A special investigation report produced by the Housing Ombudsman has revealed a lack of ownership over complaint handling during the merger between Optivo and Southern Housing in 2022.

The Ombudsman identified that the landlord’s approach during the merger did not “extend sufficiently to complaints handling and achieving a positive complaint handling culture”.

In the report, the Ombudsman issued determinations on 77 cases, making 184 findings with a 79% maladministration rate. Regarding complaint handling, the maladministration rate was 92%.