Stonewater is continuing to deliver repairs and maintenance services, with our contractors practising social distancing and wearing appropriate PPE when inside your home. We ensure our contract partners have up to date risk assessments in place, which reflect current government guidance. We understand this is a worrying time and you have our assurance that all appropriate precautions are taken to protect the safety and well-being of our customers, colleagues and partners.
The best way to report a repair is online via our customer self-service portal, MyHome. If you haven’t already done so, setting up an account is quick and easy. You can also view your account details, make payments and update your profile on MyHome – wherever and whenever suits you best.
Latest update – 27 November 2020
Following the announcement by the Government of the new tier system for local areas from 2 December, we can confirm that this will have no impact on our repairs service at this time. However, due to the ongoing pandemic a number of our non-emergency repairs are taking longer than usual to complete.
Please be assured we are working closely with our partners to provide the best possible service during these challenging times and to offer more availability for appointments where we can. We will work with you to try and agree a reasonable timescale for your non-emergency repair when you report it to us.
If the issue is resolved before we attend to carry out the repair or the agreed appointment date is no longer convenient, please contact us as soon as possible so we can reschedule our contractors to help other customers.
Stonewater will remain flexible and continue to review our service offering in light of any future changes in Government guidance. We will update this page to reflect any changes, so please check back regularly.
To make sure that we are maintaining the safety of our residents, we have worked closely with all our contractors and put in place safe methods of working that comply with the Government's guidance on Working safely during coronavirus (Covid-19). Further details can be found here.