Complaints

By type and amount.

"Every complaint we receive is an opportunity to listen, learn, and improve. If it matters to you, it matters to us."

Natasha Bedford, Performance & Delivery Manager - Customer Voice and Influence

Formal complaints acknowledged on time

0%

Formal complaints responded to on time

0%

In 2024-25, we worked hard to improve how we respond to complaints and made real changes based on your feedback.

0

Stonewater received 3501 complaints in 2024-25, that’s 369 fewer than the previous year.

A big reason for the drop was improvements we made to our estate services, which had been a key issue raised by customers.

You said, “Estate services need to be better.”

You told us the quality, speed, and communication around estate services weren’t good enough.

We:

  • Introduced new specialist roles to our estates team.
  • Upgraded our online reporting tool, making it easier for you to report issues to us.
  • Worked with engaged customers to improve how we communicate.

Our local Community Champions also helped us identify issues early, so we could act before problems grew.

As a result of these improvements, complaints around grounds maintenance dropped to just 13.9% of our total complaints (from 20% in 2023-24). You told us that the first visit matters most, including getting someone out to see what’s going on quickly. We’ve been working hard to do this and are pleased to have seen fewer complaints and calls chasing updates.

“You need to respond quicker and more consistently.”

We know that delays in responses can be frustrating.

We:

  • Improved how we track and monitor cases so we can get back to you quicker.
  • We brought in Customer Liaison Officers (CLOs) in our repair contractors' teams last year. This year, they’ve become a regular part of how we work and are helping to sort out complaints around repairs more quickly.
  • Created mandatory complaint handling training for all service areas.
  • Introduced a new Senior Complaint Officer role to take responsibility for cases and keep you regularly updated.

We’re working to make our first complaint responses (Stage One) clearer and more helpful, so fewer customers feel they need to take things further. A Stage One response is our first formal reply to a complaint – it explains what happened, what we’re doing to fix it, and any next steps.

We’re also keeping a closer eye on the promises we make in these responses, as we know this is key to building trust and reducing dissatisfaction.

Our Customer Complaints Learning Panel (CCLP)

2024-25 was the first full year of our Customer Complaints Learning Panel (CCLP)!

“It’s great to be part of a panel which helps Stonewater see things from a customer’s point of view. Everyone is so welcoming and friendly, and our thoughts and ideas help to improve things for all customers.”

Pat, CCLP member and Stonewater customer

Formed in 2024, this panel is made up of customers who look at real cases, give us feedback, and help shape service improvements.

With their help, this year, we:

  • Improved signposting to advice and support services.
  • We set up a ‘buddy’ system so that if a colleague is off, someone else can step in. This means more than one team member is familiar with each case, helping to avoid delays.
  • Strengthened support for customers experiencing anti-social behaviour (ASB), including building better relationships with services like the police, social services, and environmental health.
  • Worked to improve how we keep customers informed even when there are no updates.

63% of customers surveyed said they were satisfied with how we handled their complaint. (Up from 40% the previous year and above our 60% target.)

of customers surveyed said they were satisfied with how we handled their complaint.

“Thank you for the time and effort you have dedicated to resolving this matter. I truly appreciate your professionalism, fairness, and clear communication throughout this process. Your thorough approach and genuine willingness to listen have made a real difference, and I am grateful for the way you have handled my concerns.
I would also like to acknowledge the level of care and commitment you have shown in addressing the issues raised. It is clear that you take pride in your work and in ensuring a fair outcome, which I greatly respect. Thanks again for all your support!"

Anon, Stonewater customer

We also:

  • Completed our annual self-assessment against the Housing Ombudsman’s Complaint Handling Code. This is a set of rules and expectations that we must follow to deal with complaints fairly and properly.
  • Published our Annual Complaints Performance and Service Improvement Report, which included: - How well we’re following the latest rules for dealing with complaints. - How many complaints we received, what they were about, and what we did to fix the issues raised. - What worked well, and what we need to do better.

Read the full report, plus Mount Green’s report and self-assessment, on our website, here.

We also share regular updates on how we’re learning from complaints, over on the customer hubb and in our newsletter, Here to Help.

“Amber was fantastic and kept me informed. She did a great job with my complaint, was down to earth and easy to speak with. She understood what I wanted as a resolution and got me the outcome I needed from my complaint.”

Anon, Stonewater customer