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 handling of the resident’s reports of repairs, in particular: A leak from the roof and guttering. The front door. The kitchen. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of communal garden maintenance. We have also investigated the landlord’s complaint handling.
REPORT COMPLAINT 202427647 Southern Housing 1 October 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 resident’s complaint is about the landlord’s handling of: Her reports of a roof leak and damaged plaster on ceilings and walls. Her request for an asbestos check. Her reports of damaged cooker points. Her reports of a damaged intercom system inside her flat.
The complaint is about the landlord’s handling of the resident’s: Reports of metal objects in the garden. Concerns about the conduct of contractors. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated repairs. Report of repairs to the kitchen cupboards and garden gate. Complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for rehousing due to her disabilities. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s request to investigate and address the cause of a soot-like substance throughout the property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: The installation of a new kitchen and bathroom at the resident’s property and associated remedial repairs. The resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about services charges for tree maintenance. We have also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of: The resident’s request for sound proofing in her home. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: leaks from an upstairs property. noise nuisance and anti-social behaviour (ASB) from the same property. We will investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to reports of: Anti-social behaviour (ASB). Damage due to the ASB.
The complaint is about the landlord’s handling of the resident’s: Reports of pests. Reports of damp and mould. Reports of damaged items. Concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of: the resident’s reports of anti-social behaviour (ASB). the resident's requests for tenancy and rehousing support due to his additional needs.
The complaint is about the landlord’s handling of the resident’s: Reports of a disconnected boiler pipe and associated staff conduct. Reports of damp and mould.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB). the resident’s request for a property transfer. the associated complaint.
The complaint is about: The resident’s requests for rehousing and/or adaptations to the property. The landlord’s response to the resident’s concerns about rats around the property. The Ombudsman has also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord's handling of: A repair to the kitchen light. The associated complaint.
The complaint is about the landlord's response to the resident’s reports about anti-social behaviour (ASB). The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) by a neighbour. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s concerns in respect to parking. The resident’s damp and mould reports. The resident’s concerns in respect to the communal stairwells. The resident’s reports of loss of heating and hot water. The complaint.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and assault by a neighbour and her contractor. The landlord’s response to the resident’s reports of the neighbour using the communal area for building works and to store items during renovation works. The landlord’s handling …
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB), noise and criminal damage by a neighbour. The landlord’s response to the resident’s report that she was originally given priority bidding status and should retain this status. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s response to leaks, damp and mould. The landlord’s response to heating issues. The landlord’s handling of concerns about the condition of the windows and kitchen. The landlord’s response to a missing bath panel. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rehousing request. Reports of antisocial behaviour (ASB). We have investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: application to downsize with medical consideration. reports of: a rodent infestation . a leak in the kitchen. damp and mould . a faulty alarm. This report has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property. Complaint.
The complaint is about the landlord’s handling of repairs. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: the resident’s reports of a data breach. the resident’s reports of antisocial behaviour (ASB). allegations of criminal damage against the resident. tenancy warning letters issued to the resident.
The resident has complained about: The landlord’s response to the resident’s reports of noise from a neighbouring property. The landlord’s response to reports of anti-social behaviour (ASB) by the resident. The associated complaint handling.
The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated complaint.
The complaint is about the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs to the window restrictor. Reports of damage to the property and possessions following a leak. The resident’s requests to move. The resident’s concerns about her housing officer. The Ombudsman has also …
The complaint is about the landlord’s handling of: The resident’s reports of responsive repairs, damp and mould. A pest infestation. A temporary move. The resident’s complaint.
The complaint is about the resident’s concerns about the landlord's: Calculation of service charges. Communication about service charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: repairs to the intercom system. the associated complaint.
The complaint is about the landlords response to the resident’s: Reports of damp and mould and associated repairs Reports of damage to her property The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s request for permission to sublet her property. Response to the resident’s request to be allocated a disabled parking space. Consideration of the resident’s vulnerability and disability while dealing with her requests and complaint. Handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Repairs to the boiler. Updates to the resident’s tenancy details. The associated complaint.
The complaint is about the landlord’s handling of the resident’s decant. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: concerns about a staff member’s conduct request for her tenancy agreement reports of antisocial behaviour (ASB) report of window repairs request for a new front door report the landlord was arranging repair visits without telling her We have also investigated …
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s concerns regarding the installation of new windows in his home. The landlord’s handling of the resident’s request for reasonable adjustments. The landlord’s handling of the resident’s claims of insensitive and dismissive language being used by its staff. The landlord’s handling …
The complaint is about the landlord’s: communication with the resident about lowering her ceiling. response to the resident’s requests for compensation. handling of the complaint.
The complaint is about the landlord’s handling of: The resident’s reports about a ground floor communal door, her mailbox, flat doors, and pigeons in the loft. A request for a residents’ meeting. The resident’s concerns about missing rent payments.
The complaint is about the landlord’s handling of the resident’s: Reports of rising damp and associated repairs. Concerns regarding asbestos in the property. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Response the resident’s request for reasonable adjustments in line with the Equality Act 2010. Handling of the associated complaint.
The complaint is about the landlord’s handling of multiple repairs at the resident’s property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the flat above and subsequent repair issues. Concerns about her temporary move. 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 |