Your services
Growing our lettings service with your feedback
We understand that moving home can be stressful, and that’s why we’ve been listening to your feedback to make things as easy as we can for you.
We also know that your journey with us starts before you move in to one of our properties and continues after you leave, so we’ve been making changes to make sure that we give you the right information at the right time.
Our dedicated lettings officers have been expanding the support we offer to customers at every stage of this journey, speaking to them before they move in about things like managing their bills and other costs, what they need to get organised, and then making sure that we check in regularly during those first few weeks.
This proactive approach is helping us to learn more about our customers, refer them to any other services they might need and also helps us to improve the process for the next customer. This has also given us a chance to provide more information about the neighbourhood that customers are moving into. It can be a bit unsettling to not know much about your surroundings, so our team have been making sure that customers know where things like shops, GP surgeries, public transport and other amenities are.
of customers said our sign-up process was simple and stress free
To help to improve our sign-up process, we’ve surveyed some customers who moved in over the last year, and 93% of them told us that the process was simple, easy and stress free. We’re using the rest of the feedback we received to improve the information we provide at sign-up to make sure our customers have everything they need for a positive start in their Stonewater home.
We’ve also changed a few more things that you’ve told us would make life a little easier. Customers told us that it can be frustrating when they move in if their gas has been capped and they have to live with no heating or hot water while we arrange for it to be switched back on. Now, thanks to better communication before customers move in, we can pre-arrange to have gas switched on and ready to use within 24 hours of a customer collecting the keys.
In order to help tackle furniture poverty and better support those customers moving out of our homes, we've changed our policy around what customers can leave behind for the next tenant. With a view to being more sustainable and reducing waste, there is now the option for customers to leave items such as curtain poles, blinds, sheds, flooring and more to make things more comfortable for the next person.
of viewings completed virtually
Lots of customers have told us that they like the convenience of virtual appointments, and around 86% of our new sign-ups have been completed in this way. We’ve also introduced virtual appointments for things like inspections and for when customers move out, meaning that the need to wait for a window where we’re available to physically come to you isn’t always needed. When customers tell us their moving out, we’ve spent time talking to them about what they need to do next in terms of what to think about, what to leave behind and advising about any costs they may need to cover so that they’re ready for the next step.