Making sure we listen and act on your feedback
Overall number of survey responses
At Stonewater, we’re committed to making sure your voice is heard and that you always have clear, accessible information about your home and the services we provide. Our Customer Communications and Engagement team work closely with our colleagues all across Stonewater to make sure you have lots of opportunities to take part in engagement activities and make sure you have the information you need to be happy in your home.
Here’s a look at how we’ve been improving communication and making it easier for you to get involved.
Over the past year, we’ve been working hard to make sure your feedback leads to real improvements. We’ve supported customer-led panels to review our services and suggest changes. Some of the things we’ve improved based on feedback from our Scrutiny Panel include:
- A clearer Customer Repairs Guide, so you know what to expect and what we’re responsible for.
- New guidance on reasonable adjustments, helping our teams better support customers with specific needs.
- Updated processes around reporting damp and mould.
Stonewater's dedicated customer engagement team, Dani, Jade and Kim help our colleagues to make sure the opinions and ideas of the people who live in our homes are heard.
Shaped by you
Our customers have continued to help shape and improve our services this year, including through:
Gareth is a Stonewater customer who lives in the South of England has been volunteering with our Scrutiny Panel for over six years!
Volunteer groups making a difference
Our customer-led panels and groups are a vital part of shaping how we do things. These groups are made up of customers just like you, people who bring lived experience, fresh ideas, and honest feedback to the table.
Here’s some highlights from the year, but you can find regular updates on the customer hubb:
Scrutiny Panel
This group takes an in-depth look at key areas of our service and makes practical, evidence-based recommendations. Their reviews have led to real improvements, like clearer repair guides and better support for customers with additional needs.
Helen has been working at Stonewater for 19 years and is passionate about community engagement and making neighbourhoods nice places to be.
Community Champions
These customers take the lead in their local areas, doing walkabouts and feeding back on services like grounds maintenance and communal cleaning. Last year alone, they took part in over 130 local walkabouts, helping us spot and sort issues quickly.
Some of their great suggestions that led to real changes, included:
- Recycling stickers at Warrior House, helping to make sure waste is separated properly.
- A new bench for St Mary’s, in Oxford, for residents to enjoy, as well as litter pickers for the amazing volunteers who regularly litter pick the area.
- Low-level lighting installed at Long Ground Cottages, Purbecks.
Whether it's sharing ideas, raising questions, or voting in quick polls, our online spaces make it easy for more customers to have their say and connect, wherever they are.
Every idea, every comment, and every bit of feedback helps us build a service that works better for everyone. If you’re interested in joining one of these groups, we’d love to hear from you.
Get involved even if you’re busy
We know being part of a group can be time consuming so we offer quicker ways to share your views. We’re delighted that more than 2,000 of you took part in surveys last year, helping shape how we work.
Thank you
Whether you've filled out a survey, joined a panel, or shared a helpful comment online thank you. You’re helping us create a service that puts customers first. And we’re excited to keep building on this work with you.
If you’d like to get more involved, or just want to stay up to date with the latest news and improvements, visit our website or join us on the hubb.
Helping you stay informed about your home and tenancy
We believe that when you have clear, reliable information, you feel more confident managing your home and your tenancy. That is why we work hard to make sure the information we share is helpful, accessible, and easy to understand, whenever and however you need it.
Why it matters
Having the right information at the right time helps you:
- Know what to expect from us, and what we expect from you
- Understand your rights and responsibilities as a tenant
- Manage things like repairs, safety, rent and service charges more confidently
- Make informed decisions that work for you and your household
Customer newsletters
Sent quarterly and available online, our newsletters cover service updates, safety advice, customer stories and helpful information about your tenancy. Last year, they had over 7,000 views.
How we're keeping you in the loop
We use a mix of channels and formats to share updates, explain processes and keep the conversation going:
Facebook: Live and Direct
We host live sessions where you can ask questions, hear about what is happening in your area and get advice from real people in real time. You can join live or watch the recording later, whatever suits you best. Last year, we hosted nine sessions, covering topics that you told us were important to you, like anti-social behaviour (ASB), how we deliver inclusive services and the support Stonewater can offer. They were viewed more than 7,000 times!
We know that not everyone prefers to get information in the same way. That is why we offer a range of options and continue to improve based on your feedback.
Customer guides
We regularly update our guides that cover important things like repairs, damp and mould, anti-social behaviour and more. These guides are easy to read and available in different formats and languages.
Short videos and customer stories
We have created short, easy-to-follow videos that explain key topics like our complaints process and service charges. We feature real customer stories to make sure a wide range of voices are heard, and you can be inspired by what’s going on in other communities.
