Making some
big changes
Welcome to the Stonewater Customer Annual Review for 2023-24.
The last year again saw some major changes in the Governments regulation of housing associations like Stonewater. The Customer Experience Challenge and Assurance Panel (CX CAP), a group of Stonewater customers, board members, and managers, have been ensuring your views and interests are considered in implementing these changes.
The Regulator of Social Housing published a new set of Consumer Standards. They set out what housing associations must do to meet the standards, including how we communicate with you about important issues. They also gave customers a clear picture of what they should expect from their landlord.
As you will see in this review, we have been working hard to ensure we meet these new standards, and your views and experiences are being captured to help shape any changes. It’s wonderful to see so many of you actively engaged in providing feedback. Your participation in customer working groups, surveys, conversations with staff and contractors, and taking part in online communities through the Customer Hubb, truly matters.
By sharing your experiences, insights, and suggestions, you’re helping improve services. It could be identifying an area for improvement, telling us what is working well, a complaint, or suggesting a different way of doing something, your input plays a vital role.
Juliana Crowe
Chair of Customer Experience Challenge and Assurance Panel
Your efforts really do matter, and we recognise that while you lead busy lives, you took time to contribute to shaping Stonewater services. Thank you.
Remember, you’re not just a participant; you’re an influencer, so keep those valuable thoughts coming!
Another part of our work is ensuring you have clear information to make decisions about your tenancy and the services we provide. This includes new guides on Health and Safety, your rights as a Stonewater customer and anti-social behaviour.
In the last year, complaints and ASB have been areas of focus for the CX CAP, and as a result there have been significant changes in the way we work. To ensure customers are aware of the changes, we publish regular updates on how we’re performing in dealing with complaints and what lessons we have learnt. You can see our end of year results for this here.
As part of our commitment to transparency and accountability, we publish Customer Commitments reports. These reports play a crucial role in understanding how well we are meeting customers’ needs and expectations.
Absolutely, a heartfelt thank-you to everyone who has taken the time to provide feedback! Your efforts really do matter, and we recognise that while you lead busy lives, you took time to contribute to shaping Stonewater services
You can find Stonewater’s new guide to getting involved or email customer.engagement@stonewater.org if you have questions about anything in this report or wish to be involved.
Please keep those ideas flowing, and let’s build a better Stonewater together. If you have any questions or want to chat about community involvement, just give us a shout.
I hope you enjoy this review.
