A Housing Ombudsman report found that Clarion provided a "confusing and contradictory" response to the man's pleas for help, leading to severe anxiety and depression.
Despite the tenant's repeated complaints and initial attempts by Clarion to soundproof the upstairs flat, the noise issues persisted. The man attempted suicide, and a medical professional attributed it to the noise impact on his well-being. Unfortunately, Clarion's handling of the situation resulted in the man's death shortly after they closed the case.
The Housing Ombudsman's report found Clarion's actions to be maladministration, citing the confusing information provided and the dismissal of the tenant's mental health concerns. Clarion has since apologized to the man's family and accepted recommendations for improving their procedures to address noise complaints and support vulnerable residents better.