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.
Decision Case ID 202512495 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 17 December 2025 Background The resident lives in a 2-bedroom flat within a purpose-built block. At the […]
Decision Case ID 202344973 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 9 December 2025 Background The resident lives with her 10 year old child in a 2 […]
Decision Case ID 202334769 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Shared Ownership Date 28 November 2025 Background The resident’s flat is on a development managed by a third-party managing agent. […]
Decision Case ID 202414476 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a first-floor studio apartment owned by the landlord. […]
Decision Case ID 202306954 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident has complained about the landlord’s response to his queries about […]
Decision Case ID 202347299 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 26 November 2025 Background The resident lives in a flat in a communal building with her […]
Decision Case ID 202331162 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 25 November 2025 Background The resident reported in January 2023 that her kitchen window was cracked. […]
Decision Case ID 202432188 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 24 November 2025 Background The resident lives in a 2-bed house with her daughter. In June 2024, […]
Decision Case ID 202222548 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 20 November 2025 Background The resident has lived in the property, a one-bedroom flat, since 2010. The […]
Decision Case ID 202428730 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 20 November 2025 Background The resident’s tenancy started in December 2023. When she tried to move […]
Decision Case ID 202505763 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 18 November 2025 Background The resident lives in a maisonette. The landlord has recorded on 26 October […]
Decision Case ID 202424775 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 6 November 2025 Background The resident lives in a ground floor flat. They said they have […]
Decision Case ID 202501349 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident lives with his partner in a 1 bedroom first floor […]
The resident’s complaint is about the landlord’s handling of: Reports about damp and mould. Reports about leaks from the upstairs flat. Reports about noise nuisance from the upstairs neighbour. Repairs to the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of leaks into the property from the property above and associated repairs; reports of a blocked bath; reports of damp and mould; associated complaint.
Decision Case ID 202425580 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Shared Ownership Date 24 October 2025 Background The resident is a shared owner of a ground-floor, 1-bedroom flat. Under […]
Decision Case ID 202429318 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 17 October 2025 Background The resident has an assured tenancy with the landlord. She lives in […]
Decision Case ID 202401836 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Shared Ownership Date 13 October 2025 Background The resident lives in a 2-bedroom ground floor flat. What the complaint is […]
Decision Case ID 202427982 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lives in a 1-bedroom house with a storage heating system. […]
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from the flat above. The associated complaint.
The complaint is about 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 of the associated complaints.
The complaint is about the landlord’s handling of repairs to the resident’s garden and fence. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of various repairs in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of window repairs. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports about antisocial behaviour (ASB) and noise nuisance. Request for a housing transfer.
The complaint is about 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 investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to reports of noise. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s handling of queries raised by the resident about the building’s intercom system. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Communication about legal action against the resident’s neighbour. Response to the resident’s request to be moved. Handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports concerning repairs to the external communal lighting. The associated complaint.
The complaint is about the landlords handling of the resident’s reports of a roof leak.
The resident’s complaint is about the landlord’s handling of: Her service charge queries. Her request to change the communal lights. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Communal lighting issues. Lift repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the door entry and intercom systems at the resident’s block of flats.
This complaint is about how the landlord handled repairs to a communal car park gate at the resident’s building.
The complaint is about the landlord’s: Communication in relation to the resident’s requests for information. Complaint handling.
The complaint is about the landlord’s: handling of repairs to windows and external doors at the property. record keeping. complaint handling.
The complaint is about 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. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Associated complaint.
The complaint is about 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. repairs to the intercom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of noises from the roof. The associated complaint.
This complaint is about the landlord’s handling of the resident’s reports about: Pests. Communal ceiling repairs.
The complaint is about the landlord’s handling of lift repairs. We have considered the landlord’s complaint handling in this case.
The complaint is about the landlord’s handling of: The resident’s reports about damp and mould and related repairs for extractor fans, loft insulation and gutters. The resident’s reports about the front door. The resident’s reports about leaks and repairs to the kitchen ceiling. The complaint.
The complaint is about the landlord’s handling of: The resident’s reports of leaks, and the associated repairs. The complaints process.
The complaint is about the landlord’s handling of the resident’s concerns about setting up energy accounts. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the resident’s property, namely: A leak in the bathroom. A faulty front door.
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 pest control issues in the property. Request to be transferred to another property on medical grounds. We have also considered the landlord’s: Record keeping. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of: A leak in the communal hallway outside her front door. Issues with the temperature of the property. Repair issues with the flooring and skirting causing transference of smells. Gaps under the internal doors and her request that the …
| 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 |