Independent · not part of Stoke-on-Trent City Council
Stoke-on-Trent City Council complaints, compensation and disrepair claims
Your options if Stoke-on-Trent City Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Stoke-on-Trent City Council repairs
LandlordStoke-on-Trent City Council
Has Stoke-on-Trent City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stoke-on-Trent’s repair contactsFree to check · About 2 minutes
You can complain to Stoke-on-Trent City Council, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Stoke-on-Trent City Council hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stoke-on-Trent for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right. In its recent decisions about Stoke-on-Trent, it ordered between £350 and £750 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Stoke-on-Trent’s own target for a routine repair is 28 calendar days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Stoke-on-Trent City Council
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Stoke-on-Trent City Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Stoke-on-Trent City Council
Stoke-on-Trent City Council has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
From stoke.gov.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimStoke-on-Trent’s record
What the regulator and Ombudsman found
Jul 2026: The regulator found an effective repairs service but some weaknesses, including no reporting on whether damp and mould cases meet legal timescales, slow complaint replies due to heavy use of extensions, and limited checks on safety data.
of Stoke-on-Trent tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Stoke-on-Trent in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 July 2026; Stoke-on-Trent tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Stoke-on-Trent
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Stoke-on-Trent City Council at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of damp and mould. Read the decisionMaladministration
£750 ordered - How it handled damp and mould in the property. Read the decisionMaladministration
£350 ordered
Source: Housing Ombudsman decisions.
Has Stoke-on-Trent let you down too? You could claim compensation.
Start your claimQuestions
Stoke-on-Trent City Council complaints and claims: questions
How do I complain to Stoke-on-Trent City Council about repairs?
Online: stoke.gov.uk. By email: customer.feedback@stoke.gov.uk. By phone: 01782 234234. Say what the problem is, when you reported it, and what you want done.
How long does Stoke-on-Trent City Council have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply aimed for within 10 working days of that. Stage 2: acknowledged within 5 working days, with a reply within 20 working days of that.
Can I claim compensation from Stoke-on-Trent City Council for damp and mould?
You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Stoke-on-Trent for you.
Start your claimHas the Housing Ombudsman found Stoke-on-Trent City Council at fault?
In 2024/25 the Ombudsman found maladministration in 56% of its findings about Stoke-on-Trent. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Stoke-on-Trent City Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Stoke-on-Trent?
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Still waiting for Stoke-on-Trent City Council to fix it?
About 2 minutes. No documents. Free to check.