Southern Housing (202332647)

Background

1. On, or around, 24 March 2023 the resident complained to the landlord about ongoing periods of having no heating or hot water. They said the landlord had failed to adequately maintain the communal boiler system over several years. The landlord issued its final response on 30 January 2024. At that time, some repairs had been carried out but the issue was not fully resolved. The resident has since told us the communal boiler system has been fully repaired. They have not had any further issues with heating or hot water.

What the complaint is about

2. The complaint is about the landlord’s repairs to the communal heating and hot water system

Our decision (determination)

3. The complaint was resolved with our intervention.

We have made recommendations for the landlord to put things right.

Reasons

4. We spoke to the resident on 8 October 2025. They explained their outstanding concern was a lack of information from the landlord. They were not seeking any additional compensation. To resolve their complaint, they wanted to know:
   1. What had gone wrong with the boiler system and how this had happened.
   2. What repairs the landlord had carried out.
   3. What the landlord had done to prevent a similar situation in the future.
   4. Whether, as a leaseholder, they would be liable for any costs the landlord had incurred in carrying out the repairs.
5. We contacted the landlord on 9 October 2025 and provided it with a summary of our understanding of the complaint. We explained what the resident was seeking to resolve their complaint.
6. Following our intervention, the landlord agreed to provide the resident with the information they had requested.
7. Subject to the landlord providing the information, we are satisfied the complaint is resolved satisfactorily.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.