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.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
The complaint is about the landlord’s response to the resident’s reports of: Outstanding repairs including carpet replacement. Possessions which were disposed of without his consent. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s pest concerns. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room window. Storage heaters. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202337495 Sanctuary Housing Association 12 August 2025 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. […]
The complaint is about the landlord’s handling of: The resident’s door repairs. The associated complaint.
The complaint is about the landlord’s handling of: A garage door repair. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent infestation. Report that it delayed in replacing the property’s windows. Report of a repair to the front door. Concerns regarding the condition of the kitchen, the guttering and …
The complaint is about the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational Therapist (OT) referral to assess the resident’s needs. The resident’s housing transfer. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due to the storage heaters not functioning. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days and a stage …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property and the associated repairs needed including the flooring. Damp and mould. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 2025 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. […]
The complaint is about the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.
The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the guttering and facia board. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of leaks into the property. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the landlord's handling of the associated complaint.
The complaint is about the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.
This complaint is about the landlord’s handling of: The resident’s reports of water ingress. The associated complaint.
REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 2025 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. […]
The complaint is about the landlord’s: handling of the resident’s reports of damp and mould. complaint handling.
The complaint is about the landlord’s handling of: Repairs to a leak. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the Housing Officer (HO). Request for a move to another property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another property. Associated complaint.
The complaint is about the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal areas of the building. Repairs within the resident’s property. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered the landlord’s: Complaint handling. Record Keeping
The complaint is about the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and back door. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about the landlord’s response to the resident’s reports of: A leak from a radiator and the loss of heating and hot water. Issues with the electricity to the upstairs of her property. A leak from her roof. Damp and mould in her property and her concerns that …
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
REPORT COMPLAINT 202337623 Sanctuary Housing Association 28 January 2025 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. […]
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould. Reports of works required to the windows. Associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the property. Concerns about a leak coming from the water tank in the loft. Associated complaint.
The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling. The central heating.
The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling. The level of compensation offered by the landlord and its decision not to refund rent.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a motorised skylight window. The resident’s report of a broken extractor fan. The associated complaint.
The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the required repairs. The landlord’s handling of the resident’s complaint has also been investigated.
| 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 |