Learning from complaints
January to June 2026
Listening to complaints is one of the most important ways we learn and improve our services. When you tell us something has gone wrong, it gives us the opportunity to put things right and make changes that improve our services for everyone.
Here’s a look at some of the improvements we’ve made based on customer feedback and the lessons we’ve learned during the first half of 2026:
January to March
One of the biggest projects during this time has been developing our new Customer Strategy!
We created the strategy using feedback from customers, including complaints, surveys and compliments.
You told us you want:
- More visible support in your communities
- Clear information about who to contact when you need help
- A smoother experience when dealing with different teams
We’ve listened to what you’ve told us and used your feedback to shape the way we work. As a result, we’ve been introducing a new way of working that will see more of our teams spending time in local communities, getting to know you better and addressing issues earlier.
By working more closely together and being more visible in our neighbourhoods, we hope to provide a more personal, responsive and joined-up service.
We also continued to work with our Customer Complaints Learning Panel (CCLP), a group of customers who help us improve the way we handle complaints.
The panel reviews real complaints and shares ideas about how we can provide a better service.
During 2025/26, the panel looked at complaints relating to:
- Repairs
- Communication with contractors
- Service charges
- Leasehold management
- Shared Ownership staircasing
The panel’s feedback highlighted areas we could improve, including:
- Communicating more clearly
- Making information easier to understand
- Providing a more consistent service
- Strengthening our processes
By involving customers directly, we’re able to learn from lived experiences and make changes that reflect what matters most to people using our services.
April to June 2026
Over the past few months, we’ve continued to notice a common theme across many of the complaints we received: communication about repairs and appointments.
Many customers told us that repeated changes to appointments, last-minute cancellations and a lack of updates can be frustrating and disruptive. We understand the impact this can have, especially if you’ve taken time off work, rearranged plans or waited at home for an appointment.
While some changes can’t always be avoided, we know we need to do a better job of keeping customers informed and reducing disruption wherever possible.
In response to your feedback, we’re focusing on:
- Making appointments more reliable
- Letting you know sooner if an appointment needs to change
- Providing clearer updates throughout the repairs process
- Improving planning and scheduling to help reduce delays
- Working with our contractors to deliver a better customer experience
Thank you for your feedback
Every complaint, compliment, suggestion and piece of feedback helps us understand what’s working well and where we need to improve.
We know we won’t always get things right, but we’re committed to listening, learning and making improvements based on what you tell us.
How to make a complaint
We always aim to provide you with great service, but we know we don't always get it right. When you feel like complaining, there are several ways you can let us know.
You can:
- Talk to a member of our team
- Visit our website and complete a form
- Call us on 01202 319 119
- Email customerfeedback@stonewater.org
- Send us a direct message on Facebook
- Or write to us at: Stonewater Suite C, Lancaster House Grange Business Park Enderby Road Whetstone Leicester LE8 6EP