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: Section 20 process for replacement windows. Response to the resident’s concerns about the replacement windows and related consultation process. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of a leak at a neighbouring property causing damage to her property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Damp and mould and kitchen repairs at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs including: A window. A bathroom leak. The associated damp and mould.
The complaint is about the landlord’s handling of the resident’s reports about dampness, humidity and mould.
The complaint is about the landlord’s handling of the installation of an intercom system. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s housing application and in particular, the withdrawal of a property offer that the resident believes was due to his request to grow and use cannabis for medicinal use, along with his request for adaptations.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord's handling of reports about the condition of the communal bin area.
The complaint is about the landlord’s handling of repairs to the resident’s heating system and the compensation it offered.
The complaint is about the landlord’s handling of the resident’s reports of: Structural issues with an external wall. Damp and mould and its repair of the associated leaks. A loss of heating and hot water following a repair.
The complaint is about the landlord’s response to the resident concerning the letting condition and her repairs reports.
The complaint is about the landlord’s response to the resident’s repair requests, including: Noise nuisance from an extractor fan Faulty communal lights Emergency lift repairs The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s complaints.
The complaint is about the landlord’s handling of a roof repair, and the resident’s reports of damp and mould at her property.
REPORT COMPLAINT 202441504 Sanctuary Housing Association 15 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 repairs to a defective toilet.
The complaint is about the landlord’s handling of the repairs to the resident’s shower.
The complaint is about the landlord’s handling of the resident’s antisocial behaviour (ASB) and parking management concerns, and her associated complaints.
The resident’s complaint was about the landlord's response to the resident's request for a priority move and its complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of Antisocial Behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s concerns about: A faulty boiler at the property. A gas safety inspection. Her medical information which was related to her vulnerabilities. The associated complaint.
The complaint is about the landlord's handling of: Repairs to the balcony door. Complaint handling.
The complaint is about the landlord’s: Response to the resident’s concerns about the property condition when it was let, in relation to: The bathroom. The balcony doors. Compliant handling and record keeping.
The complaint is about the landlord’s handling of repairs to the resident’s toilet, including asbestos related works. The Ombudsman has also investigated how the landlord handled the resident’s complaint about this.
The complaint is about the landlord’s handling of: balcony door repairs. the associated complaint.
The complaint is about the landlord’s handling of: Heating and hot water issues and a leaking pipe at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of: The resident's service charge queries. The complaint.
The complaint is about the landlord’s handling of the resident’s concerns regarding service charges, including his associated complaint.
The complaint is about the landlord’s response to the resident’s reports of rodents in the property.
The complaint is about the landlord's handling of works to the bathroom. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s requests to install a ramp on a communal path.
The complaint is about the landlord’s handling of the resident’s concerns about his rent account.
The complaint is about the landlord’s handling of the resident’s application to its hardship fund.
The complaint is about the landlord’s handling of the resident’s queries about their service charges. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s reports of noise from an upstairs neighbour.
This complaint is about the landlord’s handling of reports of water ingress.
The complaint is about the landlord’s: Response to the resident's concerns about the operation of windows and a lack of ventilation. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of drainage problems in his garden. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about: Its letter requesting access to complete electrical testing in the property. Unannounced visits at the property. This assessment will also consider the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about fire safety inspections at his property.
The complaint is about the landlord's handling of the resident’s reports of a boiler leak and associated repairs.
The complaint is about the landlord’s handling of the resident’s reports of a roof leak and subsequent damp and mould. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for a car parking space.
The complaint is about the landlord’s handling of the resident’s request for: Replacement of windows in her property. Replacement of the kitchen in her property.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak to the roof and the associated repairs within the property. Associated complaint.
The complaint is about the landlord’s handling of repairs to the resident’s toilet. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for the installation of an electric charging port.
The complaint is about the landlord’s response to the resident’s: Service charge queries. Associated 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 |