Southern Housing · Case 202324360 · 21 October 2025
Southern Housing — case 202324360
The complaint about the landlord's response to reports of a leak and the associated repairs was resolved with intervention. The Ombudsman commented that the landlord had taken too long to action the repairs while responsible and that record keeping and complaint handling could have been better; following intervention the landlord agreed to pay £1,450 compensation.
Orders and recommendations
- Compensation
Pay the resident £1,450 compensation.
- Take specific action
Provide documentary evidence that it has paid the compensation to the resident.
Findings by complaint head
Summarised automatically from the decision below. The Ombudsman's decision text is the authoritative record.
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Response to reports of a leak and associated repairs
Mediation / settlementThe complaint was resolved with intervention. The landlord had taken too long to action the repairs while it was still responsible for them, and the Ombudsman commented on areas that could have been handled better, including record keeping and complaint handling. Following the Ombudsman's intervention the landlord agreed to pay a further £600, bringing compensation to £1,450, which both parties accepted as a resolution.
The full determination
Decision Case ID 202324360 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 21 October 2025 Background On 17 June 2021 the resident reported she was experiencing damp and mould, and believed there was a leak in her property. When the resident raised a complaint, the repairs were outstanding. The resident told us that after raising her complaint the property was transferred to the ownership of another landlord who has assumed responsibility to complete the outstanding repairs.
She said the landlord’s offer of compensation did not reflect the extent of the delays she experienced. What the complaint is about The complaint is about the landlord’s response to reports of a leak and the associated repairs. Our decision (determination) The complaint was resolved with intervention. We have made recommendations for the landlord to put things right. Summary of reasons At the end of the complaints process, the landlord offered the resident £850 compensation and had taken too long to action the repairs while it was still responsible for them.
We contacted the landlord and provided it with a summary of our understanding if events. This included some comments on areas that could have been handled better, such as its record keeping and complaint handling, and what the landlord could do to resolve the resident’s complaint. Following our intervention, the landlord offered to pay the resident a further £600 compensation. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.
Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily. Putting things right Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should now pay the resident £1,450 compensation. The landlord should provide documentary evidence that it has paid the compensation to the resident.
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.