Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about: The landlords handling of the residents reports of her issues with the heating system and the suitability of the heating solutions offered. The landlords decision not to replace the residents kitchen sink and drainer. The landlord’s handing of reports of a pest infestation in the loft …
The complaint is about the landlord’s: Handling of general repairs to the property. Response to reports of damp and mould within the property. Response to the resident’s concerns regarding ceiling tiles. Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of an outstanding repair to the bedroom light. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The residents request for compensation for water damaged carpets following a leak. The resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s ceiling.
REPORT COMPLAINT 202111872 Southern Housing Group Limited 25 March 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of the resident’s: new build property defects; associated complaint.
The complaint is about 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 kitchen. A request to repair a kitchen window. Heating repairs. Reasonable adjustments and communication. Its complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The complaint.
The complaint is about 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 the roof. the resident’s complaint. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of: The resident’s reports of defects in his property. The associated complaint.
The complaint is about the landlord’s: Handling of reports of antisocial behaviour (ASB). Complaint handling. The Housing Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of repairs to the resident’s roof and guttering, including delayed appointments and damages caused to the resident’s property. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s handling of the resident’s reports concerning: Outstanding repairs required to address damp and mould in the property. The level of service and conduct of a member of staff. Queries in relation to a possible temporary or permanent move from the property. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns about the communal lighting being connected to her energy supply. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to faulty kitchen cupboard doors. Complaint handling.
REPORT COMPLAINT 202013457 Southern Housing Group Limited 22 December 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about 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 keeping The associated complaint.
The complaint is about the landlord’s handling of: The property condition at the point of mutual exchange. Repairs reported by the resident on moving in. The resident’s complaint.
REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of: The residents reports of water ingress into the property. The associated remedial works. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of essential works to remove and control mould in the property This Service has also considered the landlord’s complaint handling and record keeping.
The complaint is about the landlord’s handling of: Repairs to the communal entrance door. The associated complaint.
The complaint is about: How the landlord handled repairs to the communal entry door to the building. How the landlord handled repairs to the communal TV aerial. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of several repair issues in the property.
The complaint is about the landlord’s: Response to the resident’s request for repairs including damp and mould. Response to the related complaint. Knowledge and information management.
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 communication.
The complaint is about the landlord’s handling of the: Resident’s reports of mould and ventilation issues within the property. Associated complaint. Resident’s request for a transfer.
The complaint concerns the landlord's handling of: The resident’s reports of a leak through the bathroom ceiling at the property. The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her upstairs neighbour.
The complaint is about the landlord’s response to the resident’s reports of anti-social behaviour. This service has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of damp, mould and condensation. The landlord’s complaint handling has also been investigated.
The complaint concerns: The landlord's handling of reports of a fault to the communal front entrance door. The related complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. This service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about repair issues in the bathroom; complaints handling.
The complaint concerns the landlord’s handling of the resident’s: Reports of damp and mould within the property. Request for a priority move to alternative housing. Related complaint.
The complaint is about: The landlord’s response to the resident’s request for repairs to the front door, wall, and window damaged following forced entry by the police. The associated complaint. The landlord’s record keeping.
The complaint is about the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service has also considered the landlord’s complaint handling approaches.
This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and ceiling following a flood from the flat above in October 2021. Drainage issues to the rear of his property. This complaint is also about: The landlord’s handling of …
The complaint is about: The landlord’s handling of the resident’s concerns about CCTV in a communal area. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.
The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair to window. The complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling.
The complaint is about: the standard of grounds maintenance; and the associated complaint.
The complaint is about 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 the level of compensation offered to the resident in respect of the complaint. The Ombudsman has also considered the landlord’s complaint handling as …
The complaint is about the landlord’s response to the resident's reports of: Damp and mould. A leak in the bathroom ceiling. This investigation will also look at the landlord’s complaint handling.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |