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Housing Ombudsman Decisions

16,595 total decisions 12,049 maladministration found 2,256 no maladministration 164 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 by year

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Top landlords by volume

Decision counts
Clarion Housing Association Limited 826
London & Quadrant Housing Trust 555
Peabody Trust 533
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 365
Hyde Housing Association Limited 318

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Severe Maladministration (164) Maladministration (6,534) Partial (5,351) No Maladministration (2,256) Reasonable Redress (1,440) Mediation (235) Outside Jurisdiction (590)

Common topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group local authority november secure trust bedroom property december

Top landlords

Clarion Housing Association Limited (826) London & Quadrant Housing Trust (555) Peabody Trust (533) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (365) Hyde Housing Association Limited (318) Metropolitan Thames Valley Housing (MTV) (318) The Guinness Partnership Limited (306) Southern Housing (288) Southwark Council (271) Notting Hill Genesis (243) A2Dominion Housing Group Limited (242)
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Showing 365 of 16,595 decisions matching "Sanctuary Housing Association"

Decisions

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19 Dec 2024 Partial Maladministration Sanctuary Housing Association (202342780) Case 202342780 · Information and data management The complaint is about the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a … 19 Dec 2024 Maladministration Sanctuary Housing Association (202400281) Case 202400281 · Managing Relations The complaint is about the landlord’s: Handling of damp, mould and the decant. Staff behaviour. Handling of repairs. Complaint handling. 18 Dec 2024 Reasonable Redress Sanctuary Housing Association (202301777) Case 202301777 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s … 17 Dec 2024 Maladministration Sanctuary Housing Association (202217882) Case 202217882 · Managing Relations The complaint is about the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint … 13 Dec 2024 Partial Maladministration Sanctuary Housing Association (202306913) Case 202306913 · Managing Relations The complaint is about the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman … 3 Dec 2024 No Maladministration Sanctuary Housing Association (202319144) Case 202319144 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent … 29 Nov 2024 Reasonable Redress Sanctuary Housing Association (202308377) Case 202308377 · Old Complaints Handling categories This complaint is about the landlord’s handling of: the resident’s reports about the cost and efficiency of her heating system; … 29 Nov 2024 Reasonable Redress Sanctuary Housing Association (202311244) Case 202311244 · Old Complaints Handling categories The complaint concerns the landlord’s handling of the resident’s reports about a leak and the related repairs. The landlord’s complaint … 29 Nov 2024 Partial Maladministration Sanctuary Housing Association (202328174) Case 202328174 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and … 29 Nov 2024 Partial Maladministration Sanctuary Housing Association (202341321) Case 202341321 · Financial The complaint is about: The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint … 15 Nov 2024 No Maladministration Sanctuary Housing Association (202309564) Case 202309564 · Old Property Condition migrated-2025 The complaint is about: 12 Nov 2024 Partial Maladministration Sanctuary Housing Association (202302127) Case 202302127 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s … 29 Oct 2024 Maladministration Sanctuary Housing Association (202307070) Case 202307070 · Old Complaints Handling categories The complaint is about the landlord's handling of the resident’s reports of: Damage to the new kitchen following a leak. … 28 Oct 2024 Partial Maladministration Sanctuary Housing Association (202226029) Case 202226029 · Moving/Buying/Selling Home The complaint is about the landlord's handling of the resident's reports about works agreed when she signed up for the … 28 Oct 2024 Partial Maladministration Sanctuary Housing Association (202344392) Case 202344392 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of damp and mould in the property and its … 28 Oct 2024 Partial Maladministration Sanctuary Housing Association (202410154) Case 202410154 · Managing Relations The complaint is about the landlord’s handling of repairs and concerns reported by the resident prior to signing for the … 25 Oct 2024 Partial Maladministration Sanctuary Housing Association (202347263) Case 202347263 · Managing Relations This complaint is about the landlord’s handling of: The resident’s reports of several repairs required in the property, including damp … 23 Oct 2024 Maladministration Sanctuary Housing Association (202347040) Case 202347040 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint. 16 Oct 2024 Partial Maladministration Sanctuary Housing Association (202310602) Case 202310602 · Estate Management The complaint is about the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s … 15 Oct 2024 Partial Maladministration Sanctuary Housing Association (202307213) Case 202307213 · Financial The complaint is about the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for … 11 Oct 2024 Maladministration Sanctuary Housing Association (202324177) Case 202324177 · Managing Relations The complaint is about: The landlord’s handling of a recurring rat infestation. The landlord’s complaint handling. 11 Oct 2024 Maladministration Sanctuary Housing Association (202331738) Case 202331738 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs following a fire at … 30 Sep 2024 Partial Maladministration Sanctuary Housing Association (202317169) Case 202317169 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the kitchen … 30 Sep 2024 Reasonable Redress Sanctuary Housing Association (202341884) Case 202341884 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling. 27 Sep 2024 Maladministration Sanctuary Housing Association (202303393) Case 202303393 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of the resident’s requests for soundproofing in her property. 25 Sep 2024 Maladministration Sanctuary Housing Association (202343645) Case 202343645 · Managing Relations The complaint is about: The landlord’s handling of a leak and the associated repairs. This Service will also investigate the … 23 Sep 2024 Reasonable Redress Sanctuary Housing Association (202337287) Case 202337287 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Report of a leak into the property and associated communication. … 30 Aug 2024 Partial Maladministration Sanctuary Housing Association (202310266) Case 202310266 · Health and Safety (inc. building safety) The complaint is about the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through … 29 Aug 2024 Partial Maladministration Sanctuary Housing Association (202306588) Case 202306588 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower … 28 Aug 2024 Partial Maladministration Sanctuary Housing Association (202220062) Case 202220062 · Managing Relations The complaint is about: The landlord's handling of the resident's repair reports The landlord's complaint handling. 28 Aug 2024 Reasonable Redress Sanctuary Housing Association (202325736) Case 202325736 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour. 27 Aug 2024 Reasonable Redress Sanctuary Housing Association (202342149) Case 202342149 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports that the property was not in a liveable standard … 21 Aug 2024 Maladministration Sanctuary Housing Association (202309429) Case 202309429 · Estate Management The complaint is about the landlord’s response to the resident’s reports of: Leaks and loss of electric in the communal … 21 Aug 2024 Partial Maladministration Sanctuary Housing Association (202316345) Case 202316345 · Managing Relations The complaint is about the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The … 6 Aug 2024 No Maladministration Sanctuary Housing Association (202214078) Case 202214078 · Estate Management The complaint is about the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass … 31 Jul 2024 Partial Maladministration Sanctuary Housing Association (202303499) Case 202303499 · Old Complaints Handling categories The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe during repair works to … 31 Jul 2024 Partial Maladministration Sanctuary Housing Association (202336534) Case 202336534 · Managing Relations The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of … 29 Jul 2024 Partial Maladministration Sanctuary Housing Association (202314757) Case 202314757 · Health and Safety (inc. building safety) The complaint is about: The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal … 23 Jul 2024 Reasonable Redress Sanctuary Housing Association (202224848) Case 202224848 · Managing Relations The complaint is about is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling … 19 Jul 2024 Maladministration Sanctuary Housing Association (202224022) Case 202224022 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also … 18 Jul 2024 Partial Maladministration Sanctuary Housing Association (202304669) Case 202304669 · Managing Relations The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated … 10 Jul 2024 Partial Maladministration Sanctuary Housing Association (202226735) Case 202226735 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding … 9 Jul 2024 Partial Maladministration Sanctuary Housing Association (202228567) Case 202228567 · Managing Relations REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints … 28 Jun 2024 Partial Maladministration Sanctuary Housing Association (202323551) Case 202323551 · Managing Relations The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water … 28 Jun 2024 Maladministration Sanctuary Housing Association (202332046) Case 202332046 · Information and data management The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom. The … 30 May 2024 Maladministration Sanctuary Housing Association (202223664) Case 202223664 · Managing Relations The complaint is about: The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at … 23 May 2024 Reasonable Redress Sanctuary Housing Association (202339263) Case 202339263 · Managing Relations The complaint is about the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The … 8 May 2024 Maladministration Sanctuary Housing Association (202225565) Case 202225565 · Old Property Condition migrated-2025 This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint. 30 Apr 2024 Partial Maladministration Sanctuary Housing Association (202230602) Case 202230602 · Managing Relations The complaint is about the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and … 30 Apr 2024 Maladministration Sanctuary Housing Association (202303177) Case 202303177 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports about the repair to the communal pedestrian gate. The …