Repairs
2022-23 was all about pushing harder to deliver your repairs, and we’ve been thinking creatively to deliver better services for you.
Not only did we complete 112,000 repairs for customers, the most we've ever done, but we also completed our planned maintenance programme for the first time since it was impacted by the pandemic.
Our customer satisfaction score of 84% shows our continued progress in delivering, and this is something we’re working hard to improve further.
Repairs completed for customers (last year 98,000)
customer satisfaction score for repairs service (last year 83.4%)
Damp, mould and condensation
We’ve been listening to customers to make sure we’re tackling important issues like damp, mould and condensation in the most helpful way we can.
We dedicated several members of our team to damp, mould and condensation problems in 2022-23, making sure that when customers tell us that they’ve found some in their home, we take action to find the root cause and suggest the right treatment.
In addition, our damp, mould and condensation guide was viewed more than 1,100 times in 2022-23, helping customers diagnose and treat issues, and explaining our approach and how to contact us if damp, mould and condensation is causing a problem.
Localised services
In 2022-23, we also went live with our new partnership with Platform Housing, giving us extra capacity to provide repairs to homes in West England.
This partnership, which covers around 4,500 homes in areas such as the Cotswolds, Forest of Dean, Gloucester, Herefordshire, Malvern Hills, Shropshire, Stroud, Tewkesbury, Wychavon and Wyre Forest, is helping us to support customers with localised services, by local people – some of whom are likely to be Stonewater customers themselves.
Estate services
In 2022-23, we were busy designing and implementing new estate services contracts to make sure that you get value for money, and that important jobs like cleaning of communal areas and grass cutting are not only getting done regularly, but also that they get done to good standards.
Using customer feedback, we were able to make sure that when we awarded our new contracts, our contractors were clear about what's expected from us and our customers.
This has included making sure that contractors provide evidence of when they attend and the work they do, and closer working relationships with providers so that we’re delivering what we say we will.
You also told us that when things get missed, you wanted an easier way to tell us about them. This new form on our website allows customers to tell us about what they’re seeing where they live so we can get it sorted.