Sanctuary Housing Association — case 202401432

Decision Case ID 202401432 Decision type Investigation Landlord Sanctuary Housing Association Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 28 April 2026 Background The resident and his partner have a joint tenancy with the landlord. They live in a terraced house. In early 2024, the resident reported that wind had damaged some fencing in the garden. His complaint relates to the landlord’s response. The resident is disabled and has mobility issues.

He ultimately paid for a contractor to remove the damaged fencing. However, he could not afford to replace the fence himself. During its complaint process, the landlord said it was not obliged to repair the damaged fence. It did offer to complete a chargeable repair for the resident. It also offered him a total of £250 in compensation. This was to address his costs for removing the debris and some complaint handling issues. The resident asked us to investigate the complaint.

In summary, he felt the landlord had not taken sufficient steps to put things right. What the complaint is about The complaint is about the landlord’s: Response to the resident’s reports and concerns about damaged fencing. Complaint handling. Our decision (determination) The complaint was resolved with intervention. We have made recommendations for the landlord to put things right. Summary of reasons We contacted the landlord and provided it with a summary of our understanding of events.

This included some comments on areas that could have been handled better and what the landlord could do to resolve the resident’s complaint. Following our intervention, the landlord offered to pay the resident a further £250 in compensation. It also identified some learnings from his case. The landlord confirmed that it would take steps to implement these learnings. Both parties (the resident and the landlord) agreed to this as a resolution to the complaint. We are therefore satisfied that, following intervention, the landlord has agreed to take actions to remedy the matters.

Providing that it implements the agreed resolution, we are satisfied the complaint will be resolved fairly. Putting things right Recommendations The complaint has been resolved with intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should, within 28 days: Provide the resident with a written apology. Pay the resident a total of £500 in compensation. Tell the resident how he can arrange a chargeable repair if he wants to. Signpost him to any local support services that may be able to help him fund a new fence.

Provide us with information that shows it has taken steps to implement the learnings it identified following our intervention. The landlord may deduct from the total figure any compensation payments that it has already paid. For efficiency, it can use its apology letter to complete many of the actions listed above. The landlord should provide documentary evidence that it has completed the above actions within the specified timescale.