Southern Housing (202401558)
The complaint is about the landlord’s handling of: Repairs to a leak which caused a foul smell, damp, and mould. The formal complaint.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
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.
Decisions
Southern Housing (202311890)
The complaint is about the landlord’s: response to the resident’s reports of various repair issues at the property, including: windows; intercom; rear door; response to the resident’s concerns about parking; complaints handling.
Southern Housing (202300900)
The complaint is about the landlord’s handling of the resident’s: Concerns about a broken toilet. Reports of a blocked waste pipe, damage to the kitchen worktop, cupboards, and associated repairs in the kitchen. Associated complaint.
Southern Housing (202410058)
The complaint is about the landlord’s handling of the resident’s: Subject access request (SAR). Reports of antisocial behaviour (ASB) and his concerns of discrimination and bias. Request for a disabled parking bay and access improvements. Associated complaint.
Southern Housing (202232960)
The complaint is about the landlord’s handling of: damage to the resident’s window and balcony following cyclical works in 2020. communal facilities. communal repairs. estate management and communication. the resident’s complaint.
Southern Housing (202108019)
The complaint is about the landlord’s response to the resident’s: Request to replace the windows and back door. Reports of antisocial behaviour. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing (202300899)
The complaint is about the landlord’s handling of the resident’s reports of: Mould. Damp and flooring. Silverfish infestation. Damaged personal possessions. The associated complaint.
Southern Housing (202220587)
The complaint concerns the landlord’s handling of: The resident’s reporting of damp and mould. The resident’s concerns with the smoke alarm. The repairs to the property. This report has also looked at the landlord’s complaints handling.
Southern Housing (202232643)
The complaint is about the landlord’s handling of the resident’s: Reports of asbestos in the property. Reports of several outstanding repair issues. Associated complaint.
Southern Housing (202336178)
The complaint is about the landlord’s handling of antisocial behaviour (ASB) relating to noise nuisance. This report has also taken into consideration the landlord’s handling of the associated complaint.
Southern Housing (202305661)
The complaint is about the landlord’s: Response to the resident’s requests for service charge information. Handling of the resident’s request for repairs to an external water pump controller. Complaint handling.
Southern Housing (202320180)
The complaint is about: The landlords handling of the residents reports of anti-social behaviour (ASB) from her next-door neighbour. The landlords contact restrictions imposed on the resident by the landlord.
Southern Housing (202301251)
The complaint is about the landlord’s handling of: The resident’s reports of a leak into the property which led to his bedroom ceiling collapsing. The remedial works to the bedroom ceiling, including the quality of the work. The associated complaints.
Southern Housing (202339149)
REPORT COMPLAINT 202339149 Southern Housing 6 March 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 […]
Southern Housing (202222453)
The complaint concerns the landlord’s handling of the resident’s reports of a leak from the property above her. This report has also considered the landlord’s: Record keeping. Complaints handling.
Southern Housing (202347452)
The complaint is about the landlord’s handling of the resident’s: Request for adaptations. Reports of required repairs. The Ombudsman has also considered the landlord’s: Handling of the management home move. Complaint handling. Record keeping.
Southern Housing (202337318)
The complaint is about: The landlord’s response to: The resident's reports about heating and hot water. The resident's reports about a patio door and windows. The landlord's complaint handling
Southern Housing (202224263)
The complaint is about the landlord’s handling of: The resident’s reports of leaks and associated damp and mould affecting her property. The resident’s reports of an inefficient heating system. The Ombudsman has decided to consider the landlord’s complaint handling.
Southern Housing (202209945)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour from a neighbour. The resident’s request for a handrail to be installed for the communal staircase. The resident’s request to be moved to alternative accommodation. The Ombudsman has decided to consider the landlord’s complaint handling.
Southern Housing (202329780)
The complaint is about the landlord's handling of: Reports of antisocial behaviour (ASB). The associated complaint.
Southern Housing Group Limited (202228600)
The complaint is regarding the landlord’s response to: the resident’s dissatisfaction with the duration of the landlord’s defect liability period, the resident’s reports of defects in the property.
Southern Housing (202229345)
The complaint is about the landlord’s: Handling of the resident’s concerns about the installation of communal CCTV and window cleaning at the property. Response to the resident’s reports that her neighbour was obstructing access to clean the windows. Response to the resident’s concerns that a good neighbourhood agreement had not …
Southern Housing Group Limited (202306442)
The complaint is about: The landlord’s handling of reports of a faulty oven. The landlord’s record keeping. The associated complaint handling.
Southern Housing (202227212)
The complaint is about the landlord’s handling of: Repairs to windows in the property. Flooding outside the property. Repairs to the bathroom floor. Complaint handling.
Southern Housing Group Limited (202215874)
The complaint is about: The landlord’s management of repairs at the resident’s property. The landlord’s handling of reports of damp and mould. The landlord’s handling of the resident’s request for a property transfer. The landlord’s handling of the resident’s complaint.
Optivo (now Southern Housing) (202203710)
The complaint is about: The landlord’s response to the resident’s reports of anti-social behaviour, including the level of support provided by the landlord. The landlord’s handling of a subject access request submitted on the resident’s behalf. The landlord’s handling of safeguarding concerns it had about the resident’s child. The landlord’s …
Southern Housing Group Limited (202204723)
The complaint is about: The landlord’s response to the resident’s report of various repairs. The landlord’s response to the resident’s enquiry about upgrades to his kitchen, bathroom, and windows. The landlord’s response to the resident’s request that the landlord regularly inspect the block. The landlord’s handling of the complaint.
Optivo (now Southern Housing) (202212704)
The complaint is about the: Landlord’s handling of the reports of anti-social behaviour and noise disturbance. Landlord’s response to the resident’s request for the neighbour’s CCTV to be taken down. Landlord’s response to the resident’s request for the neighbour to move. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202218185)
The complaint is about the landlord’s handling of: a bird infestation in the resident’s property. the resident’s decant. a heating and hot water repair. The Ombudsman has also investigated the landlord’s: complaint handling. record keeping.
Southern Housing Group Limited (202218086)
The complaint is about the landlord’s handling of reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. The Ombudsman has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202217628)
The complaint is about the landlord's handling of: leaks in the property. repairs to a concrete pathway, fence, windows and external doors. the resident’s complaint.
Southern Housing (202128671)
The complaint is about the landlord’s: Handling of the sale of the resident’s interest in the property. Response to the resident’s reports of financial difficulties. Handling of the resident’s buy back request. Handling of the resident’s complaint. This service has also investigated the landlord’s knowledge and information management.
Optivo (now Southern Housing) (202205984)
The complaint is about the landlord’s handling of: the resident’s concerns about the condition of the property when it was let to them, including issues with the flooring. the repairs to the flooring in the property since July 2021. The Ombudsman has also investigated the landlord’s complaint handling.
Southern Housing (202123352)
The complaint is about the landlord’s handling of: The resident’s request for repairs to the property. The associated delays.
Southern Housing Group Limited (202205541)
The complaint concerns: The resident’s allegation that his share in the property was mis-sold due to the defect. The landlord’s handling of remedial works and the resident’s temporary move into alternative accommodation. The landlord’s handling of the associated complaint.
Southern Housing Group Limited (202211551)
The complaint is about the landlord’s response to the resident’s concerns about: Communication regarding major works carried out to the block. The standard of works carried out to the roof, windows and paintworks within the major works programme. The decision to remove the rear balconies from the building and impact …
Optivo (now Southern Housing) (202219051)
The complaint is about: The landlord's handling of reports of issues with the boiler. The level of compensation awarded. The landlord’s complaint handling.
Optivo (now Southern Housing) (202206632)
The complaint is about the landlord’s handling of: The resident’s request for reimbursement of his service charge. The resident’s reports regarding communal repairs. The associated complaint.
Optivo (now Southern Housing) (202221560)
The complaint is about the landlord’s: Handling of works in communal areas. Sharing of the resident’s personal data with its contractor. Complaint handling.
Southern Housing Group Limited (202201095)
The complaint is about: The landlord’s handling of complaints about a contractor. The landlord’s response to the resident’s reports of creaking floorboards. This Service has also investigated the landlord’s complaint handling and the level of compensation offered.
Optivo (now Southern Housing) (202114079)
The complaint is about the landlord’s handling of the resident’s: Request for service charges to be removed and concerns raised about the level and increase of the service charges. Queries about service charges and estate management. The related complaint.
Optivo (now Southern Housing) (202113690)
The complaint is about the landlord’s handling of the resident’s: Request for information on the building to be provided to leaseholders including a report on the grey cladding. Request for an action plan in relation to service charges and fire safety. Request for regular leaseholder meetings with minutes. Associated formal …
Optivo (now Southern Housing) (202114130)
The complaint is about the landlord’s handling of: The resident’s reports of noise transference. Reports of antisocial behaviour (ASB) The associated complaint.
Optivo (now Southern Housing) (202211719)
The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.
Optivo (now Southern Housing) (202109843)
This complaint is about the landlord’s handling of: The resident’s reports of repairs to the property at the time, and shortly after, she moved in. The resident’s request for compensation for damage to her personal belongings due to water ingress and damp. The associated complaint.
Optivo (now Southern Housing) (202116366)
The complaint is regarding: The landlord’s handling of the resident’s request for the installation of sound insulation in his property. The landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
Optivo (now Southern Housing) (202208179)
The complaint is about the landlord’s response to;
Optivo (now Southern Housing) (202225263)
The complaint is about the landlord’s response to: reports of an operative gaining access to the resident’s property. concerns that it held a key to the property without her knowledge.
Southern Housing Group Limited (202123627)
The complaint is about the landlord’s: response to the resident’s concerns regarding cyclical works. complaint handling.
Southern Housing Group Limited (202120117)
The complaint is about the landlord’s handling of the resident’s: Request for a copy of an EWS1, External Wall System fire review certificate. Request to provide evidence of fire safety. Complaint.
Decisions by year
Read the chart values
| 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 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)