Sanctuary Housing Association (202121641)
The complaint is about: The landlord’s handling of the resident’s reports of an overflow pipe leak. 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
Southern Housing Group Limited (202115817)
The complaint is about the landlord’s handling of the resident’s reports about a leak. The landlord’s associated complaints handling has also been investigated.
Wealden District Council (202108316)
The complaint is about the landlord’s: response to the resident’s enquiry regarding service charge invoices; complaints handling.
Camden Council (202101751)
The resident’s complaint is about: The landlord’s pursuit of service charges to be paid in accordance with the lease; The landlord’s handling of capital works to the property, including the appointment and management of the contractor; and The landlord’s handling of its communications with the resident.
Peabody Trust (202006194)
The resident complains about the landlord's handling of: Their reports of an unsecure satellite dish in 2015, reports of damage to the conservatory roof related to this in 2016, and a subsequent claim for compensation. A leak from the conservatory roof in August 2021, the handling of the complaint about …
Metropolitan Thames Valley Housing (202112817)
The complaint concerns: the conduct of the landlord’s staff in relation to the resident’s request to move to another property. The associated formal complaint into this matter
Onward Homes Limited (202118782)
The complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. Repairs to a leak in the resident’s property.
Peabody Trust (202111521)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour. The landlord’s handling of the installation of a trellis on the resident’s fence. The landlord’s complaint handling.
Nottingham City Homes Registered Provider Limited (202109191)
The complaint is about: The landlord’s handling of the resident’s reports of uneven flooring at the property. The landlord’s handling of adaptations to the resident’s front door. The landlord’s handling of repairs to a blocked drain in the wet room at the property and to the boiler. The landlord’s complaints …
Citizen Housing (202121401)
The complaint is about the landlord’s handling of: The resident’s reports of the poor condition of her bathroom. The associated complaint handling.
Cross Keys Homes Limited (202119455)
The complaint is about the landlord’s response to the resident’s reports about repairs.
Epping Forest District Council (202126995)
The complaint is about the landlord’s handling of: A request from the resident. The formal complaint.
Great Places Housing Association (202108239)
The complaint is about the landlord's: Handling of the resident’s request for a new kitchen. Response to the resident’s concerns about asbestos.
Hyde Housing Association Limited (202008936)
This complaint is about the landlord’s handling of
Thames Valley Housing Association Limited (202017036)
REPORT COMPLAINT 202017036 Thames Valley Housing Association Limited 14 July 2022 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. […]
Yorkshire Housing Limited (202104766)
The complaint concerns the landlord’s: response to the resident’s reports of neighbours incorrectly storing their bins. response to reports of wider anti-social behaviour in the estate. handling of repairs to the guttering.
Clarion Housing Association Limited (202116449)
This complaint is about the landlord’s handling of: the resident’s reports of water ingress to his living room; the related complaint.
Southway Housing Trust (Manchester) Limited (202108884)
The complaint is regarding the resident’s: Request to be rehoused. Reports of noise nuisance and anti-social behaviour (ASB). This investigation has also considered: The landlord’s record keeping.
Yorkshire Housing Limited (202123772)
The complaint is about the landlord’s response to the resident’s reports about: Painting works to the exterior of the property. A roof leak. Garden works. The height of his kitchen unit.
Home Group Limited (202006072)
The complaint is about: The landlord’s handling of issues with the drainage system at the resident’s property. The landlord’s complaints handling.
Livv Housing Group (202113384)
This complaint is about the landlord’s: Response to a rat infestation at the property; Response to the resident’s related request to cover the property’s garden with flagstones; complaint handling.
Magenta Living (202121513)
The complaint is about the landlord’s response to the resident’s: reports of a boiler leak; request for a combination (combi) boiler.
Midland Heart Limited (202112571)
The complaint is about: The landlord’s administration of the resident’s rent account including arrears The landlord’s decision to offset his compensation against his rent account
Network Homes Limited (202005315)
The complaint is about: the amount of compensation offered by the landlord in relation to repair works following the resident’s reports of a leak; delays to the landlord reinstating the resident’s lighting following the repair works.
Southern Housing Group Limited (202108023)
The resident’s complaint is about the landlord’s handling of: Various repairs to the communal areas, in particular to the lobby door, windows and the lift. Delays responding and its level of care and service.
York City Council (202106125)
The complaint is about: the landlord’s handling of the resident’s reports of repairs required to the bathroom, including its decision not to replace the bathroom following the Right to Buy (RTB) application. the landlord’s handling of the formal complaint.
Wandle Housing Association Limited (202109612)
The complaint is about the landlord’s handling of:
Lambeth Council (202111177)
The complaint is about the landlord's handling of: The resident’s reports of noise nuisance. The associated complaint.
Metropolitan Thames Valley Housing (202016783)
The complaint is about: The landlord’s handling of the resident’s report of pest infestation in her property. The landlord’s handling of proofing works to her property. The landlord’s complaint handling.
Network Homes Limited (202100811)
The complaint concerns: The landlord’s handling of a leak into the property from upstairs. The landlord’s handling of the related complaint.
Newlon Housing Trust (202003308)
The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s handling of the resident’s reports of inadequate heating and insulation at the property. The landlord’s handling of the resident’s report of damp at the property. The landlord’s handling of the resident’s concerns about fire safety. …
One Housing Group Limited (202108365)
The resident has complained about: The landlord’s handling of repairs to her property, in particular repairs to the intercom / buzzer, a leak through the skylight window, a faulty shower, and the heating system. The landlord’s Covid-19 ‘No Visitor’ policy which prevented access to her support bubble. The conduct of …
Clarion Housing Association Limited (202116086)
The complaint is about the landlord’s handling of the resident’s reports of flooding in the property.
Shepherds Bush Housing Association Limited (202105908)
The complaint concerns: How the landlord responded to the resident’s reports of noise nuisance and antisocial behaviour (ASB). The associated formal complaint into these matters.
Slough Borough Council (202103054)
The complaint is about the landlord’s response to: A rat infestation at the resident’s property and her request for compensation. The replacement of loft insulation affected by rat droppings and urine. The replacement of a drain due to age. Repairs to holes in the roof. Repairs to paving leading from …
Thames Valley Housing Association Limited (202122517)
The complaint is about: The landlord’s handling of the resident’s reports of defects within the property. The landlord’s handling of the associated complaint.
Audley Group Ltd (202110878)
The complaint is about the landlord’s handling of: The resident’s reports of noise nuisance and aggressive behaviour by his neighbour’s dog. The associated complaint handling.
Birmingham City Council (202107400)
The complaint is about the landlord’s response to the resident’s: reports of a roof leak; request for a replacement door. The Ombudsman has also identified the landlord’s complaints handling as an area for investigation.
Camden Council (202108873)
The complaint is about: The landlord's handling of the resident's reports of antisocial behaviour (ASB) in a multi-use games area. The landlord’s complaint handling.
GreenSquareAccord Limited (202105123)
The complaint is about the landlord’s response to the resident’s reports of: Mould. Window repairs. A crack in the ceiling.
Paragon Asra Housing Limited (202103596)
The complaint is about the landlord’s response to the resident’s: Reports of antisocial behaviour. Request to install a security gate. Formal complaint about these matters.
Hyde Housing Association Limited (202001828)
This complaint is about the landlord’s handling of: the resident’s request for an EWS1 form; the related complaint.
Royal Borough of Kensington and Chelsea (202118683)
The complaint is about the landlord’s: Handling of repairs to the resident’s shower. Complaint handling.
Southway Housing Trust (Manchester) Limited (202105716)
The complaint is about - The landlord's response to the res ident’s report of a leak . The landlord's response to the resident’s reports of damp and mould in her property. The landlord's response to the resident’s request for dehumidifiers. The landlord's handling of its provision of loft re-insultation. The …
Wandle Housing Association Limited (202100167)
REPORT COMPLAINT 202100167 Wandle Housing Association Limited 23 June 2022 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 (202016737)
This complaint is about: The landlord’s response to the resident’s concerns about the condition of the garden; The landlord’s response to resident’s reports of a leaking bath; The landlord’s response to resident’s reports of various repairs to the building’s communal areas; The landlord’s response to resident’s concerns about external appliances …
Luton Borough Council (202122872)
The complaint is about: The landlord’s response to a leak into the communal toilet that was believed to have come from the resident’s property. The landlord’s complaint handling.
Dudley Metropolitan Borough Council (202122067)
The complaint is about: The landlord’s handling of the resident’s request to remain in his grandmother’s property following the termination of the tenancy. The landlord’s handling of the resident’s enquiry about purchasing the property via the Right to Buy (RTB) scheme. The landlord’s complaints handling.
Tandridge District Council (202014407)
The complaint is about the landlord’s handling of: A neighbour dispute. Works at the property following an occupational therapy recommendation. Management of the scheme since it changed from sheltered accommodation to general needs accommodation. The Ombudsman has also assessed the landlord’s complaint handling.
Islington Council (202107863)
This complaint is about the landlord’s handling of: the resident’s reports of illegal parking on his estate; the related complaint.
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)