Sanctuary Housing Association (202111146)
The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and 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
Advance Housing and Support Limited (202207347)
This complaint is about the landlord’s handling of the resident’s: Concerns about the servicing of the boiler. Concerns that the boiler was not operating correctly and her report of the boiler leaking on 31 August 2021. Complaints about the above matters.
Camden Council (202115129)
The complaint is about the landlord’s response to the resident’s concerns regarding: Service charges. The upkeep and maintenance of the building. The communal water tank. Fire safety. Refuse collectors. The Ombudsman has also considered the landlord’s complaint handling as part of the assessment.
Optivo (now Southern Housing) (202114130)
The complaint is about the landlord’s handling of: The resident’s reports of noise transference. Reports of antisocial behaviour (ASB) The associated complaint.
Sovereign Network Homes (202216167)
The complaint is about the landlord’s handling of reports of two leaks: A leak from the bathroom, which affected the dining room ceiling. A leak within the kitchen which affected the kitchen flooring.
Wandsworth Council (202208283)
The complaint is about the landlord’s management and handling of: Reports of water ingress into the property. A request for compensation for personal losses The leaseholder’s complaints.
Irwell Valley Housing Association Limited (202220172)
The complaint is about the landlord’s: response to the resident’s reports of a bad odour entering her property; response to the resident’s reports of poor staff conduct; complaints handling.
Golding Homes Limited (202211641)
This complaint is about the landlord’s: Response to the resident’s: Reports of damp following a previous Ombudsman determination; Reports of Silverfish; Reports of bathroom drainage issues; Vulnerabilities, health and welfare concerns; Complaint handling.
Hackney Council (202210294)
The complaint concerns the landlord's handling of the resident's repairs. The Ombudsman investigated the landlord’s complaint handling.
Anchor Hanover Group (202210139)
The complaint is about the landlord’s handling of: The resident’s report of anti-social behaviour (ASB). Its decision to let a property to the alleged perpetrator. The resident’s complaint.
Camden Council (202232069)
The complaint is about the landlord’s handling of: reports of a leak from the roof entering the resident’s property. the resident’s concerns that she was not able to make a home insurance claim for the internal damage caused to the property, due to the repairs to the roof remaining outstanding. …
Clarion Housing Association Limited (202119820)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). Allegations of ASB made against the resident. The resident’s related complaint. A request for the resident to remove his camera doorbell.
First Choice Homes Oldham Limited (202104917)
The complaint is about the landlord’s: Handling of the termination of the resident’s former tenancy. Handling of the administration of the resident's rent account. Handling of the resident’s possessions. Handling of the resident’s reports about damp and mould at the former property.
Moat Homes Limited (202123201)
The complaint is about the landlord’s: Handling of the resident’s queries about cyclical works and a resulting service charge dispute; Response to a subject access request; Handling of the associated complaint.
Together Housing Association Limited (202203761)
The complaint is about: The landlord’s response to the resident’s reports of outstanding repairs in the property. The landlord’s response to the resident’s request to have a tenancy warning removed. The landlord’s handling of the resident’s complaint.
Havering Council (202119533)
The complaint is regarding; The landlord’s handling of the resident’s request for adaptations to extend the home. The accuracy of information provided by council employees. The landlord’s handling of the arrangement of a surveyor inspection to assess the feasibility of an extension. The landlord’s handling of the resident’s request for …
Incommunities Limited (202118294)
The complaint is about the landlord’s handling of: The resident’s concerns about the energy efficiency of the property. Repairs to the property. The resident’s request for a management transfer. The associated complaint.
London Borough of Brent (202124195)
The resident’s complaint is about the landlord’s handling repairs at the property, including: The roof and guttering issues reported between June 2021 and February 2022. The drain and holes in the driveway identified in July 2021. The leak reported in August 2022. His driveway service request of September 2022. Window …
The Guinness Partnership Limited (202015280)
The complaint is about the landlord’s: response to the resident’s request for it to renew her windows and external doors. response to the resident’s concerns regarding the cyclical decoration of the exterior of the property. complaints handling.
GreenSquareAccord Limited (202206981)
The complaint is about the landlord’s handling of: the resident's request for replacement windows; and the subsequent complaint.
LiveWest Homes Limited (202221350)
REPORT COMPLAINT 202221350 LiveWest Homes Limited 29 September 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. […]
Brighton and Hove City Council (202219065)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The resident’s request for a transfer to another property. The associated complaint.
Camden Council (202120601)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour in the building and on the estate. The landlord’s handling of the resident’s reports of redecoration required following damage during the installation of a grab rail at her current property and reports of discrimination. The resident’s …
Gateway Housing Association Limited (202214087)
The complaint is about: The landlord’s handling of the resident’s request for a chain let. The landlord’s handling of communications over future chain lets.
London Borough of Newham (202227845)
This complaint is about the landlord’s handling of: Reports of damp and mould in the resident’s property. The associated complaint.
Newcastle City Council (202214228)
The complaint is about the landlord’s: Handling of reported structural issues with the property. Handling of the request to transfer to another property. Complaints handling.
Notting Hill Genesis (NHG) (202230789)
The complaint is about: the landlord’s response to maintenance and repair issues at the resident’s property. the communication with the resident over making an insurance claim following a sewage leak in August 2021. the associated complaint.
One Vision Housing Limited (202124096)
This complaint is about the landlord’s handling of: Letting the property with an adapted bathroom. The resident’s reports of an unusable kitchen when he moved in. The associated complaint.
Onward Homes Limited (202117573)
The complaint is about the landlord’s: Response to the resident’s requests for information about a charge on the land registry title deeds. Handing of the fire risk assessment. Complaints handling.
Optivo (now Southern Housing) (202211719)
The complaint is about: The landlord’s handling of reports of damaged flooring and inadequate ventilation. The landlord’s response to a damaged boiler pressure tank. The landlord’s handling of a report of carbon monoxide poisoning. The complaint associated with the carbon monoxide poisoning.
Paragon Asra Housing Limited (202223594)
The complaint is about the landlord’s management and handling of: Repairs to address a roof leak and damp and mould in the property. The resident’s request for window reglazing in the property. Requests to reposition the gas meter due to concerns about heating costs. The resident’s request for information about …
Sanctuary Housing Association (202010886)
The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The resident’s report of issues with her electric heaters. The resident’s report of noise transfer. The associated complaint.
Aster Group Limited (202223235)
The complaint is about the landlord’s handling of: the resident’s reports of damp and mould and the associated repairs; the adaptations to the resident’s property; the resident’s decant request; the resident’s complaint, including the level of compensation offered.
Dartford Borough Council (202303482)
The complaint is about the landlord’s handling of: Reports of anti-social behaviour involving the resident’s neighbour including noise nuisance, smell from the neighbour’s property and the storing of bulky items and household waste in the garden. The resident’s neighbour accusing the resident of racism and threatening to take legal action …
Hightown Housing Association Limited (202102415)
The complaint is about: The landlord’s handling of the resident’s repair reports regarding the rear door and leak to the bath. The landlord’s handling of concerns raised by the resident about the conduct of the developer’s subcontractor. The related complaint.
Incommunities Limited (202104089)
The complaint is about the landlord’s response to: The resident’s request that it fence off the land outside the property for her sole use. Complaint handling.
London Borough of Croydon (202118843)
The complaint is about the landlord’s handling of: The resident’s reports of anti social behaviour (ASB). The resident’s management transfer request. The associated complaint.
Nehemiah United Churches Housing Association Limited (202222439)
This complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB) from a neighbour. The associated complaint.
Waverley Borough Council (202219548)
The complaint concerns: How the landlord handled a leak in the resident’s property. How it handled the repairs in the property following the leak. The conduct of its staff members who spoke to the resident about the leak.
A2Dominion Housing Group Limited (202121164)
The complaint is about the landlord’s: Response to the resident’s concerns about her oven and kitchen units. Complaint handling.
Clarion Housing Association Limited (202113849)
The complaint is about the landlord’s response to: The resident’s concerns about accessing its online resident portal; The resident’s request to change to a sole tenancy; The resident’s concerns about information sent to the Department of Work and Pensions (DWP); The resident’s reports of a data breach. This report will …
London Borough of Croydon (202204220)
The resident’s complaint is about: The landlord’s response to the resident’s reports about his toilet and drains. The landlord’s response to the resident’s concerns about asbestos in his property. The resident’s request to move. The Ombudsman has investigated the landlord’s complaint handling.
London & Quadrant Housing Trust (L&Q) (202212749)
The complaint is about the landlord’s: Handling of the resident’s reports of anti-social behaviour (ASB). Complaint handling. Record keeping.
Origin Housing Limited (202121339)
The complaint is about the landlord’s handling of: Recurrent leaks from the property above and associated repairs. Repairs to resolve a draft in a bedroom. The resident’s concerns about poor signage to the property. The resident’s request that communication be via email and concerns about the standards of communication. Complaints. …
Sanctuary Housing Association (202107616)
The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for reimbursement for repairs she completed. The related complaint. The resident’s request for decoration vouchers offered in 2006 and 2010, and concerns about damage left by a previous …
East Devon District Council (202200837)
The complaint is about the landlord’s: Handling of reports around staff conduct. Handling of the resident’s reports about the drainage work and external painting. Handling of the resident’s request for a shed. Handling of the right to buy application. Response to subject access request. Complaint handling.
Housing 21 (202212288)
The complaint is about the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident; complaint handling.
London Borough of Hackney (202225107)
The complaint is regarding the landlord’s; Handling of the resident’s concerns about his service charge account. Complaints handling.
London & Quadrant Housing Trust (L&Q) (202200141)
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The resident’s transfer application. The associated complaint.
Peabody Trust (202117274)
The complaint is regarding the landlord’s: Handling of the resident’s repair requests including issues relating to damp, a back downpipe, scaffolding and cellar steps. Handling of the resident’s repair requests including issues relating to a front downpipe, a boiler out pipe, asbestos and a slug infestation. Carrying out of unannounced …
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)