Local authority / ALMO / TMO
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 17 published decisions.
Stoke on Trent City Council's maladministration rate (82%) is higher than the average for local authority / almo / tmo (71%) across published Ombudsman determinations.
202409946 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould, and maladministration in its handling of the associated complaint. The landlord failed to assess hazards,…
202447867 Local authority / ALMO / TMO
The Ombudsman found reasonable redress in the landlord's response to the resident's reports of missing cavity wall insulation and related damp and mould repairs, where the resident was without insulation for 9 months…
202412195 Local authority / ALMO / TMO
The landlord was found to have a service failure in its handling of repairs to the resident's property, due to poor communication about the timescales for replacing the fence. It was also found to have maladministration…
202316585 Local authority / ALMO / TMO
The resident, a secure tenant, complained about the landlord's handling of noise from its contractors outside his property and the impact on his human rights, and about its refusal to escalate his associated complaint…
202233104 Local authority / ALMO / TMO
The landlord failed to take responsibility for remedial works and cleaning after cavity wall insulation fibres entered the resident's home, unreasonably passing her to its contractors, delaying repairs and the deep…
202232604 Local authority / ALMO / TMO
The Ombudsman found service failure in the landlord's handling of the resident's concerns about her back door (delays in diagnosing and resolving water ingress, jamming and handle issues) and service failure in its…
202122682 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of concerns about windows, doors, roof and guttering, and maladministration in its complaint handling. The landlord failed to treat repair reports as…
202221758 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a bathroom repair request involving a non-standard shower installation, ordering £923.57 compensation including reimbursement for a repair the resident…
202217123 Local authority / ALMO / TMO
The Ombudsman found no maladministration regarding the landlord's management of the resident's rent account (a direct debit confusion was promptly resolved) or its response to reports of ASB by the Police (which was…
202216660 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of the resident's reports of cracks in the walls, including a 3-month delay in instructing a structural engineer, missed appointments, and poor…
202303410 Local authority / ALMO / TMO
The landlord took over two years to address the resident's reports of damp and mould, cancelled repair jobs without telling the resident, failed to communicate diagnosis and timetables, and shifted blame onto the…
202222040 Local authority / ALMO / TMO
The Ombudsman found maladministration in the landlord's handling of a damp and mould repair linked to a defective roof and chimney that remained unresolved for nearly a year, and service failure in its complaint…
202208976 Local authority / ALMO / TMO
The Housing Ombudsman determined that the complaint about the landlord's handling of ASB from a community garden and play park was outside its jurisdiction, as the garden/park is managed under the local authority's…
202004616 Local authority / ALMO / TMO
The landlord was found to have maladministration for its delayed response to the resident's reports of damp and outstanding repairs, including poor record-keeping and failure to give prior notice of appointments for a…
202113456 Local authority / ALMO / TMO
The Ombudsman found maladministration for the landlord's two-year delay in repairing water ingress into a communal porch and for its poor complaint handling. The landlord was ordered to pay £400 compensation. Issues…
202015689 Local authority / ALMO / TMO
The landlord was found to have maladministration for its handling of roof repairs, complaint handling and record keeping. It delayed completing roof repairs for over 12 months, failed to communicate with the resident…
202003436 Local authority / ALMO / TMO
The Ombudsman found no maladministration by Stoke-on-Trent City Council in its response to the resident's reports of boundary issues after a neighbour removed a hedge and installed a fence. The landlord took reasonable…
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