Customer Service Centre

"I had a great result with a problem I raised, and it was dealt with straight away. Stonewater were absolutely brilliant.”

Dorothy, Stonewater customer

That's how many individual queries we handled last year!

"We want you to be able to get in touch with us quickly and easily when you need to."

Emma Cook, Customer Experience Director

In 24/25, we worked hard to improve how we handled your calls.

We cut our average response time – the time it takes us to pick up the phone when you call us – from over 14 minutes to just five!

You told us you don’t want to wait long on the phone, so, thanks to your feedback and direct input from our Scrutiny panel, we worked to shorten phone waiting times. By growing our team, we were able to answer calls faster, without lowering the quality of service. We also gave our team extra training, so we could solve more problems on your first call to us.

Thanks to these changes, we resolved over 80% of enquiries on the first call, and 88% of customers said they felt satisfied with the service they received!

You said, “Dealing with pest issues quickly and well is really important to us.”

We:

  • Launched a new Pest Management Policy – making information around different types of pests and how we can support you if you’re struggling with unwelcome pests in your home clearer and easier to find.
  • Listened to your feedback and changed the pest control contractor we work with to one that better suits your needs and expectations.

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.

“They knew exactly how to help and got straight to the point with no hassles.”

Stephen, Stonewater customer

“Natalie was very efficient and answered all my questions. A really great help!”

Karen, Stonewater customer

Making it easier to manage your home

requests logged through MyHome in 24-25

This year, 103,573 requests were raised through MyHome – our handy platform for managing your home.

Over 20,000 customers are already using MyHome, including 3,830 who joined this year!

Available 24 hours a day, every day of the year, you can log in anytime to:

  • Report a repair
  • Make a payment
  • Update your details

And more – all in one place.