Southern Housing (202526820)

Background

1. Following boiler repairs in March 2024, the landlord noted that the resident’s kitchen flooring needed to be replaced and a cupboard needed to be repaired. The resident chased the landlord as the repairs remained outstanding. The landlord resolved both issues in January 2026. It offered the resident £220 compensation for the delays. The resident told the landlord that a leak in the bathroom had damaged the flooring.

What the complaint is about

2. The complaint is about the landlord’s handling of the resident’s reported repairs.

Our decision (determination)

3. There was reasonable redress which satisfactorily resolved the complaint about the resident’s reported repairs.

Reasons

4. Landlords should monitor and carry out repairs within a reasonable time period. This ensures that they are resolved promptly and mitigates causing residents avoidable distress and inconvenience. The landlord’s website says that it will arrange repairs with residents as soon as possible and at a time that suits them.
5. It is noted that the resident told us he chased the landlord several times about the kitchen flooring and cupboard repairs. However, the available evidence shows that following the March 2024 boiler repair, he next chased the landlord for an update around March 2025. As such, we cannot say definitively that the landlord missed opportunities following the resident’s contact to resolve the issues during that time period.
6. Following the resident’s March 2025 contact, the landlord took steps to complete the repairs. However, there were further delays. It is acknowledged that some of the contributing factors to the delays were outside of the landlord’s control. Nonetheless, overall, it took the landlord approximately 2 years to fully resolve the repairs.
7. The landlord acknowledged the delays and offered the resident £220 compensation. Taking into consideration the length of the delay and the type of repairs that were outstanding during that time, we are satisfied that the compensation was reasonable for the distress and inconvenience caused. It is in line with our compensation guidance for such failings.
8. Following a leak in the resident’s bathroom, he told the landlord that the leak had damaged the bathroom flooring. He has told us that the landlord has informed him that the bathroom will be upgraded in around 5 years and he is satisfied that the flooring will be replaced then.
9. It is noted that the landlord also offered to reimburse the resident for the cost of running a dehumidifier following the leak. It is unclear whether the resident responded to its offer. Therefore, a recommendation has been made for the landlord to contact the resident to discuss this further.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.