Housing Ombudsman Decisions

The complaint is about the landlord's response to the resident's enquiries about her rent account and payments.

The resident’s complaint is about the landlord's response to his request for compensation for the loss of communal heating and hot water.

The complaint is about the landlord’s response to the resident’s concerns about water charges within their rent.

The complaint is about: The resident’s concerns regarding the level of support provided by the landlord and the service charges for this support. The landlord’s response to the resident’s concerns about the conduct of its staff. The landlord’s handling of …

The complaint is about the landlord’s handling of energy efficiency works at the resident’s property.

The complaint is about the landlord’s handling of repairs to the resident’s heating system and the compensation it offered.

The complaint is about the landlord’s handling of the resident’s queries about: the service charge account for the financial year 2022 to 2023. the service charge account for the financial year 2024 to 2025.

The landlord’s handling of: The resident’s report of repairs and the associated temporary move. The resident’s complaint.

The complaint is about the landlord’s handling of the resident’s reports of damp and mould.

The complaint is about the landlord’s response to the resident’s service charge queries.

The complaint is about the landlord’s handling of the resident’s reports of leaks.

The complaint is about the landlord’s handling of the resident’s reports of: Structural issues with an external wall. Damp and mould and its repair of the associated leaks. A loss of heating and hot water following a repair.

The complaint is about the landlord’s response to the resident concerning the letting condition and her repairs reports.

The complaint is about the landlord’s handling of concerns regarding the condition of the property when let and its delivery of repairs.

The complaint is about the landlord's handling of the resident's rent account. The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s reports of a leak. The landlord’s handling of the resident’s concerns about the windows and external doors . The …

The complaint is about the landlord’s handling of the resident’s concerns about its contractor’s conduct in his home during a gas safety inspection.

The complaint is about the landlord’s handling of the resident’s application to be moved to alternative accommodation. The landlord’s handling of the complaint has also been considered.

The complaint is about the landlord’s response to the resident’s repair requests, including: Noise nuisance from an extractor fan Faulty communal lights Emergency lift repairs The Ombudsman has also considered the landlord’s complaint handling.

The complaint is about the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s complaints.

The complaint is about the landlord’s handling of a roof repair, and the resident’s reports of damp and mould at her property.

REPORT COMPLAINT 202441504 Sanctuary Housing Association 15 August 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]

The complaint is about the landlord’s response to the resident’s concerns about her garden path.

The complaint is about the landlord’s handling of damp and mould and replacement of the resident’s balcony door.

The complaint is about the resident’s report of the landlord’s response about: The rent account. A community bike project. Parking. Damage to a carpet following a leak.

The complaint is about the landlord’s handling of repairs to a defective toilet.

The complaint is about the landlord’s handling of the resident’s reports of a wet room leak.

The complaint is about the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint.

The complaint is about the resident’s reports of floods affecting the property.

The complaint is about the landlord’s handling of the resident’s concerns about domestic abuse.

The complaint is about the landlord’s handling of the repairs to the resident’s shower.

The complaint is about the landlord’s handling of the resident’s: Service charge account. Concerns about the standard of cleaning to the communal areas.

The complaint is about the landlord’s handling of the resident’s requests for compensation for damage to personal belongings and for cleaning costs.

The complaint is about the: Landlord’s handling of the intended removal the resident’s vehicle. Landlord’s use of an alleged illegal contractor and the legality of its actions. Legality of the contractor’s actions in removing, storing, and charging for storage of …

The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB), by a neighbour between August 2024 and November 2024.

The complaint is about the landlord’s handling of the resident’s request for compensation following a kitchen replacement.

The complaint is about the landlord’s handling of the handover of the property and the resident’s reports of defects.

The complaint is about the landlord’s handling of: Roof repairs and associated damp and mould. The complaint.

The complaint is about the landlord’s response to the resident’s reports about a water tank, a hot water cylinder, and pipework lagging, and its compensation for these.

The complaint is about the landlord’s handling of: reports about a leak. the associated complaint.

The complaint is about the landlord’s response to the resident’s complaint about her move, repairs at the new property, and her request for a single point of contact.

The complaint is about the landlord’s handling of the resident’s request to be moved to a property with a wet room. The Ombudsman has also considered the associated complaint handling.

The complaint is about the landlord’s handling of the resident’s reports of a roof leak.

The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).

The complaint is about the landlord’s handling of the resident’s reports of: Her personal belongings being lost whilst being transferred into temporary accommodation. Damp and mould within the property. Drainage issues in the kitchen. A boiler repair and being without …

The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) and parking management concerns, and her associated complaints.

The complaint is about the landlord’s handling of the resident’s report of a leak and associated repairs.

The complaint is about the landlord’s handling of the resident’s: Reports of outstanding repairs to the bedroom. Associated complaint.

The complaint is about the landlord’s response to the resident’s concerns about the heat supply charges for the property. This investigation has also considered the landlord’s handling of the associated formal complaint.

The complaint is about the landlord’s handling of the resident’s reports about pests and weeds, subsidence, repairs at his home, and his concerns about roof safety.