Update: Stonewater's response to coronavirus - 30 March

***You can find all of our latest news and key information on how we can support you here on our dedicated page, or check in regularly on our social media channels.***

Nick RESIZED.jpg

The government have asked us all to help minimise the threat of the current situation by reducing our physical contact. On Monday they made it compulsory to leave our homes for only “very limited purposes” – such as shopping for basic necessities; for one form of exercise a day; for any medical need; and to travel to and from work when “absolutely necessary”. These restrictions will be kept under review but will be in place for a minimum of at least three weeks.

This is an unprecedented time for us all and our absolute priority must be for the safety of our customers, colleagues, partners and communities.

We understand and share many of the worries you may have – keeping safe, protecting others, managing finances, caring for our families and feeling there are many more questions than answers presented by this national emergency.

More than ever before, our homes will be our sanctuary. We have already taken many steps to ensure we can maintain vital services and our teams are working tirelessly, particularly to identify and support our older and most vulnerable customers.

The new restrictions mean we will have to stop all non-essential face to face contact, and this will impact things like repairs and lettings, as well as many other services we deliver in and around your homes .

The situation is constantly changing so we may need to make more changes as the detail becomes clearer.

Our aim is to ensure that you have the information you need when you need it, and you will find many answers and further guidance on our dedicated coronavirus page. This includes details on our newly introduced Flexible Payment options, along with info on the temporary introduction of minimum service levels for repairs, and Retirement and Supported Living.

Please help us by checking here before ringing us so that we can prioritise and focus resources on calls from our most vulnerable customers.

There are lots of things you can do online through MyHome and if you aren’t yet registered we can help you do that. You can also check in on our Facebook page or Customer hubb. If you do really need to call us, please be patient - we are dealing with a huge increase in enquiries.

Finally, remember that our colleagues are doing the very best they can in extreme circumstances – let’s all be kind to each other.


Nicholas Harris