Meet the contractor: Ian Williams
We work closely with a range of trusted contractors to help keep your home safe, well-maintained and running smoothly. One of these contractors is Ian Williams, who provide services in certain areas.
What they do and how they do it
Ian Williams help us with day-to-day repairs, as well as bigger jobs like refurbishments and electrical checks. They cover a wide area, including Yorkshire, Nottinghamshire, Derbyshire, Suffolk, Leicestershire, Northamptonshire and even parts of Cambridgeshire.
They keep a close eye on the quality of their work to make sure it meets high standards and that you’re happy with the service. Here’s how they do it:
- Taking before and after photos of jobs for quality checks.
- Regular site safety visits.
- Post-inspections to make sure work meets our standards.
- Keeping us and you in the loop throughout.
If a job can’t be completed in one go, they’ll usually book a follow-up appointment with you right there and then. If anything changes, like a delay with materials, they’ll keep you updated.
If they call round and you’re not in, they’ll leave a card so you can easily rebook.
Looking after you
Every time a repair is raised, the Ian Williams team are told if there’s anything important that they should know – for example, if a customer has specific needs. This helps them be thoughtful and supportive during visits.
“Ricky is thorough, and his approach is appreciated by customers. He recently visited a customer who mentioned how patient and understanding he was, especially as she has mental health and mobility issues and struggled to come downstairs. He handled the leaking issue in the property with care, explaining everything clearly to the customer and provides amazing, detailed reports of the works involved when carrying out repairs.”
All Ian Williams operatives are trained in safeguarding and know what to do if they’re concerned about someone’s wellbeing.
Your voice matters
We have dedicated Customer Liaison Officers (CLOs) who work between our and Ian Williams’ teams. They directly look into complaints or issues to make sure we continuously learn from your feedback.
Our teams work closely together to ensure that our services meet your needs and expectations, and that if anything does go wrong, we learn from it quickly.
Most of the time the Customer Liaison Officers will keep in touch by your preferred method, so they can share updates with you about what’s going on, every step of the way.
How they’re doing this year
From April 2024 to April 2025, 98% of emergency repairs, and 94% of non-emergency repairs, were completed on time.
85.6% of customers asked said they were satisfied with the service they received.
More than just repairs
Ian Williams is all about building for the future. Not just homes, but people too. Their Academy, launched in 2016, helps train and develop their team, including apprentices and trainee surveyors. Their apprentices make up 15% of their workforce…a strong investment in the next generation!
Earlier this year, members from the Ian Williams team visited Moor End Academy, to carry out mock interview sessions with students, helping students to grow their confidence and develop their interview skills.
“It was so gratefully received and appreciated by the students. It will have made a huge difference to them, and the feedback has been fantastic.”
They’ve also set up the Ian Williams Foundation, a fund managed by staff that supports communities, charities and volunteering efforts across the country.
As well as this, last year, Ian Williams helped our Scrutiny Panel to look at how we communicate about repairs and find ways to improve.
Reporting a repair to us
If you need a repair, just let us at Stonewater know. We’ll arrange for the right contractor to get in touch and book an appointment with you.
The easiest way to report your repair is via MyHome. MyHome is available on the web and in the MyHome app. You can also contact us by phone 01202 319119 or email customers@stonewater.org
If you need emergency repairs outside of our normal opening hours, call us anytime and our out-of-hours team can help.
In our handy customer repair guide, we cover how to report a repair, your responsibilities, what to expect when we carry out your repair, general home improvement, and much more.
If you own all or part of your Stonewater home, please visit our information on repairs and maintenance for shared owners, leaseholders, and freeholders.