Learning from complaints
We take every complaint seriously and use them as a chance to learn and do better.
Most of our updates focus on what we’ve learned in the past few months, and while we’re constantly checking how we’re doing, every April we take a step back to look at how we’ve done across the entire year.
This article shares what we’ve learned and changes we’ve made based on your feedback from April 2024 to April 2025.
Over the past year, the number of complaints we received dropped by over 10% compared to the year before, a sign that changes we’ve made are helping to improve the services you receive.
Your neighbourhoods
We’re pleased to share that complaints we received about our estates dropped by 37% in 2024-25! This follows the introduction of a better reporting tool and a review of all our estates, to make sure our contractors know exactly what they’re responsible for.
It’s now easier than ever for our teams to access contractor schedules and before-and-after visit photos. This helps us to track works and make sure they’re done to a good standard, as well as opening better communication and encouraging clearer records.
We also introduced new tools and training across our teams to improve how we handle complaints – making it easier to track, take ownership of and resolve issues faster.
Repairs
In 2024-25, repairs made up 71% of complaints. As well as always listening to your feedback directly, we’ve been working on improving what information we collect from you when you make a complaint, so we can better understand the root causes of these issues and put the right fixes in place.
Our Customer Liaison Officers (CLOs) work closely with us and our repairs contractors to help you to feel listened to and make sure you’re kept updated. We continue to meet regularly with our contractors, to help us to stay on track and deliver better services for you.
Anti-social behaviour (ASB)
We’ve taken big steps to improve our ASB service over the past year. This journey is ongoing, with lots more to be done over the next year.
In 2024-25, customers on our Customer Complaints Learning Panel reviewed complaints around ASB and created an action plan, which has helped us to make impactful changes to our ASB service.
Some of these changes included improved collaboration between our teams to improve the quality of investigations, training for staff and clearer processes.
In April, we introduced our new, refreshed ASB team. Job titles have been updated, we’ve welcomed team members who work locally to help to build better local connections, and we’ve also delivered training to our teams. These changes are all about making it easier to share information, take clear ownership of cases and keep your experience at the heart of what we do!
You can learn more about our new ASB team, here.
Better complaint handling
In 2024-25, customer satisfaction with complaint handling rose to 62.9%, up from 40% the year before and above our 60% target. This really shows the impact better communication, particularly proactively making phone calls to customers to discuss their complaint and proposed resolution, has made on the experience you have with us.
How to make a complaint
We always aim to provide a great service to you, but we know we don't always get it right. When you feel like you want to complain, there's a number of ways you can let us know about it.
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