Housing association
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 202 published decisions.
Stonewater Limited's maladministration rate (77%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202412704 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of leaks, damp and mould, and maladministration in its provision and administration of temporary accommodation, with no…
202408732 Housing association
The landlord responded to the resident's reports of a rat infestation, acknowledged failings in communication and failure to consider the resident's mental health, and offered compensation. It also failed to comply with…
202405406 Housing association
No maladministration was found in the landlord's handling of the resident's request for a shower installation, as it reasonably directed him through its adaptations process and OT assessment. The landlord offered…
202532282 Housing association
Service failure was found in the landlord's response to the resident's concerns regarding the EWS1 certification for the building, as it failed to proactively inform the resident about potential issues affecting the…
202418656 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to buy the property, service failure in its response to the request for reimbursement of works (as it missed opportunities to…
202438703 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould due to a lack of effective oversight, poor communication, inadequate record keeping, and delays that extended the process and caused…
202330242 Housing association
The landlord provided reasonable redress for its handling of a sewage leak (after an initial miscategorisation error), but committed a service failure by failing to provide details of its liability insurer for the…
202400111 Housing association
The complaint about communal cleaning and associated service charges was resolved with the Ombudsman's intervention. The landlord had missed 8 cleaning visits but only refunded 4; following intervention it agreed to…
202411863 Housing association
The Ombudsman found reasonable redress for the landlord's handling of the resident's management move request, noting unreasonable delays in progressing the application and some communication lapses, but no significant…
202440468 Housing association
Service failure was found in the landlord's response to heating faults at a shared ownership property with an air source heat pump. The landlord failed to properly inform the resident about heat pump maintenance…
202439795 Housing association
The Ombudsman found reasonable redress in the landlord's responses to the resident's reports of damp and mould, noting delays and failure to consider household vulnerabilities but that the apology, compensation offer…
202409485 Housing association
The landlord made an offer of reasonable redress which resolved the resident's complaint about a leak and subsequent damage to the hallway flooring. The landlord failed to replace the flooring within expected timeframes…
202412278 Housing association
The landlord was found to have committed maladministration for its response to the resident's loss of hot water, which lasted 82 days. The compensation offered for loss of hot water was reasonable, but the distress and…
202407745 Housing association
The Ombudsman found service failure in the landlord's response to reports of a leak in the bathroom and subsequent damp, mould and repairs, and maladministration in its response to reports of pests in the property.…
202207436 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of a dog at the neighbouring property and of plant growth coming through the fence, as the landlord took reasonable and proactive steps to…
202303241 Housing association
The Ombudsman found reasonable redress for the landlord's handling of temporary accommodation during a management move, void works and associated repairs, and a rent account query, on the basis that the landlord pays…
202316771 Housing association
The Ombudsman found reasonable redress in the landlord's handling of window repairs and the associated complaint, but maladministration in its handling of door repairs due to delays exceeding its repairs policy…
202402424 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge concerns, as the landlord lacked the right to pass on refuse disposal charges and only recognised its window cleaning…
202307883 Housing association
The landlord accepted failings in its repairs, cleaning and grounds maintenance, and offered refunds and compensation, but its explanations were unclear and contradictory. It also failed to follow its complaints policy…
202528873 Housing association
The Ombudsman found maladministration in the landlord's handling of anti-social behaviour, including hate-related incidents, due to failures to meet its ASB policy requirements, delayed safeguarding works, and poor…
202525242 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to poor record keeping, inadequate inspection reports, delayed responses to concerns about workmanship,…
202340149 Housing association
The complaint about the landlord's handling of concerns regarding data storage and security of resident data in its office was found to be outside the Housing Ombudsman's jurisdiction, as it does not relate to the…
202424991 Housing association
The Ombudsman found reasonable redress on both complaint heads. The landlord unreasonably delayed grounds maintenance and fence repairs, taking 8 months (outside its 28-day repairs policy timescale), and failed to…
202425538 Housing association
The Ombudsman found service failure in the landlord's handling of repairs (failure to update the resident about outstanding works and to provide liability insurer details), reasonable redress for its handling of…
202307114 Housing association
The Ombudsman found maladministration in the landlord's handling of grounds maintenance, as it did not address the resident's concerns about being charged for services not delivered and did not refund the full affected…
202424351 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about communal lift installations, as its apology failed to reflect the likely distress and inconvenience caused by poor…
202513245 Housing association
The Ombudsman found maladministration in the landlord's handling of ongoing damp and mould, which was not adequately addressed over a prolonged period despite the resident's vulnerabilities, and a service failure in its…
202340473 Housing association
The complaint concerned the landlord's response to reports of damp and mould. The complaint was resolved with intervention: following contact from the Ombudsman, the landlord agreed to pay a total of £1,946.15…
202408404 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs and fire safety concerns, and service failure in its handling of service charge concerns, the request to use an…
202438434 Housing association
The Ombudsman found service failure in the landlord's early handling of the resident's ASB reports: despite being aware of repeated reports from June 2024, it did not promptly implement its full ASB policy framework…
202321946 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the property due to ongoing delays after its stage 2 response (including windows, door, bathroom, plastering and guttering), and service…
202410814 Housing association
There was maladministration in the landlord's handling of reports of damp and mould: it failed to complete a roof survey and subsequent external/roofing works in a reasonable time (about 7 months from the April 2024…
202315001 Housing association
The Ombudsman found service failure in the landlord's handling of the grounds maintenance service (an overgrown rose bed obstructing the path to the gas meter box) and reports of insufficient communal lighting, both of…
202338402 Housing association
The Ombudsman found no maladministration in the landlord's method and approach to billing for electricity, reasonable redress for the changes to the window cleaning service, and maladministration in the landlord's…
202508686 Housing association
The Ombudsman found maladministration in the landlord's response to a water leak from an air source heat pump and its handling of the associated repairs, including not offering temporary accommodation for the full 42…
202415013 Housing association
In this group complaint by tenants in one building, the Ombudsman found no maladministration in the landlord's responses to requests for information (service charges, CCTV, aerial, fire safety) and to reports of damp…
202324687 Housing association
The complaint about the increase in the level of the grounds maintenance service charge was outside the Ombudsman's jurisdiction. There was service failure in the landlord's handling of the resident's concerns about the…
202452282 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports that it had not completed retrofit works and damp and mould works following an earlier Ombudsman determination, including a…
202325507 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's service charge review and information requests, her concerns about the communal cleaning service, her requests to replace her windows,…
202501523 Housing association
The Ombudsman found maladministration in the landlord's handling of reported leaks, damp and mould, with significant delays in identifying the cause and completing repairs (works completed about 9 months after first…
202324456 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of water ingress in the kitchen, service failure in its complaint handling, and reasonable redress on the complaints about garden damage,…
202423293 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's antisocial behaviour reports, as it did not follow its ASB policy, failed to address the petrol bomb incident and did not contact the…
202505383 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks, damp and mould, as it excessively exceeded repair timescales, communicated inconsistently, and kept poor records, with…
202329861 Housing association
The landlord did not ensure estate cleaning, window cleaning and grounds maintenance services included in the resident's service charges were delivered to the expected standard. It acknowledged the failings, put an…
202319513 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould reports, failing to confirm responsibility, inspect thoroughly, keep records, or signpost to insurance. Complaint handling was…
202335116 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the communal entrance door and intercom system — it missed its timeframes, communicated poorly with its contractor, and failed to complete…
202501157 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, and maladministration in its handling of the associated complaint. The landlord failed to identify and…
202412475 Housing association
The Ombudsman found service failure in the landlord's handling of reports of fly tipping in a communal bin store, given record-keeping issues, lack of first-hand inspection and unfulfilled commitments on signage and…
202408124 Housing association
Maladministration was found in the landlord's handling of kitchen replacement works, where it delayed resolving cooker issues and failed to meet its commitment to replace the cooker, leaving the resident without a fully…
202447449 Housing association
The landlord's response to service charge concerns amounted to service failure because it did not evidence how it explained its 2022 service charge variation, though its explanations of the charges themselves were…
202504495 Housing association
The Ombudsman found no maladministration in the landlord's handling of reports of leaks, damp and mould, silverfish, and damage to the hallway flooring, as the landlord acted in line with its policies and delays were…
202426493 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to a broken plug socket and in its handling of the complaint. The landlord failed to complete the repair within a reasonable timescale, did not…
202502138 Housing association
The Ombudsman found maladministration in the landlord's handling of flooring repairs, which took over seven months to identify and over a year to raise, with poor communication and failure to follow its repairs,…
202340286 Housing association
The Ombudsman found reasonable redress for the landlord's response to the resident's reports of bed bugs in her flat and communal areas, and for its complaint handling. The landlord made considerable efforts to…
202401522 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of noise nuisance and antisocial behaviour (ASB) — including failure to complete risk assessments and action plans,…
202334196 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of cold temperatures and excessive heat loss (including delay in repairing the storage heater and failure to carry out a heat loss survey), its…
202332610 Housing association
The Ombudsman found maladministration in the landlord's handling of multiple repairs: it failed to follow its repairs policy timescales, did not respond to several reported issues, kept poor records, and gave inadequate…
202429649 Housing association
The Ombudsman found maladministration in the landlord's handling of window repairs. The landlord took 182 days to complete a misted window repair, failed to follow up on contractor-recommended repairs, failed to…
202403427 Housing association
The Ombudsman found the landlord provided reasonable redress for its handling of the resident's concerns about grounds maintenance, where regular grounds maintenance took around 13 months to resume after the resident…
202343131 Housing association
The Ombudsman found maladministration in the landlord's handling of a parking issue and associated neighbour dispute: it did not reassure the resident that it was taking her reports seriously and did not communicate…
202337772 Housing association
The complaint concerned the landlord's handling of issues following a kitchen replacement (poor decoration, tiling, flooring and damaged belongings). The landlord acknowledged the failings, apologised, arranged for…
202447159 Housing association
The Ombudsman found severe maladministration in the landlord's handling of the resident's reports of a roof leak and subsequent damp and mould. Long-lasting repairs were not achieved for more than two years, the…
202323307 Housing association
The Ombudsman found the landlord's pre-investigation offer of redress resolved the complaint about its handling of the resident's reports of roof repairs and damp issues. However, it found service failure in the…
202417872 Housing association
The Ombudsman found service failure in the landlord's handling of grounds maintenance issues in the communal garden, including grass/hedge cutting, items left in the garden, and unanswered requests to split the garden…
202436174 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould. Despite surveys identifying damp and works needed, there were excessive and unnecessary delays - final…
202445844 Housing association
The complaint covered the level of support and its service charges (outside jurisdiction as it belongs to the Local Government and Social Care Ombudsman), staff conduct, requests for rent arrears information, a communal…
202441735 Housing association
The Ombudsman determined the complaint about the landlord's handling of the resident's antisocial behaviour reports and associated complaint is outside its jurisdiction. The resident is the freeholder of the property…
202340091 Housing association
The Ombudsman found maladministration in the landlord's handling of a leaseholder's reports of a broken communal guttering causing external wall damage. Although the initial repair was timely and stage 1/2 offers of…
202449386 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's repair reports. While the landlord's complaint remedies (including £275 compensation) would have amounted to reasonable redress, it failed…
202317276 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of birds living in the property's walls and the associated repairs, and service failure in its complaints handling. The landlord…
202317567 Housing association
The Ombudsman found no maladministration in the landlord's handling of complaints about fencing and ASB, but maladministration in its failure to investigate the resident's bias complaint, service failure in not…
202432300 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour (neighbours using chemicals/weedkillers in communal areas): although it took a range of action in line…
202327120 Housing association
The Ombudsman found service failure in the landlord's handling of the standard of repairs to communal door frames, the standard of painting on the walls, the installation of broadband cables, and its complaint handling,…
202318417 Housing association
The Ombudsman found service failure in the landlord's handling of reports about the standard and frequency of grounds maintenance, and service failure in its complaint handling. The landlord must apologise and pay £400…
202435196 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to a blocked toilet and drain, primarily because of a significant delay in arranging a CCTV survey that should have followed a December 2023…
202323135 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about the standard of its ground maintenance service, and service failure in its handling of the associated complaint. The…
202318054 Housing association
The Ombudsman found service failure in the landlord's response to the resident's service charge enquiries (delays of up to 11 months and non-specific answers) and in its complaint handling (delays across both stages),…
202325785 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about the rear external door and windows (unidentified delays in repairs and poor communication about the planned replacement…
202328956 Housing association
The landlord's response to the resident's concerns about a fault with her solar panels was found to be reasonable redress, as it had offered £400 for its communication failings which the Ombudsman considered sufficient.…
202426067 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports about the condition of the property (including damp and mould) and concerns about the heating system, and service failure in its…
202321327 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of drainage issues (repeated toilet blockages and drain smells), citing poor record keeping and an inappropriate delay in…
202320997 Housing association
The Ombudsman found maladministration in the landlord's handling of a bedroom window repair. There were unreasonable delays (about 8 months to complete), missed appointments and poor, reactive communication; the…
202316469 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's concerns about the quality of cleaning and maintenance services, and service failure in its response to concerns about fire safety…
202424673 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, due to delays in completing investigations, poor communication, and leaving a recurring leak and damp/mould…
202331650 Housing association
The Ombudsman found service failure in the landlord's handling of both the boiler and radiator works and the repair to the window mechanism. For the boiler and radiator, the landlord's total offer of £1,000 compensation…
202230840 Housing association
The service charge level complaint was outside the Ombudsman's jurisdiction. The Ombudsman found maladministration in the landlord's failure to evidence grounds maintenance over roughly six months and in delayed…
202317294 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of a toilet leak: repairs were delayed (84 days from the first leak report until both toilets were fully working), leaving the household…
202345091 Housing association
The Ombudsman found service failure in the landlord's handling of repeated immersion heater repair reports (the hot water fault took 107 calendar days to be properly completed) and in its handling of the associated…
202413372 Housing association
The Ombudsman found the landlord's offer of £423 in redress amounted to reasonable redress for its handling of the resident's reports of water ingress and associated damp and mould, found no maladministration in its…
202329440 Housing association
The landlord unreasonably delayed drainage repairs to paving slabs outside the resident's back door following a flood (98 days, against its 28-day policy), failed to respond to the resident's request for repair to the…
202325998 Housing association
The Ombudsman found the landlord offered reasonable redress for both its handling of antisocial behaviour allegations made against the resident and its complaint handling. It should pay the resident £275 compensation as…
202319832 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's door and window replacements (a 7-month delay in replacing defective bedroom windows, unclear timescales and poor communication) and in…
202325080 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's report of a leak: it responded promptly and rectified the leak, but failed to address her concerns about damaged appliances. It also found…
202310853 Housing association
The Ombudsman found the complaint about the level of service charges and the resident's liability to pay them was outside jurisdiction. It found service failure in the landlord's handling of concerns about the quality…
202421852 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports (delayed inspection and window repairs, failure to follow its damp and mould and repairs policies), its handling…
202318353 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's concerns about the provision and standard of grounds maintenance, and reasonable redress in its complaint handling. The landlord was…
202317801 Housing association
The Ombudsman found reasonable redress on the landlord's handling of a storage heater fire, damp and mould, repair issues and its complaint handling, with the landlord having offered £4,800 in compensation that was in…
202315294 Housing association
The Ombudsman found reasonable redress for the landlord's handling of reported leaks into the bathroom, as its increased £600 offer was proportionate to the impact of the failings. It found service failure in the…
202310570 Housing association
The Ombudsman found maladministration in the landlord's handling of an extension to the resident's starter tenancy: although it was entitled to extend the tenancy and gave fair time to remove excess mobility scooters,…
202305334 Housing association
The Ombudsman found service failure in the landlord's handling of repairs to the resident's back garden steps and wall, due to prolonged delays and inadequate communication, with the works remaining outstanding when the…
202329801 Housing association
The Ombudsman found service delivery failings in the landlord's handling of bathroom and kitchen repairs (including delays raising follow-up and asbestos works, poor contractor communication, and delays completing…
202302280 Housing association
The complaint concerned the landlord's handling of the resident's reports of antisocial behaviour (ASB) and its associated complaint handling. The Ombudsman found the landlord's stage 1 and stage 2 responses…
202413590 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and associated repairs, because a damp survey should have been arranged sooner and the repairs committed for 3 July 2024 were…
202336531 Housing association
The Ombudsman found reasonable redress in the landlord's handling of reports of water ingress at the property. Although the landlord failed to raise a repair promptly, managed the diagnosis and repair poorly, took over…
202318414 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a squirrel infestation, citing delayed pest control visits, a failure to investigate how squirrels were entering, and delayed…
202309215 Housing association
The landlord failed to properly record and respond to the resident's antisocial behaviour reports within its published timescales, resulting in an approximately three-month delay, though it acted appropriately once it…
202318312 Housing association
The landlord reasonably placed the property on its retrofit/sustainability programme to improve energy efficiency, but failed to keep the resident updated on delays, gave an inadequate stage 1 response, and did not…
202310119 Housing association
The Ombudsman found service failure in the landlord's handling of service charge queries: it failed to monitor grounds maintenance, so no service was carried out for over a year after the resident moved in, and grounds…
202311789 Housing association
The complaint concerned the landlord's handling of reports of a brown tail caterpillar infestation in shrubs at the resident's property. The Ombudsman found the landlord's apology and £500 compensation were reasonable…
202312988 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a rat infestation, including a missed appointment and a delay in arranging remedial works after the infestation was resolved.…
202338700 Housing association
The landlord admitted failings in handling the resident's reports of a bathroom leak causing damp and mould: it attended 55 days after the first report, carried out 12 visits without resolving the issue over an…
202305679 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports relating to dog noise or of the resident's reports of ASB by a neighbour, as the landlord acted in line with its ASB policy and the…
202403118 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and her request for compensation. The landlord acknowledged, apologised for and compensated its repair…
202322828 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of a leak from a neighbouring property causing damp and mould, and maladministration in its handling of the associated…
202305000 Housing association
The Ombudsman found service failure in the landlord's handling of reported antisocial behaviour (noise from tarpaulin and fence panels, and the neighbour feeding birds) because it neither opened an ASB case nor…
202309212 Housing association
The Ombudsman found service failure in the landlord's response to the resident's reports of noise nuisance and ASB from a neighbouring property, acknowledging its delay in addressing the resident's mental health…
202220809 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repairs to a kitchen cupboard door and balcony door. The landlord initially delayed and mismanaged the kitchen cupboard door repair, but offered a…
202334959 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to the resident's heating, windows and loft insulation, in its complaint handling, and in its record keeping. The landlord had already awarded…
202314128 Housing association
The Ombudsman found the landlord acted unreasonably in its response to the resident's reports that external communal areas were not maintained — it failed to explain what the service charge covered, why no grounds…
202234676 Housing association
The Ombudsman found reasonable redress by the landlord in both its handling of responsive repairs (significant delays resolving the electrics, a bathroom leak causing damage to the wet room below, and repairs to the…
202301180 Housing association
The Ombudsman found service failure in the landlord's handling of reports that contractors had not done communal cleaning, and maladministration in its handling of communal repairs, which were delayed and left…
202234548 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of noise and antisocial behaviour (ASB). Failings included unreasonably delaying contact and failing to provide an action plan…
202330433 Housing association
The landlord offered reasonable redress for its handling of the front door and kitchen repairs (accepting delays, poor communication and a lack of ownership), but there was service failure in its handling of the…
202318462 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's request for adaptations, due to poor record keeping, unclear communication and further delays of about five months after the complaint…
202225980 Housing association
The Ombudsman found maladministration in the landlord's handling of garden and fence repairs, damaged furniture/contractor behaviour, and complaint handling, ordering total compensation of £1,325 (after crediting prior…
202344467 Housing association
The landlord delayed responding to the resident's report of racial abuse and threats (a hate incident under its ASB policy), taking 26 working days before it agreed an action plan, and it also failed to clarify its…
202233380 Housing association
The Ombudsman found maladministration in the landlord's handling of communal cleaning and grounds maintenance at the resident's housing scheme, and maladministration in its handling of the resident's request for…
202403307 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a leak and the associated damp and mould, and reasonable redress in its complaint handling. The landlord acknowledged an 8-day delay in delivering a…
202310055 Housing association
The Ombudsman found maladministration in the landlord's handling of service charges for support and in its complaint handling. The landlord failed to communicate that it did not charge all residents for support,…
202339798 Housing association
The Ombudsman found maladministration in the landlord's response to reports of a leak from the MVHR unit and associated damp and mould, including delays in repairing/servicing the unit, failing to promptly act on survey…
202341798 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's bedroom ceiling repairs, which were slow, outside its published timescales and remained outstanding, and ordered payment of the £785 it…
202327304 Housing association
The Ombudsman found service failure in the landlord's handling of a leaking shower cubicle (repairs completed 84 days late, poor communication, and a promised shower replacement that was not done or explained),…
202206316 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had purchased the freehold under Right to Buy in 2019 and therefore no longer had the required landlord/tenant relationship when…
202310073 Housing association
The landlord's handling of boiler and hot water repairs, and its complaint handling, amounted to reasonable redress, with the compensation it offered found sufficient. However, its handling of the resident's complaint…
202233580 Housing association
The Ombudsman found the landlord's response to the resident's data breach concerns to be reasonable redress (its offer satisfactorily resolved the complaint), but found maladministration in how it handled the boundary…
202334511 Housing association
The complaint was about the landlord's handling of repairs to a car park access gate, which the resident felt were unnecessarily delayed, causing inconvenience and security concerns. Following the Ombudsman's…
202307788 Housing association
The Ombudsman found maladministration in the landlord's handling of the installation of a drop-down lockable parking bollard to the resident's driveway, and service failure in its handling of the associated complaint.…
202334622 Housing association
The Ombudsman found no maladministration in the landlord's handling of damp and mould at the property, which was carried out in line with its policies and timescales. However, it found service failure in the landlord's…
202312190 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and in its handling of the associated complaint. The landlord failed to follow its damp and mould policy, did…
202329558 Housing association
The complaint concerned the landlord's handling of the resident's reports of repairs to the boiler and its handling of the complaint. Following the Ombudsman's intervention, the landlord agreed via mediation to increase…
202323751 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould and various works: it treated the symptoms with mould washes, did not address the root cause or carry out a risk assessment…
202229688 Housing association
The Ombudsman found service failure in the landlord's response to reports of a rat infestation and in its complaint handling, ordering £350 compensation, an apology, and a pest control policy review.
202305355 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's concerns about grounds maintenance standards (poor communication, poor record keeping, failure to respond within a reasonable timeframe,…
202233117 Housing association
The complaint concerned the landlord's handling of repairs. The Ombudsman found the landlord acted responsively and in line with its repairs policy on the windows, balcony door and central heating, but there were delays…
202303707 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of damp and mould and associated repairs, and maladministration in its complaint handling. The landlord delayed inspecting the…
202213169 Housing association
The Ombudsman found maladministration in the landlord's handling of door disrepair and replacement delays, ordering £480 compensation and an apology. The landlord's response to damp and mould was found to be reasonable…
202301661 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and mould — including delayed ventilation repairs, failure to act on surveyor recommendations, failure to assess risk given the…
202304864 Housing association
The Ombudsman found maladministration in the landlord's management of kitchen flooring works (not completed in line with policy timeframes or to an acceptable standard, with poor oversight), in its handling of the…
202314861 Housing association
The Ombudsman found maladministration in the landlord's handling of the resident's reports of recurring roof leaks causing interior damp and mould over more than two years, including delays in arranging a specialist…
202200334 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of noise and her request to be reimbursed for a fridge-freezer. The landlord responded promptly, made reasonable enquiries,…
202214746 Housing association
The Ombudsman found maladministration for the landlord's handling of repairs to the resident's immersion heater, which left a vulnerable resident without hot water for 7 weeks and with unresolved low water pressure and…
202301443 Housing association
The Ombudsman found maladministration both in the landlord's response to reports of a faulty communal heating system and its handling of repairs, and in its complaint handling including the level of compensation…
202214298 Housing association
The landlord was found to have maladministration for its response to reports of leaks causing damp and mould, including a 6-month delay due to poor communication. The landlord's handling of the associated complaint was…
202218759 Housing association
No maladministration in the landlord's decision to repair rather than replace the resident's windows, as it was entitled to rely on surveyor advice. However, the landlord's complaint handling was delayed and failed to…
202305674 Housing association
The complaint concerned the landlord's handling of a silverfish infestation linked to damp in and around the property. The Ombudsman took a holistic approach to the parties' overall settlement and found the landlord's…
202303389 Housing association
The Ombudsman found reasonable redress on all three complaint heads: the landlord's handling of the bath leak, bathroom flooring and staff conduct; its response to damp and mould including guttering repair delays; and…
202221127 Housing association
The Ombudsman found maladministration in the landlord's repeated failure over multiple complaints to deliver promised grounds maintenance improvements, including a 16-month delay restoring a communal drying area,…
202233065 Housing association
The Ombudsman found maladministration in the landlord's handling of repairs to windows and doors. There were communication failures and delays: the window repairs took around five months, and the landlord failed to…
202223019 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rent/service charge administration, parking safety concerns, property defects and record keeping, while finding reasonable redress for its…
202231044 Housing association
The resident complained about the landlord's response to a kitchen leak and the compensation offered. The landlord attended the emergency leak report within 24 hours but delayed completing the repair/redecoration of the…
202221722 Housing association
The Ombudsman found service failure in the landlord's handling of the resident warden's redeployment for training, breaching the lease and using poor communication methods, and ordered £250 compensation plus a written…
202216988 Housing association
Severe maladministration for disposal of possessions after landlord authorised forced entry and clearance without confirming the resident had moved out, despite his disclosed suicide attempt. Maladministration for…
202223270 Housing association
The Ombudsman found maladministration in the landlord's reactive handling of the resident's service charge and grounds maintenance queries, and service failure in its complaint handling, as redress was only offered…
202208609 Housing association
The Ombudsman found maladministration in the landlord's handling of defect repairs to a shared ownership property and its associated complaint handling. The landlord took over 12 months to complete repairs after taking…
202224250 Housing association
The Ombudsman found severe maladministration in the landlord's handling of long-running damp and mould reports, plus maladministration in its handling of asbestos and the associated complaint, ordering nearly £3,000…
202204943 Housing association
The landlord was found to have maladministration for failing to properly investigate the resident's reports of ASB and hate crime, and for poor complaint handling with multiple confusing responses and delays. Service…
202214459 Housing association
Maladministration for excessive delays (11-14 months) resolving complaints about promised communal facilities at a new-build shared ownership scheme, and for poor complaint handling including a 31-working-day delay in…
202210100 Housing association
The Ombudsman found maladministration for the condition of the property at the start of the tenancy, as the property was not ready for letting and the landlord failed to offer reasonable redress for the resident's…
202126401 Housing association
The Ombudsman found maladministration by Stonewater Limited in its response to leaseholders' concerns about service charge errors, failure to monitor contractors, poor communication with delays of up to two years, and…
202115757 Housing association
The Ombudsman found severe maladministration by Stonewater Limited for its response to reports of a defective rear door (26-month delay), defective windows (31-month delay), and damp and mould (8-month delay to survey,…
202213498 Housing association
The landlord was found to have maladministration for its handling of damp and mould reports and damaged flooring, and service failure for its handling of staff conduct concerns and the associated complaint. The landlord…
202229182 Housing association
The Ombudsman found maladministration in the landlord's handling of ASB reports made by and about the resident, its complaint handling, and its record keeping, including failing to properly investigate reported racial…
202012420 Housing association
The landlord was found guilty of maladministration for its response to damp and mould in a new build home, failing to oversee the defect period, ensure timely repairs, or communicate effectively over 4 years.…
202202095 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress after it failed to properly handle the resident's request to extend a tort notice, resulting in some belongings being removed prematurely. The…
202121185 Housing association
The Ombudsman found maladministration in the landlord's handling of communal repairs (lighting, cupboard locks, and the front door) due to significant delays, poor communication, and inadequate contractor oversight over…
202126957 Housing association
The Ombudsman found maladministration for the landlord's poor communication and multiple failed appointments regarding kitchen unit repairs, ordering £650 compensation. Reasonable redress was found for the extractor fan…
202221583 Housing association
The Ombudsman found maladministration in the landlord's slow and inadequate response to heating concerns and in its complaint handling, including unexplained delays and failure to show flexibility after a bereavement,…
202116666 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of a long-running leak (22 months) at the resident's property, which involved multiple missed appointments, poor communication, and…
202216644 Housing association
The Ombudsman found maladministration for the landlord's failure to communicate with the resident about steps taken regarding a third party's actions (development works affecting communal land), and maladministration…
202206680 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports about noise transfer and insufficient sound proofing. The landlord took reasonable and proportionate steps including sound…
202215713 Housing association
The landlord delayed in completing bathroom repairs and communicated poorly with the resident over a prolonged period. It acknowledged its failings, completed the repairs, offered £2,002.59 compensation, and made…
202215389 Housing association
The landlord delayed repairs to the resident's front door and was unclear about the kitchen replacement timeline. It acknowledged its failings and offered £600 compensation, which the Ombudsman found to be reasonable…
202122462 Housing association
The landlord was found to have maladministration in its handling of a shared owner's reports of water ingress (first reported Nov 2018), its failure to complete internal repairs to rectify damage, and its complaint…
202206658 Housing association
The Ombudsman found no maladministration in the landlord's handling of an ASB allegation against the resident, as it investigated appropriately and took proportionate action. However, the landlord's complaint handling…
202206809 Housing association
The landlord was found to have service failure for taking over 18 months to complete roof and ceiling repairs following a leak, with poor communication and broken promises. The complaint handling was initially delayed…
202125506 Housing association
The Ombudsman found maladministration by Stonewater Limited for its response to reports of damp, mould and leaks at a retirement property. The landlord took approximately six months to fully address the issues, blamed…
202214785 Housing association
The landlord was found to have maladministration for its handling of kitchen replacement works following a leak, taking 52 weeks to replace the kitchen and failing to communicate with the resident. The landlord's…
202201013 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of poor water quality, as it carried out appropriate tests, fitted filters, and made safeguarding referrals. However, there…
202118293 Housing association
The Ombudsman found reasonable redress regarding the landlord's handling of repairs (mould and flooring) as the landlord acknowledged delays and offered £150 compensation. However, there was maladministration in the…
202113433 Housing association
The landlord delayed completing repairs for around 12 months, including hot water, drains, fencing, bathroom works and mould treatment. The Ombudsman found reasonable redress because the landlord acknowledged its…
202120615 Housing association
The Ombudsman found no maladministration regarding heating repairs (intermittent faults reasonably addressed), reasonable redress for the kitchen replacement (landlord added to planned programme and offered £350…
202113387 Housing association
The landlord failed to maintain communal areas and remove rubbish from a car park for around 8 months, despite the resident's repeated requests. The landlord acknowledged its failings and offered £400 compensation plus…
201915252 Housing association
The Ombudsman found reasonable redress (£1,109.83) for the landlord's delays handling water supply issues over ~8 months. No maladministration regarding rent arrears, tenancy rating or court action. Maladministration…
202000534 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's reports of anti-social behaviour (drug use, drug dealing, threats and racial abuse) over several years. The landlord failed to keep…
202010070 Housing association
The Ombudsman found service failure by Stonewater Limited regarding its handling of a resident's complaint about grounds maintenance, communal cleaning, and service charge queries. The landlord's responses were…
202011072 Housing association
The Ombudsman found service failure by Stonewater Limited in its response to repairs of the intercom system (290+ working day delay), its delay in repairing the communal back door (98 working days), and its complaint…
202008221 Housing association
The landlord was found to have service failure in its handling of ASB reports for not taking sufficient practical action or setting out a clear action plan, and maladministration in its complaint handling for failing to…
202005485 Housing association
The landlord took over four months to resolve a boiler leak and heating failure, but its offer of £1,620.48 compensation plus an apology was accepted by the Ombudsman as reasonable redress, resolving the complaint…
202003545 Housing association
The Ombudsman found no maladministration by Stonewater Limited in its handling of the resident's reports of anti-social behaviour between September 2018 and May 2019, as the landlord took appropriate investigative and…
201912877 Housing association
The Ombudsman found service failure regarding the landlord's response to service charge concerns, as the landlord failed to acknowledge the resident had been paying for a laundry service they could not access (no key).…
201903301 Housing association
The Ombudsman found reasonable redress by the landlord for delays in repairing the communal intercom system (outstanding for over a year), delays in providing service charge information, and complaint-handling failures,…
201901180 Housing association
The Ombudsman found reasonable redress for the landlord's handling of repair issues during the defect period and damage to flooring, but maladministration for complaint handling. The landlord missed multiple…
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