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.
Decision Case ID 202437514 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 8 May 2026 Background The resident reported that an object had penetrated both panes of […]
Decision Case ID 202413836 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Shared Ownership Date 30 April 2026 Background The resident was concerned about the landlord’s handling of repairs and […]
Decision Case ID 202532869 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 30 April 2026 Background The resident reported issues with damp, mould, and cold conditions in […]
Decision Case ID 202402818 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 23 March 2026 Background The resident moved into the new build property in September 2022. […]
Decision Case ID 202452495 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 27 February 2026 Background The resident signed the tenancy for the property in […]
Decision Case ID 202448219 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 26 February 2026 Background The resident lives in a block of flats. He […]
Decision Case ID 202342242 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 24 February 2026 Background The resident is a tenant of the landlord’s. Her tenancy began […]
Decision Case ID 202516965 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 13 February 2026 Background The resident has reported a number of repairs to his home, […]
Decision Case ID 202519802 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident lives in the property, a 1-bedroom top floor flat, […]
Decision Case ID 202421161 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 27 January 2026 Background The resident reported experiencing problems with her rear patio door to the […]
Decision Case ID 202340222 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 8 January 2026 Background The resident moved to her property in October 2023 and was […]
Decision Case ID 202406879 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 23 December 2025 Background The resident reported antisocial behaviour (ASB) from their neighbour. They also […]
Decision Case ID 202515635 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 17 December 2025 Background The resident lives in a 2-bedroom flat within a block. The resident […]
Decision Case ID 202515263 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident completed a mutual exchange to the property in July 2024. […]
Decision Case ID 202419921 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Shared Ownership Date 05 December 2025 Background The resident’s lease began in August 2023. She reported defects throughout the […]
Decision Case ID 202412843 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives in a 2-bedroom mid terraced house. The tenancy was […]
Decision Case ID 202503823 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident moved into the property in January 2024. The resident […]
Decision Case ID 202418488 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 25 November 2025 Background The complainant rented out the property, which is a second floor flat, […]
Decision Case ID 202504313 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 25 November 2025 Background The resident lives in a 1-bedroom ground floor flat in a 4-storey […]
Decision Case ID 202440846 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 31 October 2025 Background The resident is a leaseholder of the property, which is a 2-bedroom flat […]
The resident's complaint is about the landlord's communication about insurance and an excess fee. The Ombudsman has also considered the landlord’s complaint handling.
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.
The landlord’s handling of the resident’s: Requests to cut back the trees overhanging the rear of the property. Associated complaints.
The resident’s complaint is about the landlord’s handling of a repair to a plastered wall in the property. We have also considered the landlord’s handling of the associated complaint.
The resident’s complaint is about the landlord’s handling of her reports of damp and mould. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould at her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of leaks, damp, mould and subsequent repairs. We have also considered the landlord’s complaint handling.
The resident has complained about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s handling of: The information given as part of the resident’s application for housing. The condition of the property upon moving in and the repairs needed. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to the rear garden fence. Associated complaint.
The complaint is about the landlord’s handling of the resident’s request to repair or replace her windows and doors.
The complaint is about the landlord’s response to the resident’s repair requests and associated damp and mould. The Ombudsman has also considered the landlord’s complaints handling.
The complaint is about the landlord’s handling of the resident’s reports of faulty hot water cylinder.
The complaint is about the landlord’s response to the leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about: The landlord’s handling of the resident’s reports of damp in her property. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould in her property. Complaint.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord's complaint handling.
The complaint is about the landlord’s handling of outstanding repairs affecting: Guttering, drains, and roof tiling. Heating. The kitchen. The shower. The Ombudsman has investigated the landlord’s complaint handling.
The resident’s complaint was about the landlord's response to the resident's reports about her water system and water quality.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to: A leak from a toilet and the damage caused by this. The resident’s reports of damp and mould and the associated repairs.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.
The complaint is about the landlord’s handling of the resident’s request for a driveway to be built outside her home due to her medical condition. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about fire safety due to a hoarded property. The Ombudsman has investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the request to repair the resident’s roof.
This complaint is about the landlord’s handling of the resident’s reports of outstanding repairs at the property, including damp and mould.
The complaint is about the landlord’s handling of: the resident’s reports of a neighbour's car blocking the path to her property. the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s reports of a repair to a multi-plug socket. the resident’s complaint.
| 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 |