Sanctuary Housing Association (202104712)
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.
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 (202109133)
The complaint is about: The landlord’s handling of the resident’s report of nuisance caused by a neighbour using the fire door.
Sovereign Housing Association Limited (202016492)
The complaint is about the landlord’s response to the resident's concerns regarding storage of his bicycles in communal areas of his building.
Estuary Housing Association Limited (202102612)
The complaint is about the landlord’s response to the resident’s request: for soundproofing insulation at the property. to be transferred to an alternative property under a management move. The resident has also complained about the measures used by the landlord to tackle antisocial behaviour (ASB), specifically threats and intimidation.
Shepherds Bush Housing Association Limited (202100875)
The complaint concerns: The landlord’s handling of the resident’s transfer application and request for priority banding on medical grounds. The landlord’s handling of an internal transfer. The landlord’s response to concerns about fire safety at the property. The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint …
Sovereign Housing Association Limited (202012067)
The complaint concerns how the landlord had handled the resident’s request to be permanently rehoused.
Wandle Housing Association Limited (202014773)
The complaint is about: The landlord’s response to the resident’s concerns about the communal window cleaning at the property. The level of service charge increase. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202003749)
This complaint is about: The level of redress the landlord offered in respect of its acknowledged delays and failures whilst handling a loss of hot water to the property, the resident’s transfer of ownership and her subsequent complaint; The landlord’s handling of repairs to the building’s entry system, along with …
Derwent Housing Association Limited (202010251)
REPORT COMPLAINT 202010251 Derwent Housing Association Limited 15 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 […]
West Kent Housing Association (202111894)
The complaint is about the landlord’s handling of the resident’s query regarding the right to buy.
Sovereign Housing Association Limited (202115437)
The complaint is about the landlord’s response to the resident’s reports of a broken window within the property during its defect period.
Bromford Housing Association Limited (202109346)
The complaint is about: The landlord’s decision to not remove the laminate flooring cover in the kitchen prior to the resident moving in. The landlord’s response to the resident’s reports of water damage to the laminate flooring in the kitchen of the property.
Wandle Housing Association Limited (202108812)
The complaint is about the landlord’s response to the resident’s reports of an outhouse (garden shed), built without permission by the previous resident.
Sanctuary Housing Association (202015195)
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.
Clarion Housing Association Limited (202100891)
The complaint is about: The landlord’s response to the resident’s concerns about its handling of her personal data and her concerns about data breaches. The landlord’s response to the resident’s concerns, following the breakdown of her relationship and the subsequent Family Court proceedings, about her occupation of the property.
Sanctuary Housing Association (202101495)
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.
Clarion Housing Association Limited (202101610)
The complaint is about the landlord’s response to the resident’s reports that two of her bicycles had been stolen from a communal bicycle shed. The complaint is also about the landlord’s response to the resident’s reports regarding: ongoing antisocial behaviour (ASB) in the communal areas at the estate; a flood …
Clarion Housing Association Limited (202016007)
The resident complains about: The landlord’s response to his reports of damp and mould in his property from 2017 to 2019, a complaint about which was escalated through the landlord’s complaint procedure in 2019. The landlord’s response to his reports of damp and mould in his property, a complaint about …
Thames Valley Housing Association Limited (202005483)
The complaint is about the landlord’s response to the resident’s reports: that there were outstanding works that should have been completed during the void period prior to her moving in; that the landlord’s staff did not handle her concerns appropriately; that there was disrepair which may allow pests to enter …
Clarion Housing Association Limited (202101179)
This complaint is about: The landlord’s response to the resident’s request for reimbursement of plumbing costs and repairs to damage following a toilet leak. The landlord’s handling of the resident’s reports of damp and mould in the communal area of the property.
Sanctuary Housing Association (202004745)
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.
Shepherds Bush Housing Association Limited (202015921)
The complaint concerns how the landlord handled the resident’s reports of fumes from the heating flue in the property below.
Hightown Housing Association Limited (202102411)
The leaseholder complains about the landlord’s response to his concerns about a staff member.
Clarion Housing Association Limited (201915413)
The complaint is regarding: The landlord’s administration of the resident’s service charge and rent account. The reasonableness and level of the resident’s service charges.
Guinness Housing Association Limited (202102517)
The complaint is about the landlord’s response to the resident’s complaint about its handling of her property transfer.
Orbit Housing Association Limited (202103457)
The complaint is about the landlord’s handling of antisocial behaviour (ASB).
Clarion Housing Association Limited (202015582)
The complaint is about the landlord’s handling of the resident’s complaint about a leak in her home and her request for compensation for the damage it caused.
Clarion Housing Association Limited (202015148)
The complaint is about: The landlord’s handling of the resident’s reports of noise nuisance and antisocial behaviour (ASB) from his neighbour. The landlord’s handling of the associated complaint.
Phoenix Community Housing Association (Bellingham and Downham) Limited (202110343)
The complaint is about the landlord’s response to the resident’s concerns regarding: contractors attending during the COVID-19 pandemic. the level of contact from its contractors. Her personal information being shared.
Derwent Housing Association Limited (202015548)
This complaint is about the landlord’s handling of: the resident’s reports of mould in the property; the resident’s reports of anti-social behaviour (ASB); the resident’s request for a property transfer; a notice to quit it issued to the resident.
Clarion Housing Association Limited (202013193)
The complaint concerns the landlord’s handling of:
Clarion Housing Association Limited (202012797)
This complaint is about the landlord's response to the resident’s reports of Anti-social behaviour (ASB) and his request for a management transfer.
Hyde Housing Association Limited (202013546)
The resident has complaint about the landlord’s handling of a pigeon infestation and related works to his roof.
Clarion Housing Association Limited (202017448)
The complaint is about the landlord’s response to the resident’s reports that the property is too cold – due to the location and operation of the Auto Opening Vent (AOV) system.
Clarion Housing Association Limited (202108504)
The complaint is about the landlord's response to the resident’s concerns regarding the condition of the property’s back door and the landlord’s handling of the associated formal complaint.
Guinness Housing Association Limited (202012379)
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The landlord’s handling of the associated complaint.
Hightown Housing Association Limited (202009452)
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the …
Phoenix Community Housing Association (Bellingham and Downham) Limited (202004846)
The complaint is about the landlord’s response to the resident’s reports of overcrowding and difficulties experienced with the bidding process.
Clarion Housing Association Limited (202103372)
The complaint is about: The landlord’s response to the resident’s reports of staff conduct during a telephone call in May 2020. The landlord’s response to the resident’s reports of staff conduct during an inspection on 13 January 2021. The landlord’s response to the resident’s reports of a contractor attending her …
Arawak Walton Housing Association Limited (201908574)
The complaint is about the landlord’s response to the resident’s reports about damp, mould and repairs issues and her request to be rehoused.
Clarion Housing Association Limited (202110940)
The complaint is about the landlord’s response to the resident’s reports of noise from a neighbour.
Clarion Housing Association Limited (202009639)
The resident complains about the landlord’s response to her reports of repairs required at the property.
Great Places Housing Association (202003896)
The complaint is about: The landlord’s response to the resident’s report of an aerial being installed without her knowledge. The landlord’s response to the resident’s reports of staff conduct. The landlord’s handling of the installation of a shower and floor coverings.
Hightown Housing Association Limited (201915457)
The resident has complained about the landlord’s handling of requests that it carry out work to remedy various faults found when he moved into his shared ownership property in November 2019. The resident has complained about the landlord’s handling of his report of a leak in his bathroom. The resident …
Wandle Housing Association Limited (202004305)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s concerns regarding the Neighbourhood Officer. Complaint handling.
Orbit Housing Association Limited (202101334)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management transfer for this and for medical reasons.
Sanctuary Housing Association (202015054)
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 […]
Clarion Housing Association Limited (202016831)
The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling complaint handling.
Clarion Housing Association Limited (202004806)
The complaint is about the landlord’s response to the resident’s reports about: handling of a boiler installation, moving a carbon monoxide detector, replacement of a rusty radiator, bathroom wall cracks, replacement of a towel handle, and replacement of a vacuum cleaner. holes around the boiler. This Service has also investigated …
Sovereign Housing Association Limited (202007515)
The complaint is about the landlord’s: Handling of the resident’s request for the data it held about him. Response to the resident’s concerns about the heating system in his home. Response to the resident’s concerns about the conduct of the operatives visiting 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)