Our decisions are published as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020, and are published 3 months after the final decision date. In some cases, we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
The complaint is about the landlord's handling of the resident’s reports about repairs needed to the main gate, and as a result of these not being done, there has been an alleged issue with illegal parking and cars being abandoned.
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 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.
This investigation considers the landlord’s response to the reports of leaks, damp and mould, in the resident’s home.
The complaint is about the landlord’s handling of the repairs to the resident’s shower.