You said...
Your voice should shape services and decisions
You told us that your feedback should help shape the services we provide.
Your feedback helps us understand what we’re doing well, where we need to improve and what matters most to you.
So, we...
...collected feedback through surveys, workshops, community events and customer groups. We also looked at complaints, what you've been telling us and how our services were performing to identify themes around what's going well and what could be better.
We used this feedback to improve services, review how we work and plan for the future.
Many of the changes we’ve made – including improvements to repairs, communications and building safety – came directly from customer feedback.
This year
surveys completed.
policies and consultations, including our Pest Management policy, Individual Grants criteria and Equality, Diversity and Inclusion (EDI) Policy and Strategy, were reviewed by customers.
workshops were held to gather feedback and ideas.
regularly participated in our engagement groups (including Mount Green).
digital skills sessions were delivered to help customers build confidence online.
348 customers had the opportunity to carry out a mystery shop to test and improve your experience.
Customers helping to improve services
You play a direct role in shaping how services are delivered and improved.
During the year:
- Our Scrutiny Panel made 20 recommendations for service improvements and volunteered 104 hours to reviewing services.
- The Customer and Community Leadership Panel made 40 recommendations to make things better.
Customers were also directly involved in reviewing policies, communications and services. This included:
- Shaping our new Customer Strategy, making sure it reflects what you've told us you want from us in the future.
- Reviewing neighbourhood text message templates, guidance documents and policies, making them clearer, more inclusive and easier to understand.
We also use complaints and feedback from unhappy customers to help us understand where our services have fallen short. This helps us learn from those experiences and make improvements that benefit other customers in the future.
Your feedback matters
Feedback doesn’t just tell us what’s important – it helps us to make real changes!
One great example of customer influence in action was our review of grounds maintenance services. Customers helped us understand what was working, what wasn’t and what mattered most.
Across 2025-26:
- 266 customers shared their views about grounds maintenance through a dedicated survey.
- Customers attended workshops to discuss their experiences and priorities.
- 17 customers were involved in selecting grounds maintenance contractors.
As a result, we:
- Moved forward with new contractors who’d be better suited to delivering the services needed.
- Continued to update our estate services schedule and reporting tool.
- Improved the way we communicate about grounds maintenance through our website and customer newsletters, helping you to understand what services are delivered and when.
We also learned more about what encourages you to get involved and share your views: you’re more likely to get involved when you can see how your feedback will be used, when opportunities are accessible and flexible and when we close the loop by showing what changed as a result. From January 2025 to October 2025, participation in our formal customer groups increased by 41% - more of your voices contributing to decision-making!
“We really do feel heard, thank you!”
“Thank you for being a part of an organisation who supports and encourages customers to reach for the sky. Thank you to each and every team who work tirelessly to make things like this possible. Without the opportunities Stonewater puts in place for all customers, this little story would not be in this email today.”
Trevor, Scrutiny Chair, worked with the Customer Engagement and Involvement Team to organise a community day at his scheme in Banbury. The event brought together a wide range of colleagues and representatives from JustAsk, the contractor that provides services in the area.
To celebrate South Asian Heritage Month, we held an event in Coventry for teams and engaged customers from the local area.
The Scrutiny Panel came together for a learning and development day, with members joining both in person and online. During the session, they received EDI training, heard updates and worked together to create an action plan for future service reviews.
Measuring what matters
Customer feedback helps us understand how we’re performing against the Tenant Satisfaction Measures (TSMs) and the Consumer Standards set by the Regulator of Social Housing (national measures used by housing providers to understand how customers feel about services).
These measures help us understand where we’re meeting expectations and where we need to improve.
Trevor, Scrutiny Panel Chair, shares about his involvement experience.
