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 409 published decisions.
Sanctuary Housing Association's maladministration rate (82%) is higher than the average for housing association (79%) 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,…
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…
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, severe maladministration, service failure in the landlord’s handling of The landlord’s handling of repairs. We have also investigated the landlord’s complaint handling.. Total…
202401004 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Paving repairs to the rear patio. Complaint. Our decision…
202444075 Housing association
The Ombudsman found no maladministration, maladministration, severe maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of: The repairs to the boiler after the loss of heating and…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a leak, damp, and mould. We have also considered the…
202425126 Housing association
The Ombudsman found reasonable redress, no maladministration, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s request for a new…
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 severe maladministration, maladministration, reasonable redress, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: damp and mould. debt…
202339908 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration, mediation settlement in the landlord’s handling of This complaint is about the landlord’s response to: The resident’s…
202517455 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of Our decision (determination) We have found: Maladministration in the landlord’s handling of reports of…
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 Local authority / ALMO / TMO
The Ombudsman found maladministration, no maladministration, severe maladministration, service failure in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s handling of…
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, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: Repairs to a communal heating system. The associated complaint Our decision…
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 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of: Ventilation system repairs. The resident’s damp and mould…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Outstanding repairs. Complaint. Our decision (determination) We…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of leaks and related repairs. We have also investigated the landlord’s complaint…
202432443 Housing association
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about how the landlord handled communal cleaning in the block. We have also assessed the landlord’s complaint handling. Our…
202515263 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s property condition reports at the point of mutual exchange.…
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, reasonable redress, service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for adaptations at the property and…
202335314 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of ASB. We have also investigated the landlord’s…
202419921 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of property defects, including draughts, the kitchen extractor fan, the…
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, reasonable redress, no maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of insect infestations. Requests…
202430575 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, reasonable redress, severe maladministration in the landlord’s handling of The landlord offered compensation for its failure in its handling of the complaint. We…
202412843 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : A roof leak. Internal damage to plaster, skirting boards and cracks in the ceiling. The resident’s requests for…
202411628 Local authority / ALMO / TMO
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of a roof leak causing damp and mould…
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, service failure, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of: Reports of banging pipes. Reports of loss of heating and hot…
202504313 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to a leak. We have also investigated the landlord’s response to…
202428785 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s reports of flooding in the property and the…
202418488 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of reports of rising damp. We have also considered the landlord’s complaint handling. Our decision…
202340521 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: A repair to the property’s…
202343871 Local authority / ALMO / TMO
The Ombudsman found maladministration, no maladministration, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Planned repairs to the building, including associated…
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 reasonable redress, maladministration, severe maladministration, outside jurisdiction, service failure in the landlord’s handling of Our decision (determination) The complaint about staff conduct is…
202450021 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of repairs in the property, including a sinkhole in the garden. We have also…
202413206 Housing association
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: a. Ceiling cracks. b. Problems with the bedroom air…
202336033 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of leaks, damp and mould. We have also investigated the…
202531652 Housing association
The Ombudsman found no maladministration, maladministration, severe maladministration, outside jurisdiction in the landlord’s handling of : The increase in service charges. The landlord’s response to the…
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, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of hot water and heating repairs. We have also considered the landlord’s complaint…
202423876 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of dDecision Case ID 202423876 Decision type Investigation Landlord Sanctuary Housing…
202348371 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress, outside jurisdiction in the landlord’s handling of the landlord’s response to the resident’s concerns about: her…
202427949 Housing association
The Ombudsman found maladministration, reasonable redress, no maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Damp and mould. Faults with…
202340567 Housing association
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s concerns its staff took photographs of his personal belongings. The landlord’s…
202405207 Housing association
The Ombudsman found no maladministration, service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp.…
202447739 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of a leak into the property. The landlord’s handling of…
202300480 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of The landlord’s handling of the resident’s: Reports of roof leaks and repairs. Associated…
202402777 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Heating and hot water issues at the property. The associated…
202428874 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s rent and service charges account. the associated complaint.…
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
The Ombudsman found maladministration in the landlord’s handling of The resident's complaint is about the landlord's communication about insurance and an excess fee. The Ombudsman has also considered the landlord’s…
202411119
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of neighbour nuisance. Handling of the associated complaint.. Total compensation ordered: £75.
202338359
The Ombudsman found maladministration, reasonable redress, no maladministration, service failure in the landlord’s handling of : Repairs to the communal front door. Repairs to the lift. The absence of a scheme manager.…
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
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of a loss of heating and hot water. Repairs to the lifts. Repairs to the…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould..
202428174
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Requests to cut back the trees overhanging the rear of the property. Associated complaints.. Total…
202418016
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of water ingress from the roof and skylight and resulting damage to the living…
202502718
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Request for repairs to the boiler..
202450951
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould at her property. The Ombudsman has also considered the landlord’s…
202429025
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of a repair to a plastered wall in the property. We have also considered the…
202339707
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: Outstanding repairs including carpet replacement. Possessions which were…
202346063
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of leaks, damp, mould and subsequent repairs. We have also considered the landlord’s complaint handling..…
202502044
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of bathroom repairs..
202500351
The Ombudsman found maladministration in the landlord’s handling of The resident has complained about the landlord’s response to the resident’s reports of damp and mould.. Total compensation ordered: £300.
202346463
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s pest concerns. We have also investigated the landlord’s complaint…
202338653
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The information given as part of the resident’s application for housing. The condition of the property upon moving in and the…
202422260
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for repairs to the rear garden fence. Associated complaint.. Total compensation ordered: £550.
202325357
The Ombudsman found service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: Damp and mould repairs in the bathroom. The associated complaint..
202344107
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to repair or replace her windows and doors.. Total compensation ordered: £500.
202348283
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Damp and mould and kitchen repairs at the resident’s property. The associated complaint.. Total…
202343564
The Ombudsman found no maladministration in the landlord’s handling of the landlord's decision to open the communal door of the resident's building for public access..
202446528
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repairs to: Remedy structural issues. The bathroom. Kitchen units. Living room…
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
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks. Associated complaint..
202447372
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of faulty hot water cylinder.. Total compensation ordered: £300.
202344212
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of water in the communal lift pit. Request for a service charge refund. We have…
202447306
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the leaseholder’s request: To replace the guttering, fascia, soffits and gable end. To repair a leak from the roof. We have…
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
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a roof repair, and the resident’s reports of damp and mould at her property..
202419490
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s management of: the resident’s reports of repairs and requests for compensation. the resident’s…
202318542
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s repair requests, including: Noise nuisance from an extractor fan Faulty communal lights Emergency lift…
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
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp in her property. The landlord’s complaint handling.. Total compensation ordered: £400.
202337495
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of REPORT COMPLAINT 202337495 Sanctuary Housing Association 12 August 2025 Our approach The Housing Ombudsman’s approach to…
202340788
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the repairs to the resident’s shower..
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
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s door repairs. The associated complaint..
202428716
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord's complaint handling..…
202409928
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Report of a fault to the immersion heater. Report of a rodent…
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
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of outstanding repairs affecting: Guttering, drains, and roof tiling. Heating. The kitchen. The shower. The…
202450881
The Ombudsman found maladministration, service failure, mediation settlement, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s storage heaters. Electrical costs due…
202419673
The Ombudsman found maladministration, no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of damp and mould. An Occupational…
202322712
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Lift repairs. Reports of anti-social behaviour.. Total compensation ordered: £300.
202302230
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint was about the landlord's response to the resident's reports about her water system and water quality.. Total compensation…
202447232
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s response to: A leak from a toilet and the damage caused by this. The resident’s reports of damp and mould and…
202326314
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. We have also considered the landlord’s complaint handling..
202432142
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in her home. The resident’s concerns about the safety of…
202431769
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.. Total compensation ordered: £1232.
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
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 2025 Our approach The Housing Ombudsman’s approach to investigating and determining…
202443875
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about fire safety due to a hoarded property. The Ombudsman has investigated the…
202327787
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s report of damage to her gutter. We have also considered the landlord’s complaint handling..
202425718
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about damp..
202408351
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s report of a leak. Complaint handling.. Total compensation ordered: £1050.
202312713
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint…
202406571
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202422105
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the request to repair the resident’s roof..
202417848
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of damp and mould and defects at the property. complaint.. Total compensation ordered: £4975.
202437918
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of outstanding repairs at the property, including damp and mould.. Total…
202414577
The Ombudsman found mediation settlement in the landlord’s handling of the landlord's handling of repairs to the resident’s property (including damp and mould)..
202422502
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: concerns of asbestos in an outbuilding. reports of an electrical…
202313625
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of a neighbour's car blocking the path to her property. the resident’s complaint.. Total compensation…
202230351
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the guttering and facia board. We have also considered the landlord’s complaint…
202421010
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of leaks into the property. We have also assessed the landlord’s complaint handling.. Total compensation ordered: £1148.
202411555
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of a repair to a multi-plug socket. the resident’s complaint.. Total compensation ordered: £350.
202425499
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of repairs to the resident’s roof. The Ombudsman has also considered the landlord’s complaint handling..
202415885
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of repairs to the resident’s toilet and their request for compensation. We have also investigated the…
202304263
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the resident’s concerns that a faulty boiler caused increased electricity bills. The Ombudsman has also considered the landlord’s…
202313926
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s reports of disrepair to the front door. Complaint handling.. Total compensation ordered:…
202318273
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of drainage problems in his garden. We have also investigated the landlord’s complaint handling..
202408768
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a loss of heating and hot water.. Total compensation ordered: £350.
202304492
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: Its letter requesting access to complete electrical testing in the property. Unannounced…
202346635
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a radiator not heating properly..
202325425
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a data breach..
202316571
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s concerns around the condition of the block’s communal areas. The Ombudsman has also…
202311609
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of: Reports of repairs to the bathroom floor. The associated complaint..
202416237
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint..
202406391
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak and subsequent damp and mould. We have also investigated the landlord’s complaint…
202343637
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Kitchen repairs following damp works. The associated complaint.. Total compensation ordered: £250.
202320521
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident's hot water system repairs and replacement.. Total compensation ordered: £347.
202404585
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s request for it to replace the front door and windows at his property.. Total compensation ordered: £800.
202232986
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for: Replacement of windows in her property. Replacement of the kitchen in her property..
202419288
The Ombudsman found service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202419288 Sanctuary Housing Association 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating…
202330672
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s: handling of the resident’s reports of damp and mould. complaint handling.. Total compensation ordered: £100.
202318865
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of water ingress. The associated complaint.. Total…
202412636
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to a leak. The associated complaint.. Total compensation ordered: £600.
202412654
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about damp and mould within the property. Request to transfer to another…
202346145
The Ombudsman found maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) and communication from the…
202233731
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord's handling of: The resident’s reports about anti-social behaviour (ASB). Repairs to the communal…
202418136
The Ombudsman found reasonable redress, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to a bedroom window. Reports of damp and mould. The Ombudsman has also…
202327534
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The installation of loft insulation and the resident’s request for a new front and…
202303854
The Ombudsman found reasonable redress, service failure, severe maladministration, maladministration in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of: A leak…
202314679
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak into the resident’s property which resulted in damp and mould.. Total compensation ordered: £250.
202327487
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint…
202218853
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of reports of a leak from the above property, and the associated repairs. The Ombudsman has also considered…
202337623
The Ombudsman found severe maladministration, no maladministration, maladministration in the landlord’s handling of REPORT COMPLAINT 202337623 Sanctuary Housing Association 28 January 2025 Our approach The Housing…
202318899
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of disrepair to the windows and kitchen worktop. The associated complaint..
202401611
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for repairs to the shower tray. Reports of a leak into the property and subsequent damp and mould.…
202409994
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of issues with the storage heaters in the property. The associated complaint.. Total compensation…
202400281
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s: Handling of damp, mould and the decant. Staff behaviour. Handling of repairs. Complaint handling.. Total…
202342780
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Personal data and subject access request (SAR). Reports of a pest infestation and related repairs at the…
202301777
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of: Concerns about asbestos in the property. Repairs to the bathroom. The resident’s complaint..
202217882
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of floods in the property. The Ombudsman has also investigated the landlord’s complaint handling.. Total compensation ordered:…
202306913
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s concerns about scaffolding. Handling of kitchen replacement works. The Ombudsman has also investigated the…
202319144
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of the neighbours feeding the birds. Measures to prevent birds sitting on the…
202341321
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The landlord's handling of damp and mould. The landlord's handling of roof repairs. The landlord's complaint handling. The level of…
202328174
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports about: The boundary fence and gate. The windows and door. The bedroom ceiling.…
202311244
The Ombudsman found reasonable redress in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports about a leak and the related repairs. The landlord’s complaint handling has…
202308377
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports about the cost and efficiency of her heating system; the associated…
202309564
The Ombudsman found no maladministration in the landlord’s handling of :.
202302127
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of damp and mould in the bathroom. The resident’s request for repairs to a…
202307070
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of: Damage to the new kitchen following a leak. The associated complaint.. Total compensation…
202410154
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of repairs and concerns reported by the resident prior to signing for the tenancy, and shortly after…
202344392
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould in the property and its handling of the…
202226029
The Ombudsman found reasonable redress in the landlord’s handling of the landlord's handling of the resident's reports about works agreed when she signed up for the tenancy of the property and after the tenancy started.…
202347263
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of several repairs required in the property, including damp and mould. The…
202347040
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Damp and mould at the resident’s property. The associated complaint.. Total compensation ordered: £166.
202310602
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the communal lighting. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202307213
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a repair to a soil stack. Requests for information about the service charges relating to the…
202331738
The Ombudsman found service failure in the landlord’s handling of 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 due to…
202324177
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of a recurring rat infestation. The landlord’s complaint handling..
202341884
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports about: damp and mould; bedbugs; complaints handling..
202317169
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The removal of asbestos flooring in the property. Repairs to the…
202343645
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of a leak and the associated repairs. This Service will also investigate the landlord’s complaint…
202303393
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s requests for soundproofing in her property..
202337287
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Report of a leak into the property and associated communication. Associated formal complaint.. Total…
202310266
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord's handling of: A boiler replacement. Issues with the resident’s electricity supply. A leak through the resident’s living…
202306588
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Plastering repairs. Reports of damp. Reports about the boiler, radiator and shower…
202325736
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour..
202220062
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord's handling of the resident's repair reports The landlord's complaint handling.. Total compensation ordered: £1525.
202342149
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports that the property was not in a liveable standard when let..
202316345
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports about support services it provided during her tenancy. The resident’s…
202309429
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of: Leaks and loss of electric in the communal area. Asbestos in the ceilings in the…
202214078
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: Shed repairs. Front porch repairs. Tree and grass cutting. The Ombudsman has…
202336534
The Ombudsman found severe maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Handling of repairs related to damp; Response to reports of pests; Handling of the associated…
202303499
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The landlord’s response to the resident’s request for reimbursement, for damage caused to his fitted wardrobe…
202314757
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord's decision that the resident cannot store her electric wheelchair (the wheelchair) in the communal corridor due to…
202224848
The Ombudsman found reasonable redress in the landlord’s handling of is about: the landlord’s handling of the resident’s reports of damp and mould. the landlord’s handling of the associated complaint..
202224022
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of: subsidence in the property; repairs to the shower. The Ombudsman has also considered the landlord’s complaint…
202304669
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Squirrels in the loft of the property and repairs to associated damage.…
202226735
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to reports of: Antisocial behaviour by the resident’s neighbour. The resident’s neighbour feeding birds…
202228567
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202228567 Sanctuary Housing Association 9 July 2024 Our approach The Housing Ombudsman’s…
202332046
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s response to the resident’s reports about insulation, windows, door and the bathroom.…
202323551
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The resident’s complaints are about: Complaint 1. The landlords handling of the repairs to the resident's heating and hot water…
202223664
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of a leak and resultant damp and mould at the property. The landlord’s complaint…
202339263
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: Damp and mould and associated bathroom repairs at the resident's property. The associated complaint.. Total compensation…
202225565
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s responsive repairs service and its handling of the associated complaint..
202310474
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the replacement of the front door. The Ombudsman has also considered the associated complaint handling..…
202305427
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about damp and mould at her previous property..
202303177
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports about the repair to the communal pedestrian gate. The associated complaint.. Total…
202230602
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident's reports of: Damp, mould, and associated outstanding repairs; Heating and hot water loss. The lack of…
202213810
The Ombudsman found maladministration in the landlord’s handling of : The landlords handling of the residents reports of noise nuisance. The landlords handling of the residents reports of poor staff conduct..
202224162
The Ombudsman found no maladministration in the landlord’s handling of The landlord’s response to the resident’s request for soundproofing to be installed in her property..
202230980
The Ombudsman found service failure, maladministration, severe maladministration in the landlord’s handling of : The resident’s reports of issues with: The windows and front door. The storage heaters. The bathroom. The…
202304261
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Associated complaint.. Total compensation ordered: £4121.
202218569
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s concerns about her boiler. The associated complaint..
202303963
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s concerns of a lack of security lighting. The landlord’s response to the resident’s…
202230688
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s application of anti-mould treatment solution at the resident’s property. The landlord’s complaint handling has also…
202230032
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s complaint about its handling of repairs to windows in her property..
202229332
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repairs following the resident’s reports of damp and mould. the resident’s complaint and claim for damaged possessions. The…
202224287
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for repairs to: The hot water system. The front door.. Total compensation…
202304970
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of no heating or hot water. Reports of outstanding repairs. Request for a temporary decant.…
202233982
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s response to: The resident’s reports of pest infestations in the property. The resident’s request to…
202300819
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s communication preferences..
202231198
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs to the roof of the resident’s property. This Service has also looked at the landlord’s complaint…
202301864
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks into the property. Associated formal complaint..
202228858
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns that a bedroom in the property was not sufficiently insulated and was too cold to use. The Ombudsman…
202209027
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of noise nuisance. The Ombudsman has also considered the…
202223152
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s property. The landlord’s response to the resident’s concerns about a kitchen replacement.. Total…
202224742
The Ombudsman found maladministration in the landlord’s handling of The complains is about the landlord’s: Response to the resident’s reports of repairs in the property. Complaint handling..
202215994
The Ombudsman found mediation settlement, maladministration in the landlord’s handling of The resident complains about the landlord’s handling of her reports of noise nuisance and antisocial behaviour.. Total…
202216071
The Ombudsman found maladministration, mediation settlement, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s reports of antisocial…
202107616
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repair issues reported by the resident in May and July 2021. The resident’s request for…
202300440
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of leaks. Handling of repairs to the resident’s kitchen..
202208663
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord's handling of the resident's reports of damp and mould. The landlord's handling of the resident's reports of wet room…
202106332
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of The resident has complained: about the landlord’s response to reports of operatives entering the garden without permission. about…
202220517
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs, in particular: Repairs to the resident’s pathway. The resident’s request to fit…
202224898
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord's handling of: repairs to the resident’s leaking roof; the associated complaint.. Total compensation ordered:…
202219328
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of damp and mould. The landlord’s decision not to award compensation for damaged goods..
202205192
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of health concerns following a fire in the bin store. The landlord’s response…
202205092
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s:. Total compensation ordered: £50.
202111146
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of work to repair damage caused by a leak. The landlord’s communication and complaint handling.. Total…
202113649
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs in the resident’s property. The landlord’s handling of the associated complaints.. Total…
202311457
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to a report of a broken fence. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202010886
The Ombudsman found service failure, maladministration, reasonable redress, mediation settlement in the landlord’s handling of The landlord’s handling of: The resident’s report of a leak at the property. The resident’s…
202201710
The Ombudsman found service failure, reasonable redress, maladministration, no maladministration in the landlord’s handling of : The landlord’s administration of the resident’s service charge and rent account. The…
202204063
The Ombudsman found no maladministration, maladministration, reasonable redress in the landlord’s handling of the way the landlord responded to the resident's reports of: Rotten floorboards; Exposed gas pipes; 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
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to the resident’s application for staircasing. The landlord’s interpretation of the…
202111250
The Ombudsman found mediation settlement, reasonable redress, maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of noise disturbance. Request to be…
202214329
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the: kitchen flooring replacement works; and kitchen base units renewal works.. Total compensation ordered: £575.
202214318
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord's handling of repairs to the resident’s solar panels. The landlord’s handling of the resident’s complaint about…
202204755
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s: record keeping and communication regarding tree works in the communal area; handling of concerns about the resident’s…
202125039
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the associated complaint..
202204936
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of The leaseholder’s complaint is about the landlord’s response to her concerns about: Communal repairs. Communal…
202207260
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of The resident has complained about the landlord’s handling of: her request for operatives to wear new PPE during…
201914678
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.. Total compensation ordered: £725.
202113467
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of :. Total compensation ordered: £2250.
202120877
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of tiling repairs in her kitchen and bathroom. The associated complaint..
202123379
The Ombudsman found maladministration, service failure in the landlord’s handling of : The resident’s reports of the landlord’s handling and alleged discrimination, harassment and bullying during the property allocation…
201901900
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports concerning water ingress and resultant damp and mould. The landlord’s…
202122141
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s:. Total compensation ordered: £1500.
202126016
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The complaint relates to the landlord’s handling of birds nesting and defecating on the resident’s balcony. This Service has also…
202218488
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s response to: Reports of damp and mould. Vibrations the resident reported. Handling of the…
202109342
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s management of the resident’s rent account and her dissatisfaction with the credit reimbursed by…
202206512
The Ombudsman found service failure, maladministration in the landlord’s handling of REPORT COMPLAINT 202206512 Sanctuary Housing Association 28 June 2023 Our approach The Housing Ombudsman’s approach to investigating…
202213616
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Noise from a water pump. The associated complaint.. Total compensation ordered: £100.
202207418
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of a disturbance from a dripping noise in the bedroom at the resident’s home.. Total compensation ordered:…
202217276
The Ombudsman found severe maladministration, maladministration, mediation settlement in the landlord’s handling of the landlord’s response to the resident’s reports about issues with her windows and damp and mould at…
202215016
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Drainage repairs at the resident’s property. The associated complaint.. Total compensation ordered: £250.
202215373
The Ombudsman found service failure in the landlord’s handling of The complaint is regarding: The landlord’s response to repairs required to the property following a water leak. The landlord’s handling of the associated…
202219016
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of This complaint is about: The condition of the property when it was let to the resident. The landlord’s response to concerns…
202213241
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about: The safety of his communal back garden’s surfaces and fencing. Its…
202203195
The Ombudsman found no maladministration in the landlord’s handling of the landlord's response to the resident's request to cut back trees in the back garden of the resident’s property..
202211416
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s administration and communication in relation to the resident’s service charge query..
202207214
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).. Total compensation ordered: £250.
202205737
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of:. Total compensation ordered: £1400.
202107263
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Response to the resident’s reports of damp and mould in…
202001089
The Ombudsman found maladministration in the landlord’s handling of This complaint is about: The electricity meter reading taken by the landlord at the beginning of the tenancy. The subsequent complaint handling..
202200735
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: Response to the resident’s report of an oil leak and the level of compensation offered by the landlord. Complaint…
202113020
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord's handling of repairs to the kitchen taps of the property and her complaint about the conduct of the…
202205743
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Communication regarding appointments for a gas safety check, a stop tap leak and a damp and mould inspection. Handling of the associated…
202205114
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s requests for drainage repairs to be completed..
202105061
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to…
202209120
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports regarding her: toilet (including the quality of repair works, record keeping, communication, and…
202207322
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of bedbugs in his home. The landlord’s handling of the associated complaint..
202207445
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in her property. The associated complaint.. Total compensation ordered: £325.
202200139
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for replacement of the windows and external doors at her property.. Total compensation ordered: £250.
202115661
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: Flooring in the property. A tree in the garden of the property. The shower at the property..
202127230
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of several repair issues, including damage to the guttering, flooring, several…
202107321
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handing of concerns raised by the resident since April 2021 about access to his property.. Total compensation…
202205924
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the repair and replacement of the resident’s front door..
202126153
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of damp and mould in the property and her request for reimbursement for items damaged by the damp…
202123312
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB) from her neighbour (Mr A). The landlord’s handling of the associated…
202012582
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the: Resident’s request to move permanently to alternative accommodation rather than on a temporary…
202105534
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident's request for repairs to the windows..
202203991
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the level of compensation offered by the landlord following the loss of heating and hot water at the property..
202127336
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repair issues with the bathroom..
202123803
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: The landlord’s decision to issue a letter and email relating to its intention to begin possession proceedings and its…
202122653
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of repairs relating to her shed..
202016075
The Ombudsman found reasonable redress, service failure in the landlord’s handling of The complaint concerns: The landlord’s response to the resident’s reports of noise nuisance from the neighbour in the upstairs flat.…
202014997
The Ombudsman found maladministration in the landlord’s handling of The complaints referred to this Service are about: Rent and service charge increases since the start of the resident’s tenancy and the landlord’s…
202100264
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the…
202121641
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s reports of an overflow pipe leak. The landlord’s complaint handling.. Total compensation ordered: £200.
202123056
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s claim for damages to reimburse her for the cost of her own contractors’ works to deal with damp and water…
202126459
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident's reports of no heating..
202122108
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s fence repair and its communication about this..
202117572
The Ombudsman found no maladministration in the landlord’s handling of the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system..
202112456
The Ombudsman found maladministration in the landlord’s handling of : The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the…
202121220
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports concerning the repairs and security of the communal bin store. The associated complaint handling..
202120335
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the resident's flooring. The associated complaint..
201805588
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 2022 Our approach The Housing Ombudsman’s approach to…
202105364
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord's handling of the resident's requests for rehousing, handling of complaints of antisocial behaviour…
202003722
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living…
202104706
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The…
202108331
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the boiler repair following an annual gas service. The landlord’s response to the…
202105161
The Ombudsman found no maladministration in the landlord’s handling of : The level of compensation offered by the landlord following the resident's report of a leak. The landlord’s handling of the associated complaint..
202104712
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the notice period and date of notice used by the landlord when the residednt left the property..
202101582
The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request…
202121990
The Ombudsman found mediation settlement, service failure in the landlord’s handling of :.
202107138
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s…
202015737
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 2022 Our approach The Housing Ombudsman’s approach to…
202001888
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of window repairs at the property. The Ombudsman has also investigated the landlord’s record keeping..
202100074
The Ombudsman found maladministration in the landlord’s handling of the level of rent at the property..
202015195
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of The complaint concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to…
202112724
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 2022 Our approach The Housing Ombudsman’s…
202101495
The Ombudsman found reasonable redress, service failure, no maladministration in the landlord’s handling of The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB).…
202008536
The Ombudsman found service failure in the landlord’s handling of The complaint was about the landlord’s handling of:.
202103334
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of multiple repair issues at her property, including: a crack in…
202004745
The Ombudsman found service failure, maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: Repair work to the resident’s property following a water leak in January 2020. The…
202014810
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of…
202102360
The Ombudsman found service failure, no maladministration in the landlord’s handling of This complaint is about:. Total compensation ordered: £300.
202104457
The Ombudsman found maladministration, mediation settlement, service failure in the landlord’s handling of the landlord’s handling of: the resident's reports of antisocial behaviour (ASB) from her neighbour. the…
202012638
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the…
202016572
The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and…
202108590
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the accuracy of a listing on Devon Homes Choice..
202013347
The Ombudsman found mediation settlement, maladministration, service failure, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of Anti-social…
202109211
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated repairs. The landlord’s complaint handling.…
202007219
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems.…
202015054
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 Our approach The Housing Ombudsman’s approach to investigating and…
202015725
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports about:. Total compensation ordered: £100.
202010332
The Ombudsman found service failure, mediation settlement, reasonable redress in the landlord’s handling of This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room…
201914140
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. Repairs to the resident’s fridge..
202015763
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property..
202104708
The Ombudsman found mediation settlement in the landlord’s handling of : The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered in response to the resident’s reports…
202005281
The Ombudsman found service failure, reasonable redress, no maladministration in the landlord’s handling of The complaint concerns how the landlord handled the resident’s:.
202103455
The Ombudsman found maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 2021 Our Approach The Housing Ombudsman’s approach to investigating…
202014667
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered…
202016320
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of mould in her property..
202010279
The Ombudsman found mediation settlement, service failure in the landlord’s handling of The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor..
202013441
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of leak reports following a repair to the radiator at the resident’s property..
202006890
The Ombudsman found service failure in the landlord’s handling of the landlord’s refusal to allow the resident to purchase the property..
202011577
The Ombudsman found no maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account…
202006043
The Ombudsman found service failure in the landlord’s handling of The resident complains about the landlord’s handling of repairs required to her property’s hot water and heating system, shower and flooring..
202006019
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling..
202016131
The Ombudsman found mediation settlement in the landlord’s handling of The resident complained about the landlord’s response to reports about the condition of the windows..
202000930
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould..
202008268
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint..
202009170
The Ombudsman found service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling..
202004462
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to: the resident’s reports of damp and mould in the property leading up to 2017. the resident’s reports of…
202003165
The Ombudsman found no maladministration in the landlord’s handling of : the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the…
201914372
The Ombudsman found maladministration in the landlord’s handling of the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative..
202008731
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s maintenance of the boiler..
201914691
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of a pest infestation..
202002647
The Ombudsman found maladministration in the landlord’s handling of : the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling..
202003183
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould in his property..
202006829
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s response to the resident’s reports of reoccurring leaks at their property..
202003179
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s:.
202007710
The Ombudsman found mediation settlement, service failure, reasonable redress in the landlord’s handling of The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and…
202003924
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s…
201914575
The Ombudsman found service failure, maladministration in the landlord’s handling of REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to…
202002585
The Ombudsman found service failure in the landlord’s handling of The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The…
201910465
The Ombudsman found service failure in the landlord’s handling of the level of service charges and service charge increase, as well as the landlord’s communication regarding the service charges, including the amount…
Landlord Monitor feature
Landlord Monitor tracks your organisation's record, benchmarks you against peers and sends early-warning alerts the moment a new determination is published.