You said...
Homes should be let quickly and fairly
Re-lets
(homes where someone’s moved out)
New-lets
(homes that have just been built)
Average re-let time
(up from 18 days)
Customer satisfaction rating
New homes built
Moving home should be simple, fair and easy to understand.
Whether you’re renting a home or buying through shared ownership, we want to make the process as straightforward as possible.
In 2025-26:
- Homes were ready to be occupied on average in 21 days, meaning more people could move into their new homes sooner. Many customers moving into new homes moved in within a day!
- Customers moving into retirement living homes moved in two days quicker than last year.
- More than 470 customers received homes with gifted carpets to help them settle into their new homes.
- 791 customers received decoration vouchers to help make their new home their own.
- 508 customers were referred for financial support and advice to help with moving costs.
- 55 customers were supported through management moves when circumstances meant they needed to relocate.
- More than 1,100 customers were rehoused through our work with local councils.
You told us that moving home is easier when you receive regular updates, clear information and support throughout the process.
Moving home is a big life event, and clear information and support can make a real difference.
So, we worked to prepare homes quickly, improve communication by updating you weekly while you waited for your home to be ready and offered practical support - such as carpets, vouchers and money advice - to help you settle in.
We:
- Focused on preparing homes quickly while making sure they meet the level of quality we expect.
- Reviewed the information we share with you, to provide more information on the local area as part of our sign-up process – including things like where the closest bus stop is and details of nearby doctors and supermarkets.
- Introduced weekly text message reminders during the notice period, reminding customers what they needed to do before moving out.
- Created easy-to-read step-by-step guides to help customers through the moving process, from signing up for their home to getting essential services up and running.
- Removed Starter Tenancies, meaning all new customers receive an Assured Tenancy from the start. This gives you greater security in your home from day one, as well as earlier access to tenancy-related services and support like mutual exchanges (which you can find out more about, below!).
- Launched a staircasing awareness campaign to explain how customers can buy additional shares in their home.
Together, these changes helped you to feel more informed, supported and confident throughout the moving process.
“I moved into my Stonewater home in early December, and I couldn't be happier. My new home is perfect for my needs. It's cosy and secure and is in a beautiful scheme with lots of lovely facilities. From applying, to moving in, and now being a customer, I was helped and supported by Louise and Gary. They made everything easy with their friendly and professional manner, and they're so easy to talk to. I'd recommend Stonewater to anyone. They really care about their customers.”
“Sam was beyond incredible. She was empathetic, kind, helpful and immediate with her responses. Nothing was too much trouble, and I was treated with so much respect. This is what personal service is, clear, considerate and very professional. I am eternally grateful to Sam for her assistance. We are now in our home and look forward to making it ours. Thank you.”
“I cannot thank Melissa enough for supporting us through the shared ownership process. She was consistently patient, kind and reassuring, and always took the time to respond thoughtfully to questions and concerns. Her communication and support made what was an incredibly stressful and anxiety-provoking process feel far more manageable. Melissa’s compassion and understanding genuinely made a difference, and I am extremely grateful for all of her help and support throughout. We are overjoyed to now be in our beautiful new home!”
Matching homes fairly
We work to match the right people to the right homes, always considering:
- Housing needs,
- Eligibility,
- and local requirements.
We supported many customers through the shared ownership process, helping more people to take their first step onto the property ladder.
Giving customers more choice
We also continued to support mutual exchanges, which allow social housing customers to swap homes when their circumstances change. This can help people find a home that better suits their needs without having to join a housing waiting list.
customers supported with a mutual exchange in 2025-26!
“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 through the transition. Highly recommended!”
“We’ve just got our first Stonewater property today, first time ever with a Housing Association, and it was honestly such an easy process, not rushed and constant support if needed, from all departments.
Stonewater truly believe in customer service more than anything.
It is the best thing I ever did as I’ve never felt so reassured and relaxed with everything."
