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.
Decision Case ID 202347034 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 23 December 2025 Background The resident complained about a leak that damaged some of the kitchen […]
Decision Case ID 202335314 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 9 December 2025 Background The resident reported antisocial behaviour (ASB) from the neighbouring flat that adjoins […]
Decision Case ID 202439524 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 9 December 2025 Background The property is a 2-bedroom top-floor flat that the resident has […]
Decision Case ID 202411628 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The property is a 3-bedroom house and the resident has lived there […]
Decision Case ID 202412363 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lived in a one-bedroom flat in a block. He […]
Decision Case ID 202430575 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident’s late father held an assured tenancy with the landlord of […]
Decision Case ID 202430579 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lived in the property, a flat in a block […]
Decision Case ID 202342877 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 26 November 2025 Background The resident’s property is a first floor flat in a block that […]
Decision Case ID 202428785 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 25 November 2025 Background The resident experienced a flood from pipes in his bathroom which caused […]
Decision Case ID 202340521 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 13 November 2025 Background The resident lives with her daughter in the property. In November 2023 […]
Decision Case ID 202343871 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 12 November 2025 Background The resident is the leaseholder of the property, which is a flat […]
Decision Case ID 202331975 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 11 November 2025 Background The resident lives in a flat which has a front door […]
Decision Case ID 202404880 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 10 November 2025 Background The resident lives in the property with her children. The property is […]
Decision Case ID 202336033 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 7 November 2025 Background The property is a one bedroom basement flat, with 3 flats […]
Decision Case ID 202413206 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 7 November 2025 Background The resident lives in a one-bedroom flat. He has physical health conditions, […]
Decision Case ID 202450021 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 7 November 2025 Background The property is a 2-bedroom house that the resident has occupied […]
Decision Case ID 202531652 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 3 November 2025 Background The resident was an assured tenant of the landlord from 2014. […]
Decision Case ID 202405207 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 27 October 2025 Background The resident holds a joint assured tenancy with the landlord in […]
Decision Case ID 202348371 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 30 October 2025 Background The resident lives in a 1 bed property with her 2 […]
dDecision Case ID 202423876 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 30 October 2025 Background The resident lives in a bungalow. She is disabled and has mobility […]
Decision Case ID 202427949 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident lives in a 2-bedroom ground floor maisonette. They live with […]
Decision Case ID 202447739 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 24 October 2025 Background The property is a semi-detached home which the resident has lived […]
Decision Case ID 202402777 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 16 October 2025 Background The resident lives in a flat in a communal block. At the time […]
The complaint is about: Repairs to the communal front door. Repairs to the lift. The absence of a scheme manager. The standard of grounds maintenance, cleaning, and concerns about the bins. The handling of the associated complaint.
The complaint is about the landlord’s: Response to the resident’s reports of neighbour nuisance. Handling of the associated complaint.
The complaint is about the landlord’s handling of: Reports of a loss of heating and hot water. Repairs to the lifts. Repairs to the communal door. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living room ceiling. Reports of issues with her windows. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler.
The complaint is about the landlord’s response to the resident’s reports of: Outstanding repairs including carpet replacement. Possessions which were disposed of without his consent. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s pest concerns. We have also investigated the landlord’s complaint handling.
This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room window. Storage heaters. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks. Associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202337495 Sanctuary Housing Association 12 August 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 handling of: The resident’s door repairs. The associated complaint.
The complaint is about the landlord’s handling of: A garage door repair. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent infestation. Report that it delayed in replacing the property’s windows. Report of a repair to the front door. Concerns regarding the condition of the kitchen, the guttering and …
The complaint is about the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.
This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational Therapist (OT) referral to assess the resident’s needs. The resident’s housing transfer. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due to the storage heaters not functioning. The complaint. The landlord operates a 2 stage complaints process. Its policy says it will provide a stage 1 response within 10 working days and a stage …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of the electrics in the property. This service has considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: A leak in the property and the associated repairs needed including the flooring. Damp and mould. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 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 handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.
The complaint is about the landlord’s: Handling of the resident’s report of a leak. Complaint handling.
The complaint is about the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical fault . request for a skip. complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the guttering and facia board. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of leaks into the property. We have also assessed 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 |