We publish decisions as part of our commitment to being open and transparent.
Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.
In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.
The complaint is about the landlord’s handling of: The resident’s service charge account including their request for a breakdown and liability of charges. The resident’s query concerning his eligibility for an ECO4 grant. The resident’s concerns about his customer journey between September 2023 to April 2024. The resident’s Subject Access Request (SAR). The associated complaint.
REPORT COMPLAINT 202337495 Sanctuary Housing Association 12 August 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
The complaint is about the resident’s reports of floods affecting the property.
The complaint is about the landlord’s handling of the resident’s concerns about domestic abuse.
The complaint is about the landlord’s response to the resident’s concerns about: Anti social behaviour (ASB). Staff conduct.
The complaint is about the landlord’s response to the resident’s: Request to re-classify the property and reduce the rent. Concerns regarding the legality of the Tenancy Agreement (TA). Request for a transfer to a larger property. Reports of repairs to the floorboards. Concern about the communication regarding the rent increase for 2023 to 2024. Concern that other residents living in the same block pay different rent charges. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s response to the resident’s reports of leaks in the property.
The complaint is about the landlord’s handling of: A leak to the resident’s property. The resident’s insurance query.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould at her property. The Ombudsman has also investigated the landlord’s complaint handling.