You said...

Clear, easy-to-find information helps you feel informed and confident

Whether you’re raising a repair, paying rent, moving home or exploring home ownership, you told us that having clear information and knowing where to get help makes a real difference.

Throughout 2025-26, we focused on making our information and communications clearer, simpler and easier to access.

Many customers told us they want to find information quickly and conveniently without needing to contact us. That’s why we’ve improved our website, MyHome and online guidance – introducing guides and more detailed information - making it easier to find answers, report issues and manage your home online at a time that suits you.

You told us that some information about responsibilities, service charges and homeownership options wasn’t always easy to find or understand.

So, we created resources using clearer language to explain updates, changes and available options, so you can decide what’s right for you.

This included updated information for homeowners and shared owners, plus new guidance covering:

Buying more shares in your shared ownership home (also known as staircasing),
Extending a lease,
The rights and responsibilities of leaseholders and freeholders,
Common homeownership terms,
and what it means when a home has an 80% staircasing restriction.

We created videos with mortgage and legal experts to explain key processes, answer common questions and help customers make informed decisions with confidence.

We also reviewed and updated letters to make them clearer and more relevant, and updated application forms (including the Shared Ownership application form) to better understand your individual needs and provide stronger support from the start.

Making home sales and purchases smoother

We made improvements, including:

Direct access to specialist teams for customers selling their home, helping to answer questions more quickly.
A clearer process for calculating final balances when a home is sold, reducing the risk of unexpected charges or debt.
A more consistent approach to providing certificates and documents needed during home sales, helping avoid delays.

Making our website more accessible

During 2025-26, we also carried out a detailed accessibility review of our website and began making improvements to make information and services easier to access.

As a result, our website achieved an accessibility score of 96 out of 100, helping more customers access information independently and reducing barriers for people with disabilities or additional support needs.

We've been making improvements to our website to make longer pages easier to navigate and more engaging to use.

For example, on our Tenant Satisfaction Measures (TSMs) page, we've introduced interactive sections that allow you to expand and explore the information that's most relevant to you, instead of scrolling through large amounts of content.

We've also redesigned some page features, such as video links, so they take up less space and are easier to find. We'll be rolling out these improvements to other content-heavy pages across the website, helping customers find the information they need more quickly and easily!

“Outstanding customer focus and very clear explanations at every step of the process, up to moving into our new property with Stonewater. We are very happy and impressed with the service and kindness we have received so far from all the staff we have spoken to at Stonewater. Thank you all so much.”

Keeping you updated

Throughout the year, we focused on providing clear, timely updates to help you to understand what was happening and what to expect.

One of the main ways we did this was through Here to Help, our customer newsletter, which provides practical advice and updates on topics including rent and service charges, neighbourhood and community news, safety information and support services.

Our four editions of Here to Help in 2025-26 had an average open rate of 51.2%, with thousands of customers clicking through for additional information and support!

This showed us that you really value receiving regular, accessible updates and information.

Alongside Here to Help, we introduced shorter tenancy-focused updates to give you timely information on topics that mattered most. These included money-saving support, neighbourhood and grounds maintenance updates, heating advice and opportunities to share feedback – helping you to stay informed and access support throughout the year.

15200

Newsletter page views across the year.

1100+

Visits to financial support information.

1000+

Visits to guidance on home maintenance.

550+

Views on community days articles.

560+

Visits on articles about how we learn from complaints.

“I’ve lived in my Stonewater property for almost a year- throughout this time, my experience has been very positive.

It’s refreshing to have good communication with a company that actions things in a timely manner.

I would like to give thanks to Karen, who has been a pillar of support- she is extremely efficient at responding to any issues I’ve had (which have been minimal). She organises the repairs in a timely manner and follows up to ensure this has been done.

I really appreciate how hard she works, so a big thank you to her.”

“I’ve had a really positive experience with Stonewater recently.

The lettings process can often be stressful, but Sam made the whole thing seamless.

She was absolutely fantastic from start to finish - super friendly, clear in her communication and always willing to go the extra mile to help me out.

It made a huge difference to feel so supported during the transition. Highly recommended!”

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