Our new Customer Strategy
“Listening to our customers and acting on what they tell us is at the heart of how we work at Stonewater.”
You’ve told us what matters most to you, and we’re listening.
We’re always looking at how we can improve our homes, services and neighbourhoods. That's why we've recently launched a new Customer Strategy, which sets out our commitment to becoming more connected to our customers, our communities and the people who deliver our services.
The strategy has been shaped by what you’ve told us matters most: being able to reach us easily, receiving clear communication and knowing that when you need support, we're there to help. We want to make our services better, more responsive and easier to access.
One of the biggest changes you'll see is our move to a locality-based approach. This means our teams will be more visible in neighbourhoods, spending more time in communities, building local relationships and gaining a better understanding of the issues that matter where you live.
By working closer to you, we'll be able to respond more effectively and deliver services that reflect the needs of local communities.
Our new Customer Strategy is more than changing how we work – it's about building stronger connections, improving trust, and making sure you feel heard, supported and valued. We're excited about the difference this will make and look forward to working alongside you as we bring our new strategy to life!
What localities mean to you...
Listening to you
Throughout these changes, your thoughts and feedback have been so valuable.
Over the summer, our Involvement and Engagement Team has been visiting your communities to gather customer feedback, as well as holding online sessions. We've called these ‘Being Seen’ workshops, events, and sessions, and they have helped us make sure we continue to listen to customers and use your feedback to shape our new way of working. Thank you to everyone who took part and gave feedback!