Sanctuary Housing Association (202443527)
The complaint is about the landlord's response to the resident's reports of a leak, and associated damp and mould. This investigation has also considered the landlord’s complaint handling.
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
Sovereign Network Group (202348390)
The complaint is about the landlord’s handling of the resident’s: Rent account and the accuracy of the information it provided. Associated complaint.
GreenSquareAccord Limited (202428371)
The complaint is about the landlord's handling of the resident’s: reports of a pest infestation. associated complaint.
Karibu Community Homes Limited (202345962)
Decision Case ID 202345962 Decision type Investigation Landlord Karibu Community Homes Limited Landlord type Housing Association Occupancy Shared Ownership Date 9 October 2025 Background The resident is a shared owner with an assured tenancy […]
London Borough of Croydon (202407425)
The complaint is about the landlord’s handling of: The resident’s reports of leaks, damp and mould. The associated complaint.
London Borough of Lambeth (202405340)
The complaint is about the landlord’s handling of: Works required to the resident’s bathroom. The formal complaint.
London & Quadrant Housing Trust (202447088)
The complaint is about the landlord’s handling of: anti-social behaviour (ASB). damp and mould. pests. repairs. the complaint.
Moat Homes Limited (202410892)
The complaint is about the landlord’s handling of the resident’s reports of low water pressure. The Ombudsman has also considered the landlord’s complaint handling.
St Albans City and District Council (202501155)
The complaint is about the landlord’s handling of: repairs to the roof of the house. renewal of the loft insulation. repairs to the shed roof. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
City of Wolverhampton Council (202430978)
The complaint is about the landlord’s handling of: Repairs to the kitchen wall and pest control expenses incurred by the resident. The associated complaint.
London Borough of Barnet (202424785)
The complaint is about the landlord's: Response to the resident’s reports of flooding caused by water leaks at her property. Complaint handling.
London Borough of Hounslow (202452472)
The resident’s complaint is about the landlord’s handling of damp and mould.
London Borough of Lambeth (202335573)
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the subsequent repairs. We have also considered the landlord’s complaints handling.
Southwark Council (202343514)
The complaint is about the landlord’s handling of a water leak.
Birmingham City Council (202453351)
The complaint is about the landlord’s response to the resident’s reports of a blocked toilet. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (202344799)
The complaint is about the landlord’s response to the resident’s: concerns that she was responsible for communal electricity costs. complaint.
Metropolitan Thames Valley Housing (MTV) (202324724)
The complaint is about the landlord’s handling of: Leaks in the property and the associated repairs. The resident’s complaint.
South Derbyshire District Council (202425889)
The complaint is about the landlord’s handling of repairs to the bedroom ceiling and the property’s roof. We have also considered the landlord’s handling of the complaint as part of the assessment.
Southern Housing (202315785)
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance from the flat above. The associated complaint.
Metropolitan Thames Valley Housing (MTV) (202409859)
The complaint is about the landlord’s handling of a leak in the living room and associated damp.
The Guinness Partnership Limited (202329094)
The complaint is about the landlord’s handling of: the resident’s reports of repairs and associated damp and mould. the resident’s complaint. We have also assessed the landlord’s record keeping.
Southwark Council (202424441)
The complaint is about the landlord’s handling of: A leak from above. The formal complaint.
Southwark Council (202426170)
The complaint is about the landlord’s handling of the resident’s reports of the loss of heating and hot water. We have also investigated the landlord’s complaint handling.
Sovereign Network Group (202428352)
The complaint is about the landlord’s: Handling of a leak causing damp at the property. Complaint handling.
The Guinness Partnership Limited (202453050)
The landlord’s handling of the residents’ concerns about the impact of the major building works. We have also considered the associated complaint.
London Borough of Lewisham (202427559)
The complaint is about the landlord’s handling of the resident’s reports of a mice infestation. The Ombudsman has also considered the landlord’s complaint handling.
London & Quadrant Housing Trust (202332554)
The complaint is about the landlord’s handling of the resident’s: reports of leaks, damp and mould and remedial repairs. reports about the condition of the windows. complaint.
London & Quadrant Housing Trust (202417670)
The complaint is about the landlord’s handling of: Damp and mould in the resident’s temporary property. The complaint.
South Tyneside Council (202314195)
The complaint is about the landlord’s: Response to the resident’s reports of nuisance caused by his neighbour smoking. Handling of the associated complaint.
Anchor Hanover Group (202422120)
The complaint is about the landlord’s implementation of an appropriate dress policy. We have also considered the landlord’s complaint handling.
Leeds City Council (202332540)
The complaint is about the landlord’s handling of the resident’s: Reports of repairs at her main property, in particular: Plasterwork. Electrical issues. Mould treatment works. Kitchen repairs. Move to her temporary property. Reports of repairs at her temporary property.
London Borough of Camden Council (202407878)
The landlord’s handling of the recurrent loss of heating and hot water over the winter period.
Raven Housing Trust Limited (202332085)
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and associated bathroom and downstairs toilet (WC) repairs.
Stonewater Limited (202502138)
The complaint is about the landlord's handling of: repairs to flooring. the resident's request for a management move.
Torus62 Limited (202449305)
The complaint is about the landlord’s response to the resident’s reports of rodents in and around the property.
54 North Homes Limited (202502900)
The complaint is about the landlord's response to the resident's reports of a pest infestation in her property. This report has also considered the landlord’s complaint handling.
Abri Group Limited (202449534)
The complaint is about the landlord’s handling of the resident’s: Reports of damp in a bedroom and the associated repairs. Reports of water pooling at the front of the property and the associated repairs. Associated complaint.
Anchor Hanover Group (202420861)
The complaint is about the landlord’s handling of: Communal maintenance and cleaning. The resident’s use of the communal garden.
Barnsley Metropolitan Borough Council (202401674)
The complaint is about the landlord’s handling of the resident’s reports of living in a cold property.
bpha Limited (202409252)
The complaint is about the landlord’s handling of the resident’s requests for repairs to the living room and kitchen flooring.
Clarion Housing Association Limited (202403493)
The complaint is about the landlord’s handling of repairs to a brick storage shed.
East Midlands Housing Group Limited (202449137)
The complaint is about the landlord’s handling of the resident’s: Reports relating to an intruder gaining access into her property. Complaint.
Estuary Housing Association Limited (202340870)
The complaint is about the landlord’s handling of the resident’s: Concerns about a gap at the bottom of the front door. Concerns about the position of the lock on the front door. Reports of repairs to the floor near the front door.
GreenSquareAccord Limited (202502565)
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
Haringey London Borough Council (202500917)
The complaint is about the landlord’s response to the resident’s:
Irwell Valley Housing Association Limited (202325475)
The complaint is about the landlord’s responses to the resident’s: reports of damp, mould, and insect infestation. associated complaint.
Karbon Homes Limited (202330910)
The complaint is about the landlord’s handling of: the resident’s reports of defects in the property. the associated complaint.
Karibu Community Homes Limited (202339475)
The complaint is about the landlord’s handling of: Repairs. The resident’s complaint.
Leicester City Council (202203128)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The associated complaint.
London Borough of Hackney (202404873)
The complaint is about the landlord’s response to the resident about service charge arrears.
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)