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 (202312713)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202406571)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202422105)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the request to repair the resident’s roof.
Sanctuary Housing Association (202417848)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.
Sanctuary Housing Association (202437918)
Maladministration
Complaint: Responsive repairs/activity
This complaint is about the landlord’s handling of the resident’s reports of outstanding repairs at the property, including damp and mould.
Complaint: Responsive repairs/activity
The complaint is about the landlord's handling of repairs to the resident’s property (including damp and mould).
Sanctuary Housing Association (202313625)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of: the resident’s reports of a neighbour's car blocking the path to her property. the resident’s complaint.
Sanctuary Housing Association (202408351)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.
Sanctuary Housing Association (202422502)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.
Sanctuary Housing Association (202230351)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of repairs to the guttering and facia board. We have also considered the landlord’s complaint handling.
Sanctuary Housing Association (202421010)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of leaks into the property. We have also assessed the landlord’s complaint handling.
Sanctuary Housing Association (202411555)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: the resident’s reports of a repair to a multi-plug socket. the resident’s complaint.
Complaint: Managing Relations
The complaint is about the landlord's handling of repairs to the resident’s roof. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202415885)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
Sanctuary Housing Association (202304263)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s handling of the associated complaint.
Sanctuary Housing Association (202408768)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water.
Sanctuary Housing Association (202313926)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s: Handling of the resident’s reports of disrepair to the front door. Complaint handling.
Sanctuary Housing Association (202318273)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of drainage problems in his garden. We have also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202304492)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord’s response to the resident’s concerns about: Its letter requesting access to complete electrical testing in the property. Unannounced visits at the property. This assessment will also consider the landlord’s complaint handling.
Sanctuary Housing Association (202316571)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202325425)
Outside Jurisdiction
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s reports of a data breach.
Sanctuary Housing Association (202343637)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.
Sanctuary Housing Association (202346635)
No Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident’s reports of a radiator not heating properly.
Sanctuary Housing Association (202311609)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord's handling of: Reports of repairs to the bathroom floor. The associated complaint.
Sanctuary Housing Association (202416237)
Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
Sanctuary Housing Association (202406391)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent damp and mould. We have also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202320521)
Maladministration
Complaint: Responsive repairs/activity
The complaint is about the landlord’s handling of the resident's hot water system repairs and replacement.
Sanctuary Housing Association (202232986)
Reasonable Redress
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of the resident’s request for: Replacement of windows in her property. Replacement of the kitchen in her property.
Sanctuary Housing Association (202318865)
Partial Maladministration
Complaint: Old Complaints Handling categories
This complaint is about the landlord’s handling of: The resident’s reports of water ingress. The associated complaint.
Sanctuary Housing Association (202404585)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s response to the resident’s request for it to replace the front door and windows at his property.
Sanctuary Housing Association (202419288)
Partial Maladministration
Complaint: Old Complaints Handling categories
REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 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 (202330672)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould. complaint handling.
Sanctuary Housing Association (202412636)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.
Sanctuary Housing Association (202346145)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202412654)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another property. Associated complaint.
Sanctuary Housing Association (202233731)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
Sanctuary Housing Association (202218853)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
Sanctuary Housing Association (202327534)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.
Sanctuary Housing Association (202418136)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202303854)
Partial Maladministration
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss of heating and hot water. Issues with the electricity to the upstairs of her property. A leak from her roof. …
Sanctuary Housing Association (202314679)
Maladministration
Complaint: Old Property Condition categories
The complaint is about the landlord’s handling of a leak into the resident’s property which resulted in damp and mould.
Sanctuary Housing Association (202327487)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202337623)
Partial Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202337623 Sanctuary Housing Association 28 January 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 (202318899)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to the windows and kitchen worktop. The associated complaint.
Sanctuary Housing Association (202401611)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould. Reports of works required to the windows. Associated complaint.
Sanctuary Housing Association (202409994)
Partial Maladministration
Complaint: Old Complaints Handling categories
The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.
Sanctuary Housing Association (202342780)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the property. Concerns about a leak coming from the water tank in the loft. …
Sanctuary Housing Association (202400281)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of damp, mould and the decant. Staff behaviour. Handling of repairs. Complaint handling.
Sanctuary Housing Association (202301777)
Reasonable Redress
Complaint: Health and Safety (inc. building safety)
The complaint is about the landlord's handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s complaint.
Sanctuary Housing Association (202217882)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint handling.