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 resident’s complaint is about: The landlord’s handling of a power and water outage . The landlord’s handling of a lift outage, and an associated rescue of persons trapped inside the lift. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s concerns about the increase in communal heating system service charges.
The complaint is about the landlord’s handling of: Communal gardening. The resident's concerns about trees blocking light to his property. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of resident’s reports of defects in the new build property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of subsidence. Repairs to an external retaining wall. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns of damp and mould in the 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 carbon monoxide leak from the boiler. We have also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s request for aids and adaptations in the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s complaints about damp and mould between 2022 and 2024.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of poor staff communication and his request for a new Housing Officer. Response to the resident’s questions about its lettings criteria. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Anti-social behaviour (ASB). Excessive noise transference from the property above.
The complaint is about the landlord’s handling of the resident’s request for compensation for a missed appointment.
The complaint is about the landlord’s handling of the resident’s: Request for a service charge refund from November 2013. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and heating repairs.
The complaint is about the landlord’s response to the resident’s reports of draughts in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a boiler repair.
The complaint is about the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB) from neighbours, including noise nuisance, bullying, harassment, and intimidation. the resident’s reports of breaches of tenancy including dogs living in the block, drug use, and benefit fraud. the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of repairs to the communal roof. Associated complaint.
The complaint is about the landlord’s handling of the resident’s enquiries about fire safety works completed in 2022. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident's request for a repair to her flooded balcony. The associated complaint.
The complaint is about the landlord's handling of: Reports of repairs to the bathroom floor. The associated complaint.
REPORT COMPLAINT 202317260 Southern Housing 11 April 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 handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s complaint handling has also been considered.
This complaint is about: The level of service charges and the resident’s liability to pay them. The landlord’s communication with the resident concerning the service charges. The landlord’s handling of the resident’s concerns about the quality of works. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the replacement of the windows at the resident’s property. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leak and damp and mould. The resident’s reports of antisocial behaviour (ASB). The associated complaint.
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour. complaint handling.
The complaint is about the landlord's handling of: Reports that the resident’s bath was damaged and needed to be replaced. Reports of problems with the drainage of the external gully. Reports of a faulty bathroom extractor fan. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs as a result of a roof leak.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of issues with his boiler. Associated formal complaint.
The complaint is about the landlord’s handling of: Noise reports made by the resident’s neighbour. Information relating to the resident’s son living at the property. The resident’s concerns that the landlord has discriminated against her son. We have also considered the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s: Handling of a chargeable repair to the property’s toilet. Response to the resident’s concerns about various other issues. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) concerning her neighbour below.
The complaint is about the landlord’s handling of the resident’s reports of a gutter leak.
The complaint is about the landlord’s handling of: Reports of a gas leak. Pest control and a contaminated water tank. Repairs to the roof and electrical wiring. The formal complaint.
The complaint is about the landlord’s response to the resident’s reports of: poor staff conduct anti-social behaviour (ASB)
The complaint is about the landlord’s handling of the resident’s reports of bedbugs in the property.
The complaint is about the landlord's response to the resident's reports about problems with the electrics in her home.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Damp and mould in the resident’s property; The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for a new kitchen.
The complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire safety inspections at his property.
The complaint is about the landlord's handling of the resident’s reports of a boiler leak and associated repairs.
The resident’s complaint is about the landlord’s handling of: Heating repairs. Flooring repairs. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB). the resident’s personal data. the associated 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 |