Customer Commitments
April to June 2026
When you share your experiences with us, you help shape the services we provide.
Here’s what you’ve told us between April and June!
68.1% of customers who recently had a repair completed felt happy with the service they received
While this is below our target of 75%, it shows that many people had a positive experience - but we know there’s more we need to do!
You’ve told us that it’s not just about getting the repair done, it’s also important for you to know what’s happening and when. We’re working to provide clearer updates and better communication throughout the process, from when you first report a repair to when the work is completed.
Communal areas and grounds maintenance
Clean, well-maintained shared spaces have a big impact on how you feel about where you live.
Among homeowners, satisfaction with communal areas increased from 37% to 46%, meeting our target. Satisfaction with grounds maintenance also improved, rising from 38.2% to 48.4%.
Meanwhile, of customers who rent their homes, 58.4% felt satisfied with communal areas, and 63% felt pleased with grounds maintenance.
61.2% of customers who contacted our Customer Service Centre were satisfied with the service they received
When you contact us, you expect helpful advice and timely responses.
Between April and June, we responded to emails in an average of 4.8 days, social media enquiries in 3.47 hours and live chat enquiries within 6.28 hours. The average call waiting time was 11 minutes and 45 seconds.
From April to June, 59.8% of customers renting their home said they felt listened to when they contacted us. This is an improvement on our results from January to March and shows that the changes we’re making are making a difference.
You’ve told us you’d like quicker responses and better communication. We’re reviewing how we work across all our contact channels to help improve your experience.
41.2% of customers who reported anti-social behaviour (ASB) were satisfied with how we handled their case
We understand that ASB can have a big impact on your home and community.
While this result is slightly lower than January to March and below our target of 60%, it’s still higher than some of the results we’ve seen over the past year. We’re continuing to review the service and listen to feedback so we can make improvements where they’re needed most.
Complaints
From April to June, satisfaction with complaint handling was 31.2% among customers renting their home and 32% among homeowners. While the homeowner result was above target, we know all customers expect a better experience.
The infographic below shows our Customer Commitments report for this quarter (April to June).
You can also view our previous report for January to March here.
Where does this information come from?
The feedback in this article comes from two different types of surveys.
Some of the results compare the views of customers who rent their home and homeowners. These figures come from our tenant satisfaction measures (TSM) surveys, which ask about your overall experience, including whether you feel listened to, kept informed and satisfied with your home and neighbourhood.
We also ask for feedback after specific interactions with us, like after we complete a repair or you get in touch with a question.
Using both types of feedback helps us understand how you feel about our services, while also spotting improvements we can make to our services and your experience.
We’re always learning from complaints and use them as an opportunity to improve.
If something has gone wrong and we haven’t been able to put it right, get in touch. We’re committed to learning from every complaint we receive.
You can make a complaint by:
- Completing the form on our website here
- Emailing us at customers@stonewater.org
- Calling us at 01202 319 119
- Writing to us at: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE86EP
- By sending us a private message on Facebook