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 landlord’s response to the resident’s: Reports of flooding from the balcony, which he said was caused by the new build property having been sold with defective or missing balcony drainage. Formal complaint. The Ombudsman has also considered the landlord’s knowledge and information management.
The resident’s complaint is about the landlord’s handling of repairs to a boiler. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s property. Damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s report of low water pressure.
The complaint is about the landlord's administration of the resident's property pool plus (PPP) application and request it uploads supporting documents.
The complaint is about the landlord’s handling of repairs to the resident’s boiler and radiator.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of repair issues with his bedroom window.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of roof leaks and subsequent damp and mould issues. The associated complaint.
The complaint is about the landlord’s handling of the resident’s concerns about his communication needs.
The complaint is about: The landlord’s handling of reports of a roof leak to an outhouse. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's handling of reports of issues with the kitchen installation. The landlord's handling of reports of issues with the boiler and radiators.
The complaint is about the landlord’s response to the resident’s: Request for a temporary or permanent move due to domestic violence (DV). Concern regarding the suitability of the temporary hotel accommodation. Concern regarding access for gas and electric safety checks. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns over its handling of service charges.
The resident has complained about the installation of a new fire safety alarm system in her property .
The complaint is about the landlord’s handling of: The resident’s reports of a leak into his home and the associated repairs, including damp and mould. The resident’s complaint and the level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of damage to a heating pipe, and subsequent loss of heating and hot water. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti social behaviour (ASB) from her neighbour.
The complaint is about the landlord’s: Handling of repairs to the building’s communal windows and doors. Complaint handling.
The complaint is about the landlord’s handling of repairs to address heat loss.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The landlord’s complaint handling is also considered.
The landlord’s handling of bathroom repairs relating to damp and mould.
The resident’s complaint is about: The landlord’s handling of a power and water outage . The landlord’s handling of a lift outage, and an associated rescue of persons trapped inside the lift. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of: Communal gardening. The resident's concerns about trees blocking light to his property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of subsidence. Repairs to an external retaining wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns of damp and mould in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s complaints about damp and mould between 2022 and 2024.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of draughts in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a boiler repair.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal roof. Associated complaint.
The complaint is about the landlord's handling of: Reports of repairs to the bathroom floor. The associated complaint.
REPORT COMPLAINT 202317260 Southern Housing 11 April 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling has also been considered.
The complaint is about the landlord’s handling of the replacement of the windows at the resident’s property. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord's handling of: Reports that the resident’s bath was damaged and needed to be replaced. Reports of problems with the drainage of the external gully. Reports of a faulty bathroom extractor fan. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs as a result of a roof leak.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) concerning her neighbour below.
The complaint is about the landlord’s handling of the resident’s reports of a gutter leak.
The complaint is about the landlord's response to the resident's reports about problems with the electrics in her home.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Heating repairs. Flooring repairs. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Responsive repairs. Associated complaint.
| 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 |