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 412 published decisions.
Southern Housing's maladministration rate (92%) is higher than the average for housing association (80%) across published Ombudsman determinations.
202519494 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a broken lift and subsequent repairs. Associated…
202518113 Housing association
The Ombudsman found reasonable redress in the landlord’s handling of how the landlord responded to the resident’s reports of damp and mould. We have also assessed the landlord’s complaint handling. Our decision…
202423371 Local authority / ALMO / TMO
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about the standard and frequency of…
202319000 Housing association
The Ombudsman found outside jurisdiction in the landlord’s handling of the landlord’s: Acceptance of a termination notice from the resident. Decision not to add the resident’s family member to the tenancy. Our decision…
202519498 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of The landlord’s handling of the resident’s: ASB reports. Associated formal complaint.…
202451979 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of rats. Associated complaint. Our decision…
202524465 Housing association
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns it did not respond to her correspondence. We have also considered the landlord’s…
202420222 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s service charge enquiries. We also considered…
202445986 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of a leak, damp, and mould. We have also considered the…
202435890 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of water ingress through the garage…
202513410 Housing association
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of The landlord’s response to the resident’s reports of: Damp and mould. Damage to her property. We have also…
202510450 Housing association
The Ombudsman found no maladministration, reasonable redress, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) There was no maladministration in the landlord’s…
202509617 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s: Handling of the resident’s reports of ASB. Response to the…
202445176 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of how the landlord has handled the resident’s reports of: A faulty intercom system. Damage to the communal…
202512495 Housing association
The Ombudsman found maladministration, severe maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak into the property and the…
202512546 Housing association
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak and associated damp and mould. The resident’s…
202432006 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of issues following a mutual exchange, including…
202339307 Housing association
The Ombudsman found reasonable redress, service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of communal repairs. Concerns about…
202514381 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of the resident’s reports of damp and mould. We have also investigated the…
202412367 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: the resident’s reports of overcrowding the resident’s…
202430043 Housing association
The Ombudsman found maladministration, no maladministration, severe maladministration in the landlord’s handling of The landlord’s handling of repairs and modifications in the TA, to the: Wet room. Heating system.…
202509645 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s handling of a leak and…
202408073 Housing association
The Ombudsman found severe maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s response to reports of theft, following the resident’s death. We have also considered the…
202328477 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: Reports of leaks into…
202433087 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to repairs to the hot water system. Complaint handling. Our…
202334769 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s response to the resident’s: Request for…
202438858 Housing association
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of : the landlord’s handling of the resident’s reports of a faulty radiator the landlord’s handling of the…
202347299 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of ASB by a neighbour. Complaint. Our decision…
202331162 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a cracked kitchen window. Complaint. Our decision…
202432188 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of issues with her boiler. We have also considered the…
202428730 Housing association
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s decision not to waive the resident’s rent arrears. We have also considered the landlord’s complaint handling.…
202222548 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of The landlord’s handling of the resident’s: Reports of a hazard. Associated formal complaint. Our decision…
202438607 Housing association
The Ombudsman found mediation settlement, reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s: Response to reports of damp and mould. Handling of…
202337009 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould in the property. Associated…
202505763 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of The landlord’s handling of: Pigeon pest proofing works. The associated complaint Our decision (determination) There was…
202417064 Housing association
The Ombudsman found maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of The landlord’s handling of the resident’s: Reports of damp and mould. Complaint. Our…
202325053 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: Repairs to a leaking roof. Reports of damp and mould. The…
202424775 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of Our decision (determination) We found: Maladministration in the landlord’s handling of repairs and damp and…
202429128 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration, mediation settlement, service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s:…
202424654 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about the condition of her…
202312170 Housing association
The Ombudsman found service failure, maladministration, reasonable redress, severe maladministration in the landlord’s handling of how the landlord handled: The resident’s repair requests. Her reports of damp and mould.…
202409445
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of defects, and damp and mould, and response to her request for compensation..
202501349 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of The handling of the complaint Finding Service failure The landlord’s complaints policy…
202332647 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s repairs to the communal heating and hot water system Our decision (determination) The complaint was resolved with our intervention. We…
202500315
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of leaks into the property from the property above and associated repairs;…
202342513
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Reports about damp and mould. Reports about…
202329458 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak and the associated repairs.…
202425580 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about subsidence at the property and the associated…
202413388 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the damp and mould in the property. The landlord’s response to resident’s…
202324360 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to reports of a leak and the associated repairs. Our decision (determination) The complaint was resolved with intervention. We…
202429318 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s response to the resident’s: Reports of antisocial behaviour (ASB).…
202337894 Housing association
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s: Handling of mould and related repairs. Complaint handling. Our decision (determination) We have…
202446502
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of water leaks into the resident’s property. The Ombudsman has also taken the decision to investigate the…
202429786 Housing association
The Ombudsman found no maladministration, reasonable redress, maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s concerns about its grounds maintenance service.…
202427982 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of The landlord’s response to the resident’s reports of inadequate heating in her property. We have also…
202401836 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to reports of water penetration and damp in the resident’s…
202321426 Housing association
The Ombudsman found maladministration, no maladministration, service failure, severe maladministration, mediation settlement in the landlord’s handling of : The landlord’s handling of the antisocial behaviour (ASB)…
202429762 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for hot water repairs. The…
202502888 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of The landlord’s response to the resident’s: Reports of damp and mould. Request for it…
202315785
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of noise nuisance from the flat above. The associated complaint..
202340006
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of a planned kitchen renewal. We have also considered the landlord’s complaint handling.. Total…
202407153
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Requests for adjustments to CCTV. Associated…
202415515
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs at the property. We have also looked at the landlord’s handling of the complaint.. Total compensation ordered: £925.
202427647
The Ombudsman found maladministration, no maladministration in the landlord’s handling of REPORT COMPLAINT 202427647 Southern Housing 1 October 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202405212
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs to the resident’s garden and fence. The Ombudsman has also investigated the landlord’s handling of…
202342145
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of water ingress and damp and mould in the property. We have also considered the landlord’s handling…
202339455
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports about a ground floor communal door, her mailbox, flat doors, and pigeons in the…
202338859
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about the personal impact she experienced as a result of communal repair issues..
202335924
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: communication with the resident about lowering her ceiling. response to the resident’s requests for compensation.…
202404075
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of various repairs in the property. The Ombudsman has also considered the landlord’s complaint…
202336213
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports that her boiler flue was inaccessible..
202427723
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and noise nuisance. Request for a housing…
202220219
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks, damp and mould, and associated repairs within the property. Request for it to repair the…
202348554
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the installation of a garden fence reducing the size of her garden. The Ombudsman has also…
202329798
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202329798 Southern Housing 16 September 2025 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and…
202413994
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of queries raised by the resident about the building’s intercom system. We have also considered the landlord’s complaint…
202453288
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould in the property and the associated repairs. Request for a…
202431230
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s refusal to pay for repairs to a fridge-freezer..
202500448
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports concerning repairs to the external communal lighting. The associated complaint..
202329683
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Communication about legal action against the resident’s neighbour. Response to the resident’s request to be moved.…
202438252
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of the resident’s reports of a roof leak.. Total compensation ordered: £470.
202438647
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of a boiler repair..
202336546
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Her service charge queries. Her request to change the communal lights.…
202418976
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports that it installed the back garden incorrectly..
202336236
The Ombudsman found no maladministration in the landlord’s handling of Your complaint is about the landlord's handling of the utilities aspect of the service charge and the associated complaint..
202336383
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about: Communal lighting issues. Lift repairs. We have also considered the landlord’s complaint…
202337196
The Ombudsman found reasonable redress in the landlord’s handling of The landlord’s handling of: The resident’s report of repairs and the associated temporary move. The resident’s complaint..
202347516
The Ombudsman found maladministration in the landlord’s handling of This complaint is about how the landlord handled repairs to a communal car park gate at the resident’s building.. Total compensation ordered: £200.
202430139
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: handling of repairs to windows and external doors at the property. record keeping. complaint handling.. Total…
202324841
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Communication in relation to the resident’s requests for information. Complaint handling.. Total compensation ordered: £350.
202413945
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of concerns about: The property condition following a mutual exchange. A right of way. Reports of…
202401999
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s report that the landlord’s contractor damaged the flue on her boiler and turned off the gas at her property.…
202344402
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about: The landlord's handling of repairs, specifically to the kitchen extractor fan, garden paving and fence. The…
202325518
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of a leak. Associated complaint..
202320023
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: issues with the air filtration system. overheating and a lack of ventilation in the property.…
202311735
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s service charge enquiries. We have also investigated the landlord’s complaint handling..…
202304987
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of noises from the roof. The associated complaint.. Total compensation ordered:…
202441914
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: damp and mould leaks window repairs damage to personal belongings.
202325387
The Ombudsman found maladministration in the landlord’s handling of : the increase in the costs of the resident’s service charge. the landlord’s handling of the resident’s request for documents relating to service…
202439760
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of discriminatory practices. The landlord’s handling of the…
202442436
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports about: Pests. Communal ceiling repairs.. Total compensation ordered: £700.
202415124
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports about cracks to the bedroom ceiling. The associated complaint.. Total…
202403970
The Ombudsman found maladministration, service failure, mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request to be rehoused. Reports of antisocial…
202411939
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of lift repairs. We have considered the landlord’s complaint handling in this case.. Total compensation ordered: £1495.
202435331
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks, and the associated repairs. The complaints process.. Total compensation ordered: £950.
202410194
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports about damp and mould and related repairs for extractor fans, loft insulation and gutters. The…
202445587
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs at the resident’s property, namely: A leak in the bathroom. A faulty front door..
202421343
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about setting up energy accounts. The Ombudsman has also considered the landlord’s complaint…
202325589
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the door intercom system at the resident’s property. The associated complaint.. Total…
202333665
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the sale of the property..
202421109
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint…
202423862
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repairs to the property. the subsequent complaint.. Total compensation ordered: £25.
202332315
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: A bathroom heating rail installation. The associated complaint.. Total compensation ordered: £350.
202401759
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of pest control issues in the property. Request to be transferred to another…
202331028
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: A leak in the communal hallway outside her front door. Issues with the…
202436229
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident's reports about the water system.. Total compensation ordered: £200.
202423456
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of damp and mould. The Ombudsman will also consider the landlord’s complaint…
202101782
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of issues with the hot water system. Request for compensation for high energy costs..
202314409
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports about a boiler repair. Delays starting a gate adaptation. Handling of problems with the resident’s…
202312644
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s complaint about the level and reasonableness of a service charge increase. The…
202232562
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlords handling of: Works agreed in September 2021. The resident’s report of a leak. The associated complaint..
202425624
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to reports of noise and antisocial behaviour from the property above, including the resident’s request for soundproofing and…
202330626
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: reports of internal repairs to her property and damage to her front door. complaint..…
202307505
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Concerns regarding the security of communal post boxes. Associated complaint..
202331211
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s windows.. Total compensation ordered: £75.
202329127
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks and outstanding repairs. Reports of pest infestation in the property. Reports of a burst…
202216116
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s query about the communal garden. Complaint handling..
202225067
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: response to the resident’s concerns about parking. disclosure of information to third parties about the resident’s parking and…
202233515
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of repairs to the resident’s patio doors. The landlord’s handling of the complaint.. Total compensation ordered: £600.
202214560
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Communal door repairs. The resident’s requests for a refund of service charges for…
202323565
The Ombudsman found no maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of her reports of antisocial behaviour (ASB). The landlord’s complaint…
202318597
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of noise nuisance. Reports of leaks and the associated temporary repairs.. Total compensation ordered: £700.
202316840
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports that a carbon monoxide detector at her property had expired..
202308943
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of plumbing issues. Associated complaint.. Total compensation ordered: £1400.
202317462
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for repairs. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202316712
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs to the doors at the resident’s property..
202229907
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the residents report of a broken boiler. the residents request for repairs to be completed, including: the lounge blind. a…
202211259
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of REPORT COMPLAINT 202211259 Southern Housing 10 June 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202323443
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports about the front door. The resident’s reports about increased…
202322976
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s concerns that an engineer entered the property without her permission. Related complaint handling.. Total…
202330022
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. We have also considered the landlord’s complaint…
202328281
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: The mutual exchange, including the condition of the property and garden. The…
202318421
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord's maintenance and management of repairs to the block. The landlord's maintenance of CCTV. The…
202419050
The Ombudsman found maladministration, service failure, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s reports of: Noise nuisance and antisocial behaviour (ASB). Fire safety…
202231873
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of damp and mould in the property. the resident’s complaint.. Total…
202431494
The Ombudsman found service failure in the landlord’s handling of the landlord's response to reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.. Total…
202330674
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of a leak from their bathroom. Request for other repairs. The Ombudsman…
202324414
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The installation of the resident’s windows. The resident’s reports of damaged caused to his television by the landlord’s…
202439743
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Concerns about having to temporarily decant. Enquiries about a mutual…
202119657
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the flooring. The landlord’s complaint handling has also been…
202321638
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaints are about the landlord's handling of: Outstanding communal repairs. Outstanding defect works. The…
202312546
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling..
202315808
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs following works carried out at a neighbouring property.. Total compensation ordered: £615.
202324125
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports about a leak..
202405356
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the repairs to a fence.. Total compensation ordered: £350.
202313985
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s: Handling of repairs to a shutter. Response to the resident’s reports of damp and mould in the property’s…
202406935
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of lighting and electrical issues in her home. The resident’s…
202405905
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs and the subsequent damp and mould. The associated complaint..
202402427
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of roof leaks causing damp and mould in the resident’s property. The…
202318776
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of a bed bug and mice infestation.. Total compensation ordered: £200.
202407786
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: handling of a new property sale. response to the resident’s concerns about the valuation of his property. response…
202331229
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: Repairs subject to court proceedings in 2023. Leaking gas pipes under the floor of the cloakroom..…
202436215
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling has also been…
202317260
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202317260 Southern Housing 11 April 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202313792
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s concerns of noise from a nearby private nursery, the nursey’s use of a nearby passageway…
202310835
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of an odour of sewage in the property. associated complaint.. Total compensation ordered: £500.
202223608
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for service charge information.. Total compensation ordered: £195.
202347710
The Ombudsman found maladministration, severe maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: Repairs at the resident’s property, including a leak from above. The…
202318488
The Ombudsman found maladministration in the landlord’s handling of This complaint is about: The standard of maintenance in the resident’s building, including: Her concerns about health and safety. Her concerns that the…
202314316
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of problems with their hot water. We have also investigated the landlord’s complaint handling..
202315167
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Roofing repair works. The associated formal complaint.. Total compensation ordered: £400.
202313629
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of poor workmanship in relation to the fitting of the…
202404977
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of water ingress, damp, and mould. Reports that she could not use her bathroom sink. Reports of…
202302556
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of anti-social behaviour (ASB). Complaint.. Total compensation ordered: £300.
202209842
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the property above. We have also considered the landlord’s complaint handling.. Total…
202324807
The Ombudsman found reasonable redress, no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about…
202311736
The Ombudsman found maladministration in the landlord’s handling of the level of service charge set by the landlord for the cyclical works, and whether the standard of work justified these charges..
202330144
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s direct debit payments. Complaint handling..
202311125
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating…
202339149
The Ombudsman found reasonable redress, service failure in the landlord’s handling of REPORT COMPLAINT 202339149 Southern Housing 6 March 2025 Our approach The Housing Ombudsman’s approach to investigating and…
202404604
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Request for carpet in the communal area. Reports of antisocial behaviour (ASB),…
202323460
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about its administration of his service charge account. We have also considered the landlord’s…
202321554
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about damp, mould, and associated repairs. We have also considered the…
202216747
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of : The level of increase in rent and service charges. The landlord’s handling of the resident’s report of…
202231795
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: Repairs to the resident’s staircase. The associated complaint.. Total…
202218618
The Ombudsman found maladministration, service failure, severe maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of cracks in the hallway. Concerns…
202408622
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: The resident’s reports of a water leak, which caused higher water usage on her water meter. The…
202309939
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s request for a breakdown of service charges. The Ombudsman has also investigated the…
202300442
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The management of the resident’s rent account. The resident’s concerns about poor staff communication.…
202409183
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about a neighbour subletting a…
202326160
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of issues with the heating and hot water. Reports of a…
202307419
The Ombudsman found maladministration, service failure in the landlord’s handling of :. Total compensation ordered: £610.
202301167
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of the resident’s reports that the neighbours overgrown garden had damaged her fence. The Ombudsman will also investigate the…
202225108
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak. The Ombudsman has also investigated the landlord’s complaint…
202312602
The Ombudsman found maladministration, service failure in the landlord’s handling of the resident’s reports of: Water overflowing from the building’s roof. Poor quality repairs completed in communal areas. Damp and…
202311483
The Ombudsman found maladministration, service failure in the landlord’s handling of : The time taken for the landlord to replace the resident’s front door. The landlord’s complaint handling.. Total compensation…
202410354
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould.. Total compensation ordered: £1908.
202329249
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs to the resident’s: Boiler. Kitchen appliances. Door entry system.. Total…
202401558
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to a leak which caused a foul smell, damp, and mould. The formal complaint..
202450796 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Kitchen repairs. Repairs to gates. Repairs to a storage box. We have also investigated the…
202325876
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: A replacement front door and missing security features. Reports of staff conduct issues..
202311890
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports of various repair issues at the property, including: windows;…
202410058
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Subject access request (SAR). Reports of antisocial behaviour (ASB) and his concerns of…
202300900
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about a broken toilet. Reports of a blocked waste pipe, damage to the kitchen worktop, cupboards,…
202232960
The Ombudsman found no maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: damage to the resident’s window and balcony following cyclical works in 2020.…
202309721
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the roof, and the associated repairs. The Ombudsman has also considered the landlord’s…
202345478
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request to retain her CCTV security system..
202305692
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour (ASB) from a neighbour. The Ombudsman has also considered the landlord’s…
202300899
The Ombudsman found service failure, reasonable redress, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Mould. Damp and flooring. Silverfish…
202213458
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: alleged anti-social behaviour, repairs to the resident’s property, the associated complaint..
202108019
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s response to the resident’s: Request to replace the windows and back door. Reports of antisocial behaviour. The Ombudsman has also…
202301178
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the repairs following a leak into the property. Complaint handling..
202306243
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord's handling of the resident's report of nuisance and rodent infestation resulting from overgrown nearby wildland and…
202220587
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould. The resident’s…
202232643
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of asbestos in the property. Reports of several outstanding…
202341744
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of a rodent infestation. The resident’s associated complaint.. Total compensation ordered: £350.
202224276
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s request for repairs to a communal fire door..
202400489
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of leaks and remedial works. A request for a management transfer. A request for compensation for…
202324573
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for clarification regarding a backdated increase in energy charges. The Ombudsman has also…
202320944
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from his neighbour. Associated complaint.. Total compensation ordered:…
202304591
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the service of a tort notice and attempted removal of the resident’s vehicle..
202302575
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: reports of issues with the hot water system. reports of a leak in the bathroom. requests for reasonable…
202312625
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for information regarding service charges associated with water and fire safety. The Ombudsman has…
202336178
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of antisocial behaviour (ASB) relating to noise nuisance. This report has also taken into consideration the…
202221251
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of a repair to the resident’s bedroom window. Response to the resident’s reports of damp and mould in the…
202320180
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlords handling of the residents reports of anti-social behaviour (ASB) from her next-door neighbour. The landlords…
202318381
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s transfer request to an accessible property. Handling of the resident’s request for a bathroom upgrade.…
202305661
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s requests for service charge information. Handling of the resident’s request for repairs to an external water…
202234466
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports and complaints about mould, an extractor fan, lack of heating, and repairs to a window.. Total…
202226713
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) by her neighbours. The landlord’s handling…
202233614
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The communal electricity supply and service charge. The resident’s request to know what was included in the communal…
202301251
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leak into the property which led to his bedroom ceiling…
202230114
The Ombudsman found maladministration in the landlord’s handling of the resident’s reports about the landlord’s handling of; Adaptations to the property. The resident’s request to be transferred to another property. The…
202302554
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202302554 Southern Housing Group Limited 16 September 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202306922
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: The resident's reports of issues with the heating and hot water system. The resident's complaint.. Total compensation…
202314357
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to: The resident’s report of a repair to a bin store. The resident’s report of staff misconduct and its…
202234809
The Ombudsman found maladministration, service failure in the landlord’s handling of how the landlord handled water ingress and associated damp and mould in the property . The Ombudsman has also considered the…
202339900
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of:. Total compensation ordered: £2860.
202216117
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB)..
202400649
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports about leaks into the property and the subsequent repairs..
202347452
The Ombudsman found no maladministration, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for adaptations. Reports of required repairs. The…
202305489
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs to the communal lift. The resident’s reports of repairs to the intercom and main entrance…
202222453
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of a leak from the property above her.…
202340257
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp and mould in the property, and the associated repairs. The Ombudsman has also investigated the landlord’s: Handling of…
202337318
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of : The landlord’s response to: The resident's reports about heating and hot water. The resident's reports about a…
202213583
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of defects to the windows and French doors. The Ombudsman has also considered the landlord’s…
202230390
The Ombudsman found service failure in the landlord’s handling of This investigation is about the landlord’s handling of repairs in the resident’s home.. Total compensation ordered: £500.
202224263
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of leaks and associated damp and mould affecting her property. The resident’s…
202209945
The Ombudsman found service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour from a neighbour. The resident’s…
202329780
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord's handling of: Reports of antisocial behaviour (ASB). The associated complaint.. Total compensation ordered: £100.
202228600
The Ombudsman found service failure in the landlord’s handling of The complaint is regarding the landlord’s response to: the resident’s dissatisfaction with the duration of the landlord’s defect liability period, the…
202323310
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of reports of damp and mould.. Total compensation ordered: £1150.
202317874
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of carbon monoxide in the property. The associated complaint.. Total…
202229345
The Ombudsman found no maladministration, reasonable redress, maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s concerns about the installation of communal CCTV and window…
202229901
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of parking management at the resident’s block by its freeholder’s managing agent.. Total compensation ordered: £100.
202346818
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of damp and mould in the property. The Ombudsman has also considered the landlord’s…
202337322
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: handling of insulation and loft repairs. complaint handling.. Total compensation ordered: £854.
202306442
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of : The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint…
202221957
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: Reports of water ingress into the resident’s property. The associated complaint.. Total…
202227417
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs. Complaint. The Ombudsman has also considered the…
202301490
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of kitchen repairs related to pest control issues. Request for a replacement…
202300525
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a bed bug infestation in the property. The landlord’s response to the resident’s request for…
202304187
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: a leak from the roof. damp and mould in her property.. Total compensation ordered: £2100.
202221863
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of the resident’s reports of heat loss from the property. This Service has also considered the…
202224917
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of several repairs. This investigation also considers the landlord’s complaint handling and record…
202227212
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to windows in the property. Flooding outside the property. Repairs to the…
202328032
The Ombudsman found mediation settlement in the landlord’s handling of the landlord's response to the resident's: Reports of antisocial behaviour (ASB) and noise: Complaint.. Total compensation ordered: £500.
202310209
The Ombudsman found maladministration in the landlord’s handling of the way the landlord responded to the residents’: Reports of antisocial behaviour (ASB): Request for compensation; Complaint.. Total compensation…
202230319
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of The resident’s complaint is about: The landlord's response to the resident’s reports of: Noise from a water pump.…
202217647
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of anti social behaviour (ASB).. Total compensation ordered: £100.
202223653
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould..
202219974
The Ombudsman found severe maladministration, maladministration, no maladministration in the landlord’s handling of : The landlords handling of the residents reports of her issues with the heating system and the…
202228637
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The residents request for compensation for water damaged carpets following a leak. The resident’s complaint.. Total…
202218695
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of the resident’s reports of an outstanding repair to the bedroom light. Complaint handling. The Ombudsman has also considered…
202304117
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s ceiling.. Total compensation ordered: £600.
202215874
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s management of repairs at the resident’s property. The landlord’s handling of reports of damp and mould. The…
202111872
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202111872 Southern Housing Group Limited 25 March 2024 Our approach The Housing Ombudsman’s approach to investigating and determining…
202215836
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident about: Damp and mould on a bathroom ceiling. A request for a new cupboard and sink in the…
202207125
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: new build property defects; associated complaint..
202302042
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The complaint.. Total compensation ordered: £950.
202205237
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of general repairs to the property. Response to reports of damp and mould within the property. Response to…
202207242
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: the repairs to the resident’s property in relation to: the roof. the crack in the party wall. the planned works to replace…
202204723
The Ombudsman found severe maladministration, maladministration, no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s report of various repairs. The landlord’s…
202211975
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of defects in his property. The associated complaint.. Total compensation ordered: £1000.
202218185
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: a bird infestation in the resident’s…
202205648
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns: The landlord's handling of reports of a fault to the communal front entrance door. The related complaint..
202218086
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. The Ombudsman has…
202217628
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and external doors. the resident’s complaint.. Total…
202128671
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s: Handling of the sale of the resident’s interest in the property. Response to the resident’s reports of financial…
202219953
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s roof and guttering, including delayed appointments and damages caused to the resident’s property.…
202307305
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports concerning: Outstanding repairs required to address damp and mould in the property. The level of…
202307715
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling..
202217797
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the communal lighting being connected to her energy supply. The associated…
202204109
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of repairs to faulty kitchen cupboard doors. Complaint handling..
202013457
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202013457 Southern Housing Group Limited 22 December 2023 Our approach The Housing Ombudsman’s approach to investigating and…
202128297
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs in the kitchen. The resident's reports of damp and mould in the property and associated bathroom repairs. Record…
202203359
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the…
202123352
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s request for repairs to the property. The associated delays.. Total…
202205541
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s…
202117230
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The residents reports of water ingress into the property. The associated remedial works. This Service has also considered…
202200062
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the communal entrance door. The associated complaint.. Total compensation ordered: £300.
202214697
The Ombudsman found severe maladministration in the landlord’s handling of : The landlord’s handling of leaks at the property, including the subsequent repairs. The landlord’s complaint handling.. Total compensation…
202201095
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards.…
202118236
The Ombudsman found service failure, severe maladministration, maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident's reports of: Damp and mould. A leak in the…
201911202
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service…
202211551
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the…
202214428
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the resident’s request for the landlord to: Replace the sub-flooring of the main bedroom, second bedroom,…
202216750
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s concerns regarding remedial works to the cladding of her building and the associated…
202205336
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord's handling of: The resident’s reports of a leak through the bathroom ceiling at the property. The related…
202126806
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the: Resident’s reports of mould and ventilation issues within the property. Associated complaint.…
202110813
The Ombudsman found maladministration in the landlord’s handling of the landlord’s management of the legal proceedings to gain possession of the property occupied by a neighbour due to anti-social behaviour (ASB) and…
202224867
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns how the landlord handled the resident’s reports of antisocial behaviour (ASB) and her requests to be rehoused..
202224516
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of damp, mould and condensation. The landlord’s complaint handling has also been investigated.. Total compensation ordered:…
202218710
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to end his joint tenancy and be transferred to alternative accommodation..
202117545
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour. This service has also considered the landlord’s complaint handling..
202117950
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of disrepair to her bathroom and its handling of the installation of an…
202123627
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.. Total compensation ordered: £100.
202120117
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of…
202107312
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s: Reports of damp and mould within the property. Request for…
202127930
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and…
202126007
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of: Damp and mould in the property and repair to window. The complaint handling..…
202121668
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the resident’s reports of outstanding repairs at the start of the tenancy, in relation to the kitchen. This Service has also…
202119541
The Ombudsman found maladministration, mediation settlement, severe maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and noise nuisance.…
202103763
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the: Resident’s reports of problems with the heating and hot water system.…
202217424
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.. Total compensation ordered: £2154.
202116592
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.. Total compensation…
202107977
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has also…
202204941
The Ombudsman found mediation settlement, reasonable redress, no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB),…
202015888
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling..
202201579
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 2022015799 Southern Housing Group Limited 30 June 2023 Our approach The Housing Ombudsman’s…
202218230
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: handling of the resident’s reports of leaks into her property from the communal roof and the resulting…
202111826
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of a leak to the communal area of their block. Handling…
202115880
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould;…
202218376
The Ombudsman found severe maladministration, service failure, maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports of: mould boiler issues Complaint…
202221158
The Ombudsman found no maladministration, maladministration in the landlord’s handling of : The landlord’s pruning of trees in communal areas during the summer. The landlord’s complaint handling.. Total compensation…
202126214
The Ombudsman found no maladministration in the landlord’s handling of The resident complains about the landlord’s handling of anti-social behaviour reports made about her, including its decision to issue her with a…
202116632
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of an upsurge of waste into his property from the communal drains. The Ombudsman has…
202116184
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s transfer request; and the associated complaint.. Total compensation ordered: £700.
202207489
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of repairs at the property. The Ombudsman will also consider the landlord’s: Record keeping. Complaint…
202118678
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of a lack of hot water supply and bathroom repairs; reports of damp and…
202017061
The Ombudsman found severe maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs to a communal heating system. This Service has also considered the associated complaint…
202200360
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of : The landlord's response to the resident's reports of antisocial behaviour (ASB) by a neighbour, and her…
202114779
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).. Total compensation ordered: £50.
202014681
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the scope and standard of cyclical redecoration works. The resident’s concerns about the…
202220225
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of plastering works in the resident’s property..
202218045
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of ASB issues including the smoking of cannabis and noise nuisance..
202120753
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the bathroom following a leak from the ceiling.. Total compensation ordered: £400.
202206524
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of hot water loss. The Ombudsman has also considered the…
202120411
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of The complaint is regarding the landlord’s handling of: The replacement of fire safety doors. The…
202214376
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s ventilation system. The landlord’s handling of the associated complaint..
202013755
The Ombudsman found service failure in the landlord’s handling of : Delays to the sale of a shared ownership property and; The landlord’s complaint handling The Ombudsman has also considered the landlord’s record…
202122733
The Ombudsman found maladministration, no maladministration in the landlord’s handling of This complaint is regarding the landlord’s handling of: repairs to the communal door entry system; the resident’s request for a…
202204459
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s improvement request. The associated complaint.. Total compensation ordered: £500.
202211508
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of: The resident’s concerns about parking arrangements at her property and issues with her parking…
202205106
The Ombudsman found maladministration in the landlord’s handling of the handling of repairs to the property following a leak, the condition of the property when handed back to the resident and the level of compensation…
202016267
The Ombudsman found service failure in the landlord’s handling of the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.. Total compensation ordered: £500.
202103252
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of outstanding repairs at the property. Complaint handling.. Total compensation…
202206100
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of no heating and hot water in the property. The landlord’s handling of the associated complaint..
202204844
The Ombudsman found no maladministration, maladministration in the landlord’s handling of The complaint concerns how the landlord handled: The resident’s reports of fly tipping and rubbish being dumped at the rear of…
202203771
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise disturbance from the flat above..
202206951
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports that her dishwasher and computer had been damaged as a result of electrical testing…
202122289
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a flood in the property; the associated request for compensation for damaged belongings, and; the…
202008842
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of : The works the landlord completed to the loft space. The landlord’s handling of works to the radiators in the…
202114953
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s roof and the subsequent compensation offer. The landlord’s complaint handling.. Total…
202126196
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint concerns the landlord’s: decision to decline the resident’s request for a priority move. communication and…
202017178
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports of a leak through her living room ceiling; concerns raised by the resident…
202200250
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of a leak in her bathroom Complaint handling (including the level of compensation it awarded). Total…
202107232
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s attempt to sell his property; the resident’s…
202114639
The Ombudsman found mediation settlement, maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of antisocial behaviour (ASB) noise nuisance from her…
202115817
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has also been investigated.. Total…
202000544
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for a move to alternative accommodation..
202108023
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Various repairs to the communal areas, in particular to the lobby…
202112147
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: Communal lighting. An intercom system.. Total compensation ordered: £200.
202110741
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould at her property. Request to be moved to another property..
202106100
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202106100 Southern Housing Group Limited 22 April 2022 Our approach The Housing Ombudsman’s approach to investigating and determining…
202011687
The Ombudsman found maladministration, no maladministration, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s: handling of repairs to resident’s bathroom, roof and front door.…
202006100
The Ombudsman found service failure, maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s: implementation of its unacceptable behaviour policy to restrict the…
202007717
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about: delays to information relating to the increased electricity costs as part of the service…
202006745
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of various repairs namely: A fault with a dimmer switch in the lounge of the…
202008950
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of repairs to: The resident’s immersion heater. The mixer taps to the resident’s bath.. Total…
202111282
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports about damaged items following a leak at the property.
202118131
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s concerns about the condition of the property when he moved in. The landlord’s handling of…
202102647
The Ombudsman found severe maladministration, service failure in the landlord’s handling of : The landlord’s handling of damp and mould at the property. The associated communication and complaints handling.. Total…
202107885
The Ombudsman found maladministration, mediation settlement, service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202107885 Southern Housing Group Limited 11 February 2022 Our approach The…
202012017
The Ombudsman found mediation settlement in the landlord’s handling of The complaint concerns the landlord’s handling of a compensation request following reports of damp and mould..
202113632
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint refers to the landlord’s handling of: The repair to the resident’s heating and hot water system and its offer of…
202013713
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of anti-social behaviour (ASB)..
202015874
The Ombudsman found service failure in the landlord’s handling of the landlord's response to the resident's reports of ASB, in particular with regards to the use of cannabis by other residents on the block.. Total…
202101220
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202101220 Southern Housing Group Limited 13 December 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202009095
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to investigate and resolve the resident’s reports of: Dog fouling by tenant A. Threats to kill by tenant B. The Ombudsman has…
202001367
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s report of a rat infestation. The landlord’s delays in its complaint…
202012080
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The resident complains about the landlords handling of:. Total compensation ordered: £300.
202106187
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to repairs in the resident’s property, in particular who is responsible for progressing an insurance claim.. Total compensation…
202011557
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s response to reports of repairs to the resident’s garage..
202108927
The Ombudsman found service failure, no maladministration in the landlord’s handling of : -.
202008692
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s Right-to-Buy application for his property. The landlord’s handling of the associated…
202000414
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of:.
202016172
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a data breach..
201916044
The Ombudsman found service failure in the landlord’s handling of The resident has complained about: The quality of the services provided through the service charges at their sheltered housing scheme. The amount charged…
202010169
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of heating and hot water issues at the property.. Total compensation ordered: £3048.
202104632
The Ombudsman found maladministration in the landlord’s handling of the landlords response to the resident’s concerns regarding a data breach..
202001366
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply…
202003355
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s response to a repair issue with the resident’s boiler..
202010510
The Ombudsman found maladministration, service failure in the landlord’s handling of The complaint refers to the landlord’s handling of: repair works to improve the security of the property following a break-in. the…
201915218
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of The resident complains about: How the landlord handled the administration of her rent account, specifically, its…
201907709
The Ombudsman found no maladministration in the landlord’s handling of The resident has complained that the landlord has failed to resolve their reports of noise nuisance from a neighbour.
202007148
The Ombudsman found service failure, no maladministration in the landlord’s handling of The resident complains about the landlord’s decision to refuse her request for the notice period for the property to be reduced to…
202100501
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns how the landlord handled the resident’s: housing application formal complaint into this matter. allegations…
201912882
The Ombudsman found service failure, maladministration in the landlord’s handling of REPORT COMPLAINT 201912882 Southern Housing Group 23 December 2020 Our approach The Housing Ombudsman’s approach to investigating and…
202004084
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about the standard of cleaning in the communal area..
202000055
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of water ingress into his property and the consequential repairs which were required; associated…
201915929
The Ombudsman found service failure in the landlord’s handling of The resident has complained about the landlord’s handling of: Repairs to his boiler His concerns about the location of a picture frame in the communal…
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