Sanctuary Housing Association (202314679)
The complaint is about the landlord’s handling of a leak into the resident’s property which resulted in damp and mould.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
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.
Decisions
Wandle Housing Association Limited (202412505)
The complaint is about the landlord’s decision to repair rather than replace the resident’s kitchen. This investigation will also consider the landlord’s complaint handling.
Barnsbury Housing Association (202439886)
The complaint is about: The landlord’s response to the resident’s concerns about its pest control contractor taking pictures in the property without permission. The landlord’s handling of its contractor reports concerning the cleanliness of the property, and the resident’s concerns about staff conduct.
Christian Action (Enfield) Housing Association Limited (202313329)
REPORT COMPLAINT 202313329 Christian Action (Enfield) Housing Association Limited 31 January 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Clarion Housing Association Limited (202233485)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman will also investigate the landlord’s complaints handling.
Clarion Housing Association Limited (202314235)
The complaint is about the landlord’s response to the resident concerning its handling of repairs to the front door.
Clarion Housing Association Limited (202401269)
The complaint is about the landlord’s response to the resident’s reports of recurring damp and mould and associated repairs. The Ombudsman has also considered the landlord’s handling of the complaint.
Great Places Housing Association (202313033)
The complaint is about the landlord's handling of the resident’s reports about the property condition and associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
Muir Group Housing Association Limited (202214276)
The complaint is about the landlord’s handling of: Repairs and the resident’s subsequent request for compensation. The associated complaint.
Wandle Housing Association Limited (202217253)
The complaint is about the landlord’s: Response to the resident’s report that she could not close her balcony door. Response to the resident’s report that the kitchen window had no safety catch and her son's bedroom window did not lock. Handling of the complaint. This report also considers the landlord’s …
Wandle Housing Association Limited (202321753)
The resident has complained about: The landlord’s response to reports of damp and mould. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Hyde Housing Association Limited (202417483)
The complaint is about the landlord’s handling of: Repairs to the communal lift. The resident’s report of repairs within her property.
Wandle Housing Association Limited (202304463)
The complaint is about the landlord’s handling of the resident’s reported repair to his hallway skirting board. The Ombudsman has also assessed the landlord’s complaint handling.
Hightown Housing Association Limited (202348167)
The complaint is about the landlord’s response to the resident’s concerns about fire safety and cladding at the building.
Sanctuary Housing Association (202318899)
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to the windows and kitchen worktop. The associated complaint.
Hyde Housing Association Limited (202339705)
The complaint is about the landlords handling of: The resident’s reports of no hot water in the property. The associated complaint.
Wandle Housing Association Limited (202324441)
The complaint is about the landlord’s response to the resident’s: Request to be compensated for the impact of a leaking hot water tap. Associated complaint.
Orbit Housing Association Limited (202315965)
The complaint is about the landlord’s handling of the resident’s request for her kitchen floor tiles to be replaced following a leak. The Ombudsman has also investigated the landlord’s handling of the complaint and level of compensation offered.
Clarion Housing Association Limited (202303921)
The complaint is about the landlord’s handling of the resident’s: Reports of repeated loss of heating and hot water in his property. Complaint.
Wandle Housing Association Limited (202321331)
The complaint is about the landlord’s response to the resident’s: Reports of leaks and outstanding communal repairs. Complaint. This report has also considered the landlord’s record keeping.
Hexagon Housing Association Limited (202311582)
The complaint is about the landlord’s handling of the resident’s:
Connect Housing Association Limited (202230251)
The complaint is about the landlord’s handling of the resident’s: concerns about its communication regarding: a fly infestation; road, curb, and pothole safety issues; property defects; grit bins; maintenance charges. reports of garden issues; associated complaints. The Ombudsman has also considered the landlord’s record keeping.
Shepherds Bush Housing Association Limited (202335357)
The complaint is about the landlord’s handling of: The resident’s reports of disrepair to the windows. The associated complaint.
Great Places Housing Association (202224598)
The complaint is about the landlord’s handling of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
Broadland Housing Association Limited (202327183)
The complaint is about the landlord’s handling of the resident’s: Request for a replacement kitchen. Complaint.
Hexagon Housing Association Limited (202209040)
The complaint is about: the landlord’s handling of the resident’s concerns about its planned works in her home. that she needed to be decanted. that she contracted COVID-19 from the landlord’s contractor. about staff conduct. The Ombudsman has also assessed the landlord’s: complaint handling record keeping.
Clarion Housing Association Limited (202313197)
The complaint is about the landlord’s handling of the resident’s: Reports of an insect infestation. Security concerns. Request for support with rent arrears. Complaint.
Sanctuary Housing Association (202400281)
The complaint is about the landlord’s: Handling of damp, mould and the decant. Staff behaviour. Handling of repairs. Complaint handling.
Wandle Housing Association Limited (202315557)
The complaint is about the landlord’s handling of the resident’s concerns about: service charges, pest control and another resident feeding pests. the use of her garden. We have also considered the landlord’s: record keeping. complaint handling.
Wandle Housing Association Limited (202329262)
The complaint is about: The landlord’s response to the resident’s reports of leaks at the property. The associated complaint handling. The Ombudsman has also considered the landlord’s record keeping.
Clarion Housing Association Limited (202340783)
The complaint is about the landlord’s handling of the resident’s reports of a leak, damp, mould, and loss of electrics.
Shepherds Bush Housing Association Limited (202407308)
The complaint is about the landlord’s handling of reports of water ingress and damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Wandle Housing Association Limited (202329059)
The complaint is about the landlord’s response to the resident’s: Reports of boiler faults. Complaint.
Clarion Housing Association Limited (202222519)
The complaint is about the landlord’s handling of repairs to the resident’s boiler. The Ombudsman has also investigated the landlord’s complaint handling.
Nottingham Community Housing Association Limited (202306377)
The complaint is about the landlord’s response to the resident’s concerns about: Asbestos. The upgrade of her kitchen and bathroom. Access to her consumer unit. This Service has also considered the landlord’s handling of the complaint.
Sanctuary Housing Association (202217882)
The complaint is about the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint handling.
Wandle Housing Association Limited (202319561)
The complaint is about the landlord’s handling of a leak. The Ombudsman has also considered the landlord’s complaint handling.
Wandle Housing Association Limited (202230003)
The complaint is about the landlord’s response to the resident’s: Reports of outstanding communal repairs. Complaint. This report has also considered the landlord’s record keeping.
Greenoak Housing Association Limited (202303986)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) including noise nuisance. Reports of parking issues. Associated complaint.
Wandle Housing Association Limited (202301722)
The complaint is about the landlord’s response to the resident’s: Reports of an outstanding repair to the communal TV aerial. Complaint.
Wandle Housing Association Limited (202327977)
The resident’s complaint is about the landlord’s handling of: His reports of antisocial behaviour (ASB). Reconnecting the heating system in the property. The Ombudsman has also assessed the landlord’s complaint handling.
Clarion Housing Association Limited (202345917)
The complaint is about the landlord’s: Response to the resident’s reports regarding various repair issues at her property. Complaints handling.
Poplar Housing And Regeneration Community Association Limited (202229979)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) from a neighbour. Associated complaint.
Great Places Housing Association (202310469)
The complaint is about the landlord’s handling of the resident’s reports of a faulty boiler. The Ombudsman has also considered the landlord’s complaint handling.
Hyde Housing Association Limited (202319093)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
Orbit Housing Association Limited (202348692)
The complaint is about the landlord’s handling of: Reports of antisocial behaviour (ASB). Repairs to the front door, windows, and intercom. Concerns raised about the maintenance/upkeep of communal areas. Concerns raised about its record keeping. Service charge enquiries. The Ombudsman has also considered the landlord’s handling of the associated complaints.
Clarion Housing Association Limited (202324940)
This complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
Clarion Housing Association Limited (202408018)
The complaint is about the landlord’s handling of the resident’s reports of: Antisocial behaviour (ASB). Communal lighting repairs. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202222119)
The complaint is about the way the landlord handled the resident’s: Reports of an ongoing leak from a roof terrace. Temporary decants. Complaint. This report has also assessed the landlord’s record keeping.
Clarion Housing Association Limited (202305122)
The complaint is about the landlord’s handling of: Damp and mould repairs and improvement work. The associated complaint.
Decisions by year
Read the chart values
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)