Sanctuary Housing Association (202005281)
The complaint concerns how the landlord handled the resident’s:
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
Clarion Housing Association Limited (202106023)
REPORT COMPLAINT 202106023 Clarion Housing Association Limited 16 August 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 […]
Clarion Housing Association Limited (201904933)
The complaint concerns how the landlord handled repairs to fix water leaks in the property.
Sanctuary Housing Association (202103455)
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 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 […]
Sovereign Housing Association Limited (202014317)
The complaint is about the landlord’s response to the resident’s request that it install a gate to the resident’s shared garden.
Bromford Housing Association Limited (202006884)
The complaint is regarding the landlord’s handling of the lettings process for the complainant’s former tenancy.
Sovereign Housing Association Limited (202016624)
The complaint concerns the landlord’s decision to decline the resident’s applications to purchase the property under the Preserved Right to Buy (PRTB) and Right to Acquire (RTA) schemes.
Orbit Housing Association Limited (202102294)
The complaint is about the landlord’s handling of the resident’s reports of no heating or hot water.
Clarion Housing Association Limited (202004901)
REPORT COMPLAINT 202004901 Clarion Housing Association Limited 14 July 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. […]
Clarion Housing Association Limited (202010331)
The complaint concerns how the landlord responded to the resident’s reports of antisocial behaviour (ASB).
Hastoe Housing Association Limited (202011428)
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
Hyde Housing Association Limited (202000411)
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in response to her complaint about the water ingress in her …
Sanctuary Housing Association (202014667)
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
Clarion Housing Association Limited (202003873)
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
Sanctuary Housing Association (202016320)
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
Portsmouth Rotary Housing Association Limited (201906869)
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
Clarion Housing Association Limited (201907136)
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
Clarion Housing Association Limited (202003044)
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
Clarion Housing Association Limited (202015048)
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
Clarion Housing Association Limited (201915632)
The complaint refers to: The landlord’s response to the resident’s Right-to-Buy application (RTB).
Clarion Housing Association Limited (202006605)
The complaint is about the landlord’s response to the resident’s reports of ASB.
Hyde Housing Association Limited (202003639)
The complaint is about the landlord’s response to the resident’s reports about: Anti-social behaviour (‘ASB’). Complaints handling.
Sanctuary Housing Association (202011577)
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Sanctuary Housing Association (202006019)
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Clarion Housing Association Limited (201806894)
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) from her neighbour.
Bromford Housing Association Limited (202006247)
The resident complains about the landlord’s response to his concerns about: The condition of the garden at the property, and his requests for compensation in relation to this. A tree within the garden that he would like to remove. Replacement of the kitchen.
Sanctuary Housing Association (202000930)
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
Croydon Churches Housing Association Limited (202007420)
The resident complained: About repairs to resolve damp and mould in her property; That she should be allowed to move property.
Shepherds Bush Housing Association Limited (201914164)
The complaint is about: The landlord’s response to the resident’s report of scaffolding remaining in place for an extended period. The landlord’s response to the resident’s report of a leak. The landlord’s handling of the associated complaint.
Clarion Housing Association Limited (202010520)
REPORT COMPLAINT 202010520 Clarion Housing Association Limited 7 May 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 […]
Together Housing Association Limited (202006550)
The complaint concerns: The landlord’s handling of refurbishment work at the resident’s property in 2016 and his claims for damaged goods that resulted from this. Outstanding repairs to the bathroom extractor fan and living room/bedroom window opening system in the resident’s property. The landlord’s handling of the resident’s reports of …
Hyde Housing Association Limited (202003230)
The complaint concerns: the landlord’s response to the resident’s reports of a water leak in her property. the landlord’s handling of historical issues to the resident’s property. the impact the condition of the property had on the resident’s health.
Hexagon Housing Association Limited (201912731)
The complaint concerns: the landlord’s handling of the resident’s eviction. the landlord’s complaint handling. the landlord’s response to concerns raised by the resident that were not addressed as a formal complaint through the landlord’s complaints procedure.
Irwell Valley Housing Association Limited (201915656)
The complaint is about the landlord’s response to the resident’s reports about: handling of service charge queries customer service and staff conduct complaint handling
Sovereign Housing Association Limited (202001875)
The complaint is about the landlord’s handling of reports of Anti-Social Behaviour (ASB).
Orbit Housing Association Limited (201914078)
The complaint is about:
Wandle Housing Association Limited (201911095)
The landlord’s response to the resident’s reports of anti-social behaviour. The landlord’s complaint handling.
Clarion Housing Association Limited (202004595)
REPORT COMPLAINT 202004595 Clarion Housing Association Limited 14 April 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 […]
Sovereign Housing Association Limited (202005006)
The complaint is about the landlord’s handling of an anti-social behaviour report made against the resident.
Community Gateway Association Limited (202002560)
The complaint is about the landlord’s: Handling of the annual gas safety inspection at the resident’s property during the Covid-19 pandemic; Handling of an asbestos survey at the resident’s property during the Covid-19 pandemic; Complaint handling.
Cotman Housing Association Limited (201914754)
In their form and email to the Housing Ombudsman Service, the resident has complained: The landlord has not compensated the resident for damages caused by a boiler leak in January 2019. The resident is charged a different amount to other residents of similar properties on the same road. The landlord …
Croydon Churches Housing Association Limited (202003675)
The complaint concerns the landlord’s handling of:
Sanctuary Housing Association (202003165)
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
Sovereign Housing Association Limited (201907579)
The complaint is about the landlord’s response to the resident’s reports about: Flooding and water ingress at the property. The cooker at the property. The electrics at the property. The permanence of her occupation at the property. Water ingress at her previous property. Complaints handling.
Clarion Housing Association Limited (202008288)
The complaint is about the landlord’s handling of: the allocation of the resident’s parking space. the resident’s reports of antisocial behaviour (“ASB”) by her neighbours. the resident’s concerns regarding the conduct of the landlord’s staff.
Hastoe Housing Association Limited (202007770)
The complaint is about:
Sanctuary Housing Association (202003179)
The complaint is about the landlord’s:
Hyde Housing Association Limited (202001070)
The complaint is about: The landlord’s response to the resident’s request to maintain, and remove invasive plants from, a boundary wall separated in the middle by an electric substation The landlord’s response to the resident’s request for works to the right section of the wall to be completed in the …
Sanctuary Housing Association (202003924)
The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Thames Valley Housing Association Limited (202001339)
The complaint is about:
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)