Sanctuary Housing Association (202218488)
The complaint is about the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the complaint.
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 (202223313)
The complaint is about the freeholder’s handling of: repairs to the patio doors. reported heating issues in the property.
Guinness Housing Association Limited (202121759)
REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 2023 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 […]
Hyde Housing Association Limited (202014780)
The complaint is about the landlord’s handling of: Repairs, in particular: Replacement windows. A blocked toilet. A boiler repair. A fire alarm repair. A communal door repair. The resident’s request for replacement flooring after a leak. A boundary fence repair. Paintwork on the exterior of the building. The resident’s reports …
Clarion Housing Association Limited (202000555)
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s handling of the resident’s reports of repairs required to the roof and bathroom.
Clarion Housing Association Limited (202015858)
The resident’s complaint was about: The landlord’s response to the resident’s request for a “EWS1” and her concerns about fire safety. The landlord’s level of communication. The landlord’s response to the resident’s request to buy back the property. The Ombudsman has investigated the landlord’s complaint handling.
Sanctuary Housing Association (202213616)
The complaint is about the landlord’s handling of: Noise from a water pump. The associated complaint.
Clarion Housing Association Limited (202009112)
The complaint is about the landlord’s response to the resident's reports of: Damp and mould in the property. A rodent infestation in the communal areas. Repeated boiler repairs. This report will also look at the landlord’s complaint handling.
West Kent Housing Association (202122162)
REPORT COMPLAINT 202122162 West Kent Housing Association 23 June 2023 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 (202128485)
This complaint is about the landlord's handling of: the resident's queries about communal electricity charges, and; the associated complaint.
Clarion Housing Association Limited (202123938)
This complaint is about: The landlord’s handling of the resident’s reports of a leak from the water tank; The landlord’s handling of the resident’s reports of contamination in the water tank; The landlord’s handling of the resident’s complaint.
Clarion Housing Association Limited (202206079)
The complaint is about the landlord’s response to: The resident’s report of damp and mould. The resident's request for compensation for her personal belongings that were affected by the damp and mould.
Soho Housing Association Limited (202115216)
The complaint is about: The landlord’s decision to close its community housing scheme. The landlord’s response to the applicant’s complaint about its decision.
Clarion Housing Association Limited (202125147)
The complaint is about the landlord’s: Handling of repairs to the resident’s balcony door. Complaint handling.
Innisfree Housing Association Limited (202112253)
The complaint is about the landlord’s response to the resident’s reports about antisocial behaviour (ASB) by her neighbour. The landlord’s complaints handling has also been investigated.
Clarion Housing Association Limited (202219451)
The complaint is about: The landlord’s handling of the resident’s reports of noise transference from the property above. The landlord’s complaint handling.
Poplar Housing And Regeneration Community Association Limited (202110576)
The complaint is about the landlord’s handling of the resident’s: reports of antisocial behaviour (ASB); request to be rehoused; associated complaint.
Clarion Housing Association Limited (202125916)
The complaint is about: The landlord's response to a property leak and subsequent remedial repairs. The landlord's handling of the associated complaint.
Shepherds Bush Housing Association Limited (202106895)
The complaint is about the landlord’s handling of: The resident's reports of a pest infestation in her property. Reports of ASB by the resident. The associated complaint.
Clarion Housing Association Limited (202206490)
The complaint is about the landlord’s: response to the resident’s reports of damp and mould in her property. response to the presence of asbestos in the property. response to the resident’s request to be moved to another property. Complaint handling.
Sovereign Housing Association Limited (202110562)
This is about the landlords handling of: Antisocial behaviour reports and an associated transfer offer. The associated complaint.
Sovereign Network Homes (202116990)
REPORT COMPLAINT 202116990 Sovereign Housing Association Limited 26 May 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Sanctuary Housing Association (202215373)
The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated formal complaint.
Orbit Housing Association Limited (202016279)
The complaint is about the landlord’s management and handing of: The resident’s request to repair four windows in the resident’s property. The resident’s complaints and the level of compensation it offered for heating costs due to the delay in completing window repairs. The resident’s request for reimbursement of court costs …
Hyde Housing Association Limited (202127631)
The complaint is about the landlord’s response to the resident’s reports about: A downpipe. The communal doors to the bin store. A car park light. The landlord’s complaints handling has also been investigated.
Trident Housing Association Limited (202013105)
The complaint is about the landlord’s: handling of the resident’s reports of antisocial behaviour (ASB), and; handling of the associated complaint.
Irwell Valley Housing Association Limited (202124091)
The complaint is about the landlord’s: response to the resident’s request to remove the gravel from the front of the property; response to the resident’s request to remove a vent from her living room; repairs to the toilet flush; response to the resident’s reports of a leak from the bathroom; …
Wandle Housing Association Limited (202200752)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property’s basement. The repairs to plasterwork in a bedroom. The associated complaints.
Clarion Housing Association Limited (202114854)
The resident's complaint is about the landlord's handling of his reports of Anti Social Behaviour by neighbours. The landlord’s complaints handling has also been considered.
Clarion Housing Association Limited (202123998)
This complaint is about: The landlord’s response to a request for a breakdown of the service charge account. The associated complaint handling.
Clarion Housing Association Limited (202202401)
This complaint is about the landlord’s: Handling of repair work to the resident’s heating system; and Communication and handling of the complaint.
Great Places Housing Association (202123116)
The complaint is about: The landlord’s handling of a leak affecting the property. The landlord’s handling of works to make good damage caused by the leak. The landlord’s handling of the complaint.
Clarion Housing Association Limited (202121454)
The complaint is about the landlord’s response to the resident’s reports about disrepair issues with: the windows in his property; the communal area. The Ombudsman has also investigated the landlord’s complaints handling.
Clarion Housing Association Limited (202113563)
The complaint is about: the landlord’s handling of the repair of a storage heater. the associated complaint handling and offer of compensation.
Clarion Housing Association Limited (202220946)
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the property. The associated complaint.
Thames Valley Housing Association Limited (202115633)
The resident complains about the landlords handling of: Repairs to the communal door. The cleaning of the communal areas of the building. Non resident’s use of car parking at the property. The landlord’s handling of the complaint.
Spitalfields Housing Association Limited (202016687)
The complaint is regarding the landlord’s: Repairs team’s responses to the resident’s calls and emails. Handling of the associated complaint.
Wandle Housing Association Limited (202207924)
The complaint is about the landlord’s handling of: The tenancy sign-up procedure and the alleged rent discrepancy in the tenancy agreement. The associated complaint.
Clarion Housing Association Limited (202204038)
The complaint is about the: The reasonableness of the service charge for the 2018/19 financial year. Information provided about the service charge, specifically the administration of the resident’s service charges and the timeliness of the information provided by the landlord.
Guinness Housing Association Limited (202207316)
The complaint is about the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request for it to install a wet room. The associated complaint.
Orbit Housing Association Limited (202123222)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property. The Ombudsman has also considered the landlord’s complaint handling in relation to this case.
Wandle Housing Association Limited (202205585)
The complaint is about the landlord’s handling of the resident’s request that it: Redecorate his bathroom following water leaks. Compensate him for costs he incurred as a result of these leaks.
Clarion Housing Association Limited (202122624)
The complaint concerns: How the landlord handled an electric repair in the communal area of the building. The associated formal complaint into this matter.
Sanctuary Housing Association (202204755)
The complaint is about the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s behaviour and its subsequent apology, and; complaint handling.
Wandle Housing Association Limited (202009248)
The complaint is about the landlord’s handling of the resident’s: Requests for repairs to her kitchen cabinet lights. Complaint.
Wandle Housing Association Limited (202125476)
The complaint is about the landlord’s handling of: Repairs to the resident’s kitchen. The resident’s request for a replacement kitchen. The resident’s complaints.
Clarion Housing Association Limited (202123152)
The complaint is the landlord’s handling of: The resident’s reports of noise nuisance within the property. The associated complaint.
Guinness Housing Association Limited (202201117)
The complaint is about the landlord’s: response to reports of sink back surges into his property; handling of the associated repairs; handling of the resident’s concerns about his property being left unsecured, and; handling of the overall complaint.
Sovereign Housing Association Limited (202206099)
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Concerns regarding the upkeep of the estate. Concerns about parking. Report of water pooling in the carpark. The Ombudsman has also considered the landlord’s complaint handling as part of the investigation.
Sanctuary Housing Association (202001089)
This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling.
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)