All our decisions are published here as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020 and are published three months after the final decision date. In some cases we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
REPORT COMPLAINT 202127594 Optivo (now Southern Housing) 29 November 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 of: Outstanding ‘void’ repairs at the property (pre-occupancy). Poor workmanship related to the installation of a new kitchen. An unfulfilled subject access request (SAR). Outstanding repairs at the property which it had assessed in March 2021. This report also looks at the landlord’s handling of the resident’s complaints.
The complaint is about: The landlord’s handling of the resident’s reports of a broken window, a seized hot water tap, and that her kitchen was in a state of disrepair. The landlord’s handling of the resident’s reports that the main entrance door to the block of flats was insecure and the door entry system was not fit for purpose. The landlord’s handling of the resident’s reports that communal cleaning and maintenance services were not being carried out satisfactorily. The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The landlord’s response to the resident’s fire safety concerns. This report will also consider the landlord’s complaint handling.
This complaint is about the landlord’s handling of reports of antisocial behaviour in the resident’s neighbourhood. We have also decided to consider the landlord’s complaint handling as part of this report.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about the resident. The complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint was about: The landlord's response to the resident’s concerns about the use of a stair lift in the property. The landlord's response to the resident’s concerns about emergency fire escape lighting being left on permanently. The landlord's response to the resident’s reports that a member of staff had behaved in a discriminatory way. The Ombudsman has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and subsequent claim for compensation. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s reports of water ingress at his property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the increase of service charges. The landlord’s handling of the resident’s request for information about their service charges.
This complaint is about the landlord’s handling of: Water leaks into the resident’s flat. The associated complaint.