Sanctuary Housing Association (202343098)
The complaint is about the landlord’s handling of: Reports of a loss of heating and hot water. Repairs to the lifts. Repairs to the communal door. We have also considered the landlord’s complaint handling.
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 (202402062)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and associated repairs. Report of repairs to the kitchen cupboards and garden gate. Complaint.
Clarion Housing Association Limited (202418132)
The complaint is about the landlord’s handling of the resident’s: Requests for rehousing due to her disabilities. Associated complaint.
Clarion Housing Association Limited (202443190)
The complaint is about: The landlord’s handling of the resident’s request to investigate and address the cause of a soot-like substance throughout the property. The landlord’s complaint handling.
Hyde Housing Association Limited (202333699)
The complaint is about the landlord’s handling of the resident’s reports of: leaks from an upstairs property. noise nuisance and anti-social behaviour (ASB) from the same property. We will investigate the landlord’s complaint handling.
Hyde Housing Association Limited (202404865)
The complaint is about the landlord’s response to reports of: Anti-social behaviour (ASB). Damage due to the ASB.
Sanctuary Housing Association (202418016)
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.
Sanctuary Housing Association (202502718)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
Orbit Housing Association Limited (202428247)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould, and the associated repairs, including: A leak from a wet room shower. External repointing and render repairs. Roof repairs. The associated complaints.
Sanctuary Housing Association (202339707)
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.
Clarion Housing Association Limited (202318147)
REPORT COMPLAINT 202318147 Clarion Housing Association Limited 30 January 2026 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Clarion Housing Association Limited (202316810)
The complaint is about the landlord’s response to the resident’s reports of a leak. We have also considered the landlord’s complaint handling.
Teachers’ Housing Association Limited (202430988)
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.
West Kent Housing Association (202325147)
The complaint is about the landlord’s: response to the resident's concerns about the communal grounds maintenance. handling of the complaint. We have also considered the landlord’s record keeping.
Sanctuary Housing Association (202346463)
The complaint is about the landlord’s handling of the resident’s pest concerns. We have also investigated the landlord’s complaint handling.
Estuary Housing Association Limited (202442489)
The complaint is about the landlord’s response to the resident’s reports of damp and mould from 2024. We have also considered the landlord’s complaint handling as part of the investigation.
Hyde Housing Association Limited (202328893)
The complaint is about the landlord’s handling of: The resident’s reports of loud music coming from a neighbouring property. The associated complaint.
Concept Housing Association CIC (202346982)
The complaint is about the landlord’s handling of the resident’s reports of: Excessive electricity payments. Damp and mould.
Cottsway Housing Association Limited (202409367)
The complaint is about the landlord’s response to the resident’s: Concerns regarding adaptation works completed to the driveway. Requests for repairs. Request to adapt the kitchen to make space for a dishwasher. We have also considered the landlord’s complaint handling as part of the investigation.
Soho Housing Association Limited (202427170)
The complaint is about the landlord's response to the resident's reports of harassment under the Equality Act 2010, intimidation, and targeted behaviour from a member of staff. We have also considered the landlord’s complaint handling.
Orbit Housing Association Limited (202443467)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould and related repairs. The resident’s complaint.
Clarion Housing Association Limited (202343596)
The complaint is about the landlord’s handling of: Repairs to the windows. Repairs to the boiler. The complaint.
Rooftop Housing Association Limited (202327056)
The complaint is about the landlord’s handling of the resident’s reports of a leak resulting in damp and mould. We have also investigated the landlord’s complaint handling.
Clarion Housing Association Limited (202401899)
The complaint is about the landlord’s response to the resident’s: request for an adaptation to a communal pathway. reports that the condition of her neighbour’s garden was affecting her property. reports about the standard of repairs to her kitchen window and bath. request for upgrades to her heating system.
Sanctuary Housing Association (202325357)
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
Hyde Housing Association Limited (202347343)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and associated damp. Complaint.
Together Housing Association Limited (202422315)
The complaint is about the landlord’s handling of the resident’s Concerns about the conduct of a staff member. Reports of harassment from a neighbour.
Clarion Housing Association Limited (202413120)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour. The complaint.
Hyde Housing Association Limited (202338893)
The complaint is about the landlord’s handling of the resident’s: Concerns about service charges. Enquiries about moving into another property. Reports of Antisocial Behaviour (ASB) on the roof garden. We have also investigated the landlord’s complaint handling.
Hyde Housing Association Limited (202345644)
REPORT COMPLAINT 202345644 Hyde Housing Association Limited 29 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 […]
Orbit Housing Association Limited (202347409)
The complaint is about the landlord's handling of the resident’s reports about other residents placing bins in a position which restricted access to her property. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202446528)
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.
Wandle Housing Association Limited (202416073)
The complaint is about the landlord’s handling of the resident’s: Reports of outdoor lighting. Reports of uneven garden slabs. Associated complaint.
Clarion Housing Association Limited (202226928)
The complaint is about the landlord’s handling of the resident’s reports about the condition of the windows and her request for replacement. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202311492)
The complaint is about the landlord’s response to the resident’s: Communication. Request for a reasonable adjustment. Concerns about his neighbourhood response officer. Repair requests and concerns regarding the condition of his property. Request for a management transfer.
Clarion Housing Association Limited (202423108)
The complaint is about the landlord’s handling of the resident’s: Concerns about the security of the communal bike store. Request for compensation following the theft of her bike.
Clarion Housing Association Limited (202438681)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
Sanctuary Housing Association (202449844)
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
Clarion Housing Association Limited (202333655)
The complaint is about the landlord’s response to the resident’s: Reports of leaks, damp and mould. Reports of boiler repairs. Request for a kitchen renewal. Concerns about its handling of asbestos removal. The Ombudsman will also consider the landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202311901)
The complaint is about the landlord’s handling of repairs to address a roof leak at the property and replacement of a dormer window. The Ombudsman has also investigated the landlord’s complaints handling.
Clarion Housing Association Limited (202347323)
The complaint is about the landlord's handling of: The resident's reports of no heating and hot water, a leak and the level of compensation offered. The associated complaint.
Clarion Housing Association Limited (202444359)
The complaint is about the landlord’s handling of the resident’s: concerns that he had been treated less favourably than other users of the car park with regards to the landlord’s refusal to issue him a parking permit. transfer requests. associated complaint.
Nottingham Community Housing Association Limited (202423297)
The complaint is about the landlord’s handling of the resident’s: Complaints regarding damaged living room flooring following a property flood. Reports of repairs.
Sanctuary Housing Association (202344212)
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.
Clarion Housing Association Limited (202438888)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202444733)
The complaint is about the landlord’s response to the resident’s concerns about works completed in her property in April 2019. We have also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202439386)
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202447855)
The complaint is about the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
Sanctuary Housing Association (202337495)
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. […]
Croydon Churches Housing Association Limited (202326263)
The complaint is about the landlord’s response to the resident’s: Request to re-classify the property and reduce the rent. Concerns regarding the legality of the Tenancy Agreement (TA). Request for a transfer to a larger property. Reports of repairs to the floorboards. Concern about the communication regarding the rent increase …
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)