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 202411014 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 May 2026 Background The resident complained to the landlord about disruptive behaviour from his […]
Decision Case ID 202503353 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 19 March 2026 Background The resident lives in a semi-detached house with her partner and […]
Decision Case ID 202444075 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 11 February 2026 Background The resident reported a loss of heating and hot water on 28 […]
Decision Case ID 202431418 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 10 February 2026 Background The resident lives in a 1-bedroom top floor flat. We have […]
Decision Case ID 202425126 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 03 February 2026 Background The resident requested an update on her kitchen replacement in June […]
Decision Case ID 202432443 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 15 December 2025 Background The resident lives in a block of flats. The landlord manages the […]
Decision Case ID 202417825 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background The resident lives in a 2-bedroomflat. On7 December 2023the resident reported […]
The complaint is about the landlord's decision to open the communal door of the resident's building for public access.
The complaint is about the landlord’s handling of the resident’s reports of a radiator not heating properly.
The complaint is about the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent birds sitting on the resident’s roof, causing excrement and damage. Delays in providing a copy of an Environmental Health report.
The complaint is about:
The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has also considered the landlord’s complaint handling.
The landlord’s response to the resident’s request for soundproofing to be installed in her property.
This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response to the resident’s report of paint damage to the property.
The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged goods.
The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about its disposal of her belongings, following a fire in the property.
This complaint is about: The condition of the property when it was let to the resident. The landlord’s response to concerns about a neighbouring resident having access to CCTV equipment. The landlord’s communication and complaint handling.
The complaint is about the landlord's response to the resident's request to cut back trees in the back garden of the resident’s property.
The complaint is about the landlord’s administration and communication in relation to the resident’s service charge query.
The resident’s complaint is about the landlord's handling of repairs to the kitchen taps of the property and her complaint about the conduct of the contractor undertaking the repair.
This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the resident’s property following the leak into the lounge; the related complaint.
The complaint is about the landlord’s response to the resident’s reports about: Flooring in the property. A tree in the garden of the property. The shower at the property.
The complaint concerns: The landlord’s decision to issue a letter and email relating to its intention to begin possession proceedings and its handling of the resident’s concerns about its decision. The amount of compensation offered by the landlord for delays in its complaint handling and providing a copy of the …
The complaint is about the landlord’s response to the resident’s reports of repairs relating to her shed.
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.
The complaint is about the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system.
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 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 is […]
The complaint is about the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour (ASB) by and about the resident and that the landlord would not allow him to keep a pet at the property.
The complaint is about: The level of compensation offered by the landlord following the resident's report of a leak. The landlord’s handling of the associated complaint.
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.
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.
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.
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.
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 […]
The complaint concerns how the landlord handled the resident’s:
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 […]
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.
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
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.
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
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.
The complaint is about the landlord’s:
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.
| 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 |