses an immediate risk to life, health, or property. Examples include:
- Major water leaks or burst pipes
- Gas leaks or suspected carbon monoxide leaks
- Complete loss of power or heating in winter
- Broken external doors or windows that compromise security
- Structural damage that makes the home unsafe
If you experience an emergency repair, call Clarion Housing immediately instead of using the online form.
Routine Repairs
Routine repairs cover non-urgent issues that still need fixing but do not pose immediate danger. These include:
- Dripping taps or minor leaks
- Flickering light bulbs or faulty plug sockets
- Broken kitchen cupboard doors or hinges
- Cracked plaster or minor wall damage
Routine repairs are typically completed within 28 days, depending on contractor availability.
What to Do If Your Repair Request is Delayed
If you’ve reported a repair but haven’t received an update within the expected timeframe, here’s what you can do:
Check Your Confirmation Email
Your repair request should have a reference number—use this when following up.
Contact Clarion Housing Customer Service
Call or email customer service to check the status of your repair. They may be able to provide an estimated repair date or escalate urgent cases.
Escalate the Issue
If your repair has been significantly delayed or ignored, you can escalate the complaint by:
- Filing an official complaint with Clarion Housing
- Contacting your local council if the issue affects health and safety
- Seeking advice from housing advocacy organisations
Preventative Maintenance Tips for Tenants
Regular maintenance can help prevent small issues from turning into costly repairs. Here are some simple steps to keep your home in good condition:
Reduce Mould and Damp
- Open windows daily to improve ventilation.
- Wipe condensation from windows and doors.
- Use extractor fans in bathrooms and kitchens.
Avoid Plumbing Issues
- Do not pour grease, oil, or coffee grounds down the sink.
- Avoid flushing wet wipes, sanitary products, or cotton buds.
- Regularly clean plugholes to remove hair and debris.
Maintain Your Heating System
- Test your boiler before winter to ensure it’s working.
- Bleed radiators if they feel cold at the top.
- Check your thermostat settings regularly.
Taking these simple precautions reduces the risk of damage and ensures a smoother repair process when needed.
Clarion Housing Repair Services: Direct Links to Request a Repair
For quick access, here are direct links to report common repairs from Clarion housing if you wish to make a complaint direct. If you have already made a complaint and no repairs have been undertaken please contact the housing disrepair solicitors in order to enforce your legal rights and make a claim for compemsation.
- Emergency repairs
- Carpentry
- Electrics
- Plumbing
- Windows and glass doors
- Plastering
- Tiling
- Groundworks and fencing
- Roofing
- Leaks, condensation, damp and mould
- Heating
- Communal repairs.
Final Thoughts
By understanding how to report repairs, what to expect, and how to prevent common issues, you can keep your home in great condition while ensuring repairs are handled efficiently.
If you need assistance, don’t hesitate to report a repair using the links above or click the contact button below.
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