Sanctuary Housing Association (202113467)
The complaint is about:
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
Southern Housing Group Limited (202126007)
The complaint is about the landlord’s handling of the resident’s report of: Damp and mould in the property and repair to window. The complaint handling.
Southern Housing Group Limited (202204941)
The complaint is about the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB), including noise nuisance. The associated complaint.
Southwark Council (202127984)
The complaint is about: The landlord’s handling of reports of attempted break-ins to the resident’s property as well as the resident’s request for support. The landlord’s handling of the complaint.
The Riverside Group Limited (202206996)
The complaint is about the landlord’s response to the resident’s concerns about the administration of the service charge. The Ombudsman has also considered the landlord’s associated complaint handling.
The Riverside Group Limited (202219380)
The complaint is about the landlord’s response to the resident’s requests for upgrades to her property.
Tower Hamlets Homes (202107775)
The complaint is about the landlord’s handling of: Communal repairs including concerns about health and safety. Window overhaul survey. The Ombudsman has also investigated the landlord’s complaint handling.
Cornwall Housing Limited (202213342)
The resident complains about the landlord’s handling of his complaint about contractors wearing PPE.
Home Group Limited (202204375)
This complaint is about the managing agent’s response to: Damage caused by a pigeon infestation. Reports of inconsiderate use of the communal car park. Reports of insufficient cleaning of the communal bin area. Requests for a refund of service charges. This Service has also decided to investigate the managing agent’s …
Hyde Housing Association Limited (202206474)
The complaint is about the landlord’s handling of a leak in the property. The Ombudsman has also investigated the associated complaint and compensation offered.
‘Johnnie’ Johnson Housing Trust Limited (202223385)
The complaint concerns how the landlord handled the renewal of the kitchen in the property.
Metropolitan Thames Valley Housing (MTV) (202202295)
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling.
Notting Hill Genesis (NHG) (202109125)
The complaint is about the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint:
Optivo (now Southern Housing) (202222168)
The complaint is about the landlord’s handling of the resident’s requests for an urgent management move.
Shepherds Bush Housing Association Limited (202201412)
The complaint is about the landlord’s decision not to convert the loft, to provide an additional bedroom and bathroom for the resident’s son. The Ombudsman has also considered the landlord’s handing of the subsequent complaint.
Southampton City Council (202215115)
The complaint is about the landlord’s handling of the resident’s:
Southwark Council (202014501)
The complaint is about the landlord's handling of the resident's reports of noisy pipework.
The Guinness Partnership Limited (202208547)
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
Tower Hamlets Homes (202215949)
The complaint is about the landlord’s: Handling of the removal of warm air units in the resident’s property. Handling of the associated complaint.
Vivid Housing Limited (202211143)
The complaint is about the landlord’s handling of a gas safety inspection and gas repairs at the resident’s property.
London & Quadrant Housing Trust (L&Q) (202214705)
The complaint is about the landlord’s handling of: the resident’s window repairs; the associated complaint.
Camden Council (202208128)
The complaint is about the landlord’s handling of: The resident’s reports of repairs required to her wet room to make it more accessible and the resident’s reports of discrimination. The resident’s complaint.
Camden Council (202214331)
The complaint is about a request for adaptations to the balcony, including railings and netting, due to safety concerns for the resident’s daughter.
Clarion Housing Association Limited (202123207)
The complaint is about the landlord’s handling of: A leak into the resident’s property from the flat above. The associated complaint.
Clarion Housing Association Limited (202215501)
The complaint is about the landlord’s handling of the resident’s application for mutual exchange (MEX). The landlord’s complaints handling has also been investigated.
Clarion Housing Association Limited (202218786)
The complaint is about:
Gateway Housing Association Limited (202117623)
The complaint is about the landlord’s handling of: The resident’s reports of noise from the communal hallway and upstairs flat. The resident’s concerns about communal cleaning. The resident’s concerns about communal lighting and electricity use from her supply. The resident’s complaint.
Hammersmith and Fulham Council (202109735)
The complaint is about the landlord’s: response to the resident’s Freedom of Information (FOI) requests; response to the resident’s concerns about various repair issues, including: her flooring; her window; the lifts in the building; other repair issues in the property; response to the resident’s reports about antisocial behaviour (ASB); response …
LiveWest Homes Limited (202216570)
The complaint is about: The standard of cleaning to communal areas. The landlord’s lack of communication. The decoration of the lobby area. An increase in service charge. Repairs and alterations to the cladding on the building. The Ombudsman has also considered the associated complaint handling.
Notting Hill Genesis (NHG) (202012762)
The complaint is about the landlords handling of: the resident’s transfer application, and; the associated complaint handling.
Notting Hill Genesis (NHG) (202214922)
The complaint is about the landlord’s: Offer of compensation for its handling of a window replacement which allowed a leak into the property. Communication and complaints handling.
Rochdale Boroughwide Housing Limited (202213714)
The complaint is about the landlord’s:
Southern Housing Group Limited (202015888)
The complaint is about: The landlord’s handling of the resident’s reports of a rodent infestation. The landlord’s complaint handling.
Southwark Council (202126857)
The complaint is about the landlord’s handling of the resident’s reports of: A loss of heating and hot water. Leaks from upstairs properties. The Ombudsman has also considered the associated complaint handling.
Southwark Council (202128357)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour and harassment. Handling of the resident’s request to be transferred. Handling of the resident’s reports about the conduct of a member of staff. Complaints handling and record keeping.
Sovereign Housing Association Limited (202127436)
REPORT COMPLAINT 202127436 Sovereign Housing Association Limited 21 July 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 […]
Sovereign Network Homes (202126818)
The complaint is about: the landlord’s handling of the resident’s request to move home; and the associated complaint.
The Riverside Group Limited (202117955)
The complaint is about: The landlord’s handling of repairs to the communal electric car park gates. The level of the service charge raised by the landlord in respect of the electric car park gate repair. The landlord’s handling of the section 20 consultation process. The landlord’s handling of the complaint.
Vivid Housing Limited (202207002)
The complaint is about the landlord’s handling of: Repairs including mould, leaks, defective worktops and the resident’s request for it to replace the carpets in the hallway and a bedroom.
Woking Borough Council (202122187)
This complaint is about: How the landlord handled the resident’s permanent move. How the landlord handled estate and building management. How the landlord supported the resident during her move. How the landlord dealt with reports of staff misconduct.
A2Dominion Housing Group Limited (201905450)
The complaint is about the landlord’s: Handling of the leaseholder’s reports of leaks into her property which led to internal damage. Complaints handling.
Bromford Housing Group Limited (202123811)
The complaint is about the landlord’s handling of: The resident’s concerns regarding the temperature of the third bedroom within her new-build property. The associated complaint.
Clarion Housing Association Limited (202201723)
The complaint is about the landlord’s handling of: The mutual exchange and associated issues regarding the condition of the property (garden, flooring in the hallway) following the exchange. Its communication regarding the resident’s rent increase. The complaint handling.
Hammersmith and Fulham Council (202211264)
This complaint is about the landlord’s handling of: repairs in the resident’s bathroom, and; the associated complaint.
Hammersmith and Fulham Council (202223539)
The complaint is about the landlord’s: management of the resident’s rent; handling of soundproofing works and other repairs to the property, including temporary rehousing of the resident; response to the resident’s request for double glazed windows. The Ombudsman has also considered the landlord’s complaint handling.
Hexagon Housing Association Limited (202105681)
The complaint is about the landlord's handling of: sewage leaking into the resident’s property from the drainage system; and the associated decant.
Hyde Housing Association Limited (202017021)
The complaint is about the landlord’s: Record keeping. Handling of the resident’s reports of damp and mould in the property and the associated decant. Complaint handling.
Lambeth Council (202014676)
The complaint is about the landlord’s handling of: Back door repairs; Damp and mould. The Ombudsman has also investigated the landlord’s: Complaint handling; Record keeping.
London & Quadrant Housing Trust (L&Q) (202206761)
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould. Complaint handling.
Metropolitan Thames Valley Housing (MTV) (202121190)
This is about the landlord’s handling of a leak at the property. The handling of the associated complaint.
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)