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 (202213616)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
Sanctuary Housing Association (202207418)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of a disturbance from a dripping noise in the bedroom at the resident’s home.
Sanctuary Housing Association (202217276)
Maladministration
Complaint: Information and data management
The complaint is about the landlord’s response to the resident’s reports about issues with her windows and damp and mould at the property. The Ombudsman has also considered the landlord’s handling of this complaint. The Ombudsman has considered the landlord’s …
Sanctuary Housing Association (202215016)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint.
Sanctuary Housing Association (202215373)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated formal complaint.
Sanctuary Housing Association (202219016)
No Maladministration
Complaint: Estate Management
This complaint is about: The condition of the property when it was let to the resident. The landlord’s response to concerns about a neighbouring resident having access to CCTV equipment. The landlord’s communication and complaint handling.
Sanctuary Housing Association (202213241)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports about: The safety of his communal back garden’s surfaces and fencing. Its garden maintenance of trees and hedges.
Sanctuary Housing Association (202203195)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord's response to the resident's request to cut back trees in the back garden of the resident’s property.
Sanctuary Housing Association (202211416)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s administration and communication in relation to the resident’s service charge query.
Sanctuary Housing Association (202207214)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Sanctuary Housing Association (202107263)
Severe Maladministration
Complaint: Managing Relations
The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of the resident’s complaint including their request for compensation for items damaged by mould.
Sanctuary Housing Association (202204755)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s behaviour and its subsequent apology, and; complaint handling.
Sanctuary Housing Association (202205737)
Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of:
Sanctuary Housing Association (202001089)
Partial Maladministration
Complaint: Managing Relations
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
Sanctuary Housing Association (202109342)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by the landlord. The landlord’s handling of the complaint.
Sanctuary Housing Association (202120877)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint.
Sanctuary Housing Association (202200735)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s report of an oil leak and the level of compensation offered by the landlord. Complaint handling.
Sanctuary Housing Association (202113020)
No Maladministration
Complaint: Old Property Condition migrated-2025
The resident’s complaint is about the landlord's handling of repairs to the kitchen taps of the property and her complaint about the conduct of the contractor undertaking the repair.
Sanctuary Housing Association (202205743)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated complaint.
Sanctuary Housing Association (202105061)
No Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the resident’s property following the leak into the lounge; the related complaint.
Sanctuary Housing Association (202205114)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
Sanctuary Housing Association (202209120)
Partial Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and level of compensation); windows.
Sanctuary Housing Association (202207322)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of bedbugs in his home. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202207445)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.
Sanctuary Housing Association (202200139)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s request for replacement of the windows and external doors at her property.
Sanctuary Housing Association (202115661)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about: Flooring in the property. A tree in the garden of the property. The shower at the property.
Sanctuary Housing Association (202127230)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several doors and a stop tap leak. The associated complaint.
Sanctuary Housing Association (202107321)
Maladministration
Complaint: Occupancy Rights
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
Sanctuary Housing Association (202205924)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the repair and replacement of the resident’s front door.
Sanctuary Housing Association (202126153)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property and her request for reimbursement for items damaged by the damp and mould. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202123312)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from her neighbour (Mr A). The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202012582)
Partial Maladministration
Complaint: Managing Relations
This complaint is about the landlord’s handling of the: Resident’s request to move permanently to alternative accommodation rather than on a temporary basis. Resident’s transfer application. The related complaint.
Sanctuary Housing Association (202105534)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's request for repairs to the windows.
Sanctuary Housing Association (202203991)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property.
Sanctuary Housing Association (202127336)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom.
Sanctuary Housing Association (202123803)
No Maladministration
Complaint: Managing Relations
The complaint concerns: The landlord’s decision to issue a letter and email relating to its intention to begin possession proceedings and its handling of the resident’s concerns about its decision. The amount of compensation offered by the landlord for delays …
Sanctuary Housing Association (202122653)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of repairs relating to her shed.
Sanctuary Housing Association (202016075)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat. The related complaint handling.
Sanctuary Housing Association (202014997)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s administration of the resident’s rent account. The landlord’s decision to serve a Notice of Seeking Possession (NOSP) …
Sanctuary Housing Association (202100264)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.
Sanctuary Housing Association (202121641)
Partial Maladministration
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.
Sanctuary Housing Association (202123056)
Reasonable Redress
Complaint: Financial
The complaint is about the landlord’s handling of: The resident’s claim for damages to reimburse her for the cost of her own contractors’ works to deal with damp and water leaking through her kitchen wall. The resident’s reports of outstanding …
Sanctuary Housing Association (202126459)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord's handling of the resident's reports of no heating.
Sanctuary Housing Association (202122108)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s fence repair and its communication about this.
Sanctuary Housing Association (202117572)
No Maladministration
Complaint: Financial
The complaint is about the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system.
Sanctuary Housing Association (202112456)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202120335)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: Repairs to the resident's flooring. The associated complaint.
Sanctuary Housing Association (202121220)
Reasonable Redress
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s reports concerning the repairs and security of the communal bin store. The associated complaint handling.
Sanctuary Housing Association (201805588)
No Maladministration
Complaint: Financial
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 2022 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. This is […]
Sanctuary Housing Association (202105364)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.