We’ve been working hard to keep your homes safe, warm, and in good repair.
This year, we continued to listen carefully to what you told us about repairs – what’s working, as well as what needed improvement.
In 2024-25, we carried out 91,504 day-to-day repairs.
We spent £45 million on day-to-day repairs, helping to keep your homes well maintained and things running as they should.
There’s always more to do – that’s why we’re continuing to invest in better systems, improving at getting back to you, and listening to your feedback
Repairs completed
You told us:
“Repairs are really important to us, and it makes a big difference when they’re completed quickly.”
What we’re doing about it:
We introduced better systems to help us track and monitor repairs. This helped us complete 64,668 repairs on time, including more first-time fixes!
You told us:
“Communication needs to be better.”
What we’re doing about it:
We worked hard to keep you more informed, with clearer appointment slots, text reminders, and quick rebooking if things didn’t go to plan.
We continued working closely with our contractors...
introducing Customer Liaison Officers (CLOs) to help improve your experience with repairs.
While these roles are funded by us, the CLOs work within our repair contractors’ teams, so they’re closely involved in the day-to-day work that impacts you.
Since then, they’ve helped with:
- Investigating complaints around repairs, spotting where our service has fallen short, making sure issues are fixed, and learning from what’s gone well so we can use this to further improve our services.
- Improving your experience by building stronger relationships between teams, arranging personalised appointments, and following up to ensure work is completed to a high standard.
The CLOs have also sped up how quickly we acknowledge and respond to complaints. On-time complaint responses rose from about 80% to over 90% after they started.
This improvement freed up more time for our Homes team to focus on improving our repair services. As a result, we saw a 10% drop in new complaints in 2024/25 compared with the previous year!
Reviewing repairs
In 2024–25, one of our contractors, Ian Williams, worked closely with our Scrutiny Panel - a group of customers who volunteer their time, sharing their experiences and views - to review how we communicate about repairs and identify ways to improve.
The panel’s recommendations led to real actions being put in place, with work continuing to make further improvements. The panel told us we needed to make information clearer on who to contact about repairs, give regular updates until work is finished, and provide clear appointment details from the start.
We updated our Repairs Guide, making it clearer, easier to read, and more accessible. Changes included clearer contact details, better guidance on what to expect when reporting a repair, updated Health and Safety information, improved pest management advice, and new links to useful resources. We also created a shorter “Quick Guide to Repairs” so you can find key information at a glance.
We, and our contractors, are always looking for ways to improve. At the same time, we recognise there are occasions when we need to do better, and this kind of collaboration, with customer voices right at the heart of the conversation, helps us work together to deliver the high-quality services you expect.
A high standard of living
The Decent Homes Standard is a set of rules set out by the government to make sure that rented homes are safe, comfortable, and in good condition.
We’re proud to say that in 2024-25, over 99% of our homes met the Decent Homes Standard!
We invested more than £33 million into improving our homes in 2024-25. This included:
- 833 new kitchens,
- 312 new bathrooms,
- 1558 new doors and windows,
- And 11 lifts.
This year, we also built four extensions to help tackle overcrowding in our homes. These extensions have made a big difference for the families living there, providing more space and making homes more comfortable.
“We’re delighted to have been granted this funding to improve the energy efficiency of our homes. This work will be vital in helping customers to reduce their energy bills and ensure they have a warm place to live.”
Adam Masters, Assistant Director Environment & Sustainability
We know that being able to heat your home and keep it warm affordably is a top priority for you.
An Energy Performance Certificate (EPC) tells you how energy efficient your home is – ‘A’ being the highest rating and ‘G’ being the lowest. In 2024-25, 81.1% of our homes were rated Energy Performance Certificate (EPC) C or above. This means they should be at a good thermal comfort level (the desirable level of warmth your home should be at, without it feeling overly hot or cold).
With the average rating for homes in the UK at EPC D, we’re proud to know that most of our homes are warm, energy-efficient, and well-insulated.
We’re working to make sure all our homes meet at least an EPC C rating by 2030. If your home isn’t there yet, our ongoing retrofit programme will help get it there. While improvements won’t happen overnight, our retrofit programme will help by upgrading your homes with better loft and wall insulation, new doors and windows, heating upgrades, and solar panels where possible.
This year, we were awarded over £18 million from the Social Housing Decarbonisation Fund (SHDF) Wave 3 scheme. This funding will assist us in retrofitting more than 1,600 homes, helping us achieve our goal of decarbonising and providing more energy-efficient homes for you!
We’ve secured over £28 million in funding since the SHDF launched in 2021/22.
“Recently had a new air source pump heating system installed. The whole process from start to finish was amazing. All the engineers, workmen, and project managers were absolutely fantastic, really polite and helpful. They were quick, efficient, and went above and beyond. Well done guys, really impressed, can’t wait to experience the full effects when the colder weather comes in."
Kelly, Stonewater customer
Dealing with damp, mould, and condensation
Over the past year, our Scrutiny Panel reviewed how we handle and respond to reports of damp, mould and condensation (DMC) in our homes with the support of our dedicated DMC team. Our DMC team investigates and supports with all damp, mould, and condensation-related issues, helping to ensure that homes are safe, comfortable, and compliant.
The panel looked closely at how we make decisions about reasonable adjustments, as well as how we communicate with our customers when considering these adjustments.
After completing their review, the panel gave us 14 recommendations, which focused on improving processes, colleague training and confidence, communication, and using technology for effective recording of reasonable adjustments. We’re pleased to say all the recommendations have been implemented and will continue to be reviewed by the team.
We held a follow-up session with the panel to highlight the difference their recommendations have made. As part of the session, we shared examples of where reasonable adjustments had been successfully made for customers experiencing damp and mould in their homes.
One example involved a customer who reported damp and mould in their home:
We recognised the customer’s health conditions and identified reasonable adjustments to better support them. The works to fix the issue were complex and needed both inside and outside the home.
After it was finished, the customer said:
“I would like to say that the contractors that did the job were excellent. They carried it out well, and in accordance with my needs. Their names were Roy and Gareth and I feel that they should have feedback on having done such a good job.”
We’re committed to making sure all customers are informed about damp and mould and how we can support if you’re experiencing it in your home. As part of this, we’re holding our second damp and mould Facebook Live and Direct event in October 2025, sharing information and answering customer questions.
"At Stonewater, my work as a Business Partner focuses on tackling damp, mould, and disrepair issues. I take pride in supporting our customers’ well-being and ensuring their homes are safe, comfortable, and healthy places to live. What motivates me is knowing that every inspection and repair we complete helps improve lives and gives residents the peace of mind they deserve."
Sasank Pemmasani, Business Partner - Damp, Mould & Disrepair