Vulnerable Tenants Report Unsafe Conditions in Southern Housing Properties

Vulnerable tenants residing in properties managed by Southern Housing (SH), one of the largest housing associations in the UK, have reported to the BBC that they are living in dangerous, dirty conditions. Some of these conditions include the absence of basic amenities such as a shower or a secure front door. Ben (a pseudonym) and his two young children were placed in temporary accommodation by SH in Kent after fleeing an abusive relationship. He described feeling “like somebody who had been chucked away,” noting nails protruding from the floor and a garden full of faeces. Southern Housing stated that it takes allegations of service failure extremely seriously and that its primary priority is safeguarding vulnerable residents. Ben reported that the house, which he occupied in September, lacked white goods such as a washing machine or fridge. He stated, “We were stripped back to living out of cardboard boxes. There was nothing there.” Ben also mentioned that one of the doors detached from its hinges due to rotten woodwork. Southern Housing stated it manages 80,000 homes across the south east of England, encompassing Sussex, Surrey, and Kent, in addition to London, the Isle of Wight, and the Midlands. The housing association informed the BBC that Ben had “accepted” the property despite being aware of the absence of white goods, but confirmed it had provided funds for him to acquire essential items like a cooker and microwave. SH further stated it had not received a direct complaint from Ben and had directed him to other support agencies. Southern Housing affirmed, “We remain in regular contact with [Ben] and are committed to discussing any repairs that may be required.” Susan from Surrey (whose name has also been changed) informed the BBC that she lived in “terror” for over three years because Southern Housing failed to repair her front door, which was not adequately secured, despite her repeated requests. She recounted that a former partner gained entry to her flat during this period. Southern Housing stated that its inspection of Susan’s door determined it was installed correctly. SH told the BBC that her “safety was never put at risk.” Susan, who experiences severe mental health issues, moved into the Southern Housing property from a women’s hostel in 2019. She claimed that SH also left her without a functional window for several months during winter and failed to notify her of a rent increase. The BBC has reviewed email correspondence between Susan and Southern Housing, which corroborates Susan’s assertions regarding the window, as SH acknowledged that she had reported the repair “several times in the last two years.” The housing association stated it had informed Susan of a rent adjustment. It also asserted that all reported repairs had been completed and that it was unaware of any unresolved issues. Information and advice for individuals affected by the issues discussed in this article can be found here. Susan stated that her “constant battles” with Southern Housing had severely impacted her physical and mental wellbeing. She reported, “On many occasions, I called or emailed to explain just how unhappy and suicidal I felt… and I was constantly met with no outcome.” Susan added, “I just kind of feel like I’ve been put here just to be forgotten about.” Southern Housing indicated that its financial inclusion team had offered Susan support, including the clearance of her rent arrears. John Cutler, a 67-year-old resident of Sittingbourne, Kent, who uses a wheelchair due to a long-term health condition, reported being without his accessibility toilet. This toilet, equipped with rails to aid his movement, became unavailable after Southern Housing commenced bathroom renovations in September to address mould. He was compelled to shower at a friend’s residence for a month. Although the shower has since been repaired, Mr. Cutler stated that he and his wife were “struggling” because she had to assist him with their other toilet. Mr. Cutler commented, “It is not only that they haven’t done the job. It is that we have to stay in for days on end just in case anybody comes… we don’t know when they’re coming or going.” He added, “It just needs to get sorted, but an apology would go a long way.” Southern Housing confirmed that it had completed repairs on Mr. Cutler’s bathroom. It stated that the toilet was still in full working order and that Mr. Cutler had not reported any problems with his shower. Southern Housing also indicated that all remaining works would be finished on Friday. Richard Brittain, who previously chaired the Kent Regional Residents Panel at Southern Housing, suggested that the actual number of social housing tenants encountering problems with their SH properties was probably considerably higher. He attributed this to many tenants being “terrified of rocking the boat” and thus unwilling to report issues. Nevertheless, he contended that these problems pointed to a “broken system” rather than a “broken company.” He advocated for increased authority for the Housing Ombudsman and clearer legislation to enhance the protection of social housing tenants. A spokesperson for the Ministry of Housing, Communities and Local Government stated: “Everyone deserves to live in a safe, warm and decent home and failings preventing people from being able to do so are unacceptable.” The spokesperson indicated that the government plans to consult on a “new decent homes standard” early next year to guarantee that tenants are not burdened by disrepair. Furthermore, they added that new legislation would be introduced, establishing stringent requirements for landlords to investigate and rectify hazards in social homes, such as damp and mould, within specific timeframes. BBC Kent can be followed on Facebook, X, and Instagram. 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