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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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30 Apr 2024 Reasonable Redress Sanctuary Housing Association (202305427) Case 202305427 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s reports about damp and mould at her previous property. 30 Apr 2024 Reasonable Redress Sanctuary Housing Association (202310474) Case 202310474 · Managing Relations The complaint is about the landlord’s handling of the replacement of the front door. The Ombudsman has also considered the … 24 Apr 2024 Maladministration Sanctuary Housing Association (202213810) Case 202213810 · ASB/Abuse/Nuisance The complaint is about: The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents … 23 Apr 2024 No Maladministration Sanctuary Housing Association (202224162) Case 202224162 · ASB/Abuse/Nuisance The landlord’s response to the resident’s request for soundproofing to be installed in her property. 18 Apr 2024 No Maladministration Sanctuary Housing Association (202218569) Case 202218569 · Managing Relations This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint. 18 Apr 2024 Maladministration Sanctuary Housing Association (202230980) Case 202230980 · Managing Relations The complaint is about: The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. … 17 Apr 2024 Maladministration Sanctuary Housing Association (202304261) Case 202304261 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint. 11 Apr 2024 Maladministration Sanctuary Housing Association (202230032) Case 202230032 · Old Property Condition migrated-2025 The complaint is about the landlord’s response to the resident’s complaint about its handling of repairs to windows in her … 11 Apr 2024 Maladministration Sanctuary Housing Association (202230688) Case 202230688 · Managing Relations The complaint is about the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has … 11 Apr 2024 No Maladministration Sanctuary Housing Association (202303963) Case 202303963 · Estate Management The complaint is about: The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response … 10 Apr 2024 Partial Maladministration Sanctuary Housing Association (202224287) Case 202224287 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front … 10 Apr 2024 Partial Maladministration Sanctuary Housing Association (202229332) Case 202229332 · Managing Relations The complaint is about the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint … 28 Mar 2024 Partial Maladministration Sanctuary Housing Association (202233982) Case 202233982 · Managing Relations The complaint is about the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request … 28 Mar 2024 Partial Maladministration Sanctuary Housing Association (202304970) Case 202304970 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding … 27 Mar 2024 Reasonable Redress Sanctuary Housing Association (202300819) Case 202300819 · Information and data management The complaint is about the landlord’s response to the resident’s communication preferences. 22 Mar 2024 Maladministration Sanctuary Housing Association (202231198) Case 202231198 · Managing Relations The complaint is about the landlord’s handling of repairs to the roof of the resident’s property. This Service has also … 14 Mar 2024 Maladministration Sanctuary Housing Association (202301864) Case 202301864 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint. 8 Mar 2024 Partial Maladministration Sanctuary Housing Association (202228858) Case 202228858 · Managing Relations The complaint is about the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently … 5 Mar 2024 Partial Maladministration Sanctuary Housing Association (202209027) Case 202209027 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the … 15 Feb 2024 Maladministration Sanctuary Housing Association (202223152) Case 202223152 · Old Property Condition migrated-2025 The complaint is about: The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s concerns … 5 Feb 2024 Partial Maladministration Sanctuary Housing Association (202224742) Case 202224742 · Managing Relations The complains is about the landlord’s: Response to the resident’s reports of repairs in the property. Complaint handling. 31 Jan 2024 Maladministration Sanctuary Housing Association (202215994) Case 202215994 · ASB/Abuse/Nuisance The resident complains about the landlord’s handling of her reports of noise nuisance and antisocial behaviour. 19 Jan 2024 Partial Maladministration Sanctuary Housing Association (202216071) Case 202216071 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB) from a neighbour; Response to … 1 Dec 2023 Maladministration Sanctuary Housing Association (202300440) Case 202300440 · Old Property Condition migrated-2025 The complaint is about the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen. 30 Nov 2023 Maladministration Sanctuary Housing Association (202208663) Case 202208663 · Managing Relations The complaint is about: The landlord's handling of the resident's reports of damp and mould. The landlord's handling of the … 24 Nov 2023 Partial Maladministration Sanctuary Housing Association (202106332) Case 202106332 · ASB/Abuse/Nuisance The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about the landlord’s … 15 Nov 2023 Partial Maladministration Sanctuary Housing Association (202220517) Case 202220517 · Managing Relations The complaint is about the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to … 14 Nov 2023 Severe Maladministration Sanctuary Housing Association (202216547) Case 202216547 · Managing Relations The complaint is about the landlord’s handling of: The landlord’s response to the resident’s reports of a leak. The associated … 31 Oct 2023 Partial Maladministration Sanctuary Housing Association (202123697) Case 202123697 · Old Complaints Handling categories This complaint is about the landlord’s: Handling of the resident’s reports of inadequate hot water to the shower. Handling of … 31 Oct 2023 No Maladministration Sanctuary Housing Association (202219328) Case 202219328 · Financial The complaint is about: The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged … 31 Oct 2023 Maladministration Sanctuary Housing Association (202224898) Case 202224898 · Managing Relations The complaint is about the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint. 30 Oct 2023 Partial Maladministration Sanctuary Housing Association (202205192) Case 202205192 · Financial The complaint is about: The landlord’s response to the resident’s reports of health concerns following a fire in the bin … 27 Oct 2023 Partial Maladministration Sanctuary Housing Association (202205092) Case 202205092 · Old Property Condition migrated-2025 The complaint is about the landlord’s: 13 Oct 2023 Partial Maladministration Sanctuary Housing Association (202111146) Case 202111146 · Managing Relations The complaint is about: The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and … 4 Oct 2023 Maladministration Sanctuary Housing Association (202113649) Case 202113649 · Managing Relations The complaint is about: The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints. 29 Sep 2023 Partial Maladministration Sanctuary Housing Association (202010886) Case 202010886 · ASB/Abuse/Nuisance The landlord’s handling of: The resident’s report of a leak at the property. The resident’s reports of window disrepair. The … 29 Sep 2023 Maladministration Sanctuary Housing Association (202311457) Case 202311457 · Estate Management The complaint is about the landlord’s response to a report of a broken fence. The Ombudsman has also considered the … 27 Sep 2023 Partial Maladministration Sanctuary Housing Association (202107616) Case 202107616 · Managing Relations The complaint is about the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The … 20 Sep 2023 Partial Maladministration Sanctuary Housing Association (202201710) Case 202201710 · Financial The complaint is about: The landlord’s administration of the resident’s service charge and rent account. The landlord’s handling of the … 18 Sep 2023 Partial Maladministration Sanctuary Housing Association (202204063) Case 202204063 · Managing Relations The complaint is about the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; An … 13 Sep 2023 Reasonable Redress Sanctuary Housing Association (202125039) Case 202125039 · ASB/Abuse/Nuisance This complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the associated … 31 Aug 2023 Partial Maladministration Sanctuary Housing Association (202205675) Case 202205675 · Managing Relations The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the provisions of the … 30 Aug 2023 Partial Maladministration Sanctuary Housing Association (202111250) Case 202111250 · ASB/Abuse/Nuisance The complaint is about the landlord’s response to the resident’s: Reports of noise disturbance. Request to be transferred into a … 23 Aug 2023 Maladministration Sanctuary Housing Association (202214329) Case 202214329 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works. 22 Aug 2023 No Maladministration Sanctuary Housing Association (202214318) Case 202214318 · Financial The complaint is about: The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s … 4 Aug 2023 Partial Maladministration Sanctuary Housing Association (202204936) Case 202204936 · Estate Management The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal service provision. The Ombudsman will … 31 Jul 2023 Maladministration Sanctuary Housing Association (201914678) Case 201914678 · Estate Management The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s … 28 Jul 2023 Partial Maladministration Sanctuary Housing Association (202207260) Case 202207260 · Estate Management The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during visits. her … 25 Jul 2023 Severe Maladministration Sanctuary Housing Association (202113467) Case 202113467 · Managing Relations The complaint is about: 13 Jul 2023 Maladministration Sanctuary Housing Association (202123379) Case 202123379 · Estate Management The complaint is about: The resident’s reports of the landlord’s handling and alleged discrimination, harassment and bullying during the property …