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.
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 |