We know we don’t always get it right, but what’s important is that when something goes wrong, we listen to you and learn from our mistakes.

In 2021-22, our big focus was on making sure that your complaints were being investigated and resolved effectively and appropriately, talking to you personally about what we’d found and learning from what’s gone wrong.

Our team handled more than 1,800 complaints in 2021-22, with around 90% of these being resolved at the first stage of investigation. Thanks to your input and some changes to the way we work, we have identified more than 200 learning points to help us improve our services. Your insight has been the basis of some of our new customer guides such as our anti-social behaviour guide.

Customer Complaints Panel

Our Customer Complaints Panel (CCP) is a panel of eight Stonewater volunteers who are available to help review your complaint if you’re not happy with our stage two response. They check whether Stonewater has followed its own policies and procedures correctly and make recommendations on how we can make things right for the customer. In 2021-22 they helped us to review 11 complaints cases and made 22 recommendations for resolution. The CCP also suggest points of learning for Stonewater so we can learn from each complaint and make sure we improve our services.