Sanctuary Housing Association (202408768)
The complaint is about the landlord’s handling of the resident’s reports of a loss of heating and hot water.
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
Sanctuary Housing Association (202313926)
The complaint is about the landlord’s: Handling of the resident’s reports of disrepair to the front door. Complaint handling.
Sanctuary Housing Association (202311609)
The complaint is about the landlord's handling of: Reports of repairs to the bathroom floor. The associated complaint.
Sanctuary Housing Association (202416237)
The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
Sanctuary Housing Association (202320521)
The complaint is about the landlord’s handling of the resident's hot water system repairs and replacement.
Sanctuary Housing Association (202404585)
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 (202314679)
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 (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.
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.
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.
Sanctuary Housing Association (202307070)
The complaint is about the landlord's handling of the resident’s reports of: Damage to the new kitchen following a leak. The associated complaint.
Sanctuary Housing Association (202347040)
The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.
Sanctuary Housing Association (202324177)
The complaint is about: The landlord’s handling of a recurring rat infestation. The landlord’s complaint handling.
Sanctuary Housing Association (202331738)
The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs following a fire at a neighbouring property, and damp and mould due to repair delays.
Sanctuary Housing Association (202303393)
This complaint is about the landlord’s handling of the resident’s requests for soundproofing in her property.
Sanctuary Housing Association (202343645)
The complaint is about: The landlord’s handling of a leak and the associated repairs. This Service will also investigate the landlord’s complaint handling.
Sanctuary Housing Association (202309429)
The complaint is about the landlord’s response to the resident’s reports of: Leaks and loss of electric in the communal area. Asbestos in the ceilings in the communal area. Damp in the resident’s property. A mice infestation in the resident’s property. Faulty electrics in the resident’s property. This Service has …
Sanctuary Housing Association (202224022)
The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202332046)
The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The Ombudsman will consider the landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
Sanctuary Housing Association (202223664)
The complaint is about: The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at the property. The landlord’s complaint handling has also been investigated.
Sanctuary Housing Association (202225565)
This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint.
Sanctuary Housing Association (202303177)
The complaint is about the landlord’s handling of: The resident’s reports about the repair to the communal pedestrian gate. The associated complaint.
Sanctuary Housing Association (202213810)
The complaint is about: The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents reports of poor staff conduct.
Sanctuary Housing Association (202230980)
The complaint is about: The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202304261)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
Sanctuary Housing Association (202230032)
The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs to windows in her property.
Sanctuary Housing Association (202230688)
The complaint is about the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has also been investigated.
Sanctuary Housing Association (202231198)
The complaint is about the landlord’s handling of repairs to the roof of the resident’s property. This Service has also looked at the landlord’s complaint handling.
Sanctuary Housing Association (202301864)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint.
Sanctuary Housing Association (202223152)
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s concerns about a kitchen replacement.
Sanctuary Housing Association (202215994)
The resident complains about the landlord’s handling of her reports of noise nuisance and antisocial behaviour.
Sanctuary Housing Association (202300440)
The complaint is about the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen.
Sanctuary Housing Association (202208663)
The complaint is about: The landlord's handling of the resident's reports of damp and mould. The landlord's handling of the resident's reports of wet room and boiler repairs. The landlord's complaint handling.
Sanctuary Housing Association (202224898)
The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint.
Sanctuary Housing Association (202113649)
The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints.
Sanctuary Housing Association (202311457)
The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202214329)
The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.
Sanctuary Housing Association (201914678)
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.
Sanctuary Housing Association (202123379)
The complaint is about: The resident’s reports of the landlord’s handling and alleged discrimination, harassment and bullying during the property allocation process in 2015. The landlord’s handling of the resident’s reports of repairs to the property. The landlord’s handling of the resident’s reports concerning the maintenance of the lift and …
Sanctuary Housing Association (202122141)
The complaint is about the landlord’s:
Sanctuary Housing Association (202206512)
REPORT COMPLAINT 202206512 Sanctuary Housing Association 28 June 2023 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 (202207418)
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)
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 record keeping.
Sanctuary Housing Association (202213241)
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 (202207214)
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
Sanctuary Housing Association (202205737)
The complaint is about: The landlord’s handling of:
Sanctuary Housing Association (202205743)
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 (202200139)
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 (202127230)
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)
This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.
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)