Improving homes, earning trust

Getting repairs right is one of the clearest ways we can improve people’s day-to-day experience of their homes.

Customers have told us they want faster, clearer updates - and that’s exactly what we’re working on.

We’re improving coordination with our contractors, increasing communication through customer liaison officers, and updating our systems so you always know what’s happening and when.

Customers want to feel confident that their homes are safe, well maintained and looked after properly.

Across Stonewater, teams carry out regular checks, inspections and compliance work to make sure homes meet required standards. This includes everything from building safety and gas checks to longer-term investment in the quality of homes.

Alongside the technical work, there is a strong focus on explaining what we are doing and why, so customers feel informed and reassured, not left in the dark.

Good communication sits at the heart of trust.

Customers have told us they want to be kept informed, listened to, and to understand the reasons behind decisions that affect their homes and communities. Feedback comes to us in many ways, through surveys, complaints, conversations and customer panels.

That insight is used to shape services, highlight what is working well, and identify where improvements are needed. This focus area brings together how we listen, how we respond, and how we keep customers updated.

When something goes wrong, customers want it to be taken seriously and put right.

Complaints provide important insight into where services fall short and where processes can be improved. Teams across Stonewater work to investigate issues, explain outcomes clearly, and apply learning so similar problems can be avoided in future.

This focus area highlights how complaints are handled, how learning is shared, and how feedback contributes to service improvement.

Customers have told us they want to feel proud of where they live.

Looking after neighbourhoods means maintaining shared spaces, managing communal areas, and supporting safe, well cared-for environments. Teams work closely with contractors, local partners and residents to address issues and keep neighbourhoods looking and feeling cared for.

This focus area explores the everyday work that helps neighbourhoods function well and feel like places people belong.

Anti-social behaviour (ASB) can have a serious impact on how people feel in their homes and communities.

Stonewater teams work with customers, local authorities and partner organisations to prevent issues where possible and provide support when problems arise. This includes early intervention, clear communication, and making sure customers know how to report concerns and access help.

This focus area explains how we approach ASB and the support available to customers.