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 concerns about: Staff conduct, communication, policies, culture and services, management of her tenancy agreement, and her vulnerabilities. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Concerns about the communal lighting. Associated complaint.
The complaint is about the landlord’s handling of: Repairs including water damage, the windows, the bathroom, the kitchen units, and cracks on the outside of the property. Mice at the resident’s property.
The complaint is about the landlord’s handling of leaks, damp and mould in the resident’s home.
The complaint is about: The landlord’s response to the resident’s reports of disrepair to her flooring. The landlord’s failure to provide the resident with information about the presence of asbestos in her property at the start of her tenancy. The landlord’s handling of the associated complaint.
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.
The complaint is about the landlord's handling of the resident’s reports of antisocial behaviour (ASB).
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.