Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 481 published decisions.
Southern Housing's maladministration rate (83%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202332368 Housing association
The complaint about the level of service charges for 2021-22 was outside the Ombudsman's jurisdiction as it concerns the level/reasonableness of charges. There was maladministration in the landlord's handling of the…
202531460 Housing association
The Ombudsman found maladministration in the landlord's handling of the bathroom repairs (delays of over a year and insufficient updating/compensation) and of the antisocial behaviour (failure to use its good…
202405885 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould repairs (including an 18-month delay replacing the extractor fan) and storage heaters (delayed replacement during winter, and failure to…
202452454 Housing association
The Ombudsman found reasonable redress for the bedroom window repair (around 2-year delay), maladministration for the communal intercom repair (not progressed effectively over ~4 months), reasonable redress for the…
202518512 Housing association
The landlord delayed essential water tank cleaning and loft insulation removal works following reports of a rat infestation in the communal loft, and gave incorrect advice that the resident was responsible for the rats.…
202332835 Housing association
The landlord offered reasonable redress for its handling of the resident's concerns about a leak causing damp and mould. There were delays in repairs and inadequate communication, but the landlord fully accepted its…
202403321 Housing association
Maladministration was found in the landlord's handling of the resident's requests for replacement windows and doors, as it failed to carry out adequate interim repairs and mould treatment over a 27-month period, with…
202336216 Housing association
The Ombudsman found service failure in how Southern Housing handled a resident's parking permit queries — it delayed unreasonably (around five months) and did not acknowledge the full delay — and in its complaint…
202503447 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the condition of the property, due to a lack of oversight ensuring the property met lettable standards, extensive…
202316338 Housing association
The landlord was found to have acted in line with its compensation policy in refusing to reimburse the resident's energy bills (no evidence its failure caused excess bills), but there was service failure in how it…
202402025 Housing association
Maladministration was found in the landlord's handling of the resident's reports of leaks to the kitchen and subsequent repairs, where a pipework leak remained unresolved for 19 months and an emergency leak from above…
202526820 Housing association
The complaint concerned the landlord's handling of reported repairs (kitchen flooring and a cupboard) following a March 2024 boiler repair, which took around two years to fully resolve. The landlord acknowledged the…
202400350 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of boiler repairs, as it missed appointments, delayed repairs and failed to complete outstanding boxing-in and stopcock repairs.…
202532876 Housing association
Maladministration was found in the landlord's handling of repairs to the resident's fire escape window handles. The repair process took over 8 months, the landlord failed to respond to the resident's contacts, breached…
202400257 Housing association
There was service failure in the landlord's handling of the resident's rent and service charges query, where it provided conflicting information about personal service charges and failed to address the rent query. There…
202203603 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of defects (front door, patio doors, driveway, bath panel, plasterboard joints) due to lengthy delays and poor communication,…
202338932 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of a damaged fence, noting delays in communication following the survey but acknowledging the landlord's apology, learning, and…
202533051 Housing association
There was maladministration in the landlord's handling of repairs to the resident's flat door, due to delays in addressing a potential fire safety risk, failure to consider the resident's vulnerabilities, and failure to…
202336186 Housing association
The Ombudsman found reasonable redress in the landlord's handling of roof leak concerns and complaint handling, but service failure in its handling of bin store repairs and the bike shed. It ordered the landlord to pay…
202347354 Housing association
The Ombudsman found reasonable redress in the landlord's handling of leaks and damp and mould in the bathroom (having reimbursed the resident £2,400 for private works and offered compensation for the exposed screws),…
202330323 Housing association
Maladministration was found in the landlord's response to the resident's concerns about communal repairs, particularly the communal entrance door which was not repaired for over a year despite a survey identifying it…
202329195 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge queries due to unreasonable delays, including a failure to provide a substantive response on scaffolding costs despite…
202426389 Housing association
The Ombudsman found service failure in the landlord's handling of communal area bin door repairs, which were reported in June 2024 but not completed until late October 2024. The landlord failed to proactively provide…
202446433 Housing association
There was maladministration in the landlord's handling of the resident's concerns about energy costs and its billing provider. The landlord failed to take accountability for its relationship with the billing provider,…
202227576 Housing association
The complaint about the landlord's response to reports of ASB (noise nuisance from dogs barking and concerns about dog breeding at a neighbour's property) was found to be outside the Ombudsman's jurisdiction because the…
202332868 Housing association
The landlord offered reasonable redress for its handling of repairs to the intercom system, which were delayed for several months, with compensation of £480 deemed fair. There was service failure in the landlord's…
202520130 Housing association
Maladministration was found in the landlord's handling of a roof repair (8-month delay), damp and mould (no timely inspection or risk assessment), and the complaint process (long delays). Service failure was found in…
202347001 Housing association
The Ombudsman found maladministration in the landlord's handling of garden works, repairs to external render and associated internal repairs, and its complaint handling. The landlord took over 2 years to complete garden…
202412992 Housing association
The Ombudsman found service failure in the landlord's responses to service charge queries about door entry and mansafe systems that did not exist, including failing to provide reconciled accounts and respond to the…
202438782 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rehousing request (it failed to refer her to support agencies despite affordability concerns), reasonable redress in its handling of high…
202433336 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of repairs to windows, where the landlord's approach was fair and reasonable but its communication was poor, and maladministration…
202501351 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to a lack of oversight, delays in completing works, and communication failures over a prolonged period.…
202329144 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of defective external streetlights, which took over a year to repair, and service failure in its complaint handling. The landlord…
202515545 Housing association
Maladministration found in the landlord's response to a flood and related damage, and in its complaint handling. The landlord failed to fulfil stage 2 commitments in a reasonable time, delayed insurer details, and…
202428073 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise from communal plumbing — the noise remained unresolved for around 11 months, with repeated delays, unclear repair…
202523916 Housing association
Maladministration was found in the landlord's handling of the resident's reports of cold, damp and mould, including a 7-month delay in replacing radiators and failure to coordinate heating works with damp and mould…
202214261 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB, including failure to investigate in line with its ASB policy, delay in completing a risk assessment, failure to seek…
202433447 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal gate and lock, which took almost 14 months to complete despite being classified as an emergency repair under its policy, leaving…
202507149 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, as it failed to monitor the issue, respond to ongoing concerns, or update the resident as agreed, despite…
202516755 Housing association
The Ombudsman found maladministration in the landlord's handling of major works to the resident's permanent home and communal areas, its handling of concerns about the suitability of temporary accommodation, and its…
202330466 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports about the condition of the property and the level of compensation offered, though it failed to signpost the resident to its insurer. It found…
202518039 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, including failing to act on all surveyor recommendations, poor communication, and a significantly delayed kitchen extractor…
202318574 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to faulty streetlamps, which took far longer than its policy allowed, with poor communication, inaccurate records and failure to keep the…
202426245 Housing association
The landlord made reasonable offers of redress for its delays in responding to damp and mould reports (about 1 month total delay) and for a 7-working-day delay in issuing its stage 1 complaint response. The Ombudsman…
202519494 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a broken communal lift and subsequent repairs: it took some positive steps (attending repairs, providing temporary…
202518113 Housing association
The landlord made a reasonable offer of redress regarding both its handling of the resident's reports of damp and mould and its complaint handling. It had no repair obligations for the property under the shared…
202301147 Housing association
The landlord was found to have maladministration for failing to provide service charge breakdowns as committed, providing them 6 months late, and service failure for its complaint handling delays. The landlord was…
202527975 Housing association
The Ombudsman found the garage repairs complaint outside jurisdiction as the garage was not part of the tenancy. It found maladministration in the landlord's handling of damp and mould reports due to significant delays,…
202423371 Housing association
The Ombudsman found service failure in the landlord's handling of concerns about the standard and frequency of communal cleaning and the level of service charge, as it failed to fully respond to the service charge…
202319000 Housing association
The resident ended the tenancy in March 2023 and a family member remained in the property; the landlord set up a use and occupation account and applied to court for possession. The Ombudsman found both complaint heads —…
202441630 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to cracks in plasterwork and in its handling of the associated complaint. The landlord appropriately investigated the cracks and confirmed the…
202519498 Housing association
There was maladministration in the landlord's handling of the resident's noise-related ASB reports (delays in risk assessment, no documented action plan, and slow activation of the noise app), and service failure in its…
202344440 Housing association
The Ombudsman found service failure in the landlord's handling of communal cleaning and the associated service charges, maladministration in its handling of the resident's queries about service charges (including a…
202330774 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reported difficulty entering and exiting the block, and in its complaint handling. The landlord failed to progress repairs to the…
202451979 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of rats: it failed to implement its expert contractor's recommended remedial measures in 2023 and could not evidence reasonable…
202524465 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns that it did not respond to her correspondence, and reasonable redress in its complaint handling. The landlord acknowledged the…
202420222 Housing association
The resident complained about the landlord's response to her service charge enquiries (communal electricity and lighting) and its complaint handling. The Ombudsman found the landlord offered reasonable redress on both…
202445986 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak, damp and mould, and service failure in its handling of the complaint. The landlord failed to resolve the leak, damp and mould (which persisted…
202344926 Housing association
The landlord made a reasonable offer of redress (£705) which resolved the errors in its handling of repairs to the resident's pathway and porch, which were subject to considerable delays. Issues about the fence and side…
202435890 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of water ingress through the garage wall, but maladministration in its complaint handling. It ordered the landlord to apologise…
202500782 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB from a neighbour, because it failed to follow its ASB policy by not agreeing an action plan or providing regular updates.…
202513410 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of damp and mould, property damage, and complaint handling. The landlord identified delays, repaired issues, apologised, and offered £795…
202510450 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of cannabis use, as it acted in line with its ASB policy at the time and made appropriate attempts to address the issue, later updating its…
202509617 Housing association
The landlord was found responsible for maladministration in its handling of the resident's ASB reports due to poor communication, delayed updates, failure to confirm case closure in writing, and failure to complete a…
202445176 Housing association
The Ombudsman found maladministration in how the landlord handled the resident's reports of a faulty intercom system, having delayed unreasonably from August 2024 and failed to resolve ongoing issues after a replacement…
202512495 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report of a leak and associated repairs, and service failure in its complaint handling. The landlord must apologise, pay £350, and write…
202512546 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a leak and associated damp and mould, outstanding repairs to the boiler and bathroom, and the associated complaint.…
202432006 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of issues following a mutual exchange, including unreasonable delays completing kitchen cupboard and door frame repairs and its…
202339307 Housing association
The Ombudsman found reasonable redress in the landlord's handling of communal repairs (repairs completed, apology and compensation offered), service failure in its handling of concerns about communal services and…
202514381 Housing association
The landlord failed to complete damp and mould repairs within a reasonable timescale and did not fulfil commitments made in its stage 2 response more than 18 months earlier, so the Ombudsman found maladministration in…
202412367 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's overcrowding reports (it failed to consider a management move despite its policy and did not complete promised actions), service failure…
202430043 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and modifications to the wet room, heating system and intercom in the resident's temporary accommodation, where repairs were not progressed…
202344973 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of faulty windows, due to significant delays (repairs still outstanding as at 19 November 2025), poor record keeping and…
202509645 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and associated repairs, including significant delays, insufficient support for a known vulnerable resident and a failure to address safety…
202408073 Housing association
The Ombudsman found reasonable redress for the landlord's response to reports of theft after a resident's death (its communication lacked empathy and transparency, and it failed to take a written statement) and for its…
202328477 Housing association
The Ombudsman found service failure in the landlord's handling of leaks into the home (from the boiler and front door) and of the resident's pest reports, and reasonable redress in its handling of damp and mould and of…
202414476 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to relocate a lounge radiator (delayed inspection, failure to update/communicate, and disproportionate compensation) and service…
202433087 Housing association
The Ombudsman found service failure in the landlord's response to repairs to the hot water system — there was an unreasonable delay in achieving a lasting repair to the boiler, the landlord failed to record and share…
202334769 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for information about her service charges under Section 22 of the Landlord and Tenant Act 1985 (a 13-month delay), and in how it…
202306954 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's queries about rent and service charge calculations, including its failure to demonstrate it sent advance notices before taking direct…
202438858 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a faulty radiator (it appropriately obtained advice and gave reasonable cleaning advice, and apologised when it initially…
202347299 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of ASB by a neighbour, and in its handling of the complaint. It ordered the landlord to apologise and to pay £405 in compensation.
202331162 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a cracked kitchen window (significant repair delays of over 14 months and poor communication/record keeping) and in its…
202432188 Housing association
The Ombudsman found service failure both in the landlord's response to reports about the resident's boiler (conflicting advice, repeated appointments, late/missed contractor visits and no evidence of learning) and in…
202428730 Housing association
The Ombudsman found severe maladministration in the landlord's decision not to waive the resident's rent arrears: after a leak left the property uninhabitable, it failed to assess habitability, consider temporary…
202222548 Housing association
The Ombudsman found maladministration in the landlord's slow, over 2-year response to a reported trip hazard that injured multiple residents, and in its complaint handling, ordering £650 compensation and an apology.
202438607 Housing association
The Ombudsman found reasonable redress in the landlord's response to reports of damp and mould, as the compensation offered was proportionate to its failings. It found service failure in the landlord's complaint…
202337009 Housing association
There was maladministration in the landlord's handling of the resident's reports of damp and mould in the property: works identified in November 2023 were not booked until March 2024, there were multiple missed or…
202505763 Housing association
The Ombudsman found maladministration in the landlord's handling of pigeon pest proofing works, which were unreasonably delayed and poorly followed up, and maladministration in its handling of the associated complaint,…
202417064 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including failing to provide an agreed action plan after installing data loggers and not completing repairs…
202325053 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leaking roof and of reports of damp and mould, citing unreasonable delays and a failure to follow through on inspection and contractor…
202424775 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs and damp and mould, and maladministration in its complaint handling. The landlord's record keeping was poor, it did not complete all repairs or…
202406344 Housing association
Maladministration was found in the landlord's handling of damp and mould due to delays and inaction in progressing recommended works, while reasonable redress was found in its complaint handling. The landlord was…
202429128 Housing association
The Ombudsman found maladministration in the landlord's response to reports about ASB and unauthorised access into the resident's building, as it failed to adequately escalate its investigations and actions in a…
202424654 Housing association
The landlord offered reasonable redress for failing to manage the resident's expectations about when her kitchen would be replaced, having originally advised a 2024-25 replacement before moving it to 2026-27. The…
202312170 Housing association
The Ombudsman found a service failure in the landlord's handling of the resident's repair requests and maladministration in its handling of her damp and mould reports and her complaint, with reasonable redress for its…
202409445 Housing association
The complaint concerned the landlord's handling of reported defects and damp and mould, and its response to the resident's compensation request. The Ombudsman found the landlord had offered redress prior to…
202501349 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance reports (delays investigating, no timely risk assessment, poor communication and failure to follow up agreed actions) and…
202332647 Housing association
The complaint about the landlord's repairs to the communal heating and hot water system was resolved with the Ombudsman's intervention. The landlord agreed to provide the resident with the information they had…
202431595 Housing association
Maladministration was found in the landlord's handling of damp and mould at the property, due to significant delays, failure to follow its own damp and mould procedure, lack of risk assessment, poor record keeping and…
202500315 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks into the property and associated repairs, a blocked bath, and reports of damp and mould, and severe maladministration in its handling of the…
202342513 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of damp and mould (works agreed and costed in July 2023 were still not completed), service failure in its handling of leaks from the…
202329458 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of a roof leak and associated repairs, citing avoidable delays, poor communication, poor repair management and failure to comply…
202425580 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about subsidence and the associated insurance documentation, as it failed to take sufficiently prompt and proactive action to…
202413388 Housing association
The Ombudsman found maladministration in the landlord's response to damp and mould (unresolved more than two years after first report) and in its response to reported window problems (unresolved almost two years), and…
202324360 Housing association
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…
202429318 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's antisocial behaviour reports, its handling of related welfare issues (including concerns about unfair treatment), and its complaint…
202337894 Housing association
The complaint concerned the landlord's handling of mould and related repairs and its complaint handling. The Ombudsman found failures (delays in completing repairs and mould washes, and delays in the complaint process)…
202446502 Housing association
The Ombudsman found reasonable redress in the landlord's handling of water leaks into the property, and maladministration in its handling of the resident's complaint. It ordered £150 compensation for the…
202429786 Housing association
The resident complained about the landlord's handling of concerns over its grounds maintenance service and about its complaint handling. The Ombudsman found no maladministration in the landlord's handling of the grounds…
202405752 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the rat infestation and associated garden damage, where the landlord offered £465 compensation commensurate with its acknowledged failings. However,…
202427982 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of inadequate heating, and service failure in its complaint handling. The landlord was ordered to apologise and pay £300 (£200…
202401836 Housing association
The Ombudsman found maladministration in the landlord's response to reports of water penetration and damp in the resident's bedroom, and service failure in how it handled the complaint. The landlord was ordered to…
202321426 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, citing delays in taking agreed action, inadequate risk management and poor communication, and ordered £600 compensation…
202429762 Housing association
The complaint concerned the landlord's handling of a hot water repair and the associated complaint. The Ombudsman found the landlord's pre-investigation offer of reasonable redress satisfactorily resolved the repairs…
202502888 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of damp and mould and in its response to her request to renew the roof and loft insulation, but no maladministration in its…
202315785 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance reports (delays, failure to follow its own ASB/good neighbourhood management policy and poor record keeping) and service…
202340006 Housing association
The Ombudsman found no failing in the landlord's decision to postpone a planned kitchen renewal, but maladministration in its poor communication about the rescheduled works, which caused the resident unnecessary…
202407153 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's ASB reports and for complaint-handling delay (total £190 compensation), and found no maladministration in its handling of…
202415515 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (damp and mould and the unsafe garden), ordering £925 compensation and a garden inspection/action plan. It found reasonable redress for the…
202427647 Housing association
The Ombudsman found maladministration in the landlord's handling of guttering/downpipe repairs and associated damp and mould, its response to external drainage issues, and its response to reports about a previous…
202405212 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's garden and fence, which took over two years following damage caused by its contractor, and service failure in its handling of…
202342145 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress and damp and mould, which took around 18 months and multiple visits to resolve, and in its handling of the…
202339455 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about a communal door, her mailbox, flat doors and pigeons in the loft, largely due to unreasonable delays in addressing the…
202338859 Housing association
The complaint concerned the landlord's response to the resident's reports about the personal impact she experienced following communal repair issues (a broken security light, communal door lock and intercom), after she…
202335924 Housing association
The Ombudsman found service failure in the landlord's communication with the shared ownership leaseholder about lowering her ceiling, and service failure in its handling of the complaint, ordering £100 compensation plus…
202404075 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's various repairs (repeated missed appointments, delays of up to 511 days, poor record-keeping and communication, and outstanding repairs)…
202336213 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's reports that her boiler flue was inaccessible. It identified service failures — referring her reports to its contractors…
202401894 Housing association
Severe maladministration was found in the landlord's handling of window repairs, which remained unresolved 3.5 years after replacement was recommended, with inadequate monitoring, communication and recordkeeping despite…
202427723 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB and noise nuisance, due to inconsistency, delays, and failure to follow through on its action plan. It also found service…
202220219 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks, damp and mould (635-day delay to fix roof), window and door repairs (21-month delay), and a dangerous garden path (left unsafe for…
202348554 Housing association
The landlord was found to have committed maladministration in both its handling of the resident's concerns about a garden fence/boundary that reduced the size of her garden and its handling of the associated complaint.…
202407062 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise, as it failed to follow its ASB policy, closed the report while the issue was ongoing, and did not respond to requests…
202329798 Housing association
The resident complained about the landlord's handling of a shower leak, damp and mould, and the conduct of contractors. The Ombudsman determined the complaint is not within its jurisdiction because the matter is now the…
202413994 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's queries about the building's intercom system — including an unreasonable 2-week wait for a response, failure to provide the…
202453288 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould and the associated repairs, including a 15-week delay in completing repairs and a failure to revisit the…
202431230 Housing association
The resident complained about the landlord's refusal to reimburse the cost of repairing her faulty fridge-freezer and to allow her to take the repaired appliance when she moved. The Ombudsman found no maladministration:…
202500448 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about defective external communal lighting, which remained unresolved after around 14 months and featured unreasonable delay,…
202329683 Housing association
The Ombudsman found maladministration in the landlord's communication about legal action against the resident's neighbour, service failure in its response to the resident's request to be moved, and maladministration in…
202438252 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak, including avoidable repair delays, poor communication and appointment management, failure to recognise the…
202438647 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a boiler repair. The landlord acknowledged delays in resolving the heating issue over a 9-month period, offered apologies and…
202336546 Housing association
The resident (a leaseholder) complained about the landlord's handling of her service charge queries and her request to change the communal lights to sensor lights. The Ombudsman found service failure in the service…
202418976 Housing association
The resident complained that the landlord mishandled her reports that the back garden of her new-build home was installed incorrectly (uneven, waterlogged, insufficient topsoil). The Ombudsman found no…
202438716 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to a lack of action for about two years following a 2022 survey, poor communication about changed…
202336236 Housing association
The complaint concerned the landlord's handling of the utilities (communal electricity) element of the service charge and the associated complaint. The Ombudsman found no maladministration, concluding the landlord…
202432773 Housing association
Maladministration was found in the landlord's handling of damp and mould reports due to significant delays in actioning surveyor ventilation recommendations from November 2023 to January 2025. Service failure was found…
202336383 Housing association
The Ombudsman found maladministration in the landlord's handling of communal lighting that stayed on constantly, its handling of lift breakdowns (including a 39-day outage after a water leak), and its complaint…
202337233 Housing association
The landlord was found to have maladministration for taking over two years to replace faulty door entry and intercom systems at the resident's block, causing inconvenience including missed deliveries. The landlord was…
202337196 Housing association
The Ombudsman found an offer of reasonable redress on both heads: the landlord's handling of leak repairs and the resident's temporary move (delays largely caused by difficulty gaining access to the flat above), and its…
202347516 Housing association
The landlord unreasonably delayed repairs to a communal car park gate for around one month (in approving the contractor's quote) and failed to provide proactive updates while the gate was out of action. The Ombudsman…
202430139 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to windows and external doors and in its record keeping, and maladministration in its complaint handling. It ordered the landlord to apologise,…
202324841 Housing association
The Ombudsman found maladministration in the landlord's communication regarding the resident's requests for information (cladding, insurance, internet and refuse smells) and in its complaint handling. It ordered a…
202413945 Housing association
The Ombudsman found maladministration in the landlord's handling of the property condition following a mutual exchange — including a failure to show it acted reasonably at the July 2024 inspection, a 5-month delay in…
202401999 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report that its contractor damaged her boiler flue and turned off the gas at her property, and service failure in its handling of the…
202344402 Housing association
The Ombudsman found the landlord made an offer of reasonable redress that resolved the complaints about its handling of repairs (kitchen extractor fan, garden paving and fence) and its communication with the resident.…
202325518 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a roof leak and in its handling of the associated complaint. It ordered the landlord to pay £565 in total compensation and to…
202320023 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the air filtration system, overheating and lack of ventilation, and intercom repairs, as well as in its complaint…
202311735 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's service charge enquiries, due to failures to fully respond over a prolonged period, a lack of transparency about missing actuals and…
202304987 Housing association
The Ombudsman found service failure in the landlord's handling of a shared leaseholder's reports of cracking noises from the roof: although it appropriately commissioned a structural survey, it failed to consider all…
202441914 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and window repairs, and service failure in its handling of leaks, ordering £550 in additional compensation on…
202325387 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to inspect service charge receipts and invoices for 2021-2022 (some documents were still not provided and the apportionment to…
202439760 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of disability discrimination (it did not identify his support needs early enough and failed to carry out a meaningful…
202442436 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about pests (failure to investigate ongoing reports, a five-month failure to act, and failure to engage with her requests to…
202415124 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about cracks to the bedroom ceiling (the landlord apologised, completed the works and offered compensation in line with…
202403970 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, service failure in its handling of parking issues and of her name change request, and no maladministration regarding…
202411939 Housing association
The Ombudsman found maladministration in the landlord's handling of lift repairs, which involved prolonged intermittent outages over around 9 months, failure to risk assess the resident's individual needs, poor record…
202435331 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and associated repairs, and maladministration in its handling of the complaint process. The landlord was ordered to…
202410194 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about damp and mould and related repairs (extractor fans, loft insulation and gutters), the front door, leaks and repairs to the…
202445587 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a bathroom leak and a faulty front door, citing a missed emergency timescale for the leak, repeated unproductive appointments, poor internal…
202421343 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about setting up energy accounts, and service failure in its complaint handling. It ordered an apology, £150 further…
202325589 Housing association
The Ombudsman found the landlord was unreasonable in the length of time it took to repair the door intercom system and in failing to keep the resident updated, and that its complaint responses were late. However, the…
202333665 Housing association
The Ombudsman found no maladministration in the landlord's handling of the sale of a shared ownership property. The landlord communicated transparently about construction delays caused by the original contractor going…
202421109 Housing association
The landlord failed to properly handle the resident's reports of damp and mould from September 2022, failing to inspect within its procedure timescales, not monitoring the situation, keeping inadequate records, and…
202423862 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs (void-period repairs, the sloping communal staircase, and leaks/damp/mould) and maladministration in its complaint handling. The landlord was…
202332315 Housing association
The Ombudsman found service failure in the landlord's handling of a bathroom heated rail installation, which remained outstanding for over three years after the landlord agreed to the work, and it did not evidence…
202401759 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of pest control (rats) issues, maladministration in its record keeping, and maladministration in its complaint handling, plus…
202331028 Housing association
The Ombudsman found maladministration in the landlord's responses to the resident's reports of a communal hallway leak, temperature issues (potential category 1 hazard), flooring/skirting allowing smells to transfer,…
202436229 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports about the water system. The landlord delayed attending the initial repair, failed to test water safety promptly or assess the…
202423456 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, and maladministration in its complaint handling. The landlord failed to risk-assess, failed to act…
202101782 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure — the landlord did not receive a clear escalation request within a…
202314409 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's report about her flat front door: it installed a new fire door without assessing her physical health needs and delayed putting options…
202312644 Housing association
A leaseholder complained about the level and reasonableness of a service charge increase, which elements of the charges were payable, delays in the landlord providing requested information, and concerns that inadequate…
202232562 Housing association
The Ombudsman found maladministration in the landlord's handling of works agreed in a September 2021 damp-and-mould settlement, which took 18 months to complete against an agreed 60-day timescale and where the…
202425624 Housing association
The Ombudsman found maladministration in the landlord's response to reports of noise and antisocial behaviour from the property above, including the resident's request for soundproofing and repairs. Failings included…
202330626 Housing association
The landlord's handling of the resident's reports of internal repairs and damage to her front door amounted to service failure: it delayed responding, failed to identify that it, not the resident, was responsible for…
202307505 Housing association
The Ombudsman found the landlord's pre-investigation offer of £610 in compensation amounted to reasonable redress for its handling of the resident's concerns about the security of communal post boxes and its delayed…
202331211 Housing association
The complaint concerned the landlord's handling of repairs to the resident's windows, including delays and poor communication after the resident reported water ingress. The Ombudsman found service failure: the landlord…
202329127 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and outstanding repairs, reports of pest infestation, and its complaint handling, while finding that its handling of…
202216116 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's query about a communal garden, due to prolonged delays (7 months to respond, 8 months to inspect, 7 months to clear), poor communication,…
202225067 Housing association
The Ombudsman found no maladministration in the landlord's handling of parking concerns, as it acted appropriately to resolve an unauthorised caravan and investigate car park ownership. A related complaint about…
202233515 Housing association
The Ombudsman found service failure in both the landlord's handling of repairs to the resident's patio doors (delays of around two years, incomplete records, and a failure to consider her vulnerabilities) and its…
202214560 Housing association
The Ombudsman found service failure in the landlord's handling of communal door repairs, which took over a year to fully resolve, and where the landlord did not adequately address the resident's safety concerns.…
202428635 Housing association
The Ombudsman found the landlord made a reasonable offer of redress in its handling of the resident's reports of ASB, the request to split the shared garden, and its complaint handling. While the landlord's…
202323565 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it followed its ASB procedure by completing a risk assessment, interviewing parties, gathering evidence and involving…
202318597 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of noise nuisance and of leaks with associated temporary repairs. The landlord failed to acknowledge or investigate the noise…
202316840 Housing association
The Ombudsman found the landlord made an offer of redress prior to investigation that satisfactorily resolved the complaint about its handling of the resident's reports that a carbon monoxide detector had expired. The…
202308943 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of plumbing issues (soil stack noise and sewage smell) and service failure in its handling of the associated complaint. It…
202317462 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request for repairs (delays in replacing a window and front door, missed appointments and poor record keeping) and maladministration in…
202316712 Housing association
The complaint concerned the landlord's handling of repairs to the doors at the resident's property. The Ombudsman found the landlord had caused delays, a missed appointment and poor communication in handling the…
202229907 Housing association
The Ombudsman found maladministration in the landlord's handling of a broken boiler, other repairs including a lounge blind, fridge freezer and communal lift, and in its complaint handling, ordering a total of £3,661…
202211259 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance, communal items, door slamming) due to poor communication, failure to manage…
202323443 Housing association
The Ombudsman found service failure in the landlord's response to reports about the front door and about increased heating costs, no maladministration in its response about subsidence, and maladministration in its…
202322976 Housing association
The complaint concerned the landlord's response to the resident's report that an engineer entered her home without permission, and its related complaint handling. The Ombudsman found reasonable redress on both heads:…
202330022 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (ASB) from a neighbour, and service failure in its complaint handling. The landlord's ASB handling was…
202328281 Housing association
The Ombudsman found no maladministration in the landlord's handling of the mutual exchange (property/garden condition), the reports of damp and mould (including mould damage to possessions), or the asbestos concerns. It…
202318421 Housing association
A leaseholder complained about the landlord's management of repairs to the block, CCTV maintenance, its response to ASB reports, service charge queries, and complaint handling. The Ombudsman found maladministration in…
202419050 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's noise nuisance/ASB reports, its handling of fire safety concerns, and its complaint handling, and service failure in its handling of…
202231873 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould in the property, given the number of failures accumulating over 17 months, its failure to consider…
202431494 Housing association
The Ombudsman found service failure in the landlord's response to reports of antisocial behaviour (ASB) — it did not follow its ASB policy by failing to open a case when it should have, and did not offer support to a…
202330674 Housing association
The Ombudsman found severe maladministration in the landlord's response to the resident's reports of a leak from their bathroom, and maladministration in its response to the resident's request for other repairs and in…
202324414 Housing association
The Ombudsman found the landlord had offered redress prior to investigation which satisfactorily resolved the complaint about the sub-standard window installation and the damage caused to the resident's television by…
202439743 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about having to temporarily decant, her mutual exchange enquiries, and her concerns about repairs including damp and mould,…
202119657 Housing association
The landlord was found to have maladministration for failing to repair the resident's damaged flooring over nearly 4 years, with poor contractor oversight and lack of updates. Its complaint handling was found to be…
202345840 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, citing multiple and cumulative failures including missed policy timescales, a 10-month delay resolving…
202321638 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding defect works and of the associated formal complaints, ordering £900 in compensation. It found the landlord offered reasonable redress for…
202312546 Housing association
The Ombudsman found service failure in the landlord's handling of antisocial behaviour reports, primarily because it failed to complete a new or updated risk assessment for over two months, and service failure in its…
202315808 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following building works at a neighbouring property, citing delays, poor communication, failure to act on its own inspection and survey…
202324125 Housing association
The complaint concerned the landlord's handling of reports about a leak from a neighbouring property that caused water damage to the resident's home. The Ombudsman found the landlord responded promptly to the initial…
202405356 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a boundary fence, which took around 5 months (96 working days) against a 20-working-day target, with five missed or rearranged appointments.…
202313985 Housing association
The landlord delayed repairs to the resident's shutter for at least 3 years and failed to resolve reports of damp and mould in the living room for over 33 months despite promising to do so. The Ombudsman found…
202406935 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's lighting and electrical repairs (failing to follow through on its contractor's recommendations, not completing an EICR, and not…
202405905 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of repairs and the subsequent damp and mould, and severe maladministration in its complaint handling. It ordered the…
202402427 Housing association
The Ombudsman found maladministration in the landlord's handling of roof leaks causing damp and mould (including inappropriate advice to obtain her own surveyor, delay between February and September 2024, and poor…
202318776 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of a bed bug and mice infestation. It acknowledged delays, poor communication and an initial complaint response that wrongly said…
202407786 Housing association
The Ombudsman found no maladministration in the landlord's handling of a new property sale (the resident could not reserve the new build until his own property was under offer) and no maladministration in its response…
202302270 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, where it failed to follow its standard operating procedure for serious health conditions, had inadequate…
202331229 Housing association
The complaint about repairs that were subject to 2023 court proceedings was found outside the Ombudsman's jurisdiction. In relation to the resident's reports of leaking gas pipes under the cloakroom floor, the Ombudsman…
202436215 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports, as it failed to acknowledge or act on multiple reports, did not open an ASB file, and did not follow its ASB policy (no…
202317260 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour from a neighbour, because it failed to contact the resident within its ASB policy timescales and…
202313792 Housing association
The Ombudsman found the landlord's response to the resident's concerns about noise from a nearby private nursery, its use of a passageway and enforcement of a covenant was outside jurisdiction, as it had been previously…
202310835 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a sewage odour in the property, including significant delays in arranging and completing repair works, and maladministration in its handling…
202223608 Housing association
The Ombudsman found the landlord's offer of £195 compensation satisfactorily resolved the complaint about its handling of the resident's request for service charge information, amounting to reasonable redress.
202347710 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs at the property, including a leak from above, and severe maladministration in its handling of the resident's complaint. It ordered a…
202318488 Housing association
The Ombudsman found maladministration in the landlord's maintenance of the building: it charged the resident for grounds maintenance and communal window cleaning it never provided, failed to update and refund those…
202314316 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of problems with their hot water and in its complaint handling. The landlord failed to investigate the intermittent hot water…
202315167 Housing association
The Ombudsman found maladministration in the landlord's handling of roofing repair works, due to poor and prolonged communication about the repairs and scaffolding, and maladministration in its handling of the…
202313629 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's window workmanship concerns, maladministration in its handling of concerns about a concrete patio and water ingress (it failed to…
202404977 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress, damp and mould, its handling of her reports that she could not use her bathroom sink, its response to reports…
202302556 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of anti-social behaviour (a neighbour's uncontrolled dog) — including poor communication, missed early intervention, weak record…
202209842 Housing association
The Ombudsman found maladministration in the landlord's handling of a long-running leak from the property above, due to delays, poor record-keeping, and failure to proactively pursue access to the neighbouring property.…
202324807 Housing association
The landlord's handling of grounds maintenance amounted to reasonable redress (£75 offered), its handling of parking was appropriate (no maladministration), its handling of reports of mould was a service failure, and…
202311736 Housing association
The resident, a leaseholder, complained about the level of the service charge for cyclical works and whether the poor standard of work justified the charges. The Ombudsman did not investigate, finding the complaint…
202330144 Housing association
The complaint concerned the landlord's handling of the resident's direct debit payments and its complaint handling. The Ombudsman found the landlord offered reasonable redress on both heads: an IT error caused incorrect…
202311125 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of communal repairs and for its complaint handling, a service failing in its handling of communal cleaning, and no maladministration in its…
202339149 Housing association
The Ombudsman found reasonable redress for the landlord's response to insufficient heating and heating repair delays and to reports of damp and mould, but service failure in its handling of the associated complaint. It…
202404604 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's request to carpet the communal area and for its handling of the ASB complaint, but found maladministration in its handling…
202323460 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's service charge account and in its complaint handling. The landlord had acknowledged over-collecting direct debit payments over a 6-month…
202321554 Housing association
The landlord's handling of the resident's reports of damp, mould and associated repairs amounted to severe maladministration: issues identified in November 2022 remained outstanding 11 months later and beyond the final…
202216747 Housing association
The Ombudsman found the complaint about rent and service charge increases was outside its jurisdiction. There was service failure in the landlord's handling of ASB due to delays in offering mediation and not updating…
202231795 Housing association
The Ombudsman found maladministration in the landlord's 8-month delay repairing a broken staircase that caused a pregnant resident to fall, and its failure to signpost her to make a personal injury claim, ordering £700…
202218618 Housing association
Severe maladministration for boiler flue/pergola roof (4-year delay, gas breach left 6+ months). Maladministration for cracks (39 months), fence/wall/gate (43 months), guttering (27 months), and complaint handling.…
202408622 Housing association
The complaint concerned the landlord's handling of the resident's reports of a water leak (which the resident said caused higher water usage) and the associated complaint. The Ombudsman determined it was outside its…
202309939 Housing association
The landlord took around six months to provide the resident's requested service charge breakdown, failed to respond to her initial section 21 request, and communicated poorly about delays, and it also failed to follow…
202300442 Housing association
The Ombudsman found the landlord provided reasonable redress (before investigation) for the management of the resident's rent account, including an incorrectly issued Notice of Seeking Possession and a record-keeping…
202409183 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of ASB and its handling of reports about a staff member's conduct, and there was no maladministration in its…
202326160 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about heating and hot water (access had not been provided for the annual gas safety check), maladministration in its handling of a draught…
202307419 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about a leak under the kitchen sink, a faulty communal door intercom, and faulty electrical sockets, and service failure in its…
202301167 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports that a neighbour's overgrown garden had damaged her fence, and in its handling of the associated complaint. The landlord had…
202225108 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a recurring roof leak that went unresolved for over four years despite repeated reports, and maladministration in its complaint handling. It…
202312602 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water overflowing from the roof (it failed to fully resolve the issue and told the resident the repair was complete when it…
202311483 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement of the resident's front door, which was left unsecured for 23 weeks before a new door was ordered, and service failure in its complaint…
202410354 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which remained unresolved over a prolonged period and where the landlord missed opportunities to offer…
202329249 Housing association
The Ombudsman found maladministration in the landlord's handling of boiler repairs, service failure in its handling of door entry system repairs, and no maladministration in its handling of kitchen appliances. It…
202401558 Housing association
The landlord took almost five months to discover a sewage pipe leak behind the resident's kitchen wall, having previously suspected it in December 2023; it failed to proactively rebook after a no-access, provided poor…
202450796 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen repairs (over 2 years delay), gate repairs (back gate still outstanding), storage box repairs (landlord initially denied responsibility then…
202325876 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a replacement front door and missing security features, and severe maladministration in its handling of the resident's reports of staff conduct…
202311890 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's window and intercom repairs, service failure in its handling of the communal rear door and its complaints handling, and no…
202333548 Housing association
The landlord let a property that was below its own lettable standards (windows with blown double-glazing and non-working handles, and insufficient bathroom tiling for a shower). The Ombudsman found the landlord offered…
202410058 Housing association
The Ombudsman found the landlord's handling of the resident's subject access request outside its jurisdiction (ICO remit), maladministration in its handling of the resident's ASB reports and discrimination/bias concerns…
202300900 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a blocked waste pipe and associated kitchen repairs (delays, unnecessary visits and poor communication) and in its handling of the…
202232960 Housing association
The Ombudsman found the landlord's handling of communal facilities was reasonable (no maladministration), while its handling of communal repairs and of estate management/communication amounted to reasonable redress, and…
202309721 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a roof leak and the associated repairs, and maladministration in its complaint handling. It ordered a written apology and…
202345478 Housing association
The complaint concerned the landlord's response to the resident's request to retain her own CCTV security system, installed without permission. The Ombudsman found no maladministration: the landlord acted…
202305692 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of antisocial behaviour from a neighbour, as it could have been more proactive in obtaining sufficient evidence, should have explored why the…
202300899 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of mould (delays to the damp and mould survey and poor communication, with inadequate compensation), reasonable redress for its…
202213458 Housing association
The Ombudsman found the resident's ASB complaint was outside its jurisdiction as it had not exhausted the landlord's complaints process. The landlord's handling of repairs was found to be reasonable redress: although…
202108019 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to replace windows and back door (delays, poor communication, failure to respond to requests) and in its response to reports of…
202314620 Housing association
The Ombudsman found service failure in the landlord's handling of a shared ownership purchase, where the landlord failed to inform the resident of a £10,000 price increase for two months after revaluation and did not…
202301178 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs following a leak into the property (delays completing the light socket repair, repainting and carpet replacement, poor communication, and…
202306243 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of nuisance and rodent infestation from overgrown nearby wildland and a next-door neighbour's garden, and maladministration in…
202220587 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould (6-month delay, failure to consider alternatives) and the smoke alarm (10-month delay to repair a mains-operated alarm). Service failure…
202232643 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of asbestos (its response was prompt, thorough and there was no risk to the resident, so a decant was not necessary). It found…
202211864 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about subsidence and associated repairs, and in its consideration of the resident's vulnerabilities. The landlord delayed…
202341744 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a rodent infestation: it kept inadequate records, lacked a reasonable target timescale to begin investigations (six-week delay in responding…
202224276 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to a communal fire door, as it attended within its emergency repair timescale on both occasions and appropriately apologised to the resident.
202400489 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks and remedial works (delay in repairing the leak, two missed appointments, and a failure to consider inconvenience caused by faults…
202324573 Housing association
The Ombudsman found maladministration in the landlord's handling of the shared owner's request for clarification about a backdated increase in energy charges: its communication was unclear and confusing, it gave…
202320944 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB from his neighbour, as it did not provide the full level of support its ASB policy said was available to vulnerable…
202304591 Housing association
The complaint concerned the landlord's service of a tort notice and its attempted removal of the resident's vehicle, which was parked on land the landlord owned and managed. The Ombudsman determined the complaint was…
202302575 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of issues with the hot water system, of a bathroom leak, and of the associated complaint, and service failure in its handling of the resident's…
202312625 Housing association
The Ombudsman found maladministration in the landlord's handling of the leaseholder's request for clarification about water and fire safety service charges, and in its complaint handling. It ordered a senior manager…
202336178 Housing association
The Ombudsman found maladministration in the landlord's handling of antisocial behaviour (noise nuisance): it failed to set the resident's expectations, did not complete risk assessments or act on her vulnerability, and…
202221251 Housing association
The Ombudsman found maladministration in the landlord's handling of a long-outstanding bedroom window repair (453 days) and its delayed response to damp and mould (169 days), plus service failure in its complaint…
202320180 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of anti-social behaviour from a next-door neighbour, which it dealt with in line with its ASB policy (though a risk…
202318381 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's transfer request to an accessible property, its handling of her request for a bathroom upgrade, and its complaint handling. The landlord…
202305661 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's requests for service charge information (repeated delays and failure to provide the requested property-specific information) and in its…
202234466 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports and complaints about mould, an extractor fan, a lack of heating and window repairs. It found unreasonable delays, poor…
202226713 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, and found the damp and mould complaint about the resident's previous property fell outside its jurisdiction.
202233614 Housing association
The Ombudsman found maladministration in the landlord's handling of the communal electricity supply and service charge, the resident's request about the communal cleaning service charge, the replacement of communal fire…
202301251
The Ombudsman found reasonable redress for the landlord's handling of a leak that led to the resident's bedroom ceiling collapsing, and for the remedial works to the ceiling including their quality. It found service…
202230114 Housing association
The Ombudsman found maladministration in the landlord's handling of adaptations, a transfer request, and the associated complaint, ordering total compensation of £1,100 and a written apology.
202302554 Housing association
The Ombudsman found maladministration in the landlord's response to reports of window leaks, damp and mould (significant and ongoing delays, poor communication and no forward plan), in its handling of the resident's…
202306922 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of heating and hot water issues, which remained unrepaired over a lengthy period despite multiple visits, and in its handling of…
202314357 Housing association
The Ombudsman found service failure in the landlord's response to the resident's bin store repair report, and service failure in its handling of her report of staff misconduct and its decision to place a joint visit…
202234809 Housing association
The Ombudsman found maladministration in how the landlord handled water ingress and associated damp and mould in the property, characterised by unreasonable delays, poor communication and substandard investigation, and…
202339900 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of roof leaks, damp and mould, a rodent infestation, and repeated repairs to the communal door, as well as in its handling of…
202216117 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour. The landlord carried out a thorough investigation alongside the police, had appropriate safeguarding…
202400649 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of leaks into the leaseholder's property and the subsequent repairs. The landlord failed to keep adequate records, did not complete initial or…
202347452 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for adaptations, but maladministration in its handling of the management home move, complaint handling and record keeping,…
202305489 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal lift, its handling of repairs to the intercom and main entrance door, and its handling of the resident's complaint. The…
202222453 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak report and its complaint handling, but service failure in its record keeping, ordering £100 compensation and recommending payment of a…
202340257 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, in its handling of the complaint and the level of compensation offered, and in its record keeping. The landlord…
202337318 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about heating and hot water, maladministration in its handling of the patio door and window repairs (which remained outstanding…
202213583 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of draughts and water ingress to windows and French doors, including a significant delay in progressing a new build warranty…
202230390 Housing association
The Ombudsman found service failure in the landlord's handling of repairs after its reasonable final complaint response stalled for many months with poor communication, ordering £500 compensation.
202224263 Housing association
The Ombudsman found maladministration in the landlord's handling of recurring roof leaks and damp/mould, and in a 12-month-plus delay installing upgraded radiators identified by a heat loss assessment, but no…
202209945 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to delays and failure to complete an action plan, ordering £100 compensation. No maladministration was found regarding the resident's…
202329780 Housing association
The Ombudsman found reasonable redress in the landlord's handling of ASB reports: it initially mis-processed the report as a complaint, delaying the risk assessment and case opening, but its subsequent actions and £100…
202228600 Housing association
The Ombudsman found the complaint about the length of the defect liability period was outside its jurisdiction, but found service failure in the landlord's delayed handling of defect repairs, including a 77-working-day…
202323310 Housing association
The Ombudsman found service failure in the landlord's handling of reports of damp and mould, citing repeated failures to follow its own damp and mould procedure, considerable delays and poor communication. The landlord…
202317874 Housing association
The Ombudsman found severe maladministration in the landlord's handling of reports of carbon monoxide in the property, and maladministration in its handling of the associated complaint. The landlord failed to install…
202229345 Housing association
The Ombudsman found maladministration in the landlord's handling of a neighbour's CCTV removal request and its complaint handling, reasonable redress for a good neighbour agreement and fence installation, no…
202229901 Housing association
The Ombudsman found service failure in the landlord's handling of parking management at the resident's block via its freeholder's managing agent, citing delayed communication about a penalty charge notice and…
202346818 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including a delay in acting on reports and a failure to explain its increased compensation award, and service…
202337322 Housing association
The landlord failed to complete recommended insulation and loft repairs for almost six months, communicated poorly, failed to act on the resident's request for temporary heaters, and delayed repairing the loft hatch,…
202306442 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of a faulty oven (it replaced the oven, apologised and offered compensation), service failure in its record keeping, and maladministration in…
202221957 Housing association
The Ombudsman found maladministration in the landlord's handling of water ingress that left internal repairs and decoration outstanding for over 2 years, and in its complaint handling due to delays at both stages. It…
202227417 Housing association
The Ombudsman found maladministration across the landlord's handling of damp and mould (nearly 4 years unresolved), various repairs, complaint handling, and record keeping, for a vulnerable resident with restricted…
202301490 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's kitchen repairs related to pest control and its handling of the request for a replacement kitchen and bathroom, and service failure in…
202300525 Housing association
The resident complained about the landlord's handling of a bed bug infestation and its refusal to reimburse costs she incurred for treatments and replacement furniture. The Ombudsman found no maladministration on either…
202304187 Housing association
The landlord's handling of the resident's reports of a roof leak amounted to maladministration, due to a lack of oversight and poor communication causing delays and missed appointments. Its handling of reports of damp…
202221863 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a resident's reports of severe heat loss from a non-standard construction property, and maladministration in its complaint handling. It ordered…
202313307 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's management move application, and service failure in both its handling of ASB reports and its complaint handling. The landlord was…
202224917 Housing association
The Ombudsman found maladministration in the landlord's handling of several outstanding repairs, its complaint handling, and its record keeping, ordering a senior officer apology, £1,933 compensation, and completion of…
202227212 Housing association
The Ombudsman found service failure in the landlord's handling of window repairs, maladministration in its handling of outdoor flooding, and reasonable redress for both the bathroom floor repairs and complaint handling,…
202328032 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour and noise: it failed to consider how noise transference contributed to the reports and did not take…
202310209 Housing association
The Ombudsman found maladministration in the landlord's response to the residents' reports of ASB (failure to complete a formal risk assessment, agree an action plan, follow up all Community Trigger actions, and…
202230319 Housing association
The Ombudsman found maladministration in the landlord's handling of a persistent statutory water pump noise nuisance, back door disrepair causing damp, and its complaint handling, ordering £2,860 total compensation, a…
202217647 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports. While the landlord took reasonable steps to investigate (speaking to neighbours, liaising with police, requesting evidence),…
202223653 Housing association
The Ombudsman determined that the complaint about the landlord's handling of damp and mould was outside its jurisdiction because a court had already given judgement on the same disrepair issue as part of a counterclaim,…
202219974 Housing association
The Ombudsman found severe maladministration for the landlord's handling of heating issues, where it failed to consider the elderly and vulnerable resident's needs, refused reasonable alternative heating, and left her…
202228637 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's request for compensation for carpets damaged by a water leak, and in its complaint handling, criticising inconsistent liability findings…
202218695 Housing association
The Ombudsman found maladministration for the landlord's handling of a bedroom light repair that took over 5 years to complete, for its complaint handling (delays, wrong name, poor communication), and for its record…
202304117 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's bedroom ceiling, owing to unnecessary delays in coordinating and progressing the works (including a 2-month delay in raising…
202215874 Housing association
The Ombudsman found maladministration in the landlord's management of repairs (delays to front door, windows, kitchen fan, and electrical testing) and in its complaint handling (unreasonable delays, failure to invite…
202111872 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's reports of an ongoing leak and water ingress causing damp and mould, in its complaint handling and compensation offer, and in its record…
202215836 Housing association
The Ombudsman found service failure in the landlord's response to damp and mould, a kitchen cupboard/sink request, a kitchen window repair, and reasonable adjustments/communication; and maladministration in its response…
202207125 Housing association
The Ombudsman found maladministration in the landlord's handling of new build property defects and its associated complaint handling. The landlord's contractual issues with its developer caused prolonged delays and…
202302042 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould (delayed inspection, failure to follow its own damp and mould framework, failure to provide an action plan or…
202205237 Housing association
The landlord was found to have maladministration for its handling of general repairs (failing to complete promised works, poor communication, no risk assessment for a vulnerable resident), its response to reports of…
202207242 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs, planned roof replacement works, complaint handling, and record keeping. The landlord failed to effectively address repeated roof leaks…
202204723 Housing association
Severe maladministration for excessive delays in repairs (cracked window 11 months, broken fence 13 months, damp/mould 12+ months, scaffolding left up) and failure to consider vulnerabilities. Service failure for vague…
202211975 Housing association
Maladministration for the landlord's handling of defects (bathroom window outstanding ~24 months, patio door unresolved ~36 months, delays fitting window restrictors, water softener paperwork not provided) and for…
202218185 Housing association
The landlord delayed addressing a bird infestation for around 3 years, leading to major rewiring works and a decant. The Ombudsman found reasonable redress for the infestation handling (as the landlord acknowledged…
202205648 Housing association
The landlord was found to have maladministration for taking over 5 months to fix a faulty communal front entrance door, with poor record-keeping and communication. It was also found to have maladministration for its…
202218086 Housing association
The Ombudsman found no maladministration in the landlord's handling of noise nuisance and ASB reports, as it took reasonable, balanced and proportionate steps including visiting the neighbour, contacting support…
202217628 Housing association
Maladministration found in handling of repairs (pathway delayed 18 months, fence 58 days, missed appointments for windows/doors) and complaint handling (41 days stage 1, 75 days stage 2). Ombudsman ordered apology, £825…
202128671 Housing association
Maladministration was found in the landlord's handling of the sale of the resident's shared ownership property (incorrect lease info, delayed advertising, wrong nomination period), buy back request (failure to advise on…
202219953 Housing association
The Ombudsman found maladministration in the landlord's handling of roof and guttering repairs, which were delayed for nearly a year with multiple cancelled appointments and poor monitoring. Maladministration was also…
202307305 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs to address damp and mould and in its handling of the associated complaint, and service failure in its handling of the resident's…
202307715 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and in its complaint handling. The landlord failed to follow its ASB procedure (no risk assessment, delays, over-reliance on…
202217797 Housing association
The landlord was found to have maladministration for failing to install a separate meter for communal lighting connected to the resident's supply within a reasonable timeframe (over 2 years), poor communication, and…
202204109 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to faulty kitchen cupboard doors, which took 22 months to complete, and service failure in its complaint handling due to significant delays (50…
202013457 Housing association
The Ombudsman found maladministration by Southern Housing for its handling of a resident's reports of long-standing water ingress (failing to communicate updates, complete risk/decant assessments, or consider interim…
202128297 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen repairs (8-month delay), damp and mould/bathroom repairs (failure to identify root cause or treat leaks as emergencies), record keeping…
202203359 Housing association
The Ombudsman found maladministration in the landlord's handling of the property condition at mutual exchange, and severe maladministration in its handling of repairs reported on moving in (significant delays, missed…
202123352 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's requests for specific repairs (kitchen, wet room, loft, etc.), as the landlord reasonably applied its policy. However,…
202205541 Housing association
The Ombudsman found maladministration by the landlord for delays and poor communication when handling remedial works for a structural defect and the resident's temporary move into alternative accommodation. There was…
202117230 Housing association
The Ombudsman found maladministration in the landlord's handling of water ingress reports, associated remedial works, and complaint handling. The resident experienced multiple leaks over approximately 8 months, with…
202200062 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a communal entrance door, which took 10 weeks to complete with poor communication and no risk assessment. Maladministration was found in the…
202214697 Housing association
The Ombudsman found severe maladministration by Southern Housing Group for its handling of leaks and subsequent repairs, and for its complaint handling. The landlord took at least 11 months to complete roof and wall…
202201095 Housing association
The Ombudsman found maladministration by Southern Housing Group for its handling of a shared-owner's reports of creaking floorboards and for its complaint handling. The landlord delayed referring the issue to the NHBC,…
202118236 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address damp and mould over nearly four years, including poor communication, record-keeping, and a retracted promise to replace windows. No…
201911202 Housing association
The Ombudsman found maladministration for the landlord's handling of parking concerns (poor communication, revoking a permit without clear explanation, delayed redress), service failure for its handling of a rehousing…
202211551 Housing association
The Ombudsman found no maladministration in the landlord's communication about major works, as it complied with statutory consultation requirements. However, there was service failure in the landlord's complaint…
202214428 Housing association
The Ombudsman found service failure by Southern Housing Group in its handling of a resident's flooring repair requests, including a 4-month delay in arranging an inspection and poor communication. The landlord's belated…
202216750 Housing association
The Ombudsman found maladministration by Southern Housing Group Limited for failing to proactively engage with the freeholder about a resident's concerns over cladding remedial works, not inspecting the property or…
202205336 Housing association
The Ombudsman found maladministration by Southern Housing Group for an unreasonable 5-week delay in fixing a leak through the bathroom ceiling (which contained asbestos) and for failing to properly risk-assess the…
202126806 Housing association
The Ombudsman found maladministration in the landlord's handling of mould and ventilation issues due to significant delays, poor communication, and failure to monitor contractors. A service failure was found in…
202110813 Housing association
The Ombudsman found maladministration by Southern Housing Group for failing to offer appropriate redress after its solicitor's error caused a possession hearing to be cancelled, prolonging the resident's exposure to ASB…
202224867 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour and her requests to be rehoused, but recommended clearer communication about internal transfers.
202224516 Housing association
The Ombudsman found maladministration in the landlord's handling of ongoing damp and mould issues, given delays and failure to explore ventilation solutions despite the resident's pregnancy, and in its complaint…
202218710 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request to end his joint tenancy and be transferred to alternative accommodation. The landlord correctly explained the options…
202117545 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports because it failed to carry out a risk assessment as required by its policy, despite the resident repeatedly raising safety concerns. Service…
202117950 Housing association
The Ombudsman determined this complaint was outside its jurisdiction because the resident's bathroom disrepair concerns were being pursued as part of a counterclaim in ongoing legal proceedings (possession claim by the…
202123627 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about cyclical redecoration works, as the landlord took appropriate steps to monitor quality and communicate with residents.…
202120117 Housing association
The Ombudsman found maladministration in the landlord's handling of a resident's request for evidence of fire safety following a fire in the building, and in its complaint handling. Service failure was found in the…
202107312 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports (taking over 18 months to diagnose cold bridging as the root cause) and for its handling of the resident's priority move…
202127930 Housing association
The landlord was found to have maladministration for its response to damp, mould and damage following a flood (9-month delay, then failing to complete promised works), for its response to drainage issues (over a year to…
202126007 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports and a window repair, taking over 8 months to agree works and nearly 2 years to fix the window, with poor communication…
202121668 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of outstanding kitchen repairs at the start of the tenancy, as the property met lettable standards and the landlord followed its policy.…
202119541 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a resident's reports of anti-social behaviour and noise nuisance over a prolonged period, including failure to take a victim-centred approach,…
202103763 Housing association
The Ombudsman found maladministration in the landlord's handling of heating and hot water issues (significant delays through winter, poor communication), maladministration in handling of a fire door replacement (delays,…
202217424 Housing association
The landlord was found to have maladministration for failing to fix recurring water leaks from the flat above in line with its repairs policy, allowing the ceiling to collapse and mould to build up, and for taking over…
202116592 Housing association
The landlord was found to have maladministration for its handling of repairs following a major water leak, including poor contractor oversight, incorrect information provided to the resident, and delays.…
202107977 Housing association
The landlord was found to have severe maladministration for its handling of repairs and upgrades, including giving conflicting information about kitchen upgrades, failing to complete agreed works for over 22 months, and…
202204941 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports (it used appropriate investigation tools, mediation and professional witnesses, and reasonably closed the case when evidence was…
202015888 Housing association
The Ombudsman found maladministration for the landlord's handling of a long-standing rodent infestation, including poor record-keeping, failure to follow its pest management policy, and unreasonable delays in completing…
202201579 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports due to a failure to assess vulnerability or offer support, no maladministration in its handling of counter-allegations against the resident,…
202218230 Housing association
The Ombudsman found severe maladministration for the landlord's handling of a roof leak and resulting internal damage, where the resident waited over 18 months for repairs with poor communication, record-keeping and…
202111826 Housing association
The Ombudsman found maladministration for the landlord's six-month delay in investigating and repairing a communal leak, severe maladministration for failing to complete or evidence fire risk assessment actions…
202115880 Housing association
The Ombudsman found maladministration for the landlord's 33-month failure to address leaks, damp and mould; severe maladministration for failing to respond appropriately to the residents' vulnerabilities and a reported…
202218376 Housing association
The Ombudsman found severe maladministration for the landlord's response to mould reports, maladministration for complaint handling and record keeping, and service failure for boiler issues. Despite knowing the resident…
202221158 Housing association
The Ombudsman found no maladministration in the landlord's summer pruning of communal trees, as it reasonably relied on qualified tree surgeons, but found maladministration in its complaint handling due to prolonged…
202126214 Housing association
The Ombudsman found no maladministration by the landlord in its handling of anti-social behaviour reports made about the resident, including its decision to issue her with a warning letter. The landlord acted…
202116632 Housing association
The landlord was found to have service failure for its delayed response to recurring sewage backups into the resident's bathroom from communal drains (March 2021 to December 2022), and maladministration for its…
202116184 Housing association
The landlord was found to have maladministration for incorrectly handling the resident's transfer request (failing to properly assess overcrowding and eligibility under its policy) and for maladministration in its…
202207489 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (significant delays of up to 10 months for loft condensation/ventilation works and poor contractor coordination), maladministration in…
202118678 Housing association
The Ombudsman found severe maladministration for the landlord's handling of hot water and bathroom repairs, with unacceptable delays of over 7 months to complete identified works. Maladministration was also found for…
202017061 Housing association
The Ombudsman found severe maladministration for the landlord's failure to effectively pursue the freeholder's managing agent to resolve long-standing communal heating issues, leaving the resident without a usable…
202200360 Housing association
The Ombudsman found service failure by the landlord for its delay in responding to the resident's ASB reports and lack of communication, ordering £200 compensation. The landlord's complaint handling was resolved by its…
202114779 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's ASB reports. The landlord issued a warning letter about an incident without first speaking to the resident or considering his account,…
202014681 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's concerns about the scope and standard of cyclical redecoration works to communal areas, due to delayed responses and poor communication…
202220225 Housing association
The Ombudsman found reasonable redress in the landlord's handling of plastering works. The landlord had missed multiple appointments and provided misleading information about replastering the whole property, but…
202218045 Housing association
The landlord acknowledged service failures in its handling of ASB reports about cannabis smoking and noise nuisance, including opening the case on the wrong system, communication failures, and a delay in investigating…
202120753 Housing association
The landlord was found to have maladministration for its handling of repairs to a bathroom following a leak. It left a hole in the ceiling exposed for over a month, failed to communicate asbestos risks, miscommunicated…
202206524 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of hot water loss over a two-year period, due to poor communication, lack of coordination with the freeholder and managing…
202120411 Housing association
The Ombudsman found maladministration for the landlord's slow and poorly communicated handling of fire safety door replacement (delayed over a year), reasonable redress for the contractor conduct complaint (the landlord…
202214376 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of repairs to the resident's ventilation system (13-week delay, missed appointments, unqualified operative) and for its complaint…
202013755 Housing association
The Ombudsman found service failure by the landlord for delays to the sale of a shared ownership property, for poor record keeping, and for failing to handle the resident's complaint through its formal complaints…
202122733 Housing association
The Ombudsman found maladministration for the landlord's delays in repairing a communal door entry system (inoperative from October 2020 to August 2021) and for poor communication with the resident. Maladministration…
202204459 Housing association
The landlord was found to have maladministration for taking 18 months to approve a resident's improvement request (moving a light fitting and attaching wardrobes) with poor communication throughout, and for…
202211508 Housing association
The Ombudsman found maladministration by Southern Housing Group for its handling of a resident's parking permit concerns and for its complaint handling. The landlord agreed to honour the resident's parking permit but…
202205106 Housing association
The Ombudsman found that the landlord's offer of £300 compensation, clearing £700 electricity arrears, and covering moving/cleaning costs was reasonable redress that resolved the complaint about delays in repairs…
202016267 Housing association
The landlord was found to have service failure for delays in completing window replacement works (including making-good works outstanding for over a year) and for poor complaint handling (stage one took 4 months, stage…
202103252 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of outstanding repairs (delays and poor communication, with £100 offered), but found service failure in its complaint handling due to…
202206100 Housing association
The landlord was found to have service failure for its handling of the resident's reports of no heating and hot water, which lasted 37 days, due to poor record-keeping, missed appointments, and failure to consider…
202204844 Housing association
The Ombudsman found no maladministration in how the landlord handled reports of fly tipping and the resident's request for CCTV, but found maladministration for a ten-month delay in repairing the rear gate lock and poor…
202203771 Housing association
The Ombudsman found no maladministration by Southern Housing Group in its handling of a resident's noise disturbance reports from the flat above. The landlord investigated promptly, installed acoustic matting, offered…
202206951 Housing association
The Ombudsman found service failure in the landlord's handling of reports that electrical testing damaged the resident's dishwasher and computer — the landlord was reasonable about the computer but the 8-month delay…
202122289 Housing association
The Ombudsman found service failure by the landlord in its handling of a flood repair (delays and poor communication leaving a vulnerable resident without heating/hot water for three days) and in its handling of the…
202008842 Housing association
The Ombudsman found reasonable redress regarding loft works (the landlord acknowledged giving misleading information about loft boarding and offered compensation), service failure regarding delays in replacing radiators…
202114953 Housing association
The landlord delayed roof repairs for over 18 months, closing repair orders without completing work, and failed to handle the resident's complaint properly by not escalating it for 10 months. However, the landlord…
202126196 Housing association
The Ombudsman found no maladministration in the landlord's decision to decline the resident's priority move request, as the household did not meet the statutory overcrowding criteria. However, there was service failure…
202017178 Housing association
The Ombudsman found service failure in the landlord's handling of a long-running leak affecting the resident's living room ceiling (2014-2020) and in its handling of estate services concerns. The landlord had already…
202200250 Housing association
The landlord's contractor mishandled an emergency leak report, causing delay, but the landlord's £50 offer was reasonable redress. However, the landlord's stage two complaint response was significantly delayed (10+…
202107232 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's attempt to sell his leasehold property (delayed communication after the buyer withdrew) and in its handling of fire safety concerns…
202114639 Housing association
The Ombudsman found maladministration for the landlord's failure to carry out reasonable technical investigations into both the neighbour's flooring (sound transference) and building vibration noise, and service failure…
202115817 Housing association
The Ombudsman found service failure in the landlord's handling of a leak report due to a missed appointment and failure to signpost the resident to insurance, ordering £50 compensation. The landlord's offer of £75 for a…
202000544 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's request for a move to alternative accommodation. The landlord correctly applied its priority moves policy and signposted the resident…
202108023 Housing association
The Ombudsman found no maladministration in the landlord's handling of communal repairs (lobby door, windows, lift), as delays were due to circumstances outside its control and repairs were completed. However, there was…
202112147 Housing association
The Ombudsman found maladministration by Southern Housing Group for its handling of communal lighting repairs, which involved significant delays, failure to act on contractor recommendations, and repeated access issues.…
202110741 Housing association
The Ombudsman found no maladministration by Southern Housing Group in its response to the resident's reports of damp and mould (caused by condensation, not structural defects) and its refusal to move her to another…
202106100 Housing association
The Ombudsman found service failure by Southern Housing Group for delays in arranging an environmental clean and inspection after a drainage overflow, and for not providing insurer details. The landlord was ordered to…
202011687 Housing association
The Ombudsman found maladministration by Southern Housing Group for delays and poor workmanship in bathroom and roof repairs, and for failing to adequately address long-standing issues with communal parking and rubbish.…
202006100 Housing association
Maladministration for failing to review contact restrictions for over a year and not informing the resident of appeal rights (£100 ordered). No maladministration for support requests (landlord referred to external…
202007717 Housing association
The Ombudsman found no maladministration regarding the apportionment of electricity costs and smart meter delays; reasonable redress (the landlord's apology) for delays in providing information about increased…
202006745 Housing association
The Ombudsman found service failure by the landlord for a five-week delay in repairing the resident's back boiler (ordered £150 compensation) and for incorrectly asserting the resident had spoken to a named staff member…
202008950 Housing association
The Ombudsman found service failure by Southern Housing Group in its handling of repairs to the resident's immersion heater (not logged as an emergency, 35-day delay) and mixer taps (25 working day delay, unsuitable…
202111282 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress after a leak caused by poor contractor workmanship. The landlord acknowledged the issue, apologised, and agreed to replace the flooring and…
202118131 Housing association
The Ombudsman found maladministration for the landlord's failure to complete health and safety checks before the resident moved in via mutual exchange, which meant an unsafe shower was not identified. The landlord's…
202102647 Housing association
Severe maladministration for handling of damp and mould over several years and for communication/complaints handling. Landlord repeatedly used temporary fixes without investigating root cause, obstructed complaints, and…
202107885 Housing association
The landlord delayed completing a shower repair from late January to mid-May 2021 and failed to communicate adequately with the resident. The complaint handling was also significantly delayed. However, the landlord…
202012017 Housing association
The landlord offered £150 compensation following Ombudsman intervention to resolve the resident's complaint about delays in handling damp and mould reports and the associated compensation request. The resident accepted…
202113632 Housing association
The Ombudsman found that the landlord's offer of £200 compensation for delays in repairing the resident's heating and hot water system (due to incorrect parts from the supplier) was reasonable redress that resolved that…
202013713 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of the resident's reports of anti-social behaviour. While the landlord took appropriate formal action including obtaining suspended…
202015874 Housing association
The Ombudsman found service failure by Southern Housing Group in its response to a resident's reports of cannabis smell/ASB on the block. While the landlord's investigative steps were appropriate given limited evidence,…
202101220 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of water ingress repairs (the landlord acknowledged delays and offered £500 plus internal works), but maladministration in complaint handling for…
202009095 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of dog fouling and threats to kill, and in its complaint handling. While the landlord took reasonable steps on dog fouling, it…
202001367 Housing association
Maladministration for the landlord's response to a rat infestation: it delayed action, failed to follow its pest procedure, left a sewer repair outstanding for over a year, and the disabled resident had to manage the…
202012080 Housing association
The Ombudsman found service failure by the landlord for not completing kitchen repairs (cracked tile, cupboard handle) and for poor complaint handling (lost letters, delayed responses, unfair choice between compensation…
202106187 Housing association
The Ombudsman found service failure because the landlord gave inconsistent advice about who should make an insurance claim for water ingress repairs. The landlord initially told the leaseholder to claim herself,…
202011557 Housing association
The Ombudsman determined the complaint about repairs to the resident's garage was outside its jurisdiction because the garage was rented under a separate agreement and did not affect the resident's occupation of their…
202108927 Housing association
The Ombudsman found service failure in the landlord's handling of a pest infestation (initial refusal to treat and delay in arranging proofing works) and in its complaint handling (significant delays, no stage one…
202008692 Housing association
The landlord offered reasonable redress for a 24-day delay in issuing the RTB2 document (rent refund of £306.63 plus £50 goodwill), which resolved that part of the complaint. However, there was service failure in the…
202000414 Housing association
The Ombudsman found no maladministration in the landlord's handling of reported defects (sound insulation, flooring, bathtub, thermostat) as it made appropriate investigations and liaised with the builders. However, the…
202016172 Housing association
The Ombudsman determined that the complaint about the landlord's handling of a data breach (email addresses shared via CC instead of BCC) was outside its jurisdiction, as GDPR/data protection complaints fall properly…
201916044 Housing association
The Ombudsman found service failure in the landlord's response to complaints about the quality of services (gardening, window cleaning, lift light repair) at a sheltered housing scheme, but the complaint about the…
202010169 Housing association
The Ombudsman found service failure by Southern Housing Group in its response to the resident's reports of heating and hot water issues over multiple winters. While the landlord acknowledged failings and offered…
202104632 Housing association
The Ombudsman determined the complaint about the landlord's response to a data breach was outside its jurisdiction, as data protection matters fall within the remit of the Information Commissioner's Office (ICO).
202001366 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's compensation request for a one-day gas supply interruption, as the landlord acted in line with its compensation policy. However, the…
202003355 Housing association
The landlord failed to resolve a boiler repair for 35 days, leaving the resident and her vulnerable son without heating and hot water in winter. The Ombudsman found reasonable redress because the landlord provided…
202010510 Housing association
The Ombudsman found service failure by Southern Housing Group in four areas: significant delay (July 2017 to February 2018) installing window grilles after two burglaries, causing distress; delay in completing…
201915218 Housing association
The Ombudsman found maladministration by Southern Housing Group for issuing possession proceedings without proper notice and contrary to a payment agreement with the resident. No maladministration was found regarding…
201907709 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's reports of noise nuisance from a neighbour. The landlord took appropriate and proportionate steps to investigate, including…
202007148 Housing association
The Ombudsman found no maladministration by Southern Housing Group. The landlord reasonably declined the resident's request to reduce her contractual four-week notice period to two weeks, having properly considered the…
202100501 Housing association
The Ombudsman found no maladministration in how the landlord handled the resident's housing application (missed viewing appointment) or in its complaint handling. The landlord was entitled to move on to other applicants…
201912882 Housing association
The Ombudsman found maladministration by Southern Housing Group for failing to inform a shared-ownership buyer that the property specification had changed (cooker hood and window) before she completed the purchase, and…
202004084 Housing association
The Ombudsman found service failure because the landlord did not realise it was responsible for cleaning the communal area for over two years. The landlord apologised and arranged cleaning, but the £25 compensation…
202000055 Housing association
The Ombudsman found maladministration by Southern Housing Group for its handling of a resident's reports of a roof leak and the associated complaint. The landlord wrongly told the resident to liaise with the…
201915929 Housing association
The Ombudsman found service failure by the landlord for a significant delay in contacting the resident about communal lighting issues and for a delayed stage one complaint response with no updates. No maladministration…
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