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 leaks, damp and mould. The resident’s reports of issues with the boiler and electrical sockets. The resident’s reports of damage to personal belongings. The associated complaints.
The resident’s complaint is about the landlord's handling of her concerns about: The condition of the property and repairs needed, including: Gap underneath the back door. The previous tenant’s belongings in the property. No lintels supporting the window. The shower not working. The roof’s condition. Damp and mould. Asbestos. Safety …
The complaint is about the landlord’s handling of: Repairs to a blocked toilet and drain. Concerns about damage to the resident’s car and an increased insurance premium. The associated complaint.
The complaint is about the landlord’s response to the resident’s query regarding: The obligation to pay service charges, which include a management fee with a 10-15% levy. Service charges. Demands for unpaid service charges and ground rent. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: complaint from June 2023 about noise disturbance because of improvement works. recent concerns about noise disturbance from improvement works. associated complaint.
The complaint is about: the landlord’s handling of the resident’s reports about damp and mould, including repairs to the gutters. the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of damp and mould and the associated repairs. Response to the resident’s reports of damaged belongings. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns relating to the cooker socket. Reports of an uneven driveway. Reports of issues with the stop tap. Concerns relating to the accessibility of the garden. Reports of damage to the microwave and dryer. We have also investigated the landlord’s …
The complaint is about the landlord’s: Response to the resident’s: Concerns about roof repairs and damage to flooring. Request for compensation relating to her time in temporary accommodation. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports that they were not receiving services they had paid for (window cleaning and use of the concierge). The resident’s concerns about their car parking space. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Reports of required repairs following a fire. Move to temporary accommodation. Associated complaints.
The complaint is about the landlords handling of: Boiler repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: Cold temperatures in the property. A leak from the bedroom skylight window. Uneven floorboards. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlords handling of: Works agreed in September 2021. The resident’s report of a leak. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s complaint about the level and reasonableness of a service charge increase. The resident’s concerns about which elements of the service charges were payable. The resident’s request for further information about service charges and a service charge increase. The resident’s concerns …
The complaint is about the landlord’s: Handling of the resident’s reports about a boiler repair. Delays starting a gate adaptation. Handling of problems with the resident’s front door. Complaint handling.
The complaint is about the landlord’s handling of the resident’s service charge queries. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A fallen tree and damage caused to her fence Delays in the boiler installation Mould on the bathroom ceiling A window leak in the bedroom We have also considered the landlord’s complaint handling
The complaint is about the landlord’s: Response to the resident’s reports of damaged paving in a communal area. Response to her concerns about cleaning and grounds maintenance issues. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The resident’s request for a transfer. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s response to: The resident’s reports of water leaks in the temporary property and his subsequent request for compensation. The resident’s request for compensation for personal items that went missing after moving to the temporary property.
The complaint is about the landlord’s response to: The resident’s concerns about the support it provided and his request for a male housing officer. The resident’s request to be moved and concerns he would be evicted. The complaint. The landlord responded to the complaint at both stages of its process …
The complaint is about the landlord’s handling of: Damp and mould in the property. The resident’s complaint regarding staff conduct. The resident’s concerns regarding its record keeping. The level of compensation offered.
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: Concerns about the shared boiler flue system. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments and provide a property that met his disability needs. rent …
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.
The complaint is about the landlord’s: handling of repairs to the resident’s boiler. response to her concerns about the conduct of an engineer. The Ombudsman has also investigated the landlord’s complaints handling.
The complaint is about the landlord’s response to the resident’s concerns about: A leak in the kitchen A leak in the toilet room. Condensation on the pipes.
The complaint is about the landlord’s handling of: Adaptation of the property, including lack of communication and delays to the works. Storage of the resident’s possessions, including her request for reimbursement of removal costs. The resident’s reports of damage to her crockery and glassware. The resident’s request to be decanted …
The complaint is about the landlord’s handling of the resident’s reports of: Issues with the hot water system at the property. Subsidence and cracks inside and outside the property.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: reports of internal repairs to her property and damage to her front door. complaint.
The complaint is about the landlord’s handling of: Damp and mould, including its associated communication. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Reports of squatters in a nearby property. Request to be rehoused. We have also assessed the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer. The Ombudsman will also investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: Reports of damp and mould. Associated complaint.
The complaint is about the landlord’s handling of: A furniture and flooring package charge included on the resident’s rent account. The associated complaint.
The complaint is about the landlord’s handling of: the resident’s reports of ASB. the resident’s request for a property transfer. the complaint.
The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s repair requests. We have also considered the landlord’s complaint handling as part of the investigation.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks, damp and mould in the property and the associated repairs. Concerns regarding vandalism in the communal car park. Associated complaint.
The complaint is about the landlord’s handling of the resident’s: Request for adaptions to the property, including concerns that the landlord did not properly consider her health needs. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of damp and mould. Concerns regarding the delays in the window and kitchen replacement. Associated complaint and communication requirements.
The complaint is about the landlord’s handling of the resident’s reports: His garden had been damaged. The hedges at the property were not being maintained.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks and outstanding repairs. Reports of pest infestation in the property. Reports of a burst kitchen pipe. Formal complaint.
The complaint is about the landlord’s handling of: Repairs following a leak into the property. The resident’s associated complaint.
The complaint is about the landlord’s response to Reports of anti-social behaviour (ASB) from a neighbour. A boundary dispute between the resident and the neighbour.
The complaint is about the landlord’s: Handling of the repairs to the resident’s property following a leak from a neighbouring property. Response to the resident’s concerns about the safety of the property’s kitchen ceiling following the leak. Complaints handling.
The complaint is about the landlord’s: handling of repairs to windows and external doors. response to the resident’s request for compensation due to high heating bills. response to the resident’s request for a new kitchen. We have also considered the landlord’s complaint handling.
| 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 |