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 response to flooding at the property. The landlord’s handling of the decant. The landlord’s handling of repairs. The landlord’s handling of the resident’s personal data. The landlord’s response to damage caused to the resident’s possessions by the flooding. The landlord’s handling of the associated …
The resident’s complaint is about the landlord’s: Response to a sewage leak at her property; Response to her reports of water ingress and resultant damp; Handling of the associated complaint.
The complaint is about the landlord’s response to the resident about: its handling of her ASB reports. its decision to extend the introductory tenancy.
The complaint is regarding: The landlord’s handling of service charge consultation. The landlord’s response to the resident’s concerns about estate caretaking service charges. The landlord’s handling of the complaint. The level of compensation offered.
This complaint is about the landlord’s response to the resident’s reports of anti-social behaviour (ASB), including racial harassment.
The landlord’s handling of the resident’s decant and her request for reimbursement and compensation. The landlord’s handling of the resident’s safety concerns and reports of outstanding repairs on her return to her property. The landlord’s handling of the resident’s complaint and its level of communication with her.
The complaint is about the landlord’s handling of: The resident’s reports of Anti-Social Behaviour (ASB). The resident’s concerns about the fencing at the property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of a leak within her property and the compensation amount offered.
The complaint is about the managing agent’s response to the resident’s reports of: A defective kitchen window. Defective external floodlights. Door closers causing the doors to slam. Roof leaks causing dampness and damage to the resident’s belongings. A defective communal washing machine and the reported damage caused to the resident’s …
The complaint is about the provision of gardening services. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s property and the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling and record keeping.
The complaint is about: The landlord’s response to the resident’s requests for it replace her property’s draughty windows, front door and frame, and compensate her for this. The landlord’s complaint handling.
The complaint is about: The landlord's response to the residents reports of a leak in the bathroom and its handling of the associated repairs. How the landlord dealt with repairs to the internal kitchen fire door. The landlord's response to outstanding repairs to the front door. The landlord’s handling of …
The complaint is about: The landlord’s handling of the resident’s reports of a flood, and damage to a communal pipe affecting her property. Complaint handling.
The complaint is about: The landlord’s response to reports of antisocial behaviour (ASB). The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. A service charge refund. The resident’s formal complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of the resident’s complaint.
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns about gas servicing and the management of appointments. The associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of rodents in the property. The landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s: Request for reimbursement of her service charge. Concerns regarding gas safety at the property. Snagging reports.
The complaint is about information the landlord provided about the applicant’s right to a mutual exchange. The Ombudsman has also considered the landlord’s knowledge and information management. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB). The landlord’s handling of a managed move. The Ombudsman has also considered the landlord’s complaint handling.
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 response to the resident’s reports regarding: Repairs required to her property following a water leak. Damp and mould at her property. Its complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of a leak on the boiler and the installation of a new boiler. The landlord’s handling of the resident’s reports of other repairs. The landlord’s decision to put a warning flag on the resident’s account. The landlord’s handling of …
The complaint is about the landlord’s handling of the resident’s reports of defects to the property, including damp and mould and door repair issues.
The complaint concerns: The landlord’s handling of the resident’s reporting of damp and mould. The landlord’s handling of repairs to the toilet. The landlord’s handling of repairs to the roof. The landlord’s complaints handling. This report has also considered the landlord’s record keeping.
The complaint is about: services the landlord provided to the residents, including independent living equipment, staff support, a smoke alarm system, and garden maintenance, and, the allocation of the residents’ current property. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord's: Handling of a leaking roof causing water damage to the property. Complaints handling. The Ombudsman has also considered the landlord’s knowledge and information management.
The complaint concerns the landlords handling of the following: Communication with the residents regarding the regeneration work on the estate. Request for rental payments. The subsequent complaint.
The complaint is about the landlord’s handling of repairs to windows. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns that: She has been overcharged rent. She has been charged grounds maintenance for services not received. Her signature was forged on her tenancy agreements.
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s request to be rehoused.
The complaint is about: The landlord’s handling of the resident’s reports about not having heating and hot water, and its handling of the resident’s request for a gas boiler. The landlord’s response to the resident’s reports about not having electricity, and the support it provided to enable the installation of …
The complaint is about the landlord’s: Handling of the resident’s application to succeed to her mother’s tenancy. Complaint handling.
The complaint is about the landlord’s handling of: Damp and mould in the property. Repairs to the bathroom ceiling following a collapse. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB) by his upstairs neighbour. Flooding caused by the upstairs neighbour. Repairs caused by the flood and related damp and mould. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
The complaint is about: the landlord’s handling of the resident’s request for a housing transfer. The landlord’s communication with the resident.
The complaint is about: The landlord’s handling of repairs. The landlord’s handling of pest control reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of: The resident's reports of rats in her loft. Repairs to the resident's loft and the renewal of the loft insulation. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of domestic abuse and her request for an urgent management transfer to flee the abuse. This investigation also considered the landlord’s handling of the resident’s complaint. This investigation also considered the landlord’s record keeping.
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 concerns the landlord’s: Handling of repairs. Decision to charge the resident for communal wi-fi. Handling of the resident’s concerns about the concierge service. Handling of reports of a vandalised car in the communal car park. Complaints handling. This report has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of: The resident’s concerns about the standard of communal cleaning. The associated complaint.
The complaint is about the landlord's handling of: The kitchen replacement works. The resident’s reports of damaged flooring. The resident’s request for a kitchen extension. The associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB) against his neighbour. The landlord’s handling of counter-allegations of ASB against the resident made by the neighbour.
The complaint is about the landlord’s handling of the resident’s concerns about the service management charge. The Ombudsman has also considered the landlord’s complaints handling.
| 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 |