You said...
Being able to reach us quickly and easily matters to you
When you need our help, you want to be able to contact us easily and get the right information the first time.
Throughout 2025-26, we made it easier to contact us and get help.
of customers felt satisfied with our Customer Service Centre (in October-December 2025).
Fewer steps to getting support
You told us that getting through to us, quickly, matters.
So over 2025-26, we focused on improving response times across phone, live chat, social media and email.
During busy times, we also continued to offer a callback service, so you didn't need to wait on hold.
We know this may not reflect everyone's experience today, and that some customers may still be waiting longer than we'd like. We're continuing to look at how we can respond more quickly, while maintaining the quality of service and support you expect.
In 2025-26, you got in touch with us through:
- 272,482 calls
- 60,665 emails
- 22,221 live chats
- 7,646 social media messages
- 6,500 responses to forms on our website
- 68 letters
As well as supporting customers with enquiries, we created more opportunities for people to share feedback directly with us through community events, online workshops and Facebook Lives.
These all helped us better understand what matters most to you and where we need to improve.
Improving your experience
You told us that being passed between teams or waiting for updates can be frustrating.
So, we reviewed processes, improved training for our teams and worked to provide a more consistent experience across all our contact channels, so you receive the same level of support whichever way you contact us.
However, we know there’s still more to do! While many customers received positive support, high levels of demand meant some people waited longer than we would have liked. Your feedback about communication and response times continues to help us make improvements and find ways to do better.
“They made everything easy with their friendly and professional manner, and they're so easy to talk to.”
“All the staff from Stonewater that I’ve spoken to over the phone have been really nice to me and helpful, and I even got a voucher to help me decorate, which I was happy about!”
Investing in the future
During the year, we kept preparing for the introduction of a new customer contact system.
This work included reviewing how information is currently recorded, simplifying processes and training colleagues. Once introduced, the system will provide us with a more joined-up view of customer information, allowing our teams to respond more quickly and reducing the need for you to repeat information when contacting us.
Looking ahead
Being able to contact us easily remains one of the things that matters to you most.
We’ll continue to work to improve response times, making finding the right information the first time easier and use your feedback to shape improvements. By listening to what customers tell us, our goal is to make every interaction simpler, clearer and more helpful.
“Wendy was absolutely amazing on the phone, very professional and a pleasure to deal with!”
“My mum unfortunately passed away, and the team at Stonewater really helped me out with getting things in place so I could take over the tenancy. They were really helpful and informative in such a difficult situation. Once again, thank you for making the transition simple and straightforward, and I’m so happy we still have our family home that I can make my own memories in.”
