Housing Ombudsman Slams Southern Housing for Shocking Complaint Failures
The Housing Ombudsman has blasted Southern Housing for a shocking culture of ignoring complaints. Their latest investigation reveals a glaring “lack of ownership” and serious failings in how the landlord handles tenant grievances.
Catastrophic Complaint Handling After Merger
Following Southern Housing’s recent merger, the Ombudsman uncovered a disaster zone in complaint handling. Of 77 cases examined, a staggering 79% showed maladministration — with complaint handling errors hitting 92%. The damning report covers October 2018 to September 2023, focusing on 14 complaints after the merger, exposing huge lapses in accountability and response times.
One shocking example involved months of delays fixing a leaking waste pipe, forcing Environmental Health to issue an Improvement Notice. In another terrifying incident, the landlord failed to act after a resident wielded a machete and threatened to set fire to the building.
Seven Major Failings Found – Ombudsman Orders 300 Fixes
The report identified seven critical problem areas:
- Complaint Handling: No ownership, poor transparency, disorganised record-keeping.
- Reasonable Adjustments: Ignored resident vulnerabilities despite documented evidence.
- Unreasonable Behaviour: Confusing and inconsistent enforcement of behaviour policies.
- Risk Management: Weaknesses in identifying and managing resident risks.
- Repairs: Delays, poor communication, and contractor failures.
- Third Parties: Shoddy oversight and communication with agents and contractors.
- Information Management: Poor record-keeping fuelling complaints and delays.
The Ombudsman has issued 300 orders for reform and will monitor Southern Housing to ensure these changes happen.
Ombudsman’s Warning to the Housing Sector
Richard Blakeway, Housing Ombudsman, said: “The landlord’s leadership has been open during our probe, and their proactive moves could benefit residents in a tough environment. But mergers like this bring major challenges in ensuring good service and complaint handling.”
“The main problem here is a lack of ownership on complaints. Mergers can drag down service quality unless consumer focus is central from the start. Without clear leadership and vision, issues get worse, not better.”
“I urge landlords considering or navigating mergers to study these findings and take action to prevent complaint failures.”
Southern Housing Responds: Sorry, But Changes Underway
Southern Housing admitted to service failings but pointed out most complaints reviewed started before the merger in December 2022. They highlighted data showing their pre-merger maladministration rates were below London averages once combined.
The landlord said: “We’re sorry to residents let down. We’ve cooperated fully with the Ombudsman and welcome the learning.”
They promise upgrades including:
- New customer service training for staff.
- Repairs and maintenance improvements.
- Full system integration by April 2025 to boost service.
Southern Housing also boasted a strong resident governance structure with four tenants on their board and over 100 residents involved in scrutiny roles. They claimed this input has already improved handling of damp and mould issues.
“We’re confident these efforts will raise standards and meet residents’ expectations,” they concluded.
