Check your landlordLandlord
Stoke-on-Trent City Council
Also published by the Ombudsman as: Stoke on Trent City Council
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 18
- December 2020 to April 2026
- Maladministration found
- 83%
- 15 of 18 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 2
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 1 severe maladministration finding (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334). Based on fewer than 30 rulings, so one new ruling can move the percentage by several points.
Open the full interactive viewSee, filter and share all 18 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 2 | 11% |
| Maladministration | 10 | 56% |
| Partial maladministration | 3 | 17% |
| No maladministration | 2 | 11% |
| Outside jurisdiction | 1 | 6% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 15 |
| Apology | 9 |
| Case Review | 5 |
| Take Specific Action (non-repair) | 4 |
| Other | 3 |
| Policy Review | 2 |
| Repairs | 2 |
| Process Change | 1 |
| Staff Training | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 13 | 13 | |
| Managing Relations | 11 | 10 | |
| ASB/ | 1 | 0 | |
| Estate Management | 1 | 1 | |
| Financial | 1 | 1 | |
| Information and data management | 1 | 1 | |
| Planned Works | 1 | 1 |
A ruling can have more than one category tag. 1 ruling has no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 1 | 0 | |
| 2021 | 0 | 0 | |
| 2022 | 2 | 2 | |
| 2023 | 5 | 4 | |
| 2024 | 5 | 5 | |
| 2025 | 3 | 2 | |
| 2026 | 2 | 2 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
17,726 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 5
- Findings
- 9
- Maladministration findings
- 8
- Maladministration rate (share of findings)
- 89%
- Severe maladministration findings
- 1
- Compensation ordered
- £3,250
Name in the Ombudsman’s report: Stoke on Trent City Council.
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
17,274 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 67.7%
- Stage 2 answered on time
- 55.2%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
Name in the Regulator’s data: Stoke on Trent City Council.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 18The 10 most recent of 18 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 8 April 2026Case 202409946 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord’s response to the resident’s reports of damp and mould. The landlord’s handling of the associated complaint.”
Orders or recommendations: Apology, Compensation, Other
- 26 February 2026Case 202447867 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to: The resident’s reports of missing cavity wall insulation and related damp and mould repairs. Complaint handling.”
Orders or recommendations: Apology, Case Review, Compensation
- 25 April 2025Case 202416992 · Secure TenancySevere maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of damp and mould at the resident’s property.”
Orders or recommendations: Case Review, Compensation
- 17 April 2025Case 202412195 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Repairs to the resident’s property. Damp and mould in the property.”
Orders or recommendations: Apology, Compensation, Other
- 26 February 2025Case 202316585 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of noise from contractors outside his property and the impact of this on his human rights. Associated complaint.”
- 30 October 2024Case 202233104 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of remedial works and cleaning following the installation of cavity wall insulation at the resident’s property. This Service has also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 21 October 2024Case 202232604 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s concerns about the back door to her property. The Ombudsman has also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation
- 27 February 2024Case 202122682 · Secure TenancyMaladministration
Orders or recommendations: Case Review, Compensation, Repairs, Take Specific Action (non-repair)
- 1 February 2024Case 202221758 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of a request to complete repairs in the resident’s bathroom.”
Orders or recommendations: Apology, Compensation, Policy Review, Take Specific Action (non-repair)
- 10 January 2024Case 202217123 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is regarding the landlord’s: Sharing of the resident’s personal data with utility companies. Management of the resident’s rent account. Response to the resident’s reports of anti-social behaviour (ASB) being carried out by the Police. This…”
Orders or recommendations: Compensation, Policy Review
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