Customer census

Getting to know you better

Over the last few months, we invited you to take part in our customer census. A big thank you to everyone who took the time to fill it out! Your voice helps us improve, and we’re already putting what you’ve told us into action.

The census helps us understand the different households we support, so we can make our services better, fairer and more responsive to your needs.

What we learned

We’re still reviewing the results in full, but here’s a look at what you’ve been telling us:

  • Many of you shared important information about how you prefer to be contacted by us – this will help us get in touch in a way that works best for you.
  • We learned more about how households have changed over time, which helps us plan services more accurately.
  • A number of you shared health conditions or access needs we weren’t aware of – helping us to consider reasonable adjustments and improve accessibility.

This kind of information is really important for shaping how we do things in the future.

We partnered with TLF Research, an independent research company, to carry out this census. Your information will be handled securely. Only Stonewater colleagues and our contracting partners will have access to your data, and we will never share your details with third parties. TLF Research will destroy any identifiable personal data by September 2025.

What’s next?

Now that the census is complete, we’re using what you’ve told us to:

  • Update our records.
  • Identify where we can tailor services or support to meet different needs.
  • Plan future improvements to our services.

And the winner is…

As part of the census, we also ran a prize draw! The lucky winner of a £100 voucher is…Lisa! She told us:

“I’m really happy and surprised to win the voucher, with two children’s birthdays coming up, that will come in very handy.”

Congratulations Lisa!

Stay up to date

Remember, if your household details change - whether it’s a new phone number, a change in who lives with you, or anything else - you don’t have to wait for the next census to let us know. Get in touch with us any time!

Got more questions about the census? Visit our website.