Your Voice
Talking to us
"Very polite. I have very bad mental health and struggle talking to people on the phone. But Stonewater took their time with me and got all my queries dealt with straight away."
- Ben, Stonewater customer
20,000
Rant&Rave surveys completed
One of the biggest changes we introduced in 2020-21 was the way we capture your feedback.
Working with our partners at Rant & Rave, we can now see your feedback right after you’ve interacted with us, giving us up-to-the-minute insight into how we’re doing. It’s also more accurate and efficient as we’re contacting you straight away, getting your live reaction to the work you’ve had done.
This data is helping to transform our services every single day as we constantly evaluate how we’re doing, spot the patterns and invest in training, change processes and dedicate resources to the parts of our business where we need to improve.
In 2020-21, we collected more than 20,000 pieces of Rant & Rave data which we are using to make things better for you.
854
Complaints received
Complaints
Our new-look Customer Relations Team dealt with 854 complaints in 2020-21. Your feedback has been invaluable in helping us to improve our services. We know we don’t always get it right, but what is important is that we learn from our mistakes. With a clearer focus on learning, we’ve been able to make real changes to prevent them from happening again.
- You said create more storage space in communal areas so we did – we reviewed facilities across communal areas and created new storage spaces where prams could be left without affecting communal spaces.
- You said make sure customers are always treated with respect so we did - we have rolled out our Customer Promise training to all our customer facing colleagues to improve customer service at every level.
- You said provide better advice and support on damp and mould so we did - we created a new programme of support including more property inspections, specialist help, training for colleagues and clearer guidance.
- You said you wanted better communication so we did - we launched our Here to Help newsletter during the pandemic. We now send an online newsletter each quarter to customers, with the latest information, news and customer stories.
We’ll be sharing updates on our learning throughout the next year and inviting customers to get involved in exciting new projects like Mystery Shopping to help us improve our services faster.
82%
Overall satisfaction
Customer services
When faced with the restrictions of the pandemic we quickly made changes to the way our Customer Services Team works to keep helping our customers in a difficult time.
In 2020-21, our average call length increased by 25% as we dealt with more complex issues than before. We’re really grateful for your patience as we have adapted to the challenges of the pandemic as we know it’s frustrating to be on hold when you just want your problem solved.
The extra time on calls however has meant that we have been able to put more things right first time. We have also been really pleased to see more of you accessing MyHome to quickly resolve queries and questions.
With more of you using the self-service portal, our team have been able to provide better support to our customers with more complex problems. It’s helped us to take a closer look at what we can do to improve like providing clearer timescales for repairs.
59,239
Emails received
361
Letters received
2,967
Social media messages
226,240