“If it matters to you, it matters to us”

Stonewater relies on our customers’ feedback to improve our services. Last year, over 1,500 of you got involved in one way or another to tell us what you thought about the services you receive. Based on what you said, we made lots of tweaks and changes to how we work.

From big changes like increasing the number of colleagues working in our Customer Service Centre so we could answer your calls faster, to pulling together a new Engagement Guide so you could see the different ways to have your say.

To make sure you stay at the heart of what we do, we’ve updated our Customer Voice Policy to explain exactly how we’ll involve customers in shaping our services. We wanted to do this to reflect the huge changes we’ve made in our Customer Engagement offer over the last few years as well as to meet the new standards for landlords introduced by the Regulator of Social Housing in April.

We created this in partnership with our colleagues at Mount Green Housing Association, so the Policy applies to every part of the Stonewater Group.

We couldn’t have done this without the help of involved customers, including our Customer Scrutiny Panel, who shared feedback in the Spring about the improvements you’d like to see. This included making our Policy simpler and clearer, as well as committing to promoting it in accessible ways to new customers.

If you’d like to get involved, please let us know - we'd love to work with even more customers this year!