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: 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.
The resident’s complaint is about the landlord’s handling of: Leaks in the property. Moving him from the property. His complaint.
The complaint is about the landlord’s handling of the resident’s: Request for repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould. Reports of works required to the windows. Associated complaint.
The complaint is about the landlord’s handling of: Repairs and maintenance of the boiler at the property. The associated complaint.
The complaint is about the landlord’s: handling of tenancy compliance issues. handling of reports of antisocial behaviour (ASB). handling of correspondence from the resident. response to the resident’s request for a hard copy of the tenancy agreement. respon se to the resident’s complaint about the conduct of a member of …
The complaint is about the landlord’s response to: The resident’s reports of anti-social behaviour (ASB). The resident’s request for a management transfer. The resident’s reports regarding the standard of communal cleaning. The resident’s concerns about the previous management transfer in 2020. The Ombudsman has also investigated the landlord’s handling of …
The complaint concerns the landlord’s: Response to reports of strong odours within the property due to an issue with the wastewater treatment plant. Handling of the related complaint.
The complaint is about the landlord’s response to the resident’s request to replace the front door. This service has also considered the landlord’s: decision not to conduct a further inspection of the resident’s front door. complaint handling.
The complaint is about the landlord’s: Handling of the resident's reports of antisocial behaviour (ASB). Response to the resident's concerns regarding its supported living accommodation residents being vetted, checked on, and provided with support. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of repairs to the resident’s: Boiler. Kitchen appliances. Door entry system.
The complaint is about the landlord’s handling of: The resident’s reports of outstanding defects in the property. The related complaint.
The complaint is about the landlord’s handling of: Damp and mould. The resident’s authorisation for her son to act on her behalf. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp, mould, and the associated repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: claim for damages to his personal belongings. reports of damp and mould in the property, including the quality of repair works. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: The resident’s reports of required repairs, roof repair, and planned roof replacement. Request for a kitchen upgrade. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s rehousing application. The Ombudsman has also taken the decision to consider the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s reports of leaks from a neighbour’s balcony, damaged brickwork, defective drains, and a leaking stack pipe. Response to the resident’s reports of leaking guttering. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Damp and mould and related repairs. The resident’s reports of personal injury cause by the presence of damp and mould. The resident’s right to buy application. The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
The complaint is about the landlord’s handling of the resident’s request for a video doorbell. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord's handling of: Repairs to the property. Reports of damp and mould. The associated complaint.
The complaint is about the landlord’s handling of: A window repair. Damp and mould.
The complaint is about the landlord’s handling of: Repairs to a leak which caused a foul smell, damp, and mould. The formal complaint.
| 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 |