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 202538954 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 21 May 2026 Background The resident lives in a flat with her child and has […]
Decision Case ID 202348478 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 8 May 2026 Background The resident was unhappy with the landlord’s response about the closure […]
Decision Case ID 202421488 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 17 April 2026 Background The resident was dissatisfied with the landlord’s position on her […]
Decision Case ID 202413697 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 19 March 2026 Background In July 2023 the resident asked the landlord to replace her […]
Decision Case ID 202325359 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 13 March 2026 Background The resident reported faults with her windows. She complained about how long […]
Decision Case ID 202345441 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident disputed the landlord’s decision to charge her rent on […]
Decision Case ID 202326411 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Leaseholder Date 9 February 2026 Background The resident has asthma and previously lived in a flat. He reported […]
Decision Case ID 202419183 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident was unhappy with the landlord’s delays in addressing the […]
Decision Case ID 202417319 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 26 January 2026 Background The resident has complained about the landlord’s response to her […]
Decision Case ID 202427657 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 22 January 2026 Background The resident first reported issues with mice entering his property which […]
Decision Case ID 202439697 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 20 January 2026 Background The property receives heating and hot water from a communal boiler, […]
Decision Case ID 202402071 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 9 December 2025 Background The resident is a tenant of the landlord. The resident reported […]
Decision Case ID 202429536 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The property is a 3-bedroom house. Since 2020, the resident raised […]
Decision Case ID 202336906 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 6 October 2025 Background The resident is an assured tenant of the landlord. The property […]
Decision Case ID 202340567 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident has been an assured tenant of a 3-bedroom semi-detached […]
Decision Case ID 202300480 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 24 October 2025 Background The resident is an assured tenant of the property, a 3-bedroom […]
Decision Case ID 202428874 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a 2-bedroom 3rd floor flat owned by […]
The complaint is about the landlord’s handling of the resident’s reports of damp and mould.
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 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 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 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: Replacement of windows in her property. Replacement of the kitchen in her property.
The complaint is about the landlord's handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s complaint.
This complaint is about the landlord’s handling of: the resident’s reports about the cost and efficiency of her heating system; the associated complaint.
The complaint concerns the landlord’s handling of the resident’s reports about a leak and the related repairs. The landlord’s complaint handling has also been investigated.
The complaint is about the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling.
The complaint is about the landlord’s handling of the resident’s: Report of a leak into the property and associated communication. Associated formal complaint.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s response to the resident’s reports that the property was not in a liveable standard when let.
The complaint is about is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about damp and mould at her previous property.
The complaint is about the landlord’s handling of the replacement of the front door. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s response to the resident’s communication preferences.
This complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the associated complaint.
The complaint is about the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
The complaint is about: The landlord’s response to the resident’s reports of bedbugs in his home. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the repair and replacement of the resident’s front door.
The complaint is about: The landlord’s response to the resident’s reports of damp and mould in the property and her request for reimbursement for items damaged by the damp and mould. The landlord’s handling of the associated complaint.
The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property.
The complaint is about the landlord’s response to the resident’s reports of repair issues with the bathroom.
The complaint is about the landlord’s handling of: The resident’s claim for damages to reimburse her for the cost of her own contractors’ works to deal with damp and water leaking through her kitchen wall. The resident’s reports of outstanding repairs to deal with damp and water leaking through her …
| 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 |