Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 411 published decisions.
Sanctuary Housing Association's maladministration rate (69%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202411014 Housing association
No maladministration was found in the landlord's handling of the resident's reports about a neighbour's behaviour and its level of service, as it engaged appropriately with the resident, neighbour and agencies in a…
202530793 Housing association
The Ombudsman found a service failure in the landlord's handling of reports of damp and mould (including cancelling a committed inspection and prolonged repairs), maladministration in its handling of a compensation…
202538954 Housing association
The Ombudsman found reasonable redress in the landlord's handling of damp and mould reports and associated works, and in its complaint handling. The landlord acknowledged delays and poor communication, apologised,…
202401850 Housing association
The Ombudsman found no maladministration in the landlord's handling of the block's heating repairs or the lift repairs, both of which were responded to within policy timescales. It found service failure in the…
202348478 Housing association
The Ombudsman found reasonable redress in the landlord's communication about closing its local housing office reception desk and in its complaint handling. The landlord acknowledged shortcomings, apologised, and offered…
202437514 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a broken bedroom window, which was only secured with cardboard for around 6 months and completed 151 working days beyond its policy…
202532869 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and cold in the wet room and porch area, due to significant delays in progressing works, poor coordination, and…
202348022 Housing association
There was maladministration by the landlord in its handling of the resident's report of a cockroach infestation, due to a 43-day delay in acting on the report. The landlord made a reasonable offer of redress (£300)…
202413836 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's roof repair, which was delayed for over 14 months with poor communication and silo working between departments, and service failure in…
202425583 Housing association
The Ombudsman found the complaint about information given at purchase in 2013 was outside jurisdiction. It found maladministration in the landlord's handling of the resident's queries about heating costs (significant…
202348355 Housing association
The Ombudsman found the rent/service charge increase and rat infestation complaints outside jurisdiction. It found reasonable redress for the service charge query and complaint handling (based on the landlord's £400…
202401432 Housing association
The complaint about the landlord's response to damaged fencing and its complaint handling was resolved with intervention. The landlord agreed to pay £500 in compensation (deducting £250 already offered), provide a…
202533771 Housing association
The Ombudsman found service failure by the landlord in its handling of gutter repairs due to poor communication and failure to demonstrate it had ruled out ongoing problems, and reasonable redress for its complaint…
202335406 Housing association
The Ombudsman found no maladministration in the landlord's handling of rubbish disposal and pest infestation, and no maladministration in its complaint handling. It found service failure in the landlord's handling of an…
202421488 Housing association
The Ombudsman found the landlord made an offer of reasonable redress in its handling of the resident's reports of damp and mould and the complaint. The time taken to address the damp and mould was not appropriate and…
202410261 Housing association
Service failure found in the landlord's handling of damp and mould and associated repairs, where it failed to respond reasonably to the resident's health concerns and did not manage expectations about how long the works…
202401966 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports about the condition of the property when let, noting the landlord acknowledged failings, apologised, completed repairs and…
202440324 Housing association
The Ombudsman found reasonable redress in the landlord's handling of gutter repairs and the resident's complaints, and service failure in its handling of damp, mould and heating concerns and roof repairs. The landlord…
202442723 Housing association
The Ombudsman found maladministration in how the landlord handled reports of a faulty boiler, exceeding its repairs timescales by 294 days and failing to keep the resident proactively updated, and service failure in its…
202402818 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's tenancy and rent account concerns and in its handling of outstanding repairs and front garden maintenance, plus service failure in the…
202503353 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of pest reports: although the landlord raised pest control jobs that attended 13 times, it delayed arranging follow-on works recommended by pest…
202413697 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's request for a new kitchen. The landlord relied on qualified staff assessments, responded within its 45-day timescale, and offered £200…
202325359 Housing association
The landlord offered reasonable redress for its failures in handling window repairs (which took approximately 2.5 years) and in handling the resident's complaint (including a 6-month delay in escalating Complaint A and…
202343688 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about communal area maintenance and service charges, as it failed to address her service charge concerns and did not explain a…
202400237 Housing association
The landlord significantly delayed garden repair works and communicated poorly, but its offer of £1,300 compensation was found to be reasonable redress for those service failures. However, the landlord's complaint…
202336319 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the dropped kerb/disabled bay request, the windows request, and the complaint handling, but service failure in its handling of the road resurfacing…
202452495 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of the property when she moved in, due to repairs not completed within policy timescales, one repair…
202448219 Housing association
Maladministration was found in the landlord's handling of repairs to a ventilation unit (502 days from report to completion) and a glazed balcony unit (237 days from quote to replacement), due to unreasonable delays in…
202515848 Housing association
Maladministration found in the landlord's handling of damp and mould reports (water ingress identified September 2024 not resolved until October 2025, with water still entering from the roof) and other repairs (delayed…
202345441 Housing association
The landlord offered reasonable redress for its handling of the resident's concerns about being charged rent on two properties during a move, and for its complaint handling. The landlord acknowledged its poor…
202433197 Housing association
The Ombudsman found service failure in the landlord's response to boiler repairs (delayed response to an October 2024 boiler failure and failure to follow up given the resident's vulnerability) and in its complaint…
202301971 Housing association
Service failure in the landlord's handling of the resident's request to remove the warden call charge from her service charges, and in its complaint handling. Reasonable redress for its handling of the communal door…
202342242 Housing association
The Ombudsman found maladministration in the landlord's response to bathroom leaks, to leaks/damp/mould, and in its complaint handling, plus service failure regarding the windows. The landlord was ordered to apologise,…
202516965 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs: it failed to complete repairs in line with its policy timescales, did not recognise the resident's vulnerabilities, and did not fully…
202401004 Housing association
The Ombudsman found maladministration in the landlord's handling of paving/adaptation repairs to the resident's rear patio, citing repair delays and poor communication, and ordered an additional £250 plus a…
202444075 Housing association
The landlord made a reasonable offer of redress for its handling of boiler repairs following the loss of heating and hot water, including delays, a missed appointment and poor communication. There was no…
202431418 Housing association
The landlord made an offer of reasonable redress for its failures in responding to reports of damp and mould, which included prolonged delays in arranging inspections and identifying the root cause. The Ombudsman found…
202326411 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of a leak, damp and mould, and reasonable redress in its complaint handling. It made no orders, recommending the landlord pay…
202425126 Housing association
The landlord's handling of the resident's request for a new kitchen amounted to reasonable redress: it surveyed the kitchen (twice), reasonably decided repairs rather than replacement were appropriate in line with its…
202432009 Housing association
The Ombudsman found service failure in the landlord's handling of damp repairs, which exceeded routine repair timescales, had poor communication and record keeping, and could not evidence a lasting effective repair. It…
202519802 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of excess heat in her top-floor flat, due to delays, poor communication and incomplete record-keeping, and service failure in its…
202419183 Housing association
The Ombudsman found a reasonable offer of redress for the landlord's handling of damp and mould, debt incurred during a temporary decant, and the resident's complaint. The landlord acknowledged its failures, completed…
202339908 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of ASB, citing failure to update its action plan and risk assessments during 2023, inconsistent communication, missed…
202517455 Housing association
The landlord was found to have committed maladministration in its handling of reports of multiple repairs (roof leak, damp and mould, windows, and a garden gate and fence), having failed to act in line with its repairs…
202518804 Housing association
The Ombudsman found service failure in the landlord's handling of a bedroom ceiling repair involving asbestos, which remained outstanding, and ordered £600 additional compensation plus completion of the works. It found…
202421161 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's rear door: a repair that should have been done within 28 days took nearly 10 months, and the landlord's £450 offer did not…
202417319 Housing association
The Ombudsman found reasonable redress in both the landlord's response to the resident's request for external maintenance of the block and its complaint handling. The landlord's apology, £400 compensation offer, and…
202440898 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a communal heating system, due to poor communication between February and September 2024 and a failure to put things right for the resident,…
202427657 Housing association
The Ombudsman found reasonable redress in the landlord's handling of both a prolonged pest control issue and the resident's complaint. The landlord acknowledged its failings, apologised, and offered £1,050 compensation,…
202450398 Housing association
The landlord was found responsible for maladministration in its handling of window repairs, which took over 18 months to complete and involved repeated delays, poor communication, and record-keeping failures. The…
202505775 Housing association
The Ombudsman found reasonable redress in the landlord's handling of ventilation system repairs (avoidable delays due to poor record keeping during a change of building ownership, but the repair was completed and its…
202439697 Housing association
The landlord made a reasonable offer of redress (£544 credited to the rent account) for its handling of repairs to the heating and hot water system after a communal boiler failure left the resident without heating and…
202433492 Housing association
There was maladministration in the landlord's responses to the resident's concerns about the survey and associated repairs, due to repair delays, poor communication, and failure to respond to window replacement…
202340222 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's outstanding repairs (poor communication, delay, and failure to complete repairs/checks before letting the property) and service failure…
202406879 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports and service failure in its handling of boiler repairs, communal area maintenance, the Right to Buy enquiry, and complaint handling. The…
202347034 Housing association
The landlord was found to have provided reasonable redress for its handling of kitchen repairs, having acknowledged failings, apologised, offered compensation and completed the repairs. However, service failure was…
202515635 Housing association
The Ombudsman found maladministration in the landlord's handling of long-standing leaks and related repairs, and service failure in its complaint handling. It ordered the landlord to pay £705 in additional compensation…
202432443 Housing association
The resident, a leaseholder, complained about the standard and frequency of communal cleaning in the block and the associated service charges. The Ombudsman found no maladministration in how the landlord handled…
202515263 Housing association
The Ombudsman found maladministration in the landlord's handling of property condition reports at the point of mutual exchange: it did not respond to a reported health hazard (faeces) within its 24-hour emergency…
202402071 Housing association
The Ombudsman found the landlord's offer of redress (totalling £1125) resolved errors in its handling of rising damp and mould repairs and the associated complaint handling. The landlord accepted lengthy delays in…
202439524 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's request for adaptations and associated rehousing request, citing prolonged delays, poor communication and the burden placed on…
202335314 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of ASB, as it acknowledged failings under its ASB policy and offered proportionate compensation of £600, but found…
202419921 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of property defects (draughts, the kitchen extractor fan, the front door recess and garden waterlogging) and maladministration…
202503823 Housing association
Service failure in the landlord's handling of damp and mould reports (repairs completed 123 days over target, lack of vulnerability consideration and risk assessment), maladministration in its handling of aids and…
202430579 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of insect infestations: it failed to apply its pest policy for blocks and treated flats individually rather than the building as…
202430575 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to succeed her late father's tenancy (a decision taking over a year, poor communication and record-keeping), service failure in…
202412843 Housing association
The Ombudsman found maladministration in how the landlord handled a roof leak, the resulting internal damage to plaster, skirting boards and ceiling cracks, the resident's requests for compensation for damaged…
202411628 Housing association
The landlord's response to reports of a roof leak causing damp and mould in a bedroom amounted to service failure, due to delays raising and completing repairs, ineffective works and poor communication, and because its…
202412363 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about antisocial behaviour and the gas meter position, but found maladministration in the landlord's handling of the resident's request to…
202429536 Housing association
The landlord made an offer of reasonable redress resolving the complaint about its handling of door repairs and the associated complaint. The landlord's delay in replacing the door amounted to maladministration, but its…
202342877 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of banging pipes (delayed investigation and failure to gain access to a neighbouring property, around 16 months), service failure in its…
202504313 Housing association
The Ombudsman found maladministration both in the landlord's response to a leak (delays in contacting the local authority, failure to tailor services to the resident's vulnerabilities, and failure to offer a…
202428785 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of flooding and the subsequent damage, and reasonable redress in its complaint handling. The landlord responded to the emergency…
202418488 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of rising damp (extensive delays in surveys and repairs, poor communication, and delays in the section 20 consultation) and maladministration…
202340521 Housing association
The Ombudsman found service failure in the landlord's handling of a roof leak repair, due to poor communication and unreasonable delays and ineffective contractor/approval processes, and reasonable redress in its…
202343871 Housing association
The Ombudsman found maladministration in the landlord's handling of planned repairs to the building, including associated damp and damage, due to delays in assessing temporary repairs, delays in the section 20 process…
202331975 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's front door replacement request, due to excessive delays (the door was replaced just over 2 years after the initial report), failure to…
202404880 Housing association
The Ombudsman found the staff conduct complaint outside jurisdiction, reasonable redress for the landlord's handling of the kitchen, damp and mould repairs and for its complaint handling, and maladministration for its…
202450021 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs at the property, including a sinkhole in the garden, because it repeatedly failed to act within its repair timeframes, excessively delayed key…
202413206 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the bedroom air vent and window repairs (delays beyond policy timescales and inadequate remedy), and reasonable redress in its handling…
202336033 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould, with unreasonable delays in resolving the leak (about 25 months), poor record keeping and inconsistent communication; the…
202531652 Housing association
The Ombudsman found the complaint about the level of the service charge increase outside jurisdiction, no maladministration in the landlord's explanation of the increase, but maladministration in its complaint handling:…
202417825 Housing association
The landlord made a reasonable offer of redress (£125 goodwill gesture) which resolves the resident's complaint about delays in repairing a broken toilet handle and resulting flushing issues. The Ombudsman found no…
202440846 Housing association
The Ombudsman found maladministration in the landlord's handling of hot water and heating repairs, which was reactive rather than proactive, with emergency repairs not raised promptly on at least four occasions and poor…
202423876 Housing association
The Ombudsman found service failure in the landlord's handling of a front path repair: it did not escalate the repair for a vulnerable resident in line with its policy, failed to complete a risk assessment for the…
202348371 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about her housing banding position and in its complaint handling, ordering £350 compensation plus an apology and reviews. The…
202427949 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould, which took far longer than its repairs policy allowed and was poorly communicated, causing significant distress. It found…
202340567 Housing association
The Ombudsman found reasonable redress on both complaint heads. The landlord's staff took photographs of the resident's personal belongings while treating mould in his bathroom without first asking permission; the…
202405207 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of damp, as it was entitled to rely on its expert's opinion that the conservatory the resident added was the likely cause. It…
202447739 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak into the property, because the roof repairs remained incomplete long after the landlord's offer of compensation, with no reasonable explanation…
202300480 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports of roof leaks and repairs and the associated formal complaint. The landlord fully acknowledged its service failures…
202402777 Housing association
The Ombudsman found the landlord's £250 offer of redress appropriately resolved errors in its handling of the heating and hot water issues (reasonable redress), but there was service failure in its complaint handling…
202428874 Housing association
The landlord failed to give the resident notice of a rent and service charge increase and did not adequately address his concerns (including a data-sharing concern) at stage 1 of its complaints process. The Ombudsman…
202443527 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak and associated damp and mould, and in its complaint handling. The landlord failed to inspect the roof for around 20 months after the…
202421125 Housing association
The Ombudsman found maladministration in the landlord's communication about an insurance excess fee and in its complaint handling. The landlord gave the resident incorrect information that she was liable for the £750…
202411119 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of neighbour nuisance, because it failed to carry out a vulnerability assessment, failed to act on notice of the resident's mental…
202338359 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the communal front door (delays, poor communication and poor record-keeping), service failure in its handling of grounds…
202336906 Housing association
The Ombudsman found the landlord offered reasonable redress for its handling of the resident's reports about the condition of the conservatory roof, which involved delays completing repairs and poor communication, and…
202343098 Housing association
The Ombudsman found no maladministration in the landlord's handling of a loss of heating and hot water or of lift repairs, but maladministration in its handling of repairs to the communal door due to poor record…
202451004 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, which remained unresolved from January 2023 to March 2025 due to lack of appointment notice, contractor…
202440611 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould following earlier court-settled works. The Ombudsman found the landlord had offered redress prior to investigation which…
202428174 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's requests to cut back trees overhanging the rear of the property (extended delays and poor communication) and in its handling of the…
202418016 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of water ingress from the roof and skylight and the resulting ceiling damage, and in its complaint handling, but…
202502718 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, including delays in raising and completing mould-wash works and in assessing a temporary move despite known…
202450951 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, including a 19-month delay in putting the issue right, failure to act until Environmental Health became…
202429025 Housing association
The Ombudsman found maladministration in the landlord's handling of a repair to a plastered wall (the replastering took about 25 weeks against a promised 4 weeks, and decoration/making good of the door surround was not…
202339707 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports that possessions were disposed of without consent, but found service failure in the landlord's complaint handling due to…
202346063 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks, damp, mould and subsequent repairs, citing delays in setting out and approving work, a lack of proactive updates, and a failure to consider…
202502044 Housing association
The complaint about the landlord's handling of bathroom repairs was resolved with intervention under paragraph 53.c of the Scheme, after the landlord agreed to pay £375 compensation, apologise for the delays and confirm…
202500351 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, not because of the repairs response itself (which was largely prompt and reasonable), but because the…
202346463 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's pest concerns: it did not resolve the fence repair, the condition of the neighbour's garden, or the poor use of communal bins, did not…
202338653 Housing association
The Ombudsman found service failure in the landlord's handling of the information given during the resident's housing application, the condition of the property and repairs on move-in, and the associated complaint. It…
202422260 Housing association
The landlord failed to follow its defects procedure when the resident reported a defective rear garden fence, leaving the repair unresolved for around 8 months and resulting in a mismatched fence; it also failed to…
202325357 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould repairs in the bathroom, as repairs were scheduled outside its 28-day policy without explanation and it failed to follow through on the…
202344107 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to repair or replace her windows and doors, citing repeated repairs falling outside its 28-day timescale, poor communication and…
202348283 Housing association
The landlord delayed completing kitchen repairs and resolving damp and mould at the resident's property for over six months, and made errors in its complaint handling. The Ombudsman found the landlord's prior offers of…
202343564 Housing association
The complaint concerned the landlord's decision to open the communal door of the resident's retirement-community building for public access during set hours. The Ombudsman found the landlord acted within its…
202446528 Housing association
The Ombudsman found reasonable redress for the landlord's handling of structural remedial works and storage heater repairs (delays of 15 and 13 months respectively), maladministration for delays in the bathroom fan/damp…
202441297 Housing association
Severe maladministration was found in the landlord's response to the resident's repair requests and associated damp and mould, including a serious roof leak left unaddressed for 19 months, delayed kitchen and bathroom…
202449844 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, citing delays, poor communication and a failure to follow its vulnerable customer policy; it ordered £600 compensation…
202447372 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a faulty hot water cylinder, citing missed repair timescales, incomplete diagnosis and poor oversight. The landlord was…
202344212 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of water in the communal lift pit, as the £500 offered adequately compensated for the loss of amenity during the excessive lift outage. It…
202447306 Housing association
The landlord significantly delayed repairing the guttering, fascia, soffits and gable end (outstanding 15 months) and repairing a roof leak (outstanding 8 months), both due to poor handling; the Ombudsman found…
202441504 Housing association
The resident, a leaseholder, reported damp and mould which the landlord initially agreed to repair but later determined were not its responsibility, failing to communicate this for 7 months. The Ombudsman found…
202420940 Housing association
The complaint concerned the landlord's handling of a roof repair and the resident's reports of damp and mould. The landlord inspected several times, found the property dry and mould free each time, and acknowledged…
202419490 Housing association
The Ombudsman found the landlord's offer of £1,132 in compensation satisfactorily resolved the complaint about its handling of repairs and the resident's compensation requests, and about its complaints handling,…
202318542 Housing association
The Ombudsman found the landlord gave due consideration to the resident's reports of noise nuisance from an extractor fan and of communal lights being left on, and that its responses were reasonable. It identified…
202422397 Housing association
The landlord took 68 days to repair a defective toilet, beyond its 45-day repair timeframe, and its communication was not proactive. However, it recognised its failings at each complaint stage, offered and paid…
202447865 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp: there were significant delays progressing the repairs (including a lengthy delay after the contractor's April 2023…
202337495 Housing association
The Ombudsman found an offer of reasonable redress in the landlord's handling of the resident's reports of heating issues (the landlord's £200 reimbursement and £375 compensation were proportionate), but…
202340788 Housing association
The complaint concerned the landlord's handling of repairs to the resident's electric shower, which became scalding hot and left him without full bathroom facilities for around five months. The Ombudsman found the…
202427340 Housing association
Severe maladministration was found in the landlord's handling of the resident's longstanding damp and mould reports, due to extensive delays (mould treatment completed ~27 months after the report), poor record keeping,…
202324133 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's front and back doors, due to delays, missed inspections, poor record-keeping and failures to respond, and ordered it to…
202428716 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour (noise nuisance), and maladministration in its complaint handling. It ordered a total of £550…
202409928 Housing association
The landlord's offer of redress satisfactorily resolved the resident's complaint about delays repairing a faulty immersion heater (reasonable redress), and there was no maladministration in its response to a reported…
202337231 Housing association
The landlord delayed a garage door repair for 9 months and failed to maintain effective communication, but its total compensation offer of £793 was found to be reasonable redress. The landlord's complaint handling was a…
202451429 Housing association
The Ombudsman found maladministration in the landlord's handling of outstanding repairs (guttering, drains, roof tiling, heating, kitchen and shower) and in its complaint handling. Repairs remained outstanding from…
202450881 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's storage heaters and of the resident's increased electricity costs, ordering £700 compensation and an apology. It found…
202419673 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports and of the OT referral to assess her needs, both of which involved significant delays, poor communication and a…
202322712 Housing association
The Ombudsman found maladministration in the landlord's handling of communal lift repairs: repeated repair requests without an effective lasting repair over a protracted period, limited repair records, a lack of…
202302230 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports about her water system and water quality. It identified unreasonable and unexplained delays in carrying out works (including the…
202447232 Housing association
The Ombudsman found maladministration in the landlord's response to both a leak from the resident's toilet and the damage it caused, and to the resident's reports of damp and mould and associated repairs. The landlord…
202326314 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and in its handling of the associated formal complaint. It found the landlord failed to act on the October…
202432142 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of damp and mould, which remained unresolved 17 months after the first report, and maladministration in its complaint…
202431769 Housing association
The landlord's handling of the resident's reports of damp and mould from December 2023 amounted to severe maladministration: the repairs were not resolved after 18 months, it missed its own repair timescales, failed to…
202344890 Housing association
Maladministration found in the landlord's handling of a leak and associated flooring repairs (leaving the resident with warped flooring for over 12 months) and in its handling of damp and mould (9-month delay obtaining…
202325776 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for a driveway due to a medical condition, as it failed to follow its Aids and Adaptations Procedure, mistakenly believed the OT…
202322989 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a leak in the rear garden and associated repairs, as some repairs (garden slabs and concrete step) remained outstanding, though it did not…
202443875 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's fire safety concerns about a hoarded neighbouring property, and in its handling of the resident's complaint. It ordered the landlord to…
202327787 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of damage to her gutter and a resulting leak, because it failed to treat the reported ceiling leak as an urgent repair and…
202425718 Housing association
The complaint concerned the landlord's response to damp in the resident's home. The Ombudsman determined the complaint is outside its jurisdiction because the same matters are the subject of ongoing county court housing…
202408351 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak, because although it made fair compensation offers it failed to properly investigate and respond to concerns about…
202312713 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould: it unreasonably delayed surveying the cause, failed to proactively engage the developer during the defect…
202406571 Housing association
The Ombudsman found maladministration in the landlord's response to reports of damp and mould and service failure in its complaint handling. It ordered the landlord to apologise, pay compensation, and complete a further…
202422105 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to repair her roof: the repair took far longer than its policy timescales allowed and its communication throughout was poor,…
202417848 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and defects, given significant failures and delays (with at least a six-year delay in remedying the defects),…
202437918 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of outstanding repairs, including damp and mould, citing delays, poor communication, and repairs still outstanding well after the…
202414577 Housing association
The landlord resolved the complaint through the Ombudsman's early resolution process, following the Ombudsman's intervention. It offered a total of £2,600 compensation, completed the outstanding roof and internal…
202422502 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's asbestos concerns: it failed to record the known asbestos on its repair records (so an operative was unaware), and after discovering a…
202313625 Housing association
The landlord failed to respond to the resident's repeated reports about a neighbour's car blocking the path to her property, gave confusing information, delayed addressing the neighbour's tenancy breach, and repeatedly…
202230351 Housing association
The Ombudsman found maladministration in the landlord's handling of prolonged guttering and facia board repairs causing recurring damp and mould, ordering £1,830 total compensation, but found the landlord's £300 offer…
202421010 Housing association
The Ombudsman found maladministration in the landlord's handling of leaks into the property: it failed to progress its investigation after its contractor could not identify the leak, delayed approving scaffolding works,…
202411555 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a kitchen multi-plug socket repair (delays, poor record-keeping, lack of written timescales, inadequate contractor oversight…
202425499 Housing association
The complaint concerned the landlord's handling of repairs to the resident's roof (linked to damp and mould) and its complaint handling. Following the Ombudsman's intervention, the landlord agreed to complete the…
202415885 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's toilet and their compensation request: it failed to investigate the cause of the blockages, missed its repair-policy…
202304263 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns that a faulty boiler caused increased electricity bills, citing an almost 8-month delay in replacing the boiler, the need for…
202313926 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of disrepair to the front door, due to multiple failures and an unreasonable delay of over two years in providing a resolution,…
202318273 Housing association
The landlord delayed repairing the resident's blocked drain and communicated poorly by agreeing to repair/replace the patio and later withdrawing that offer; its £250 offer was found to be reasonable redress. Its stage…
202408768 Housing association
The Ombudsman found maladministration in the housing association's handling of the resident's reports of a loss of heating and hot water. Although the landlord carried out repairs and provided a fan heater, it failed to…
202304492 Housing association
The Ombudsman found the landlord offered reasonable redress for sending an out-of-date letter requesting access to complete electrical testing, for unannounced visits to the property, and for its complaint handling.…
202346635 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of a radiator not heating properly. The landlord logged the repair when first reported and completed it within 41 days, in…
202325425 Housing association
The resident complained that the landlord breached the Data Protection Act 2018 by unlawfully retaining his bank details. The Ombudsman determined the complaint was not within its jurisdiction, as such data protection…
202316571 Housing association
The Ombudsman found reasonable redress in respect of the landlord's response to the resident's concerns about the condition of the block's communal areas, and service failure in respect of its complaint handling. The…
202311609 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of repairs to the bathroom floor, due to record-keeping issues and failures to act on the resident's further contacts, and maladministration in…
202416237 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould — it took over four months for a roofing specialist to attend after water ingress from the roof was identified, jobs were not…
202406391 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of a roof leak and subsequent damp and mould, and in its associated complaint handling. The landlord had already offered £1,250…
202343637 Housing association
The landlord was found to have maladministration in its handling of kitchen repairs following damp works, due to the excessive delay (over 19 months beyond its 28-day timescale), poor communication and lack of updates,…
202320521 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's hot water system repairs and replacement. The landlord unreasonably delayed carrying out effective repairs and offering alternative…
202404585 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's request to replace the front door and windows. There were excessive delays, poor communication and no evidence it properly investigated…
202232986 Housing association
The Ombudsman found the landlord's handling of the resident's requests to replace her windows and kitchen was inadequate — it delayed obtaining and progressing quotes for the windows, communicated poorly, and delayed…
202419288 Housing association
The Ombudsman found a service failure in the landlord's handling of the resident's report of a roof leak and subsequent damp and mould: it did not attend within 24 hours, did not proactively update or diagnose early,…
202330672 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, ordering an additional £100 compensation on top of the £50 already offered, plus an apology and confirmation of…
202318865 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of water ingress through the bathroom ceiling, which it failed to treat as an emergency and left unresolved for around two…
202412636 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a leak, which remained outstanding for over 12 months with around 10 failed appointments, causing significant distress and inconvenience. It…
202412654 Housing association
The complaint concerned the landlord's handling of damp and mould, the resident's request to transfer to another property, and the associated complaint. The Ombudsman found service failure in the damp and mould handling…
202346145 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and Housing Officer communication (including failures to complete vulnerability assessments, assess the neighbour's…
202233731 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's ASB reports and in its handling of repairs to the communal building front door (which took about 6 months to complete an emergency…
202418136 Housing association
The landlord provided reasonable redress for delays repairing a bedroom window (it acknowledged the failings and offered compensation that reflected the adverse effect), and there was no maladministration in its…
202327534 Housing association
The Ombudsman found a service failure in the landlord's handling of the installation of loft insulation and the resident's request for new front and back doors: the new insulation was installed several months after the…
202303854 Housing association
The landlord provided reasonable redress for its handling of a radiator leak and loss of heating/hot water, but there was service failure in its response to the loss of upstairs electrics, severe maladministration in…
202314679 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak into the resident's property which resulted in damp and mould, because of a further unreasonable delay in arranging and completing the remedial…
202327487 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, as it failed to replace all the air bricks recommended in the resident's independent survey and did not…
202218853 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak and associated repairs, and in its complaint handling, because the compensation offered was appropriate for the failings identified. However,…
202337623 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of ongoing leaks, damp and mould and the subsequent repairs, which took nearly two years to resolve. It found…
202318899 Housing association
The landlord was not proactive in completing repairs to the resident's draughty windows and damaged kitchen worktop, leaving the disrepair unresolved over roughly 2.5 years — maladministration. There was also service…
202401611 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's shower tray repairs and window repairs, and found the landlord had offered reasonable redress that resolved the complaints about the…
202409994 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of issues with the storage heaters: it failed to obtain detailed findings from its contractors, did not evidence…
202400281 Housing association
The Ombudsman found severe maladministration in the landlord's handling of damp, mould and the decant, and maladministration in its staff behaviour, its handling of repairs and its complaint handling. It ordered a…
202342780 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a pest infestation and related repairs, and severe maladministration in its handling of a leak and damage to the water tank…
202301777 Housing association
The Ombudsman found reasonable redress by the landlord on all three heads: its handling of asbestos concerns (unclear information and failure to respond to the resident's request for asbestos information, causing…
202217882 Housing association
The Ombudsman found maladministration in the landlord's handling of repeated sewage back-surge floods, as it left the resident and child in a hazardous property for 15 weeks without interim action or a further decant,…
202306913 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about scaffolding, which it failed to address for around six months. It found reasonable redress for the landlord's handling of…
202319144 Housing association
The Ombudsman found no maladministration in the landlord's handling of measures to prevent birds sitting on the resident's roof (it was entitled to rely on its surveyor's expert opinion), reasonable redress for two…
202341321 Housing association
The Ombudsman found service failure in the landlord's handling of damp and mould (particularly its investigation into the causes) and in its handling of roof repairs (failure to manage its contractor effectively,…
202328174 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the windows and front door (delays, poor communication and no clear process for considering window replacement), and…
202311244 Housing association
The landlord mishandled the resident's reports of a kitchen radiator leak and related repairs, with poor communication, poor record-keeping and a failure to understand its obligations, and also delayed and confused its…
202308377 Housing association
The complaint concerned the landlord's handling of the resident's reports about the cost and efficiency of her heating system, and its handling of the associated complaint. The Ombudsman found reasonable redress on both…
202309564 Housing association
The Ombudsman found no maladministration in the landlord's handling of repairs to the front door or in its response to the resident's reports about damp and mould. A minor failing was identified in the front door…
202302127 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the bathroom and of a broken extractor fan, and found reasonable redress for its handling of the motorised skylight window…
202307070 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damage to the new kitchen following a leak, citing prolonged delays, poor record keeping, poor communication and an unreasonable instruction…
202410154 Housing association
The Ombudsman found severe maladministration in the landlord's handling of repairs and concerns raised before and shortly after the tenancy began at a supported-living flat, which left the resident unable to move in for…
202344392 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and its handling of the required repairs, which took around 1 year and 9 months to complete amid repeated…
202226029 Housing association
The Ombudsman found the landlord's substantial compensation (£1,872) for delayed sign-up and garden works amounted to reasonable redress, but found service failure in its complaint handling, ordering a further £50…
202347263 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of several repairs, including damp and mould, and found reasonable redress for the associated complaint handling. The landlord was…
202347040 Housing association
The Ombudsman found a service failure in the landlord's handling of damp and mould at the resident's property (delays in investigating and completing works) and a service failure in its handling of the associated…
202310602 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the communal lighting: there were significant communication failures with its contractor, failed access attempts, and no lasting repair…
202307213 Housing association
The Ombudsman found service failure in the landlord's response to reports of a soil stack repair, which took almost 18 months to be temporarily repaired, with outstanding questions about the quality of the repair. It…
202331738 Housing association
The Ombudsman found service failure in the landlord's response to the resident's complaint about its handling of repairs following a fire at a neighbouring property and damp and mould caused by repair delays. There were…
202324177 Housing association
The Ombudsman found maladministration in the landlord's handling of a recurring rat infestation and service failure in its complaint handling. The landlord was ordered to pay £1,575 in compensation and to write to the…
202341884 Housing association
The Ombudsman found reasonable redress for the landlord's service failures in its response to the resident's reports about damp and mould and bedbugs, and in its complaints handling. The landlord acknowledged its…
202317169 Housing association
The Ombudsman considered a housing association's handling of several repairs (asbestos flooring removal, kitchen flooring and sockets, a bathroom leak, bathroom mould, a bedroom leak and flooring, and leaking living…
202343645 Housing association
The Ombudsman found severe maladministration in the landlord's handling of a roof leak and the associated repairs, which left widespread mould untreated and repairs delayed over about two and a half years, and…
202303393 Housing association
The landlord's handling of the resident's requests for soundproofing to address noise nuisance was confused, with unclear communication and an unreasonable delay in explaining that it would install noise recording…
202337287 Housing association
The Ombudsman found the landlord failed in its handling of the resident's leak report and associated communication, and in its complaint handling, but that the redress offered at stage 2 (apology and £1,650…
202310266 Housing association
The Ombudsman found service failure in the landlord's handling of a boiler replacement, issues with the resident's electricity supply, and a leak through the living room ceiling, and reasonable redress in its handling…
202306588 Housing association
The Ombudsman found maladministration in the landlord's handling of reports about the boiler, radiator and shower repairs, ordering an additional £200 compensation. It found reasonable redress for the landlord's…
202325736 Housing association
The complaint concerns the landlord's handling of the resident's reports of anti-social behaviour and harassment by a neighbour. The Ombudsman found some service failures — a 47 working-day delay in opening an ASB case…
202220062 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's repair reports due to excessive delays, failure to raise works promptly, and poor oversight across multiple repairs including the front…
202342149 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's reports that the property was not in a liveable standard when let. The landlord missed an opportunity to clarify the kitchen's…
202316345 Housing association
The Ombudsman found maladministration in the landlord's handling of support for the resident after she moved into its supported housing, as it did not provide adequate support or complete a timely support assessment,…
202309429 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks and loss of electric in the communal area, asbestos in the communal ceilings, a mice infestation, and its complaint…
202214078 Housing association
The Ombudsman found no maladministration in the landlord's handling of shed repairs, front porch repairs, and tree/grass cutting, as these were either not the landlord's responsibility or were handled within policy.…
202336534 Housing association
The landlord took over three and a half years to complete damp-related repairs, which the Ombudsman found amounted to severe maladministration; its handling of the associated complaint was maladministration, while its…
202303499 Housing association
The Ombudsman found service failure in the landlord's response to the resident's request for reimbursement for damage to his fitted wardrobe during repair works, owing to poor communication, delays and a failure to take…
202314757 Housing association
The Ombudsman found no maladministration in the landlord's decision that the resident could not store her electric wheelchair in the communal corridor due to fire safety concerns, as this was in line with its mobility…
202224848 Housing association
The Ombudsman found reasonable redress for both the landlord's handling of damp and mould reports and its complaint handling, as the landlord had already offered £700 compensation prior to investigation which…
202224022 Housing association
The Ombudsman found severe maladministration in the landlord's handling of subsidence at the property, including major delays, poor communication and record keeping, no risk assessment or decant offered to a disabled…
202304669 Housing association
The Ombudsman found service failure in the landlord's handling of squirrels in the loft and associated repairs — it failed to act on its pest control contractor's recommendations, delayed addressing damaged electrical…
202226735 Housing association
The Ombudsman found service failure in the landlord's ASB response and complaint handling, but no maladministration regarding reports of bird feeding, ordering £245 total compensation.
202228567 Housing association
The Ombudsman found maladministration in the landlord's handling of fuseboard, damp and garden flooding repairs and its record keeping, and service failure in its handling of boiler, fascia/guttering, and ceiling…
202332046 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports about insulation, windows, door and the bathroom, and in its record keeping, and maladministration in its complaint handling. It…
202323551 Housing association
The Ombudsman found reasonable redress in the landlord's handling of repairs to the resident's heating and hot water system and of other repairs (toilet, front and rear doors), and a service failure in its handling of…
202223664 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak and resultant damp and mould, and service failure in its complaint handling. It ordered a senior staff apology, £950 total compensation…
202339263 Housing association
The landlord failed to progress approval of a bathroom repairs quote and left damp and mould works outstanding from spring 2023 until March 2024, and it also delayed logging the resident's complaint and escalation…
202225565 Housing association
The Ombudsman found service failure in the landlord's responsive repairs service and complaint handling, ordering it to pay the £1,922 it had already offered and arrange outstanding repairs.
202310474 Housing association
The complaint concerned the landlord's handling of the replacement of the resident's front door (including a burglary-damaged insecure door, a missed installation appointment and delays) and its handling of the…
202305427 Housing association
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of damp and mould at her previous property. It identified service failings (delays, miscommunication and a delayed window…
202303177 Housing association
The Ombudsman found service failure in the landlord's handling of the repair to the communal pedestrian gate, which was significantly delayed (reported March 2022, completed December 2022) largely due to poor internal…
202230602 Housing association
The Ombudsman found maladministration in the landlord's handling of damp, mould, and ventilation issues that left the resident unable to use her bathroom for around 3 years, delayed roof and window repairs, a lack of…
202213810 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association for its handling of a resident's reports of noise nuisance and for its handling of the resident's complaint about poor staff conduct. The landlord…
202224162 Housing association
The Ombudsman found no maladministration in the landlord's decision not to install soundproofing, as it had investigated the resident's concerns and found no defects causing noise transference. A recommendation was made…
202230980 Housing association
The Ombudsman found maladministration in the landlord's handling of long-outstanding window/door and storage heater repairs, service failure in bathroom repair handling and complaint investigation, and ordered £800…
202304261 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould — insufficient investigation of the cause, failure to act on its own contractors' advice, delays, no interim…
202218569 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's boiler concerns, as the landlord responded promptly, undertook inspections and independent surveys, and offered £500 compensation for…
202303963 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about a lack of security lighting, as the landlord was not aware of the fault before the incident and repaired it within its…
202230688 Housing association
The Ombudsman found maladministration in the landlord's application of anti-mould treatment solution and service failure in its complaint handling, ordering an apology and £450 total compensation, inclusive of a £150…
202230032 Housing association
The Ombudsman found service failure in the landlord's handling of window repairs that took around 4.5 years to resolve, ordering payment of the previously offered £550 compensation and a written apology.
202229332 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs and its handling of the resident's complaint and possessions claim, ordering £1,000 total compensation; the health-impact…
202224287 Housing association
The Ombudsman found reasonable redress for the landlord's handling of hot water repairs, but maladministration in its handling of front door repairs and replacement due to a 20-day quote approval delay, incomplete…
202304970 Housing association
The Ombudsman found the landlord's handling of the resident's reports of no heating or hot water amounted to reasonable redress, as its offer of compensation was proportionate and in line with remedies guidance.…
202233982 Housing association
The Ombudsman found maladministration in the landlord's response to reports of pest infestations (it inappropriately issued a notice of seeking possession to a vulnerable resident without evidence of a tenancy breach),…
202300819 Housing association
The complaint concerned the landlord's response to the resident's communication preferences after he asked for his phone number to be removed and to be contacted by email only. Although the landlord failed to honour…
202231198 Housing association
The Ombudsman found maladministration in the landlord's handling of roof repairs that took 6 months to complete, including incorrect information given to the resident, and service failure in its complaint handling,…
202301864 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of leaks into the property, which took over 85 weeks to resolve and caused substantial damage, and maladministration in its…
202228858 Housing association
The Ombudsman found maladministration in the landlord's handling of a poorly insulated, cold bedroom, as it relied on inconsistent survey evidence and failed to fully investigate over a long period affecting the family,…
202209027 Housing association
The Ombudsman found service failure in the landlord's handling of noise nuisance reports due to delays in installing monitoring equipment, poor communication, misleading information about legal action, and failure to…
202223152 Housing association
The Ombudsman found maladministration in the landlord's handling of long-outstanding repairs, including asbestos-related porch works outstanding over 3 years, a 4-month toilet leak, and an unresolved trip-hazard…
202224742 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, ordering a further £850 compensation on top of £800 already offered; the landlord's complaint handling was found to have offered reasonable…
202215994 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association in its handling of a resident's reports of noise nuisance and antisocial behaviour. The landlord failed to complete a risk assessment, provide…
202216071 Housing association
The landlord failed to respond appropriately to the resident's reports of antisocial behaviour from a neighbour for approximately 6 months, and its handling of concerns about the scheme manager fell below expected…
202107616 Housing association
The Ombudsman found severe maladministration for the landlord's handling of repairs reported in May and July 2021, which left the resident with unresolved damp, mould and condensation for 17 months and repeated failures…
202300440 Housing association
The Ombudsman found maladministration in the landlord's handling of both the resident's reported leaks and the repairs to the resident's kitchen, including failing to fix the leak in a reasonable timescale, repeated…
202208663 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association in its handling of a resident's reports of damp and mould, and in its handling of wet room and boiler repairs. There was service failure in its…
202106332 Housing association
The Ombudsman found maladministration for the landlord's failure to investigate reports of operatives entering the resident's garden without permission, and for taking two years to accommodate the resident's…
202220517 Housing association
The Ombudsman found severe maladministration in the landlord's handling of pathway repairs (over a year delay leaving the resident unable to access his property), and maladministration in its handling of stairlift…
202224898 Housing association
The Ombudsman found severe maladministration in the landlord's continued failure to repair a leaking roof, and maladministration in complaint handling, ordering a further £1,150 compensation, a senior leader apology, a…
202219328 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould, as it responded promptly, arranged a damp survey, and took proactive steps to improve ventilation. It also found no…
202205192 Housing association
The Ombudsman found service failure in the landlord's response to the resident's health concerns following a bin store fire (delayed attendance, inadequate response to mental health/safeguarding concerns) and in its…
202205092 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of repairs to paving slabs, as the landlord acknowledged delays, offered £125 compensation, and acted on occupational therapy recommendations.…
202111146 Housing association
The landlord took 692 days to complete a ceiling repair following a leak, with delays in authorising works, a contractor waiver dispute, and failure to take control of the situation. The Ombudsman found the landlord's…
202113649 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs, including delays in radiator replacement, recurring front door issues, poor communication about electrical works, and failure to promptly…
202311457 Housing association
The Ombudsman found maladministration in the landlord's handling of a broken fence replacement: despite accepting responsibility from the outset, it failed to complete the work within a reasonable timescale, lacked…
202010886 Housing association
The Ombudsman found service failure for the leak handling, maladministration for window disrepair (8-month delay) and noise transfer (unprogressed acoustic survey), and reasonable redress for heaters and complaint…
202201710 Housing association
The landlord made multiple errors in administering the resident's shared ownership service charge account, including sending incorrect charge information, processing an unwarranted refund, and failing to correct its…
202204063 Housing association
The Ombudsman found no maladministration in the landlord's response to rotten floorboards and water ingress, but found maladministration in its response to exposed gas pipes (taking a year to box them in) and an unsafe…
202123697 Housing association
The Ombudsman found service failure in the landlord's handling of reports of inadequate hot water to the shower, repairs to window handles (11 days over target), and response to reports of open cables in a communal wall…
202205675 Housing association
The Ombudsman found maladministration in the landlord's handling of a shared-ownership resident's staircasing application due to significant delays and communication failures. The landlord's handling of a roof leak was…
202111250 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of noise disturbance, due to failures to carry out a vulnerability assessment, provide reasonable adjustments, check the noise…
202214329 Housing association
The Ombudsman found maladministration in the landlord's handling of kitchen flooring replacement works, which took almost 13 months with significant delays and poor communication. Service failure was found in the…
202214318 Housing association
The Ombudsman found that the landlord's offer of £300 compensation and apologies satisfactorily resolved its handling of delayed solar panel repairs (reasonable redress). There was no maladministration in the landlord's…
202204755 Housing association
The Ombudsman found that the landlord offered reasonable redress for failings in tree works communication and handling of an ASB allegation against the resident, but found service failure in the landlord's complaint…
202125039 Housing association
The Ombudsman found reasonable redress in both the landlord's handling of ASB reports and its complaint handling. The landlord's spam filter caused significant delays in acknowledging the resident's complaint, but the…
202204936 Housing association
The Ombudsman found maladministration for the landlord's handling of communal repairs (ceiling, guttering, lighting) due to poor record-keeping, delays, and poor communication. No maladministration was found for the…
202207260 Housing association
The Ombudsman found no maladministration regarding the resident's request for operatives to wear new PPE, but found maladministration for the landlord's handling of a streetlight repair (15-month delay), handling of…
201914678 Housing association
The Ombudsman found maladministration in the landlord's handling of a rat infestation at the resident's property, due to repeated delays in completing recommended works, poor communication, and failure to follow through…
202113467 Housing association
The Ombudsman found severe maladministration by Sanctuary Housing Association for failing to address damp, mould, water ingress and repair issues over a four-year period (2018-2022), causing the property to deteriorate…
202120877 Housing association
The landlord was found to have maladministration for its handling of tiling repairs, taking approximately six months beyond its 28-day policy to complete them and failing to finish kitchen tiles as stated. The complaint…
202123379 Housing association
The Ombudsman found maladministration for delays in window repairs (up to 174 working days), failure to act on rusting wire mesh, poor communication, and failure to progress a promised banding review for five months.…
201901900 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address water ingress, damp and mould over 2 years 8 months, including a known leak from the flat above that was not investigated for 14 months.…
202122141 Housing association
The Ombudsman found severe maladministration for the landlord's failure to respond to a resident's reports of damp and mould impacting her health and wellbeing, maladministration for failing to properly handle her…
202126016 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association for its handling of birds nesting and defecating on a resident's balcony, which remained unresolved for 562 days. The landlord offered reasonable…
202218488 Housing association
The Ombudsman found maladministration for the landlord's response to damp and mould, which took 10 months and caused significant distress; no maladministration for the response to reported vibrations as the landlord…
202109342 Housing association
The Ombudsman found reasonable redress in the landlord's management of the resident's rent account (overcharging due to direct debit errors, corrected and refunded), but service failure in complaint handling due to a…
202206512 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association for its handling of multiple repairs (roof, guttering, windows/doors, bathroom tiling, fencing) which were excessively delayed, causing damp, water…
202213616 Housing association
The Ombudsman found maladministration in the landlord's handling of noise from a water pump, as it failed to agree to be bound by the findings of a sound specialist contracted by the resident, causing further time and…
202207418 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association for its handling of a noise disturbance (dripping sound) reported by a resident. The landlord failed to attend repairs within reasonable timeframes,…
202217276 Housing association
The Ombudsman found severe maladministration for the landlord's failure to address window defects and damp/mould over more than two years, and severe maladministration for its complaint handling which involved a…
202215016 Housing association
The Ombudsman found that the landlord made reasonable redress to the resident regarding its handling of recurrent drainage repairs and its complaint handling. The landlord responded promptly to emergency reports but had…
202215373 Housing association
The Ombudsman found service failure in the landlord's handling of repairs following a water leak, which took around seven months to complete due to administrative errors, missed appointments, and poor communication. The…
202219016 Housing association
The Ombudsman found no maladministration regarding the condition of the property at the start of the tenancy or the landlord's handling of CCTV access concerns. However, the landlord's communication and complaint…
202213241 Housing association
The Ombudsman found maladministration for the landlord's significant delays in repairing unsafe communal garden surfaces (over a year) and a broken fence (over 9.5 months), and for poor communication with the resident.…
202203195 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its response to the resident's request to cut back trees in the rear garden. The trees were the resident's responsibility under the…
202211416 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its administration and communication of the resident's service charge query. While the service charge statement and explanations could…
202207214 Housing association
The Ombudsman found service failure by Sanctuary Housing Association in its handling of a resident's reports of anti-social behaviour. The landlord failed to take timely action, did not properly assess evidence…
202205737 Housing association
The Ombudsman found service failure by Sanctuary Housing Association for delays in repairing a bathroom leak that led to a kitchen ceiling collapse, and for its handling of the resident's decant. Maladministration was…
202107263 Housing association
The Ombudsman found severe maladministration for the landlord's response to damp and mould reports and for its complaint handling. The landlord took 63 weeks to resolve damp and mould, prematurely closed earlier…
202001089 Housing association
The Ombudsman found no maladministration regarding the electricity meter reading taken at the start of the tenancy, as there was no evidence it was incorrect and any debt was subsequently waived. However, there was a…
202200735 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's oil leak report, as it attended promptly, completed repairs within timescales, and offered appropriate compensation. However, there…
202113020 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its handling of repairs to the resident's kitchen taps and its handling of the resident's complaint about the conduct of the first…
202205743 Housing association
The Ombudsman found service failure by Sanctuary Housing Association regarding poor communication about appointments for a gas safety check, stop tap leak and damp and mould inspection, and also service failure in its…
202205114 Housing association
The landlord delayed drainage repairs by just over a week and failed to keep the resident updated. It acknowledged its failings, apologised, and offered £150 compensation, which the Ombudsman found to be reasonable…
202105061 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's transfer application banding (Band B) or in its response to a water leak into the lounge. However, reasonable redress was found for…
202209120 Housing association
The landlord made reasonable redress for its handling of the resident's toilet repairs (failed appointments, poor communication, leaving the toilet unusable for three days before decanting) by offering £540…
202207322 Housing association
The landlord initially gave incorrect advice that pest control was the resident's responsibility, causing delay in treating a bedbug infestation. It later acknowledged its error, updated its policy, arranged treatment…
202207445 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports, with significant delays, failed repairs, poor record-keeping, and inadequate consideration of the resident's health concerns…
202200139 Housing association
The Ombudsman found maladministration by Sanctuary Housing Association for its handling of a resident's request for replacement of windows and external doors. The landlord took over a year to obtain quotes, failed to…
202115661 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its response to the resident's reports about flooring, a garden tree, and the shower. The landlord's policies and tenancy terms showed…
202127230 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to guttering, doors, flooring and a stop tap leak, with delays and communication failures. Maladministration was found in the landlord's…
202107321 Housing association
The Ombudsman found service failure by Sanctuary Housing Association for failing to log a new complaint from the resident in May 2021 about ongoing access issues, causing over a year of delay, and for later overlooking…
202205924 Housing association
The Ombudsman found that the landlord's offer of £350 compensation, apologies, and service improvements constituted reasonable redress for significant delays in replacing the resident's faulty front door (reported April…
202126153 Housing association
The Ombudsman found that Sanctuary Housing Association offered reasonable redress to the resident regarding its response to reports of damp and mould and its handling of the associated complaint. The landlord…
202123312 Housing association
Maladministration for failing to carry out a vulnerability assessment, agree an action plan, or consider a management move for a pregnant resident experiencing ASB. Also maladministration for failing to recognise a…
202012582 Housing association
The Ombudsman found reasonable redress for the landlord's poor communication which led the resident to believe she had been approved for a permanent decant when she did not meet policy criteria, and for delays in the…
202105534 Housing association
The Ombudsman found service failure by Sanctuary Housing Association for delays in completing window repairs. The landlord had agreed to replace windows following surveys but took over a year to act, and further delays…
202203991 Housing association
The Ombudsman found that the landlord offered reasonable redress for the loss of heating and hot water. The landlord acknowledged service failures (delays in repairs and poor communication), apologised, and offered £511…
202127336 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£460 compensation) prior to investigation which resolved the complaint satisfactorily. The landlord had delayed in resolving bathroom repairs…
202123803 Housing association
The Ombudsman found no maladministration in the landlord's decision to send a letter warning of possible possession proceedings, as it was reasonable and in line with the tenancy agreement. However, the landlord offered…
202122653 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its response to the resident's reports of repairs to her shed. The landlord clearly communicated its position that the shed was not its…
202016075 Housing association
The Ombudsman found reasonable redress by the landlord regarding its handling of the resident's noise nuisance reports, as it acknowledged failings (delays, lack of vulnerability assessment, poor record-keeping) and…
202014997 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request to reassess her housing priority banding, due to over a year of delays, poor record keeping, and failure to respond to…
202100264 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports about the kitchen condition or its decision not to replace the kitchen. The landlord responded adequately to repair issues, and the kitchen…
202121641 Housing association
The Ombudsman found service failure in the landlord's handling of a resident's reports of an overflow pipe leak, due to prolonged delays (over nine months), poor communication, and failure to take all reasonable steps…
202123056 Housing association
The landlord failed to properly coordinate repairs for damp and water ingress through the resident's kitchen wall, painting the wall before completing necessary guttering repairs. It later repaired the guttering,…
202126459 Housing association
The Ombudsman found that the landlord's offer of £150 compensation (£125 for a delay in attending a heating repair in November 2021 and £25 for poor complaint handling at stage one) satisfactorily resolved the…
202122108 Housing association
The Ombudsman found that the landlord's offer of £300 compensation for delays in repairing the resident's fence and poor communication provided reasonable redress, satisfactorily resolving the complaint. The delays were…
202117572 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association in its response to damage to the resident's possessions caused by the sprinkler system. The landlord responded within its emergency repair…
202112456 Housing association
The Ombudsman found that Sanctuary Housing Association made reasonable redress to the resident for repair issues at the start of the tenancy (including a faulty boiler, non-working shower, sink leak, and dirty property)…
202121220 Housing association
The Ombudsman found that Sanctuary Housing Association made a satisfactory offer of redress (£200) for its handling of repairs to a communal bin store lock and associated complaint handling delays. The landlord had…
202120335 Housing association
The Ombudsman found that the landlord's offer of £550 compensation and an apology constituted reasonable redress, satisfactorily resolving complaints about a five-month delay in completing noisy floorboard repairs and…
201805588 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association in its administration of the resident's rent account and handling of rent arrears. The landlord acted reasonably, acknowledged the resident's…
202105364 Housing association
The Ombudsman found service failure (reasonable redress) regarding the landlord's handling of the resident's ASB complaint about noise from a neighbour, as the landlord failed to respond to a specific complaint in…
202003722 Housing association
The Ombudsman found reasonable redress for the landlord's handling of cracks reports (it raised expectations then retracted an inspection offer, but apologised and offered £100 compensation). No maladministration was…
202104706 Housing association
Maladministration for failing to complete damp/mould and front door repairs for nearly 2 years, and for poor complaint handling. No maladministration for compensation of damaged belongings. Ordered: independent damp…
202108331 Housing association
The Ombudsman found service failure in the landlord's handling of a boiler repair following an annual gas service, due to an unreasonable delay and failure to progress the replacement. No maladministration was found…
202105161 Housing association
The Ombudsman found no maladministration in the landlord's handling of a leak report and its decision not to offer compensation, as it attended within 24 hours and found no evidence of a leak. However, the landlord's…
202104712 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association in its handling of the notice period when the resident ended the tenancy following reports of antisocial behaviour. The landlord reasonably…
202101582 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, as it made reasonable efforts to investigate noise nuisance. The landlord offered reasonable redress (£100) for failing to progress the…
202121990 Housing association
Following Ombudsman intervention, the landlord agreed to increase its compensation offer to £129 to resolve the resident's complaint about the handling of heating repairs and increased energy bills. The complaint was…
202107138 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about staff conduct, as it followed its policy. However, maladministration was found in the landlord's response to the…
202015737 Housing association
The Ombudsman found reasonable redress for the landlord's handling of staff conduct concerns (offer of £50 compensation was proportionate), no maladministration for complaint handling, and service failure for the…
202001888 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of window repairs, having promptly replaced the windows once the issue was raised in 2019 and offered proportionate compensation. However,…
202100074 Housing association
The Ombudsman determined that the complaint about the level of rent at the property is outside its jurisdiction, as paragraph 39(g) of the Scheme excludes complaints concerning the level of rent or service charge.
202015195 Housing association
The Ombudsman found that the complaint about the level of service charges was outside its jurisdiction (for the First Tier Tribunal). There was no maladministration in the landlord's response to queries about the…
202112724 Housing association
The Ombudsman found service failure by Sanctuary Housing Association for a two-month delay in communicating the outcome of a safety alert review to the resident, ordering £50 compensation. The landlord's handling of the…
202101495 Housing association
The Ombudsman found service failure in the landlord's response to ASB reports about neighbour's dogs barking, due to failure to evidence a vulnerability assessment and providing inaccurate reasons for closing the ASB…
202008536 Housing association
The Ombudsman found that Sanctuary Housing Association made reasonable redress for service failures in handling repairs (delays, a missed appointment, poor record-keeping) and complaint handling (delayed responses,…
202103334 Housing association
Maladministration for significant delays and poor communication on multiple repairs (external crack, boundary wall, roof leak). The landlord failed to treat the roof leak as an emergency and mishandled insurance/Section…
202004745 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of repair work following a water leak, having offered £544 compensation for delays and damaged items. There was no maladministration…
202014810 Housing association
The Ombudsman found service failure by Sanctuary Housing Association regarding its response to repair reports, specifically a nearly 6-month delay in fixing overhead lighting and leaving an old boiler in the resident's…
202102360 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about obstructed shared access pathways, as it took too long to provide legal documents and failed to clarify responsibilities of…
202104457 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of ASB reports (by arranging mediation and offering £50 plus replacement flooring), but found service failure for not completing…
202012638 Housing association
The Ombudsman found service failure in the landlord's handling of defects at a new build shared-ownership property, where it failed to ensure agreed repairs (loose roof tiles, cracked fibreglass) were completed and did…
202016572 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress to the resident regarding its handling of antisocial behaviour and noise nuisance reports from December 2019 onwards. The landlord acknowledged…
202108590 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because it concerned the accuracy of a property listing on Devon Homes Choice (a choice-based letting scheme), not the resident's current property or a…
202013347 Housing association
The Ombudsman found reasonable redress by Sanctuary Housing Association regarding its handling of the resident's reports of anti-social behaviour. The landlord acknowledged service failures in timescales, communication,…
202109211 Housing association
The Ombudsman found reasonable redress: the landlord acknowledged delays in handling damp and mould repairs and a one-month delay at stage one of its complaints process, offering £397 compensation which was deemed…
202007219 Housing association
The Ombudsman found service failure in the landlord's handling of roof repairs and associated damp/mould, and maladministration in its handling of the resident's requests for a new back door. The landlord was ordered to…
202015054 Housing association
The Ombudsman found no maladministration in the landlord's request for a leaseholder to remove items from communal areas and its refusal to pay for the skip she hired. The landlord's request was reasonable and in line…
202015725 Housing association
The Ombudsman found no maladministration in the landlord's administration of the service charge, but found service failure in its complaints handling due to unclear processes and a 16-month delay. The complaint about…
202010332 Housing association
The Ombudsman found service failure by Sanctuary Housing Association for failing to update the resident on repairs to his rear living room window between May and July 2020, ordering £50 compensation. It found reasonable…
201914140 Housing association
The Ombudsman found reasonable redress by Sanctuary Housing Association in its handling of repairs to the resident's front door, washing machine and fridge. There were delays beyond the landlord's repair timeframes, but…
202015763 Housing association
The Ombudsman found that Sanctuary Housing Association delayed unnecessarily in completing repairs to adaptations at the resident's property, but its apology, offer to complete outstanding works, and £2,425 compensation…
202104708 Housing association
Following Ombudsman intervention, the landlord agreed to increase its compensation offer to £375 (having already paid £75) for delays in kitchen and bathroom repairs and reports of damp and mould. The outstanding…
202005281 Housing association
The Ombudsman found no maladministration in how the landlord handled the resident's reports of a mice infestation or dissatisfaction with window cleaning. The landlord offered reasonable redress by apologising for an…
202103455 Housing association
The Ombudsman found that Sanctuary Housing Association offered reasonable redress for its handling of damp and mould repairs and its complaint handling. The landlord took appropriate investigative steps but experienced…
202014667 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its handling of a leak into a leaseholder's property, as it responded within its repair timescales and resolved the source within 48…
202016320 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association in its response to the resident's reports of mould. The landlord carried out three inspections, installed extractor fans, provided advice, and…
202010279 Housing association
The Ombudsman found that Sanctuary Housing Association offered reasonable redress for its handling of the resident's reports of antisocial behaviour. The landlord acknowledged failures in communication and support (not…
202013441 Housing association
The resident complained about the landlord's handling of leak reports after a radiator repair, including alleged flooring damage. Through the Ombudsman's mediation process, the landlord inspected the property, found no…
202006890 Housing association
The Ombudsman found service failure by Sanctuary Housing Association in its handling of a resident's enquiry about purchasing her property. The landlord gave unclear information about eligibility, failed to locate…
202011577 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports, a rent account refund request, and allegations of staff confidentiality breaches. The landlord investigated ASB appropriately,…
202006043 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of repairs to the resident's hot water, heating, shower and flooring. The landlord acknowledged service failures, offered compensation…
202006019 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association regarding its handling of a resident's report that a neighbour's planter boxes obstructed the shared driveway. The landlord investigated, sought…
202016131 Housing association
The resident complained about the landlord's response to reports about draughty windows. Following Ombudsman intervention, the landlord offered to arrange a joint inspection of the windows by senior staff, which the…
202000930 Housing association
The Ombudsman found no maladministration by Sanctuary Housing Association in its response to the resident's requests for compensation following damage caused by mould. The landlord attended to repairs within its…
202008268 Housing association
The Ombudsman found that the landlord made several service failures in handling the resident's reports of anti-social behaviour (noise nuisance) including failing to complete a vulnerability assessment, failing to…
202009170 Housing association
The Ombudsman found reasonable redress for service failures in the landlord's handling of reports of disrepair to external fascia and its complaints handling. The landlord delayed repairs, failed to keep the resident…
202004462 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of damp and mould from 2018, as it reasonably relied on contractor inspections finding no external defect. However, there was service…
202003165 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about health and safety breaches (including potential asbestos exposure) during bathroom works, as the landlord took…
201914372 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident by apologising and offering £419 compensation for its failings in handling a shower repair that left the resident without bathing…
202008731 Housing association
The Ombudsman found that the landlord offered reasonable redress after it responded promptly to a boiler safety concern, but acknowledged failures including a supervisor not returning the resident's call and a delay in…
201914691 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding its handling of reports of a bed bug infestation. While the landlord acted appropriately in arranging treatment and decanting…
202002647 Housing association
The Ombudsman found that the landlord had considerable and repeated service failures in handling repairs to address water ingress at the resident's property over a period of approximately five years, including…
202003183 Housing association
The Ombudsman found that the landlord offered reasonable redress for its delayed response to the resident's reports of damp and mould. The landlord inspected, diagnosed condensation, and arranged treatment but took…
202006829 Housing association
The landlord's response to reports of reoccurring roof leaks was resolved through mediation, with the landlord agreeing to pay total compensation of £5,929 for stress and inconvenience and to handle any future roof…
202003179 Housing association
The Ombudsman found no maladministration in the landlord's handling of toilet leak repairs, as delays were due to the resident being unable to grant access. However, the landlord acknowledged service failures regarding…
202007710 Housing association
The Ombudsman found that the landlord made reasonable redress regarding its response to ASB reports, having taken reasonable steps despite some record-keeping and communication failures for which it offered £150.…
202003924 Housing association
The Ombudsman found that the landlord made reasonable redress regarding its response to the resident being trapped in a lift, recognising its communication failures and offering proportionate compensation. There was no…
201914575 Housing association
The Ombudsman found maladministration for the landlord's failure to keep adequate records of communal lift repairs, service failure for not following its complaints procedure, and that the landlord's £25 offer for poor…
202002585 Housing association
The Ombudsman found service failure in the landlord's response to service charge enquiries and its handling of rent account communications, but no maladministration in the initial direct debit date arrangement. The…
201910465 Housing association
The Ombudsman found the complaint about the level of service charges, service charge increase, and related communication was outside its jurisdiction. These matters are for the First Tier Tribunal (service charges) and…
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