Customer Engagement
You said, we did
Scrutiny Panel Recommendations
Customer Complaint Panel Recommendations*
Community Champions
total local walkabouts
Policies reviewed by customers
Customer surveys returned
Customers expressing an interest in engagement*2
Mystery Shops Completed
Total visits to customer newsletters
* before the CCP was paused in November at the requirement of the Housing Ombudsman Service (HOS)
*2 Customers expressing an interest in engagement through “shaping your services” survey
We directly engaged with more than 1,500 customers through panels, workshops, surveys and more in 2023-24, helping us to gain a greater understanding of your needs, how we can change to keep improving what we do, and to make things better where you live.
Here’s a look at some of the ways we’ve helped to make your voices heard:
Scrutiny Panel
Our dedicated team of Scrutiny Panel members continued to drive standards higher, completing crucial reviews of our anti-social behaviour offer and communication around rents and service charges. The team made 24 recommendations to Stonewater to improve services in these areas.
You can find out more about the work of our Scrutiny Panel here
Community champions
Community Champions are customer volunteers who are proud of where they live and are inspired to help their community become a better place. Find out more about their work in this short film:
Customer Engagement Survey
We received 832 responses to our annual customer engagement survey, helping us to revise and refresh our Customer Engagement Toolkit and accompanying Customer Engagement Guide.
Customer hubb (help us be better)
Our online community grew to more than 1,100 members in 2023-24, giving customers a place to ask questions, feedback about our services, share news and chat.
Photo: Shaun Green
Facebook: Live and Direct
Our Facebook live events on subjects such as help with money and anti-social behaviour have been viewed almost 2,500 times, with customers either joining us on the day or watching it back later to hear directly from members of our team and ask us those burning questions about our services.
Here to help – your customer newsletter
Our online quarterly newsletter, Here to Help, has been read more than 7,000 times and our Customer Annual Review for 2022/23 has been viewed more than 3,000 times, helping us to tell your stories and give you important information that can help you at home.
Here to Help is a great way to stay up to date on things we’re doing in your community, like our Gardening Competition or this intergenerational playgroup
Views of Facebook Live Events
(Live and recorded)
Comments posted on The Customer hubb
Customer Case Study videos created
Customer guides published
(new or updated)
Trustpilot reviews received and responded to
We Are Digital Customer Referrals