Intercom Dispute (LBA & S27A)
A complete timeline, resident impact, and our legal challenge regarding the Noralsy system failure.
The main entry intercom system has been non-functional since August 4, 2025. Despite this, residents continue to be billed for a maintenance contract on a dead system. This page documents the failure, the resident impact, the email paper trail, and our formal legal action.
The Human Impact
A broken front door isn't just an inconvenience; it breaks down the basic functionality of a residential building.
They've almost stopped attempting entirely. I had to get things redirected to a post office because they just kept not attempting and it had been a week.
Impact of broken intercom on postal deliveries
I've just had an argument with the postie. He was shouting at me asking me why the buzzer isn't working... I said there's no need to shout at me, it's just as annoying for us as it is for you. You've called me and I've come straight down, I can't get to the front door any quicker.
Postal worker frustration due to broken intercom
Timeline of Failure
Southern Housing initially claimed this was a simple contractor issue, but our investigation revealed a systematic failure to pay basic utility bills.
Intercom System Failure(1 attachment)
Main buzzer/door panel breaks. Residents report they cannot receive deliveries or allow guests to access the building.
False Assurance from Southern Housing(1 attachment)
Southern Housing claims job was raised to contractor DSSL (Ref: SLF 2073504).
BT Unpaid Bill Discovered(1 attachment)
Resident spends over an hour on the phone with repairs and discovers NACD can't fix the door as the phone line is on hold. Southern Housing hasn't paid the line charges.
Admission of 'System Error'(1 attachment)
Southern admits contractors never received the job due to 'system error'. First acknowledgment of failure.
The Discovery
Residents contact NACD directly. NACD confirms they told Southern on Aug 14 to check the phone line. Southern failed to act.
Root Cause Revealed: Unpaid Bills(1 attachment)
BT confirms the phone line is inactive/ceased due to unpaid bills since Aug 20. Southern Housing failed to pay the line rental.
The Blame Game(1 attachment)
Southern claims line was ceased by Bellway Homes as part of analogue switch-off without notification.
Email Correspondence
Below is the documented thread showing the progression of excuses and eventual admissions from Southern Housing.
Repairs and communication - odyssey house
RE: Repairs and communication - odyssey house
Admission of System Error
Legal Action & Document Drafts
We are taking formal action to recoup the money lost through these unprovided services. Below are our working drafts for the Letter Before Action (LBA) and the subsequent Tribunal notice.
Draft Status
These documents are currently in DRAFT status. They are being prepared for dispatch by the Shadow Board.