Welcome to the Stonewater Customer Annual Review for 2024-25.

As Chair of the Customer Experience Challenge and Assurance Panel (CXCAP) my role is to consider the impact of Stonewater’s services and actions on each of you, and really challenge Stonewater as a business and service provider to do the best it can for you.

It’s a busy role, and reading this annual review has given me time to reflect on the year we’ve had and think about where we’re going in the future.

It’s been a year of big change for Stonewater, as you’ll know, Sue Shirt, our valued colleague, has stepped down from her role. I’m so grateful to have worked so closely with Sue and wish her all the best for the future. We were pleased to recruit David Ripley to carry on her legacy of truly making sure the customer voice is heard and felt in everything we do.

I personally make sure I am connected to people living in Stonewater homes and communities, and not just those who sit on CXCAP. I regularly meet with Stonewater’s Customer Scrutiny Panel so they can tell me what they’ve found through their in-depth service reviews and what we can do better. Part of my role is to support panels and groups like the Scrutiny Panel to hold Stonewater to account, and make sure we’re delivering what we say we will.

I would encourage any customers who are passionate about making a difference in their communities or to Stonewater as a whole to take a look at the range of engagement opportunities Stonewater has to offer.

As you flick through the pages of this review you’ll see lots of ways customers have helped make things better including our Scrutiny Panel helping us review how we communicate when you report a repair, our Inclusion Group helping to shape the Customer Census, our Customer Complaints Learning Panel looking at how we respond to complaints and our Community Champions joining us for community days around the country. I’m grateful to every one of you.

I hope you enjoy this annual review; and that each customer story shows you what a difference can be made when we work as a community.