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Date published: 08 June 2020

Who we are is a website operated by Stonewater (“Stonewater”, "we", “us”, “our”).

Stonewater and Stonewater Homes is a trading name of Stonewater Limited, Stonewater (2) Limited and Stonewater (5) Limited. Charitable Registered Societies No. 20558R, 19412R & 31527R respectively. Regulator of Social Housing Registered No. L1556, L0173 & 4717 respectively.

Our registered office at Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP.

Our main trading and postal address is Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP.

We are regulated by Homes England and the Regulator of Social Housing and are members of the National Housing Federation.

You can find out more about Stonewater here.

To contact us please email us at or telephone us on 01202 319 119.

The purpose of this document is to explain our terms of use (“Terms”) for, which includes our customer self-service portal (“MyHome”) and Live Chat, collectively referred to as (“the Site”).

These Terms are applicable to anyone accessing the Site as a visitor or as a registered user (“users”, “you”, “your”).

These Terms are written in the English language. You can translate these Terms into other languages by using our free Reachdeck translation tool on the Site. Please note we are not responsible for any misinterpretation of these Terms through translation.

The Site enables users to browse, access or request services and information from Stonewater.

These Terms are applicable to all of your interactions on the Site and through any third-party APIs used by us through the Site.

Please read these Terms, our Privacy policy and Cookies policy, along with our Accessibility guidelines and Modern Slavery and Human Trafficking Statement carefully before you start to use the Site, as these will apply to your use of the Site.

By using the Site, you confirm that you accept these Terms and that you agree to comply with them.

If you do not agree to these Terms, you must not use the Site.

We may revise these Terms at any time by amending the content on this page. Please check this page from time to time to take notice of any changes we made, as these will apply to your use of the Site.

Jump to:
1. How we may use your personal data
2. Accessing the Site
3. Non-reliance of information and changes to the site
4. Agreement
5. Amendments
6. MyHome account
7. How you may use our material on our site
8. Viruses, hacking and other offences
9. Links to our Site
10. Links to other websites
11. Limitation of liability
12. Contact information

1.0 How we may use your personal data
We will only use your personal information as set out in these Terms and our privacy and cookie notices. By using the Site, you consent to such processing and you warrant that all data provided by you is accurate.

2.0 Accessing the Site
The Site is free to use. There is no charge to users.

The Stonewater website URL is The website is designed to provide users with information about our services, including but not limited to our governance, managing a MyHome account, news, case studies and general housing advice and information.

The MyHome URL is This is our online customer self-service portal and is a sub domain of the Stonewater website. MyHome enables users to manage and access aspects of their Stonewater account online. This includes, but not limited to, reporting repairs, making rent payments and updating personal information.

For more information about MyHome please read Section 6.

We aim to maintain the Site the best we can, but we cannot guarantee that the Site, or any content on it, will always be available or be uninterrupted.

The Site will provide accessibility options, through the use of a third party accessibility tool (currently Reachdeck), to those customers who require assistance in viewing or navigating websites.

Access to the Site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of the Site without notice. We will not be liable to you if for any reason the Site is unavailable at any time or for any period. Alternative contact channels will be available in the event the Site is down.

You are responsible for making all arrangements necessary for you to have access to the Site.

You are responsible for ensuring that all users who access the Site through your internet connection are aware of these Terms, our Privacy & Cookie notice, along with our Accessibility guidelines and Modern Slavery and Human Trafficking Statement, and that they comply with them.

The Site is directed to users residing in the United Kingdom. We do not represent that content available on or through the Site is appropriate or available in other locations. We may limit the availability of the Site or any service or product described on the Site to any user or geographic area at any time. If you choose to access the Site from outside the United Kingdom, you do so at your own risk.

3.0 Non-reliance on information and changes to the site
The content of the Site is provided as an information guide only and based on information available to us as at the time of editing. Accordingly, this information may not remain current, and commentary and other materials posted on the Site are not intended to amount to advice on which reliance should be placed.

We may update the Site from time to time, and may change the content at any time.

Although we make reasonable efforts to update the information on our Site, we make no representations, warranties or guarantees, whether express or implied, that the content on our Site is accurate, complete or up to date.

We are not responsible for any consequences arising out of the use of, or reliance on, the information posted on the Site and we do not accept any liability for any loss incurred. In particular, nothing here constitutes specific legal or financial advice, nor should it be taken as such.

4.0 Agreement
You agree that by registering, accessing or using the Site, you are agreeing to enter into a legally binding contract with Stonewater. If you do not agree to these Terms, we recommend you do not use or register for the Site.

These Terms (including any agreements and policies linked from these Terms) constitute the entire agreement between you and us.

If any part of these Terms are found to be invalid or unenforceable by applicable law, then that provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of these Terms will continue in effect.

Even if we are delayed in exercising our rights or fail to exercise a right in one case, it doesn’t mean we waive our rights under these Terms, and we may decide to enforce them in the future. If we decide to waive any of our rights in a particular instance, it doesn’t mean we waive our rights generally or in the future.

5.0 Amendments
We may revise these Terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these Terms of use may also be superseded by provisions or notices published elsewhere on our site.

6.0 MyHome account
To register for a MyHome account you must be a Tenant or Joint Tenant or an Owner or Joint Owner and be residing in a property belonging to Stonewater.

6.1 New registrations
As part of the registration process we will ask you to confirm your title, first name, surname, date or birth and your unique account reference number. This information is required so that we can verify your identity. In the event that this validation fails please contact us at or 01202 319119.

To register you will also be required to enter your email address and create a password, in-line with our security guidelines. You agree through these Terms that you are the owner of the email address that you registered the account in.

In the event that our data is wrong and we discover you are not a Tenant or Joint Tenant or an Owner or Joint Owner, then we will update our records, remove your access and contact you to explain why.

6.2 MyHome login
Your username will be the email address you registered your MyHome account with. This will not be publicly visible to anyone visiting the Site. You may change your username/email address or password at any time.

If you forget your password you may request to reset it at any time. In this event we will send an email to the email address you registered your MyHome account with or to the email address listed as “login email address” within your MyHome account.

Do not share your login details with anyone. If you have concerns about the security of your MyHome account, please contact us at or on 01202 319119.

If you receive any user identification code or passwords, or are asked to provide such information (as the case may be) as part of the Site security procedures, you must treat such information as confidential. You must not release such information to any third party without our written permission. If you know or suspect that anyone other than you knows your login details, you must promptly notify us at or call us on 01202 319119 immediately.

Users having access to a biometrics-enabled device, such as a smartphone or tablet, may login to their MyHome account via the MyHome App using biometric recognition.

The MyHome App may be downloaded to a supporting device.

Stonewater shall have no obligation under any circumstances to provide users with access to a supporting device for such purposes.

If you require guidance on how to enable biometrics recognition on your device you should seek advice from your device provider.

Stonewater shall have no liability to you or any third party howsoever arising out of or in connection with your use of any third party device or your ability to access your MyHome account using biometrics recognition, provided that we do not seek to exclude or limit in any way our liability to you where it would be unlawful to do so.

6.3 Unauthorised access
Access and use of MyHome is restricted to authorised Stonewater customers as mentioned in Section 6.0. Unauthorised individuals attempting to access these areas of MyHome may be subject to prosecution.

We reserve the right to refuse any request to register for an account and/or to suspend and/or terminate any account at any time at our sole discretion and without providing you with reasons for our decision if in our reasonable opinion that it transpires that any information you may have provided to us is untrue, inaccurate, incomplete, out of date, or otherwise misleading, or if you fail to provide us with any information which we may reasonably request from you in order to verify any details which you may have provided to us. We also have the right to disable any user identification code, password or other security information (whether chosen by you or allocated by us) at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use and the other applicable terms

6.4 Maintaining your information
You warrant that any information which you or anyone acting on your behalf provides to MyHome shall be accurate and up to date.

You agree that you'll be responsible for inputting or keeping safe any data or passwords or other information, which you provide to MyHome. You are also responsible to ensure data inputted is up to date and relevant. We exclude any liability for any loss which is caused by the disclosure of data to any party in response to the provision of correct data or passwords unless it can be shown that we were negligent in so doing.

6.5 Accessing MyHome
You must use MyHome for its intended purposes only, which is to manage aspects of your Stonewater account.

When using MyHome you can view, access, update or use our services.

Some of the information displayed within MyHome is provided through third party provider APIs, such as the following, but not limited to: your name, address, postcode, personal data, account statements and repairs history. If you notice any information that is incorrect please notify us via or on 01202 319119.

6.6 Payments
MyHome users have the ability to make online payments and set up Direct Debits through MyHome. We use a third party payment provider and will not store any of your financial information such as debit/credit card data or bank details within MyHome. Your payment is processed with Allpay who is our third-party payment provider. We recommend you read Allpay's terms of use and privacy statement.

Where necessary we will store your unique Allpay payment reference number in order to process your payment(s).

6.7 Reporting of repairs

6.7.1 Overview
MyHome users can report non-emergency property repairs online.

We will ask you to provide:

  • details of the repair,
  • access arrangements
  • contact information
  • photos (optional)
  • and consent to our terms and conditions

When you submit your repair we may need to review your request before it is approved because:

  • we require further information
  • to check who is responsible for the repair
  • to get technical advice from a qualified surveyor
  • the system could not assign a contractor automatically
  • or an error occurred

We may decide to cancel your request if:

  • the repair is your responsibility or the responsibility of a third party
  • the repair has already been reported to Stonewater
  • the repair was raised in error
  • there was no access to the property
  • the repair tool has been used to report anything other than a new repair

MyHome users are responsible for the content they have entered during the reporting of a repair.

6.7.2 Emergency repairs
All emergency repairs should be phoned through to us and not reported online.

An emergency repair is one that could pose an immediate danger or cause serious damage. Examples of high priority repairs are:

  • total failure of the electricity supply
  • major leaks which are uncontrollable and cannot be contained
  • lighting to communal stairways and corridors if dangerous
  • failure of a warden alarm or call system

Users who attempt to report an emergency repair that is not supported via the repairs tool, do so at their own risk.

Please visit our repairs and maintenance page for more information on emergency repairs.

6.7.3 Restricted access
We may restrict the number of repairs you can request within a given timescale to protect us against malicious use and ensure we are providing value for money in our repairs service delivery.

MyHome users who attempt to circumnavigate this restriction will be contacted about their conduct. We may decide to temporarily or permanently disable, lock or remove your account access.

6.7.4 Repairs information and third party content
We may provide general property maintenance information and tips through written text, video or links to third party content ("General Maintenance Information"). This is provided for general information only. It is not intended to amount to advice on which you should rely.

If you are in any doubt about any of the General Maintenance Information provided then you must obtain professional or specialist advice from a qualified tradesperson at your own cost before taking, or refraining from, any action on the basis of the content on our Website.

Your attention is drawn to clause 10.0 below with regard to third party content.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees or agents and for fraud or fraudulent misrepresentation.

In no circumstances shall Stonewater, its employees, agents or officers be liable to you or any third party for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty or otherwise, even if foreseeable, or any special, indirect or consequential damages of any kind howsoever arising under or in connection with:

  • anyone following any General Maintenance Advice; or
  • any content, advice or information created or provided by a third party.

6.7.5 Images
MyHome users will have the option to upload images when reporting a repair.

Uploaded Images will be accessible to Stonewater colleagues and our contractors via Amazon Web Services, maintained through our third party supplier

The following rules apply when uploading an image:

  • The total file size cannot exceed 2GB
  • The following file types can be used .jpg .bmp, .tiff, .gif, .png, .jpeg;
  • Users will not have access to view or delete uploaded images after the repair has been submitted
  • Users are responsible for the content they upload in the images, including any people or personal information that may be in the image or the background of the image.

Users are prohibited from uploading the following content:

  1. Content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
  2. Content which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in the UK or any other country in the world.
  3. Content which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

6.7.6 Rechargeable repairs
Stonewater may recharge you the cost of a repair as per our Chargeable Repairs Policy if proven to be:

  • your own fitting
  • accidental or malicious damage caused by any member of your household or visitor to your home

6.7.7 Contact information
When reporting a repair online you will be asked to provide a contact number for that repair. Our contractors will use this number to contact you or send you any notifications, such as appointment information and updates.

6.7.8 System maintenance
The repairs tool may be unavailable during periods of scheduled maintenance, in which case users will be informed.

6.8 Restricted access
MyHome users, who are no longer a Tenant or Joint Tenant or an Owner or Joint Owner with Stonewater, may have their MyHome access restricted to applicable areas. For example, MyHome users who have a former debt or credit may not have access to report a repair section. We reserve he right to tailor what access is required.

Former account users who do not have an outstanding debt or credit with us will have their access removed within 30 days.

6.9 Account deletion / removal of access
We reserve the right to delete your account at any time at our sole discretion and without providing you with reasons if it transpires than any information you may have provided to us is untrue, inaccurate, incomplete, out of date, or otherwise misleading, or if you fail to provide us with any information which we may reasonably request from you in order to verify any details which you may have provided to us.

7.0 How you may use our material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. You must not misuse any trade mark, copyright image or text, or other material in violation of these terms and conditions.

You must not use any part of the materials on our site for commercial purposes. Unless specifically prohibited by a notice published on any page of our site. You may print off one copy for personal use.

Prohibited Uses
You may only use the Site for lawful purposes. You may not use the Site:

  • in any way that breaches any applicable local, national or international law or regulation;
  • in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect;
  • for the purpose of harming or attempting to harm minors in any way;
  • to send, knowingly receive, upload, download, use or re-use any material which does not comply with our Content Standards;
  • to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam);
  • to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware

You also agree:

  • not to reproduce, duplicate, copy or re-sell any part of the Site in contravention of the provisions of our Terms of the Site use;
  • not to access without authority, interfere with, damage or disrupt:
    • any part of the Site
    • any equipment or network on which the Site is stored
    • any software used in the provision of the Site
    • any equipment or network or software owned or used by any third party.

8.0 Viruses, hacking and other offences

You must not misuse the Site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful.

You must not attempt to gain unauthorised access to the Site, the server on which our site is stored or any server, computer or database connected to our site.

You must not attack the Site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990.

We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Site will cease immediately.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Site or to your downloading of any material posted on it, or on any website linked to it.

9.0 Linking to our site
You may link to our Website home page of, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part when none exists. The Site must not be framed on any site, nor may you create a link to any part of the Site other than the Website home page.

10.0 Links to other websites
Where the Site contains links to other sites and resources provided by third parties, these links are provided for your information only. We are not responsible for the websites we link to or for the information, content, accuracy or opinions expressed in such third party websites. We do not investigate, monitor or check these websites for accuracy or completeness and such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them. If you leave this Website to access third party sites you do so at your own risk.

11.0 Limitation of liability
Stonewater will under no circumstance be liable for indirect, special, or consequential damages including any loss of business, revenue, profits, or data in relation to your use of the Website. Nothing within these Terms will operate to exclude any liability for death or personal injury arising as result of the negligence of Stonewater, its employees or agents.

12.0 Contact information
If you have any concerns or complaints about the material which appears on the Site, please contact us on the details below. We aim to resolve enquiries within a timely fashion, and where we are not able to do so, we will aim to give you a timescale.

By email:
By post: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP
By telephone: 01202 319119

These terms were last updated on 8 June 2020.