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 200 published decisions.
Stonewater Limited's maladministration rate (89%) is higher than the average for housing association (79%) across published Ombudsman determinations.
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 Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Management of the building, estate and the associated charges. Complaint handling. Our decision (determination) We…
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, maladministration, severe maladministration, service failure in the landlord’s handling of The landlord’s response to: The resident’s reports concerning grounds maintenance and…
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, service failure, no maladministration, severe maladministration in the landlord’s handling of The landlord’s handling of the residents’ concerns about: grounds maintenance pest…
202424351 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of the resident’s concerns about the communal lift…
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 Ombudsman found maladministration in the landlord’s handling of The landlord’s response to reports of damp and mould. Our decision (determination) The complaint was resolved with intervention. We have made…
202408404 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, outside jurisdiction, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Concerns regarding his…
202438434 Housing association
The Ombudsman found service failure, no maladministration, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of ASB. Complaint. Our decision…
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
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of damp and mould. The associated complaint. Our…
202315001 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) We found there was service failure in the landlord’s…
202338402 Housing association
The Ombudsman found no maladministration, maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of 5Decision Case ID 202338402 Decision type Investigation Landlord…
202508686 Housing association
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a water leak at her property and its handling of the…
202415013 Local authority / ALMO / TMO
The Ombudsman found no maladministration, service failure, maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s: Request for information…
202324687 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, outside jurisdiction, reasonable redress in the landlord’s handling of : a. An increase in the level of grounds maintenance service…
202452282 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns it had not completed retrofit works and damp and…
202325507 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of We have made orders for the landlord to put things right. Summary of reasons The landlord did not follow its policy in…
202501523 Local authority / ALMO / TMO
The Ombudsman found maladministration, reasonable redress, service failure, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: Leaks, damp and mould in her home.…
202324456 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of Our decision (determination) We have found that there was: The landlord made an offer of…
202423293 Local authority / ALMO / TMO
The Ombudsman found service failure, no maladministration, reasonable redress, severe maladministration, maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s:…
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 Ombudsman found reasonable redress, severe maladministration, maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of cleaning standards in communal…
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, reasonable redress, severe maladministration, maladministration in the landlord’s handling of The landlord’s response to reports of issues with the communal entrance door and…
202501157
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the associated…
202412475 Local authority / ALMO / TMO
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of fly tipping in a communal bin…
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 Ombudsman found service failure, maladministration, no maladministration, severe maladministration in the landlord’s handling of Our decision (determination) We have found that: There was service failure in the…
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, severe maladministration, maladministration, reasonable redress in the landlord’s handling of Our decision (determination) We have found there was service failure with the landlord’s…
202502138
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord's handling of: repairs to flooring. the resident's request for a management move.. Total compensation ordered: £400.
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
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of noise nuisance and antisocial behaviour (ASB). We have also considered the landlord’s complaint…
202334196
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of cold temperatures inside, and excessive heat loss from the property the resident’s request for…
202332610
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of multiple repairs at the resident’s property. The Ombudsman has also considered the landlord’s…
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
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Concerns about grounds maintenance. Associated complaint.. Total compensation ordered:…
202343131
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a parking issue and associated neighbour dispute. We have also investigated the landlord’s handling of the resident’s…
202337772
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of issues following a kitchen replacement..
202447159
The Ombudsman found severe maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a roof leak and subsequent damp and mould.. Total compensation ordered: £4985.
202323307
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s report of roof repairs and damp issues in her home. Complaint handling.. Total compensation ordered: £100.
202417872
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of grounds maintenance issues in the communal garden. The associated complaint.. Total compensation…
202436174
The Ombudsman found maladministration in the landlord’s handling of the landlords handling of the resident’s reports of damp and mould..
202445844
The Ombudsman found reasonable redress in the landlord’s handling of : The resident’s concerns regarding the level of support provided by the landlord and the service charges for this support. The landlord’s response to…
202441735
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB) Associated complaint.
202340091
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a guttering repair and external wall damage.. Total compensation ordered: £425.
202449386
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs.. Total compensation ordered: £150.
202317276
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of birds living in the property’s walls and associated repairs. The Ombudsman has…
202317567
The Ombudsman found no maladministration, maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s complaints about: Fencing. Bias. Anti-social behaviour (ASB).…
202432300
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports of antisocial behaviour (ASB), in particular her reports of her neighbours using…
202327120
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Handling of repairs at the property, and within communal areas, including: the standard of repairs to door frames. the…
202318417
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports about the standard and frequency of grounds maintenance. We have also considered the landlord’s handling of the…
202435196
The Ombudsman found maladministration, no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to a blocked toilet and drain. Concerns about damage to the resident’s…
202323135
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about the standard of its ground maintenance service. The Ombudsman has also…
202318054
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Service charge enquiries. Reports of communal repairs. We have also investigated the…
202325785
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about the rear external door and windows. We have also investigated the landlord’s complaint…
202328956
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the: resident’s concerns about a fault with her solar panels. associated complaint..
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
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of issues with the drains. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202320997
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a window repair.. Total compensation ordered: £375.
202316469
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident concerns about: The quality of cleaning and maintenance services provided. Its 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
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: works to the resident’s boiler and the replacement of a radiator at the property. repairs to a window mechanism at the…
202230840
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports about: The level and reasonableness of estate service charges The ground maintenance service. The…
202317294
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord's handling of reports of A toilet leak at the property. Other repairs at the property. We have also…
202345091
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Immersion heater repair reports and the compensation it offered for this. The associated complaint.. Total compensation…
202413372
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of water ingress and associated damp and mould. complaint. We…
202329440
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident's requests for repairs following a flood. The resident’s request for compensation for damage…
202325998
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: handling of allegations of antisocial behaviour (ASB) made against the resident. complaint handling..
202319832
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s door and window replacements. We have also considered the landlord’s complaint handling..
202325080
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling..…
202310853
The Ombudsman found service failure in the landlord’s handling of This complaint is about: The level of service charges and the resident’s liability to pay them. The landlord’s communication with the resident concerning…
202421852
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident's: Reports of damp and mould. Concerns about the communal area. We have also considered the landlord’s:…
202318353
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s concerns about the provision and standard of the grounds maintenance service. The…
202317801
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to the resident’s reports of ASB in 2023. Response to the resident’s report of a storage heater fire.…
202315294
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: Reports of leaks into the bathroom. The associated complaint.. Total compensation ordered: £100.
202310570
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of an extension to the resident’s starter tenancy. We have also investigated the landlord’s complaint…
202305334
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs to the back garden steps and walls.. Total compensation ordered: £200.
202329801
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202329801 Stonewater Limited 21 March 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints…
202302280
The Ombudsman found maladministration, service failure, mediation settlement, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated…
202413590
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of: Faults with the storage heaters and the time taken to replace them. Damp and…
202336531
The Ombudsman found reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of reports of water ingress at the property.. Total compensation ordered: £1125.
202318414
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a squirrel infestation.. Total compensation ordered: £1225.
202309215
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). This Service has also considered the landlord’s…
202318312
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to replace the heating system and improve the property’s energy efficiency. The…
202310119
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of service charge queries. The Ombudsman has also considered the landlord’s complaint handling..
202311789
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of pest control issues..
202312988
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a rat infestation.. Total compensation ordered: £200.
202338700
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of: reports of a leak causing damp and mould. the complaint..
202305679
The Ombudsman found maladministration, no maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Reports of antisocial behaviour (ASB) by the resident relating…
202403118
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould and her request for compensation.. Total compensation ordered: £1822.
202322828
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak from the neighbouring property causing damage including damp and mould. We have also…
202305000
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of antisocial behaviour to include reports of: The presence of rats, and large male foxes. His neighbour’s car parking…
202309212
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Response to the resident’s reports of noise nuisance and antisocial behaviour (ASB) from a neighbouring property. Complaint handling..…
202220809
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the kitchen cupboard door and the balcony door. Request for a bathroom refurbishment..
202334959
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: repairs to the heating, windows and loft insulation at the property. the complaint. We have also considered the landlord’s…
202314128
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s report that the landlord had not maintained the external communal areas..
202234676
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of responsive repairs including: Electrical issues in the property . Leaks in the bathroom and damage to the wet room below.…
202301180
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of : The landlord's handling of reports that contractors had not done communal cleaning. The landlord's handling of…
202234548
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of reports of noise and antisocial behaviour (ASB).. Total compensation ordered: £450.
202330433
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs to the: Front door. Kitchen. Bathroom..
202318462
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: the resident’s request for adaptations. the associated complaint.. Total compensation ordered: £550.
202225980
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a broken fence and other garden issues. The resident’s report of damage caused…
202344467
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of anti-social behaviour (ASB)..
202233380
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Communal cleaning and grounds maintenance at the resident’s housing scheme. The resident’s request for…
202403307
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: A leak in the resident’s property and the associated damp and mould. The subsequent complaint..
202310055
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of service charges for support. The Ombudsman has also investigated the landlord’s complaint handling.. Total compensation…
202339798
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak from the mechanical ventilation with heat recovery unit (MVHR) and…
202341798
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s: Handling of the resident’s bedroom ceiling repairs. Responses to the resident’s damp and mould reports..
202327304
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s reports of: A leak in the shower cubicle. Damp and mould in the…
202206316
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of service charge payments for garden maintenance not being conducted..
202310073
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord's handling of: repairs to the boiler damage to the resident’s personal belongings following a leak complaint…
202233580
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s concerns about: A data breach. How it treated her during a boundary dispute.. Total compensation ordered:…
202334511
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of repairs to the car park access gate..
202307788
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord's handling of: Installation of a drop-down lockable parking bollard to the resident’s driveway. The resident’s associated…
202334622
The Ombudsman found no maladministration, service failure in the landlord’s handling of : the landlord’s handling of damp and mould at the property. the level of compensation it offered to the resident in its response…
202312190
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s handling of the resident’s…
202329558
The Ombudsman found mediation settlement in the landlord’s handling of REPORT COMPLAINT 202329558 Stonewater Limited 19 August 2024 Our approach Under our early resolution process, the Ombudsman works with the resident…
202323751
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports of damp and mould and various works to the property. The Ombudsman has also considered the landlord’s complaint…
202229688
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s: Response to reports of rats in their kitchen; Handling of the associated complaint..
202305355
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s concerns about the standards of grounds maintenance. Complaint handling.. Total…
202233117
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of repairs in the property..
202303707
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould, and associated repairs ; Complaint.. Total compensation ordered: £700.
202213169
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports of: Damp and mould and associated odour. Disrepair to the front and back door and…
202301661
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of reports of damp and mould in the resident’s property. The landlord’s handling of the…
202304864
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s management of flooring works. The landlord’s handling of the resident’s claim for compensation due to damage to the…
202314861
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of leaks from the roof and interior mould. The Ombudsman has also investigated the landlord's…
202200334
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise and her request to be reimbursed for a fridge-freezer..
202214746
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs to the immersion heater. Associated complaint.. Total compensation…
202301443
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of a faulty heating system and its subsequent handling of repairs; complaint…
202214298
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: Response to reports of leaks causing damp and mould. Handling of the associated complaint..
202218759
The Ombudsman found no maladministration in the landlord’s handling of The landlord’s response to the resident’s request to replace the windows within the property. The landlord’s complaint handling as also been…
202305674
The Ombudsman found mediation settlement, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of a silverfish infestation linked to damp in and around the property..
202303389
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202303389 Stonewater Limited 15 March 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202221127
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of the resident’s reports of unsatisfactory ground maintenance.. Total compensation ordered: £350.
202233065
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to windows and doors at the property.. Total compensation ordered: £150.
202223019
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The impact on the resident of a dispute with an energy supplier. Administration of the rent and service charge account. The…
202231044
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a leak in the kitchen and the level of compensation offered..
202221722
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the redeployment of the resident warden.. Total compensation ordered: £250.
202216988
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s disposal of the resident’s possessions. The Ombudsman has also considered the landlord’s complaint handling..
202223270
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s queries about service charges. The Ombudsman has also investigated the…
202208609
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: Defect repairs to the resident’s property. The associated complaint.. Total compensation ordered: £1600.
202224250
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlords handling of: The resident’s reports of damp and mould. Asbestos in the property. The residents…
202204943
The Ombudsman found maladministration, mediation settlement, service failure, reasonable redress in the landlord’s handling of the landlord’s: Handling of the resident’s reports of alleged antisocial behaviour (ASB) and…
202214459
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to reports of a lack of provision of promised communal facilities and about associated service charges. Handling of the…
202210100
The Ombudsman found maladministration, service failure in the landlord’s handling of : The condition of the property at the start of the tenancy. The landlord’s handling of the decant process. The landlord’s handling of…
202126401
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Concerns of administration and calculation of service charge actuals and monitoring of the quality of works.…
202115757
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of REPORT COMPLAINT 202115757 Stonewater Limited 18 December 2023 Our approach The Housing Ombudsman’s…
202213498
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Reports of damp and mould. Reports of damage to the resident’s flooring. The resident’s concerns about…
202229182
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB). The ASB reports made about the resident. The…
202012420
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of This is about the landlord’s: Response to the resident’s report of damp and mould in his new build home.…
202202095
The Ombudsman found maladministration in the landlord’s handling of the landlord’s removal of the resident’s belongings following the end of his tenancy..
202121185
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs to the communal areas of the building, including exterior and interior…
202126957
The Ombudsman found maladministration, reasonable redress, service failure, no maladministration in the landlord’s handling of the landlord’s: response to the resident’s: Subject Access Request (SAR); concerns about her…
202221583
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of the landlord’s: Handling of the resident’s concerns about his heating. Complaints handling..
202116666
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of a leak at the property. The Ombudsman has also investigated the landlord’s complaint…
202216644
The Ombudsman found maladministration in the landlord’s handling of the landlord's: Response to the resident’s concerns about the actions of a third party, and; The associated complaint handling..
202206680
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: noise transfer. insufficient sound proofing in the property..
202215713
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns the landlord’s handling of repairs to the resident’s bathroom..
202215389
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for various repairs in her property.. Total compensation ordered: £600.
202122462
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord's response to the resident’s reports of water ingress and the repairs it carried out to remedy this. The landlord's…
202206658
The Ombudsman found no maladministration in the landlord’s handling of : The landlord’s handling of an antisocial behaviour (ASB) allegation against the resident. The landlord’s complaint handling..
202206809
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of roof and ceiling repairs to address an ongoing leak at the resident’s property. The Ombudsman has also…
202125506
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint concerns: The landlord’s response to reports of damp, mould and leaks. The related complaint.. Total compensation…
202214785
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of the kitchen replacement works following a leak into the property; complaints handling..
202201013
The Ombudsman found no maladministration, maladministration in the landlord’s handling of :. Total compensation ordered: £200.
202118293
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident complained about the landlord’s handling of: Repairs to the property reported in August 2021. Their request for a…
202113433
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for repairs..
202120615
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s heating system. The resident’s request for her kitchen to be replaced.…
202113387
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Service charges paid by the resident for grounds maintenance and cleaning of communal areas. Rubbish removal from the…
201915252
The Ombudsman found severe maladministration, reasonable redress, no maladministration, maladministration in the landlord’s handling of This complaint is about: a. the level of redress the landlord awarded in respect of…
202000534
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB)..
202010070
The Ombudsman found service failure in the landlord’s handling of The resident has complained about the level of service provided by the landlord with regard to grounds maintenance and cleaning and about the handling of…
202011072
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports of repairs required to the intercom system at the property, response to the…
202008221
The Ombudsman found mediation settlement, service failure, maladministration in the landlord’s handling of : the landlord’s handling of reports of Anti-Social Behaviour (ASB). The complaint is also about the landlord’s…
202005485
The Ombudsman found maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s reports of a leak from his boiler.. Total compensation ordered:…
202003545
The Ombudsman found service failure in the landlord’s handling of This complaint is about the resident’s former landlord’s handling her reports of Anti-social Behaviour (ASB) by her neighbour (Ms Y) prior to her tenancy…
201912877
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s response to the resident’s: Concerns regarding service charge elements. Request for reimbursement following…
201903301
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of The resident complains about:.
201901180
The Ombudsman found service failure, maladministration in the landlord’s handling of REPORT COMPLAINT 201901180 Stonewater (5) Limited 15 December 2020 Our approach The Housing Ombudsman’s approach to investigating and…
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