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: Damp and mould in the property. The resident’s complaint regarding staff conduct. The resident’s concerns regarding its record keeping. The level of compensation offered.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The Ombudsman has also considered the landlord’s: Complaint handling. Knowledge and information management.
REPORT COMPLAINT 202322989 Sanctuary Housing Association 26 June 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 reports of noise and antisocial behaviour from the property above, including the resident’s request for soundproofing and repairs.
The complaint is about the landlord not giving the resident prior notice before the placement of scaffolding around the property The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the shared boiler flue system. Associated complaint.
The complaint is about the landlord’s response to the resident’s concerns about: Heating throughout the property. Smells and contaminated water from the kitchen and bathroom taps. The temperature of the water from the bath and shower taps. The Ombudsman has also considered the landlord’s: Handling of the associated complaint. Record keeping.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould, and the associated remedial repairs.
The complaint is about the landlord’s handling of the resident’s: reports of repairs and damp and mould in the property. reports of cracks and structural defects in the property. concerns about fire safety. request for it to make reasonable adjustments and provide a property that met his disability needs. rent account. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for adaptations at her property. The associated complaint.