Bringing our services closer to you
Many of you have told us that you’d like to see more of us out in your neighbourhoods.
You’ve also said it can sometimes be difficult to know who to contact for help and that you’d like our teams to work more closely together.
We’ve listened to your feedback and are currently making changes to improve the service we provide.
What is locality working?
You might hear us talking about locality working - this is really just all about bringing our services closer to your communities and being more visible and accessible. It means more of our teams spending time in local neighbourhoods, getting to know you, what’s important in each area and being on hand to help when needed.
This map shows our five 'localities'. Each locality will have its own dedicated teams, meaning we'll be able to really get to know you and your community better.
The Being Seen Blueprint: what it is and why it matters
As part of our 2026-2030 Customer Strategy, we asked you what matters most in your communities.
We’ve explored what “being seen” means to you, what our teams should focus on during the first six months and how we should measure the new approach to make sure it’s making a difference. Your message was clear - being seen is about more than just being present. You want to know who’s there to help, who the right person to get in touch with is, when issues will be addressed and how your feedback makes a difference.
From the consultation and your feedback, we have identified five key priorities for the first six months of the Being Seen Blueprint;
- Build a visible community presence
- Improve neighbourhood standards
- Support stronger communities
- Improve communication and accessibility
- Strengthen accountability and follow through
Customers have been clear that being seen is not about how many visits Stonewater completes. It is about knowing who represents Stonewater locally, feeling listened to, seeing action taken and understanding the difference those actions have made.
Over the first six months, we're committed to making the following changes our priority:
- Improve communication and accountability
- Resolve local issues more effectively
- Establish recognisable local contacts
A big thank you to everyone who took part in the consultation.
Want to find out more? You can read the full consultation here.
What does this mean for you?
Over the coming months, you’ll start to see more of us out and about.
We’ll be:
- Working to spot and tackle issues earlier
- Building stronger relationships with you
- Working more closely with local organisations and community groups
- Making it easier for you to get the right help when you need it
Each area now has a dedicated Housing Officer, supported by local colleagues who will work together to provide a more joined-up service.
What’s next?
We’re introducing locality working across all our communities and recruiting new team members to make this happen. Thank you for your patience while these changes are being put into place!
Over time, you’ll get to know the people who support your area and see more of our teams in your community. We’re looking forward to building stronger local relationships and providing a service that feels more personal, responsive and connected. We’ll keep you updated!