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 202405752 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2 bedroom house with a garden. The resident […]
Decision Case ID 202321426 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 13 October 2025 Background The resident lived in the property which was a 3-bedroom house with […]
Decision Case ID 202502888 Decision type Investigation Landlord Southern Housing Landlord type Housing Association Occupancy Assured Tenancy Date 9 October 2025 Background The resident and her husband are assured tenants of the landlord. The […]
This complaint is about the landlord’s handling of a planned kitchen renewal. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs at the property. We have also looked at the landlord’s handling of the complaint.
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 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 leaks, damp and mould, and associated repairs within the property. Request for it to repair the windows and doors at the property. Concerns about damage to the garden path. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in the property and the associated repairs. Request for a management move.
The resident’s complaint is about the landlord’s handling of her reports of damp and mould. We have also considered the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of: Her reports of damp and mould. Her reports of security concerns including issues with the communal entrance door, the front door to her flat and a lack of CCTV. Her requests for a housing move.
The complaint is about the landlord’s handling of concerns about: The property condition following a mutual exchange. A right of way. Reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s service charge enquiries. We have also investigated the landlord’s complaint handling.
The complaint is about: the increase in the costs of the resident’s service charge. the landlord’s handling of the resident’s request for documents relating to service charges for the year 2021-2022. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: damp and mould leaks window repairs damage to personal belongings
The complaint is about: The landlord’s handling of the resident’s reports of discriminatory practices. The landlord’s handling of the resident’s concerns about the condition of the property when let. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Request to be rehoused. Reports of antisocial behaviour (ASB). Reports of issues with communal entrances to the block. Reports of issues with parking. Request it changed her name on its systems. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports about cracks to the bedroom ceiling. The associated complaint.
The complaint is about the landlord’s handling of: A bathroom heating rail installation. The associated complaint.
The complaint is about the landlords handling of: Works agreed in September 2021. The resident’s report of a leak. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s complaint about the level and reasonableness of a service charge increase. The resident’s concerns about which elements of the service charges were payable. The resident’s request for further information about service charges and a service charge increase. The resident’s concerns …
The complaint is about the landlord’s: Handling of the resident’s reports about a boiler repair. Delays starting a gate adaptation. Handling of problems with the resident’s front door. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: reports of internal repairs to her property and damage to her front door. complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and outstanding repairs. Reports of pest infestation in the property. Reports of a burst kitchen pipe. Formal complaint.
The complaint is about the landlord’s handling of: Communal door repairs. The resident’s requests for a refund of service charges for the period the communal door was not operational.
The resident’s complaint is about: The landlord’s handling of her reports of antisocial behaviour (ASB). The landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports about the front door. The resident’s reports about increased heating costs due to the door issues. The resident’s reports about subsidence. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord's maintenance and management of repairs to the block. The landlord's maintenance of CCTV. The landlord's response to the resident’s reports of anti-social behaviour (ASB) in the block. The landlord's response to the resident’s queries about the service charges. The landlord's handling of the complaint.
The complaint is about the landlord’s handling of: The mutual exchange, including the condition of the property and garden. The resident’s reports of repairs and pest infestation. The resident’s concerns about staff conduct. The resident’s reports of damp and mould, including mould damage to her possessions. The resident’s concerns about …
The complaint is about the landlord’s response to the resident’s: Concerns about having to temporarily decant. Enquiries about a mutual exchange. Concerns about its handling of repairs including damp and mould. Request for a management move.
The complaints are about the landlord's handling of: Outstanding communal repairs. Outstanding defect works. The associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of lighting and electrical issues in her home. The resident’s report about the condition of the patio. A reported issue with the bathroom door following a repair to the bathroom floor. This service had also considered the landlord’s handling …
The complaint is about the landlord’s: handling of a new property sale. response to the resident’s concerns about the valuation of his property. response to the resident’s concerns about staff conduct.
The complaint is about the landlord’s response to the resident’s reports of: Repairs subject to court proceedings in 2023. Leaking gas pipes under the floor of the cloakroom.
The complaint is about the landlord’s: Response to the resident’s concerns of noise from a nearby private nursery, the nursey’s use of a nearby passageway and the landlord’s enforcement of a covenant concerning the passageway. Response to the resident’s request for noise reducing works and the landlord’s associated communication. Complaint …
This complaint is about: The standard of maintenance in the resident’s building, including: Her concerns about health and safety. Her concerns that the landlord was charging for services it did not provide, such as grounds maintenance and communal window cleaning. Communal cleaning. The reasonableness and level of service charges for …
The complaint is about the landlord’s handling of the resident’s: Reports of poor workmanship in relation to the fitting of the windows. Concerns raised about a concrete patio and water ingress. Request for a new kitchen and bathroom. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a leak from the property above. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of concerns about grounds maintenance. Handling of concerns about parking. Handling of reports of mould at the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of communal repairs. Concerns regarding communal cleaning. Concerns relating to fire safety, including fire doors and cladding. Complaint.
The complaint is about the landlord’s response to the resident’s: Request for carpet in the communal area. Reports of antisocial behaviour (ASB), specifically noise nuisance. The Ombudsman has also considered the landlord’s handling of the ASB complaint.
This complaint is about the landlord’s handling of: Repairs to the resident’s staircase. The associated complaint.
The complaint is about: The level of increase in rent and service charges. The landlord’s handling of the resident’s report of antisocial behaviour (ASB). The landlord’s handling of repairs to the car park gate. The landlord’s handling of the resident’s request for a different parking space. The Ombudsman will also …
The complaint is about the landlord’s response to the resident’s: Reports of cracks in the hallway. Concerns about the decking in the garden. Reports of repairs to the garden fence, wall, and gate. Reports of repairs to the guttering. Concerns about the boiler flue and pergola roof. Request for compensation …
The complaint is about the landlord’s handling of: The management of the resident’s rent account. The resident’s concerns about poor staff communication. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s: Reports of issues with the heating and hot water. Reports of a draught from her bedroom window. Concerns about staff conduct.
This complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Concerns about a neighbour subletting a property. Reports of the conduct of its staff member. Associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s: Boiler. Kitchen appliances. Door entry system.
| 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 |