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 (202003722)
Partial Maladministration
Complaint: Estate Management
This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room …
Sanctuary Housing Association (202104706)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint …
Sanctuary Housing Association (202108331)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the resident’s request for reimbursement for his privately hired contractor. The landlord’s response to allegations about the gas engineer contractor …
Sanctuary Housing Association (202105161)
No Maladministration
Complaint: Managing Relations
The complaint is about: The level of compensation offered by the landlord following the resident's report of a leak. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202104712)
No Maladministration
Complaint: Occupancy Rights
The complaint is about the landlord’s response to the notice period and date of notice used by the landlord when the residednt left the property.
Sanctuary Housing Association (202101582)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated complaint.
Sanctuary Housing Association (202015737)
Partial Maladministration
Complaint: Financial
REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 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 […]
Complaint: Old Property Condition migrated-2025
The complaint is about:
Sanctuary Housing Association (202001888)
Partial Maladministration
Complaint: Information and data management
The complaint is about the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping.
Sanctuary Housing Association (202107138)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.
Sanctuary Housing Association (202100074)
Outside Jurisdiction
Complaint: Financial
The complaint is about the level of rent at the property.
Sanctuary Housing Association (202015195)
No Maladministration
Complaint: Financial
The complaint concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to the resident’s queries about the service charge account. Complaint handling.
Sanctuary Housing Association (202101495)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.
Sanctuary Housing Association (202112724)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 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 (202008536)
Reasonable Redress
Complaint: Managing Relations
The complaint was about the landlord’s handling of:
Sanctuary Housing Association (202103334)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in the external wall of the property; a boundary wall in a state of disrepair; a roof leak. The …
Sanctuary Housing Association (202004745)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repair work to the resident’s property following a water leak in January 2020. The resident’s reports of a pest infestation in her property.
Sanctuary Housing Association (202014810)
Partial Maladministration
Complaint: Financial
The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for …
Sanctuary Housing Association (202102360)
Partial Maladministration
Complaint: Estate Management
This complaint is about:
Sanctuary Housing Association (202104457)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the resident's reports of mice in her property. the associated complaint.
Sanctuary Housing Association (202012638)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202016572)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.
Sanctuary Housing Association (202108590)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint concerns the accuracy of a listing on Devon Homes Choice.
Sanctuary Housing Association (202013347)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB).
Sanctuary Housing Association (202109211)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated repairs. The landlord’s complaint handling. Physical and mental health issues experienced by the resident.
Sanctuary Housing Association (202007219)
Maladministration
Complaint: Old Property Condition migrated-2025
The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.
Sanctuary Housing Association (202015054)
No Maladministration
Complaint: Estate Management
REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 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 (202010332)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 …
Sanctuary Housing Association (202015725)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s reports about:
Sanctuary Housing Association (201914140)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. Repairs to the resident’s fridge.
Sanctuary Housing Association (202015763)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property.
Complaint: Old Property Condition migrated-2025
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered in response to the resident’s reports of damp and mould.
Sanctuary Housing Association (202005281)
No Maladministration
Complaint: Estate Management
The complaint concerns how the landlord handled the resident’s:
Sanctuary Housing Association (202103455)
No Maladministration
Complaint: Managing Relations
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 2021 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 […]
Sanctuary Housing Association (202014667)
No Maladministration
Complaint: Financial
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
Sanctuary Housing Association (202016320)
No Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
Sanctuary Housing Association (202010279)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor.
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of leak reports following a repair to the radiator at the resident’s property.
Sanctuary Housing Association (202006890)
Maladministration
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Sanctuary Housing Association (202006043)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring.
Sanctuary Housing Association (202011577)
No Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Sanctuary Housing Association (202006019)
No Maladministration
Complaint: Estate Management
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Sanctuary Housing Association (202000930)
No Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
Complaint: Old Property Condition migrated-2025
The resident complained about the landlord’s response to reports about the condition of the windows.
Sanctuary Housing Association (202008268)
Reasonable Redress
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint.
Sanctuary Housing Association (202009170)
Reasonable Redress
Complaint: Staff Training
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
Sanctuary Housing Association (202004462)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s response to: the resident’s reports of damp and mould in the property leading up to 2017. the resident’s reports of damp and mould in the property from 2018. The Ombudsman has also investigated how …
Sanctuary Housing Association (201914372)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.
Sanctuary Housing Association (202003165)
No Maladministration
Complaint: Old Property Condition categories
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
Sanctuary Housing Association (202008731)
Reasonable Redress
The complaint is about the landlord’s maintenance of the boiler.