Sanctuary Housing is one of the UK’s leading providers of housing, care and commercial services, Sanctuary manages over 105,000 homes throughout England and Scotland, including general rented, retirement living, supported housing, student and key worker accommodation, and care homes. Sanctuary also provides a range of other services including maintenance and telecare. Development is a key part of their business. Sanctuary Housing are (according to them) committed to building more social housing and believe it is critical to creating a housing market that functions for everyone. Sanctuary Housing are a charitable organisation, operating as a social enterprise, and they adopt an ethical and responsible approach to business. This includes working in a way that is genuinely sustainable. Sanctuary Housing are a major employer and an Investor in People. Every day their 13,000 staff make a real difference to the lives of the people they support, some of whom are the most vulnerable and disadvantaged in society. Sanctuary Housing offer high quality services and work closely with their customers to make sure their needs are being met.
RSH Strapline judgement
Provider: Sanctuary Housing Association
Name or Reg Code change details: None
Regulatory code: L0247
Publication date: 26 October 2022
Governance grade: G1
Viability grade: V2
Regulatory route: Stability Check
Housing Ombudsman
Sanctuary Housing Association (201914691)
This complaint is about the landlord’s handling of the resident’s reports of a pest infestation.
Sanctuary Housing Association (202107138)
The complaint is about the landlord’s response to the resident’s concerns about staff conduct. The Ombudsman has also investigated the landlord’s response to the incident that occurred outside the resident’s property.
Sanctuary Housing Association (202007219)
The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.
Sanctuary Housing Association (202013347)
This complaint is about the landlord’s handling of the resident’s reports of Anti-social behaviour (ASB).
Sanctuary Housing Association (202016572)
The complaint concerns how the landlord dealt with the resident’s reports of antisocial behaviour (ASB) and noise nuisance: Prior to December 2019. From December 2019 onwards.
Sanctuary Affordable Housing Limited (202006518)
The complaint is about the landlord’s: Handling of the resident’s reports of antisocial behaviour (ASB). Response to the concerns raised by the resident about subletting. Decision to issue the resident with an acceptable behaviour contract. Response to the resident’s concerns about the number of visitors to the upstairs flat. Response to the resident’s concerns raised about the communal garden. Response to the resident’s concerns about the post being left in the communal area of the building. Complaint handling.
Sanctuary Housing Association (202003165)
The complaint is about: the landlord’s response to concerns raised by the resident about breaches of health and safety protocol whilst work was being undertaken at the property. the completion of bathroom works at the property.
Sanctuary Housing Association (202108590)
The complaint concerns the accuracy of a listing on Devon Homes Choice.
Sanctuary Housing Association (202102360)
This complaint is about:
Sanctuary Housing Association (202109211)
The complaint is about the landlord’s handling of the resident’s reports of: Damp and mould at the property and associated repairs. The landlord’s complaint handling. Physical and mental health issues experienced by the resident.
Sanctuary Housing Association (202012638)
The complaint is about the landlord’s handling of the resident's reports of defects at his new build property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Affordable Housing Limited (201914180)
The complaint was about: The landlord‘s response to the resident’s report of rodent infestation, including the level of compensation offered to the resident. The landlord’s complaint handling, including delays in responses.
Sanctuary Housing Association (202015195)
The complaint concerns the landlord’s: Response to the resident’s reports about the level of the service charges. Response to the resident’s queries about the service charge account. Complaint handling.
Sanctuary Housing Association (202112724)
REPORT COMPLAINT 202112724 Sanctuary Housing Association 26 January 2022 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. This is […]
Sanctuary Housing Association (202101582)
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request to transfer properties. Associated complaint.
Sanctuary Housing Association (202003722)
This complaint is about the landlord’s handling of: reports made by the resident prior to 2018 of cracks to her bedroom and living room walls and ceilings; the resident’s more recent reports of cracks to her bedroom and living room walls and ceilings; the resident’s requests for it to remove washing lines and bulky items from communal areas; the resident’s questions about electrical works.
Sanctuary Housing Association (202008536)
The complaint was about the landlord’s handling of:
Sanctuary Housing Association (202014810)
The complaint is regarding: The landlord’s response to the resident’s reports of repairs needed in her property. The condition of the property at the start of the resident’s tenancy. The landlord’s response to the resident’s request to be compensated for damaged belongings.
Sanctuary Housing Association (202101495)
The complaint is regarding the landlord’s response to the resident’s reports of anti-social behaviour (ASB). This Service has also made a finding in relation to the landlord’s complaint handling.
Sanctuary Housing Association (202100074)
The complaint is about the level of rent at the property.
Sanctuary Housing Association (202015737)
REPORT COMPLAINT 202015737 Sanctuary Housing Association 21 February 2022 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. This is […]
Sanctuary Housing Association (202121990)
The complaint is about:
Sanctuary Housing Association (201805588)
REPORT COMPLAINT 201805588 Sanctuary Housing Association 22 April 2022 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. This is […]
Sanctuary Housing Association (202117572)
The complaint is about the landlord's response to damage to the resident’s possessions, including a carpet, caused by the sprinkler system.
Sanctuary Housing Association (202120335)
The complaint is about the landlord’s handling of: Repairs to the resident's flooring. The associated complaint.
Sanctuary Housing Association (202112456)
The complaint is about: The condition of the property at the start of the tenancy and the landlord’s handling of the required repairs. The landlord’s handling of the associated complaint.
Sanctuary Housing Association (202122108)
The complaint is about the landlord’s handling of the resident’s fence repair and its communication about this.
Sanctuary Housing Association (202126459)
The complaint is about the landlord's handling of the resident's reports of no heating.
Sanctuary Housing Association (202100264)
The complaint is about: The landlord’s handling of the resident’s reports concerning the condition of the kitchen at her property. The landlord’s response to the resident’s request for the kitchen to be replaced.
Sanctuary Housing Association (202104706)
The complaint is about the landlord’s response to the resident’s report of damp and mould in the property and the repair to the front door. The complaint is about the level of compensation for the resident’s damaged belongings. The complaint is about the complaint handling.
Sanctuary Housing Association (202005281)
The complaint concerns how the landlord handled the resident’s:
Sanctuary Housing Association (202015054)
REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 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. This is […]
Sanctuary Housing Association (201914140)
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Repairs to the resident’s washing machine. Repairs to the resident’s fridge.
Sanctuary Housing Association (202016131)
The resident complained about the landlord’s response to reports about the condition of the windows.
Sanctuary Housing Association (201910465)
The complaint is about the level of service charges and service charge increase, as well as the landlord’s communication regarding the service charges, including the amount payable and its response to queries regarding the amount.
Sanctuary Housing Association (201914575)
REPORT COMPLAINT 201914575 Sanctuary Housing Association 15 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
Sanctuary Housing Association (202003183)
The complaint is about the landlord’s response to the resident’s reports of damp and mould in his property.
Sanctuary Housing Association (202004462)
The complaint is about the landlord’s response to: the resident’s reports of damp and mould in the property leading up to 2017. the resident’s reports of damp and mould in the property from 2018. The Ombudsman has also investigated how the landlord handled the resident’s formal complaint.
Sanctuary Housing Association (202009170)
The complaint is about the landlord’s: response to the resident’s reports of disrepair to the external fascia on her property; complaints handling.
Sanctuary Housing Association (202003924)
The complaint is about the landlord’s response to the resident's report of being stuck in the lift at her property. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
Sanctuary Housing Association (202003179)
The complaint is about the landlord’s:
Sanctuary Housing Association (202002647)
The complaint is about: the landlord’s handling of repairs to the exterior of the resident’s property; and the landlord’s complaints handling.
Sanctuary Housing Association (202007710)
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The landlord’s handling of the associated formal complaint.
Sanctuary Housing Association (202006829)
The complaint is about the landlord’s response to the resident’s reports of reoccurring leaks at their property.
Sanctuary Housing Association (202008731)
The complaint is about the landlord’s maintenance of the boiler.
Sanctuary Housing Association (201914372)
The complaint is about the level of compensation offered to the resident by the landlord, following a period of time when her shower was inoperative.
Sanctuary Housing Association (202000930)
The complaint is about the landlord’s response to the resident’s requests for compensation following damage to her property caused by mould.
Sanctuary Housing Association (202015725)
The complaint is about the landlord’s response to the resident’s reports about:
Sanctuary Housing Association (202002585)
The resident has complained that: The landlord has not provided a reasonable explanation of, or supporting information for, the service charge items The landlord has increased the rent twice within a year The landlord has managed the rent account inappropriately by agreeing to a direct debit payment date that in turn resulted in arrears The landlord has refused to buy back the shared ownership property, despite offering this option when the property was first bought
Sanctuary Housing Association (202008268)
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the related complaint.
Sanctuary Housing Association (202011577)
This complaint is about the landlord’s handling of: the resident’s reports of anti-social behaviour (ASB); the resident’s request for a rent account refund; the resident’s allegations that staff members breached confidentiality.
Sanctuary Housing Association (202006890)
The complaint is about the landlord’s refusal to allow the resident to purchase the property.
Sanctuary Housing Association (202014667)
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
Sanctuary Housing Association (202006019)
The complaint is about: The landlord’s handling of the resident’s report of an obstruction on her driveway. Complaint handling.
Sanctuary Housing Association (202010279)
The complaint concerns the landlord’s handling of the resident’s reports of antisocial behaviour by his neighbour’s visitor.
Sanctuary Housing Association (202016320)
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
Sanctuary Housing Association (202013441)
The complaint is about the landlord’s handling of leak reports following a repair to the radiator at the resident’s property.
Sanctuary Housing Association (202103455)
REPORT COMPLAINT 202103455 Sanctuary Housing Association 1 August 2021 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. This […]
Sanctuary Housing Association (202010332)
This complaint is about the landlord’s response to: The resident’s reports of repairs to his rear living room window. The resident’s report of alleged anti-social behaviour (ASB). The resident’s concerns about calls he made to the landlord on 3, 4 and 5 August 2020 and his housing officer putting the phone down on him when he called on 29 September 2020.
Sanctuary Housing Association (202015763)
This complaint is about the landlord’s handling of repairs to adaptations at the resident’s property.
Sanctuary Housing Association (202104708)
The complaint is about: The landlord’s handling of repairs to the resident’s kitchen and bathroom. The level of compensation offered in response to the resident’s reports of damp and mould.