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.
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.
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould in her property; the resident’s associated complaint.
This complaint is about the landlord’s: Response to the resident’s reports of: mould boiler issues Complaint handling; Record keeping.
The complaint is about the landlord’s handling of: the resident’s transfer request; and the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of an upsurge of waste into his property from the communal drains. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to a communal heating system. This Service has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of a lack of hot water supply and bathroom repairs; reports of damp and mould; associated complaint.
The complaint is about the landlord’s handling of repairs at the property. The Ombudsman will also consider the landlord’s: Record keeping. Complaint handling.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB).
The complaint is about: The landlord's response to the resident's reports of antisocial behaviour (ASB) by a neighbour, and her request to be granted a priority move. The landlord's handling of the associated complaint.
The complaint is about the landlord’s handling of repairs to the bathroom following a leak from the ceiling.
The complaint is about the landlord’s response to the resident’s reports of hot water loss. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: Delays to the sale of a shared ownership property and; The landlord’s complaint handling The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s improvement request. The associated complaint.
The complaint concerns the landlord’s handling of: The resident’s concerns about parking arrangements at her property and issues with her parking permit. The associated complaint.
The resident’s complaint is about the landlord's handling of her reports of Anti Social Behaviour (“ASB”) by a neighbour.
The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Handling of the residents’ vulnerabilities, health and welfare concerns; Response to the resident’s request for a management move; Complaint handling.
The complaint is about: 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.
| 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 |