Lettings
Re-lets
(homes where someone’s moved out)
New-lets
(homes that have just been built)
Average re-let time
(down from 19.68 days)
Customer satisfaction rating
Each set of keys we handed over in 2023-24 helps someone to have a place to call home.
Through innovative methods, such as virtual sign-ups, the team has been able to offer a flexible service for customers all over the country.
We also launched a new digital application form, allowing customers to apply for their home at their own pace.
For customers moving out, we’ve used text messages to make sure customers are clear on things like where to leave keys, dealing with their utilities and how to contact us if they need support with moving. We’ve also asked for more feedback from customers moving out, so we understand why they’re moving, and how we can keep improving our services.
This approach has meant that our homes are empty for shorter periods of time than ever before, with an average turnaround at just 19.16 days, down slightly from 19.68 last year.
These efforts have helped the team achieve an incredible 90.4% customer satisfaction rating for their service.
Your rights and agreements
In 2023-24, we reviewed the information we give to you about your rights as a Stonewater customer.
Whether you rent, have bought your home or you’ve entered into a shared-ownership agreement with us, it’s really important that you understand your rights.
We made more information available to customers about their rights as defined in their tenancy or lease, and by law.
