Stonewater Limited (202113433)
The complaint is about the landlord’s handling of the resident’s request for repairs.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
Decisions
Tandridge District Council (202117404)
This complaint is about the landlord’s response to concerns raised about the attitude and approach of the resident’s former housing officer and the resident’s request for that officer to be changed. On 17 June 2021, the landlord issued its stage one response, referring to a formal complaint registered on the …
The Guinness Partnership Limited (202113264)
The complaint is about the landlord’s: Handling of the resident’s reports of repairs required to plaster cracks at the property. Complaint handling.
The Guinness Partnership Limited (202214004)
The complaint is about the landlord’s handling of repairs needed in the resident’s property, and the resident’s request for a rent adjustment in view of this.
Weaver Vale Housing Trust Limited (202105585)
This complaint is about the landlord’s: Response to the resident’s reports of leaks, damp and mould; Response to the resident’s request for a replacement kitchen and bathroom; Response to various other repairs, including a defective gulley; Complaint handling; Record keeping.
A2Dominion Housing Group Limited (202111916)
The complaint is about: The landlord’s handling of repairs to the resident’s toilet. The landlord’s response to the resident’s reports of poor conduct from its staff and contractors. The landlord’s complaint handling.
London & Quadrant Housing Trust (202205075)
The complaint concerns how the landlord handled repairs to the kitchen sink and balcony in the property.
Newcastle City Council (202120870)
The complaint is about the landlord’s handling of: The resident’s reports of a pest infestation in her former property. The associated complaint.
Optivo (202103609)
This complaint is about the landlord’s response to the resident’s: concerns regarding the service charges applied to the account for water charges; report of anti-social behaviour (ASB).
Peabody Trust (202109625)
Places for People Group Limited (202122124)
The complaint is about the landlord’s: Offer of reimbursement (amount) to the resident for the service charge of the communal light and power. Response to the resident’s request that the landlord reimburse her for the communal electricity charges she had incurred since 2006.
Platform Housing Group Limited (202015316)
The complaint is about: The landlord’s response to the resident’s request for information about the 2019/20 service charges. The level of service charges for communal electricity and grounds maintenance and whether the charges were correct. The landlord’s handling of the resident’s complaint regarding the service charges.
Rochdale Boroughwide Housing Limited (202206340)
The complaint is about
Royal Borough of Kensington and Chelsea (202110067)
The complaint is about: The landlord’s response to the resident’s concerns regarding the standard of caretaking. The landlord’s response to the resident’s report of a missed repair appointment and concerns raised about lighting repair works. The landlord’s handling of the resident’s complaint about the conduct of a call handler.
Sanctuary Housing Association (202105061)
This complaint is about the landlord’s handling of: the priority awarded to the resident’s transfer application. the repairs to the resident’s property following the leak into the lounge; the related complaint.
Sanctuary Housing Association (202205114)
The complaint is about the landlord’s handling of the resident’s requests for drainage repairs to be completed.
Trafford Housing Trust Limited (202123374)
The landlord’s response to the resident’s concerns about the handling of the communal garden outside his home.
Cornwall Housing Limited (202113354)
The complaint is about: The landlord’s response to the resident’s reports of her wet room being defective. The landlord’s handling of the associated complaint. The landlord’s response to the resident’s report of damp and mould.
Cottsway Housing Association Limited (202205746)
The complaint is about the landlord’s handling of, and response to, the resident’s application for a mutual exchange.
Newham Council (202111880)
The complaint is about: The landlord’s handling of a report of antisocial behaviour regarding the resident, which resulted in her receiving a warning letter; The landlord’s response to the resident’s complaint about the conduct of an employee; The landlord’s complaint handling.
The Riverside Group Limited (202208737)
The complaint is about: The landlord’s response to the resident’s request that his kitchen, kitchen door, windows, external doors and radiators be repaired or replaced. The landlord’s handling of the assciated complaint.
Westminster City Council (202205212)
REPORT COMPLAINT 202205212 Westminster City Council 27 January 2023 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. […]
Anchor Hanover Group (202017364)
The complaint is about: The landlord’s response to concerns about the suitability of the resident’s former property. The landlord’s refusal to grant the resident access to view CCTV footage. The landlord’s assertion that the resident was in rent arrears. The resident’s concerns that the landlord told other parties he had …
Arun District Council (202110505)
REPORT COMPLAINT 202110505 Arun District Council 26 January 2023 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 […]
Magenta Living (202204877)
The complaint is about: The landlord’s response to the resident’s request to be reimbursed for food that was spoilt due to electrical faults in the property. The delays in the landlord onboarding the energy hub at the property, and providing the information needed to the energy company.
Sovereign Network Homes (202127215)
The complaint is about the landlord’s handling of: The resident’s enquiries about service charges for communal electricity. The resident’s complaint.
The Riverside Group Limited (202216106)
The complaint is about the level of compensation the landlord has offered for damage caused by its contractor to the wallpaper and a set of drawers in the resident’s bedroom.
Bristol City Council (202120397)
The complaint is about the landlord’s handling of the resident’s reports about the poor condition of their neighbour’s garden.
Clarion Housing Association Limited (202128256)
The complaint is about the landlord’s: response to the resident’s reports about a communal wall; complaints handling.
Southwark Council (202102902)
The complaint is about the landlord’s handling of the resident’s reports of loss of heating to her home. The Ombudsman has also assessed the landlord’s complaint handling.
The Riverside Group Limited (202207502)
The complaint is about the landlord's handling of the resident’s reports of poor quality work and damage caused by contractors when replacing her kitchen and bathroom, and the compensation offered for this.
Welwyn Hatfield Borough Council (202107327)
The complaint is about: The landlord’s response to the resident’s concerns about the condition of the property at the start of her tenancy. The landlord’s response to the resident’s reports of damp and mould throughout the property and its handling of repairs. The landlord’s response to the resident’s request for …
Islington Council (202126743)
The complaint is about the landlord’s: Response to the resident’s reports of an infestation of mice at his property. Handling of the related complaint.
London Borough of Hounslow (202206213)
The complaint is about the landlord’s: Handling of repairs to the ventilation system in the resident’s bathroom. Response to the resident’s request to be reimbursed for renovation works to her bathroom that she completed independently. Response to the resident’s concerns about the conduct of a staff member.
London & Quadrant Housing Trust (202209429)
The complaint is about the landlord’s response to the resident’s request for their fence to be repaired.
Paragon Asra Housing Limited (202206764)
The complaint is about the landlord’s: Response to the resident’s request for her kitchen to be renewed. Handling of repairs to the resident’s kitchen. Handling of repairs to the resident’s toilet. Handling of repairs to the resident’s skylight. Handling of the resident’s reports of damp and mould in the property. …
Birmingham City Council (202122983)
The complaint is about: The landlord’s refusal to replace the resident’s kitchen. The landlord’s record keeping.
Clarion Housing Association Limited (202109046)
The complaint is about: The landlord’s response to the resident’s concerns related to staff conduct. The landlord’s complaint handling.
Hyde Housing Association Limited (202206639)
The complaint is about the landlord’s: Response to the resident’s concerns that the property was unhabitable. Handling of repairs that the resident reported on the start date of his tenancy. Complaint handling. Record keeping.
Lewes District Council (202128624)
The complaint is about the landlord's handling of: The resident’s request for the kitchen to be adapted to allow for the installation of a dishwasher. The resident’s reports of cracks behind the boiler.
Royal Borough Of Greenwich (202121873)
The complaint is about the landlord’s handling of the resident’s complaints of gaps between the concrete floor and skirting boards in the property, and a subsequent draught and cold.
Settle Group (202208571)
The complaint is about: The landlord’s handling of the resident’s reports of defects in his property including the length of time taken to rectify this. The associated complaint handling.
The Guinness Partnership Limited (202204790)
The complaint is about the landlord’s handling of reports received about the resident’s behaviour towards concierge staff.
Your Housing Limited (202127504)
The complaint is about the landlord’s handling of: The repair of the resident’s front door lock, and the subsequent offer of compensation for this. The associated complaint.
West Kent Housing Association (202123016)
The complaint is about the landlord's response to the resident’s concerns about proposed changes to the alert systems at their property.
Anchor Hanover Group (202210252)
The complaint is about: The landlord’s response to the resident’s concerns about the hedge at the rear of her property. The landlord’s response to the resident’s report of staff conduct. The landlord’s handling of the associated complaint.
East End Homes Limited (202017580)
The complaint is about the landlord’s: Response to the resident’s reports of flooding at his property and the associated damage. Complaint handling.
London Borough of Ealing (202014662)
The resident’s complaint is about the landlord's handling of his complaints of Anti Social Behaviour (“ASB”) by neighbours and the impact of the neighbours smoking.
London & Quadrant Housing Trust (202203488)
The complaint is about the landlord’s handling of a job to replace the resident’s blind. This Service has also made a separate finding regarding the landlord’s handling of the complaint.
Optivo (202108988)
The complaint is about the landlord’s handling of: the resident’s request to be rehoused. the resident’s complaint.
Decisions by year
Read the chart values
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)