Housing Ombudsman Decisions
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases
Decisions by Year
Top Landlords by Volume
Clarion Housing Association Limited
817
Peabody Trust
522
London & Quadrant Housing Trust
517
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
360
Metropolitan Thames Valley Housing (MTV)
313
Browse by Outcome
Common Topics (last 2 years)
Top Landlords
Clarion Housing Association Limited (817)
Peabody Trust (522)
London & Quadrant Housing Trust (517)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (360)
Metropolitan Thames Valley Housing (MTV) (313)
Hyde Housing Association Limited (309)
The Guinness Partnership Limited (299)
Southern Housing (273)
Southwark Council (266)
A2Dominion Housing Group Limited (239)
Notting Hill Genesis (229)
Showing 360 of 16,227 decisions matching "Sanctuary Housing Association"
Sanctuary Housing Association (202338359)
Partial Maladministration
Complaint: Estate Management
The complaint is about: Repairs to the communal front door. Repairs to the lift. The absence of a scheme manager. The standard of grounds maintenance, cleaning, and concerns about the bins. The handling of the associated complaint.
Sanctuary Housing Association (202411119)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s: Response to the resident’s reports of neighbour nuisance. Handling of the associated complaint.
Sanctuary Housing Association (202343098)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: Reports of a loss of heating and hot water. Repairs to the lifts. Repairs to the communal door. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202418016)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint …
Sanctuary Housing Association (202428174)
Maladministration
Complaint: Estate Management
The landlord’s handling of the resident’s: Requests to cut back the trees overhanging the rear of the property. Associated complaints.
Sanctuary Housing Association (202429025)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of a repair to a plastered wall in the property. We have also considered the landlord’s handling of the associated complaint.
Sanctuary Housing Association (202440611)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
Sanctuary Housing Association (202450951)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of damp and mould at her property. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202502718)
Partial Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
Sanctuary Housing Association (202339707)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of: Outstanding repairs including carpet replacement. Possessions which were disposed of without his consent. We have also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202346063)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of leaks, damp, mould and subsequent repairs. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202500351)
Maladministration
Complaint: Responsive repairs/activity
The resident has complained about the landlord’s response to the resident’s reports of damp and mould.
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of bathroom repairs.
Sanctuary Housing Association (202346463)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s pest concerns. We have also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202338653)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The information given as part of the resident’s application for housing. The condition of the property upon moving in and the repairs needed. The associated complaint.
Sanctuary Housing Association (202422260)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the rear garden fence. Associated complaint.
Sanctuary Housing Association (202325357)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
Sanctuary Housing Association (202344107)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s request to repair or replace her windows and doors.
Sanctuary Housing Association (202343564)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's decision to open the communal door of the resident's building for public access.
Sanctuary Housing Association (202348283)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Damp and mould and kitchen repairs at the resident’s property. The associated complaint.
Sanctuary Housing Association (202446528)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room window. Storage heaters. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202449844)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
Sanctuary Housing Association (202447372)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of faulty hot water cylinder.
Sanctuary Housing Association (202344212)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202447306)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have also considered the landlord’s complaint handling as part of the investigation.
Sanctuary Housing Association (202318542)
Reasonable Redress
Complaint: Managing Relations
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.
Sanctuary Housing Association (202419490)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s complaints.
Sanctuary Housing Association (202420940)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of a roof repair, and the resident’s reports of damp and mould at her property.
Sanctuary Housing Association (202441504)
Reasonable Redress
Complaint: Responsive repairs/activity
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. […]
Sanctuary Housing Association (202422397)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of repairs to a defective toilet.
Sanctuary Housing Association (202447865)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about: The landlord’s handling of the resident’s reports of damp in her property. The landlord’s complaint handling.
Sanctuary Housing Association (202337495)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202337495 Sanctuary Housing Association 12 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. […]
Sanctuary Housing Association (202340788)
Reasonable Redress
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the repairs to the resident’s shower.
Sanctuary Housing Association (202324133)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s door repairs. The associated complaint.
Sanctuary Housing Association (202337231)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: A garage door repair. The associated complaint.
Sanctuary Housing Association (202409928)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent infestation. Report that it delayed in replacing the property’s windows. Report of a repair to the front door. …
Sanctuary Housing Association (202428716)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord's complaint handling.
Sanctuary Housing Association (202322712)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.
Sanctuary Housing Association (202419673)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational Therapist (OT) referral to assess the resident’s needs. The resident’s housing transfer. The associated complaint.
Sanctuary Housing Association (202450881)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due to the storage heaters not functioning. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a …
Sanctuary Housing Association (202451429)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of outstanding repairs affecting: Guttering, drains, and roof tiling. Heating. The kitchen. The shower. The Ombudsman has investigated the landlord’s complaint handling.
Sanctuary Housing Association (202302230)
Maladministration
Complaint: Health and Safety (inc. building safety)
The resident’s complaint was about the landlord's response to the resident's reports about her water system and water quality.
Sanctuary Housing Association (202326314)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202447232)
Maladministration
Complaint: Responsive repairs/activity
This complaint is about the landlord’s response to: A leak from a toilet and the damage caused by this. The resident’s reports of damp and mould and the associated repairs.
Sanctuary Housing Association (202432142)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
Sanctuary Housing Association (202431769)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.
Sanctuary Housing Association (202322989)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 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. […]
Sanctuary Housing Association (202443875)
Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns about fire safety due to a hoarded property. The Ombudsman has investigated the landlord’s complaint handling.
Sanctuary Housing Association (202425718)
Outside Jurisdiction
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s concerns about damp.
Sanctuary Housing Association (202327787)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.