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: Response to the resident’s request to alter her tenancy. Response to the resident’s request for a management transfer. Response to overcrowding in the resident’s property. Handling of repairs to the sink. Complaint handling.
The complaint is about the landlord's handling of: The mutual exchange. Reports of repairs. Reports of damp and mould. The associated complaint.
The complaint is about: the increase in the resident’s service charges. the landlord’s consultation before the increase in service charges. the landlord’s response to the resident’s request to be proportionally billed for specific heating use. the landlord’s communication about undercharges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: Reports of a pest infestation. Reports of a roof leak and the associated repairs. Requests for window repairs.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to his flat. Request for repairs to the building. Reports about the upkeep of communal areas.
The complaint is about: The landlord’s handling of the resident’s reports of having no hot water and gas supply. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s handling of the resident’s reports of Japanese Knotweed impacting her use of the garden. The landlord’s response to the resident’s request for information about restrictions in using the garden, including whether she could place a shed in the garden.
The complaint is about the landlord’s response to the resident’s: Reports of repairs to the roof. Request for reimbursement following repairs to a boundary wall. Request for reimbursement following repairs to fencing. Complaint.
The complaint is about the landlord’s handling of the resident’s: reports of a roof leak and associated internal property damage; associated complaint.
The complaint is about the landlord’s: Response to concerns that the cooker was damaged during refurbishment works. Handling of a loss of heating following a gas leak. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request to be decanted. Formal complaint.
The complaint is about: the impact of antisocial behaviour (ASB) on the resident’s health. the landlord’s handling of the resident’s reports of ASB. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to a leak. Repairs to resolve damp and mould and associated repairs. Multiple decants. The resident’s request for a management transfer. The formal complaint.
The complaint concerns the landlord’s handling of: The resident’s request for a breakdown of the service charges. The resident’s reports of antisocial behaviour (ASB). Concerns about subletting.
The complaint is about the landlord’s response to the resident’s reports of ongoing drainage and sewage issues. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
The complaint is about the landlord’s handling of: the resident’s queries relating to service charges. the subsequent complaint.
The complaint is about the: Suitability of the property. Landlord’s handling of the resident’s reports of anti social behaviour (ASB) between March 2023 and September 2023. Landlord's handling of concerns about staff conduct. Landlord’s response to the reports about the condition of the property. Landlord’s response to the concerns raised …
The complaint is about the landlord’s handling of: Requests to remove a parcel box. A leak and associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs to a bedroom light switch. Leaks in her home which caused damp and mould.
The complaint is about the landlord’s: Response to the structural issues that the resident reported. Handling of the resident’s request for it to participate in a joint meeting with her MP. Consideration of the resident’s medical needs. Handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Right to Buy (RTB) application. Associated complaint.
The complaint is about the landlord’s: communications with the resident in relation to a managed move. communications with the resident in relation to the level of rent and council tax. decision to remove an outbuilding. handling of repairs in the property. response to the resident’s concerns about the lettable standard …
The complaint is about the landlord’s handling of the resident’s: Reports of poor cleaning, caretaking and maintenance of the property and its surrounds. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould and related window repairs. Repairs to the intercom. Reports of excessive dust in the property. The Ombudsman has also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s complaints about: Increases in rent. The landlord’s setting of a fixed service charge. The landlord’s implementation of an unacceptable behaviour agreement. The standard of communal garden and grounds maintenance. The standard of communal cleaning. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Rehousing application on medical grounds. Formal complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the kitchen. Associated formal complaint.
The complaint is about: The landlord’s handling of the resident’s tenancy end date and his request for a refund of the credit on his rent account. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak and subsequent repairs. Request for alternative accommodation. Associated Complaint.
The complaint is about the landlord’s handling of the resident’s concerns about their privacy. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: A loss of heating and hot water in the resident’s property. The resident’s concerns about the conduct of its officer.
The complaint is about the landlord’s: Handling of repairs following a leak. Response to the resident’s concerns raised in relation to: Her fridge-freezer. Staff conduct. Extractor fans. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the level of compensation awarded by the landlord relating to its handling of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of:
The resident has complained about the landlord’s: response to outstanding repairs at the property. handling of antisocial behaviour (‘ASB’) reports made against her. response to her request to move to an alternative property. complaint handling.
This complaint is about the landlord’s: Response to the report of a leak into the resident’s property from the flat above. Response to a request for insurance details in relation to the internal damage to the resident’s property as a result of the leak from the flat above. Handling of …
The complaint is about the landlord’s: Handling of the resident’s reports about hot water service failures, and the level of compensation it subsequently offered her. Handling of the associated complaint.
The complaint is about the landlord’s handling of: repairs to the bathroom. repairs to the kitchen. the resident’s report about the behaviour of the landlord’s employees. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: repairs to the boiler. requests to replace the hot water cylinder. reports of damp and mould at the property. the associated complaint.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the associated complaints.
The resident’s complaint is about the landlord’s handling of repairs to the wetroom floor. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould and his request for an extractor fan in the bathroom. The landlord’s response to the resident’s reports of damaged possessions caused by mould and by paint splashes during redecorating. The landlord’s handling of the associated …
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 response to the resident’s: Request for repairs. Complaint about damage caused to her flooring. Concerns regarding removal of asbestos. Decision to fit laminate flooring. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: A communal bollard wired into the resident’s meter. Unannounced visits by the landlord’s contractors. This Service has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s: Response to the resident’s reports of outstanding repairs to the property’s porch and subsequent damp and mould. Response to the resident’s reports of intermittent water leaks from the property above. Complaint handling.
The complaint is about the landlord’s handling and response to the resident’s: Reports of repairs to a communal fence. Request for information to show how the service charges, sinking fund and sales surcharges are calculated and administered. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Anti-social behaviour (ASB). Communal door entry repairs. The Ombudsman has also investigated 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 |