Ombudsman launches special investigation into social landlord following sharp increase in maladministration

Following completion of investigation into Southern Housing, Ombudsman says that a learning report will be published making recommendations for service improvement

The Housing Ombudsman has launched a special investigation into Southern Housing following a sharp increase in maladministration.

With the landlord's complaint handling maladministration rate having risen from 56 per cent to 81 per cent in the past year, the Ombudsman has taken action using powers under paragraph 49 of the Housing Ombudsman Scheme.

Highlighting that he has upheld more than 70 per cent of complaints about Southern Housing's complaints handling since 1 April 2021, and that there are 50 open cases assessed as high or medium risk, Housing Ombudsman Richard Blakeway says –

'The sharp increase in maladministration rate, combined with number of high or medium risks cases we’re seeing from this landlord, is of concern. Other cases with us relate to similar issues and may indicate a repeated failing.

Following our investigation, we will publish a learning report highlighting any issues we have identified in the cases investigated and make recommendations to the landlord to support learning and improvement.'

For more information, see Sharp increase in maladministration prompts Ombudsman to launch special investigation into Southern Housing from housing-ombudsman.org.uk