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 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.
| 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 |