Stonewater adopts Shared Ownership Code to strengthen customer experience

The Code has been developed to improve transparency, fairness and service quality for existing and prospective shared owners, setting clear standards for the advertising, sale and management of shared ownership homes.

For customers, this means they’ll have access to clearer information about costs and responsibilities, alongside stronger protections throughout their shared ownership journey, from their first enquiry and purchase through to living in and potentially selling their home.

Having offered shared ownership homes since the 1980s, Stonewater has seen the positive impact this housing tenure can have for customers for decades.

At its Bishops Way development in Ringmer, East Sussex, shared ownership customers Carl and Kim Goldsmith said their new home had “exceeded expectations”, enabling them to remain connected to the community where they had lived for 24 years as they approached retirement.

Carl and Kim also said: “Our previous home was 270 years old and hard to heat, but the new house is very energy efficient, with solar panels and an air source heat pump – we can’t believe how warm it is.”

The couple also praised the ongoing support they received from the team after moving in.

Managed by the New Homes Quality Board (NHQB), the Code complements existing regulatory standards and guidance, including the Regulator of Social Housing’s Consumer Standards, the Homes England Capital Funding Guide and the GLA Service Charge Charter.

As an early adopter, Stonewater is supporting efforts to raise standards across the social housing sector and build greater confidence in shared ownership as a route into home ownership.

James Bradbury, Chief Investment Officer at Stonewater, said: “Shared ownership has an important role to play in helping more people access an affordable route into home ownership, but it’s vital that customers feel informed and supported throughout that journey.

“Adopting the Shared Ownership Code gives us an additional way to strengthen that experience, providing greater clarity and protection for customers and reinforcing high standards across our shared ownership services.

“By becoming one of the first providers to adopt the Code, we also hope to help build greater trust and consistency across the sector and give more people confidence in shared ownership as a housing choice.”

Emma Toms, Chief Executive of the New Homes Quality Board (NHQB), said: “It is fantastic to welcome Stonewater to the growing group of organisations adopting the Shared Ownership Code. Each new adopter helps demonstrate how the sector is turning the principles behind the Code into meaningful change for shared owners.

“Stonewater’s adoption is another important step in building momentum behind the Code and extending its reach, so that more shared owners can benefit from clearer information, stronger support and a more consistent experience.”

Stonewater also has an employee Shared Ownership scheme incentive, called myOwnHome, in which colleagues can apply to part-purchase a home, with Stonewater purchasing the rest.

The Code draws on the New Homes Quality Board’s experience of operating the New Homes Quality Code and sets clear expectations around areas including customer service, transparency and complaints handling.

In addition to Bishops Way, Stonewater has incorporated Shared Ownership homes at a large number of its schemes across England, including Parker Pen in East Sussex, The Fold in Leeds and Station Island in Northamptonshire.