Re-lets
(homes where someone’s moved out)
New-lets
(homes that have just been built)
Average re-let time
(down from 19.68 days)
Customer satisfaction rating
"We’re here to help make sure your home is right for you, whatever life brings."
Holly Edwards, Customer Experience Director
"Stonewater staff are magnificent, very helpful and understanding. They try to find a way to resolve all problems easily and efficiently. My biggest thanks go out to Tracey, who is top-notch! Cannot fault her, with her brilliant customer service skills and soothing mannerisms. Along with the kind-hearted Emma, they’ve been a fab team. I would definitely recommend Stonewater.”
Anon, Stonewater customer
Feeling settled and supported in your new home makes a big difference.
In 2024-25, 2,117 of our homes were rented out to new customers:
- 1496 homes that had been lived in before and had become available again (we call these “relets”).
- 621 were completely new homes being rented for the first time.
We know that when you’re looking to move, you want to get settled into your new home as soon as possible. We’ve been working hard to keep things moving while making sure your new home is ready for you, with homes available to rent on the very first day they’re ready.
This year, on average, from a home becoming available to the exciting moving-in day was just over 18 days.
Support from the start
Our support begins as soon as you register your interest in a Stonewater home!
In 2024-25, we were here to support you every step of the way:
- We made welcome calls to new customers who needed some extra support.
- Our customer income team provided support and advice.
- We introduced clearer tenancy agreements – giving you more security from day one.
When you apply for a home with us, we look at what support you might need and offer help that’s right for you.
This could include:
- Advice on managing your tenancy and understanding what’s expected.
- Help with budgeting and managing your money.
- Support with applying for benefits.
- Help from charities and partners, like Longleigh, to cover the costs of setting up your new home.
Because of this support, here’s what we were able to do in 2024-25:
- 338 new customers got personalised help with money.
- 102 were put in touch with experts like CleanSlate or StepChange for help with debt and budgeting.
- 267 got support with their Universal Credit applications.
We also secured £76,124 in extra funding (called Discretionary Housing Payments) to help support our customers with the cost of moving home!
When your home is no longer the right fit
We know that as your household grows or changes, sometimes your home might no longer be right for you. We're committed to addressing overcrowding and have seen how providing adequate space can have a life-changing impact for families living in overcrowded conditions.
In 2024-25:
- We helped 183 households move to a home that better suited their needs because of overcrowding.
- We invested in our homes by adding multiple new extensions to provide more space.
- 283 new customers moved into a Stonewater home that helped solve the overcrowding they’d been facing.
Kirsty, Stonewater customer
"One of the best parts of my role at Stonewater is helping people find the home that’s right for them and their families. We know that every customer’s journey is unique, and I’m so proud to play a part in making sure they feel safe, supported, and settled in their new home."
Martin Tang, Lettings Officer