Sanctuary Housing Association

2 published Housing Ombudsman decisions about repairs in this landlord’s homes, each read against the source. Part of our Housing Disrepair Index.

Read this first

These are not all the decisions about this landlord. They are the ones in our set, which was chosen because the complaints concerned damp, leaks, heating or pests. The number here says how many we read, not how many exist, and it cannot be compared with the number on another landlord’s page.

Each finding describes how one complaint was handled at one time. It is not a statement about how this landlord operates today, and it is not a verdict on the organisation.

About this landlord

This landlord is a housing association — a registered provider of social housing. It must belong to the Housing Ombudsman Scheme, so the Ombudsman route is open to its tenants once its own complaints process is finished.

For how the routes work when your landlord is a housing association, see housing association disrepair claims.

The decisions

Case 202408768decided 22 April 2025

In case 202408768 (Sanctuary Housing Association, decided 22 April 2025), the Housing Ombudsman’s most severe finding on the condition of the home was maladministration, on “handling of the resident’s reports of a loss of heating and hot water”.

What was decided, issue by issue

maladministration — handling of the resident’s reports of a loss of heating and hot water (disrepair)

Money was involved, but not as a single ordered total — the decision records 2 awards, which may include sums the landlord had already offered. The index data sets out each one. It made 2 orders — an order binds the landlord, a recommendation does not.

A senior manager to provide a written apology to the resident.
Pay £350 within 28 days and provide evidence of compliance.

Read the full decision on the Housing Ombudsman’s site

Case 202219328decided 31 October 2023

In case 202219328 (Sanctuary Housing Association, decided 31 October 2023), the Housing Ombudsman’s most severe finding on the condition of the home was no maladministration, on “handling of the damp and mould”.

What was decided, issue by issue

no maladministration — handling of the damp and mould (disrepair)
no maladministration — decision not to offer compensation (other)

The decision expressly found that no compensation was due.

Read the full decision on the Housing Ombudsman’s site

If this is your landlord

A decision about someone else’s complaint does not decide yours, and it is not evidence in your case. What it does show is that the route works and what it can produce. The free routes come first, and they cost nothing: report the repair in writing, use the landlord’s formal complaints process, and then escalate free to the Housing Ombudsman.

Whether a legal claim is also possible depends on your own facts. Our overview of housing disrepair claims explains what one involves.

Other housing associations in the index

Listed alphabetically, not ranked. See every landlord in the index.

Corrections

Every statement on this page comes from a published decision linked above. If anything here misdescribes a decision — including if you act for this landlord — tell us and we will correct it and say what changed. How the data was produced and checked is set out in the methodology.

RemedyBridge provides a free initial check for housing disrepair problems in England & Wales. The result is a guide only and never tells you that you definitely have a claim. Checking your situation is free.

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