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Stonewater complaints, compensation and disrepair claims
Your options if Stonewater 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: Stonewater repairs
LandlordStonewater
Has Stonewater been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stonewater’s repair contactsFree to check · About 2 minutes
You can complain to Stonewater, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Stonewater hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stonewater 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 Stonewater
This can get Stonewater to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Stonewater to put things right. In its recent decisions about Stonewater, it ordered between £550 and £900 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. Stonewater’s own target for a routine repair is 28 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 Stonewater
- 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 Stonewater asking for the repairs and compensation. Under the court rules for housing conditions claims, Stonewater 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 Stonewater
Stonewater has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Stonewater
Acknowledged within 5 working days, with a reply usually within 10 working days.
- Stage 2
Ask for a review
Acknowledged usually within 5 working days, with a reply usually within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Stonewater to put things right.
Complaints pagestonewater.org
From stonewater.org, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimStonewater’s record
What the regulator and Ombudsman found
Aug 2025: The regulator found weaknesses in the repairs service, rising complaints and gaps in up-to-date information about many tenants.
of Stonewater tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Stonewater in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 August 2025; Stonewater tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Stonewater
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Stonewater at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of leaks, damp, and mould at the property. Read the decisionService failure
£900 ordered - How it handled reports of damp and mould. Read the decisionMaladministration
£750 ordered - How it handled kitchen replacement works. Read the decisionMaladministration
£550 ordered
Source: Housing Ombudsman decisions.
Has Stonewater let you down too? You could claim compensation.
Start your claimQuestions
Stonewater complaints and claims: questions
How do I complain to Stonewater about repairs?
Through its complaints page: stonewater.org. Say what the problem is, when you reported it, and what you want done.
How long does Stonewater have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply usually within 10 working days. Stage 2: acknowledged usually within 5 working days, with a reply usually within 20 working days of that.
Can I claim compensation from Stonewater for damp and mould?
You could, if you reported it and Stonewater didn’t fix it in a reasonable time. A law firm on our panel can take it up with Stonewater for you.
Start your claimHas the Housing Ombudsman found Stonewater at fault?
In 2024/25 the Ombudsman found maladministration in 63% of its findings about Stonewater. 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 Stonewater: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Stonewater 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 Stonewater?
Other landlords in the South of England
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- Swindon Borough Council complaints and claimsCouncil
- Teign Homes complaints and claimsHousing association
- Tendring District Council complaints and claimsCouncil
- Thanet District Council complaints and claimsCouncil
Still waiting for Stonewater to fix it?
About 2 minutes. No documents. Free to check.