Check your landlordLandlord
Sanctuary Housing Association
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 416
- December 2020 to May 2026
- Maladministration found
- 69%
- 286 of 416 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 3
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 12 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 416 rulings.
Formerly
Swan Housing Association Limited (8 rulings)
Rulings about former organisations stay under the name the Ombudsman published them under.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 3 | 1% |
| Maladministration | 109 | 26% |
| Partial maladministration | 174 | 42% |
| Reasonable redress | 70 | 17% |
| No maladministration | 45 | 11% |
| Outside jurisdiction | 5 | 1% |
| Mediation | 9 | 2% |
| Unknown | 1 | 0% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 334 |
| Apology | 181 |
| Take Specific Action (non-repair) | 140 |
| Repairs | 101 |
| Other | 60 |
| Case Review | 56 |
| Staff Training | 48 |
| Policy Review | 38 |
| Process Change | 18 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 274 | 216 | |
| Repairs (includes damp and mould) | 269 | 188 | |
| ASB/ | 43 | 31 | |
| Financial | 39 | 24 | |
| Estate Management | 33 | 23 | |
| Moving/ | 31 | 28 | |
| Health and Safety (inc. building safety) | 19 | 17 | |
| Information and data management | 11 | 8 | |
| Occupancy Rights | 7 | 4 | |
| Planned Works | 6 | 5 |
A ruling can have more than one category tag. 29 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 1 | 0 | |
| 2021 | 42 | 12 | |
| 2022 | 42 | 17 | |
| 2023 | 57 | 45 | |
| 2024 | 73 | 55 | |
| 2025 | 145 | 118 | |
| 2026 | 56 | 39 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
95,048 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 240
- Findings
- 565
- Maladministration findings
- 311
- Maladministration rate (share of findings)
- 57%
- Severe maladministration findings
- 12
- Compensation ordered
- £226,078
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
85,565 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 92.5%
- Stage 2 answered on time
- 79.6%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 416The 10 most recent of 416 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 28 May 2026Case 202530793 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of reports of damp and mould. The landlord’s handling of a request for compensation to address damage caused to personal items. We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Other, Repairs, Take Specific Action (non-repair)
- 28 May 2026Case 202411014 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handing of: The resident’s reports about a neighbour’s behaviour, and the landlord’s level of service. The resident’s complaint.”
Recommendations: Compensation
- 21 May 2026Case 202538954 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of damp and mould and associated works. We have also investigated the landlord’s complaint handling.”
Recommendations: Compensation
- 20 May 2026Case 202401850 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s: Handling of heating repairs. Handling of lift repairs. Complaint handling.”
Orders or recommendations: Compensation
- 8 May 2026Case 202437514 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Repairs to a broken window. Complaint.”
Orders or recommendations: Apology, Compensation, Policy Review
- 8 May 2026Case 202348478 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “This complaint is about the landlord’s: Communication about closing the local housing office reception desk. Complaint handling.”
Recommendations: Compensation
- 30 April 2026Case 202532869 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s reports of damp, mould, and cold in the wet room and porch area. We have also considered the landlord’s handling of the complaint.”
Orders or recommendations: Apology, Compensation, Repairs
- 30 April 2026Case 202413836 · Shared OwnershipMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Roof repair. Associated complaint.”
Orders or recommendations: Apology, Case Review
- 30 April 2026Case 202348022 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s report of a pest infestation. The complaint.”
Orders or recommendations: Apology, Compensation
- 29 April 2026Case 202425583 · Shared OwnershipPartial maladministration
What the complaint was about (from the ruling) “The complaint is about: The information the landlord gave the resident when he purchased the property in 2013. The landlord’s handling of the resident’s queries about his heating costs. The landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
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