Listening, learning, and looking ahead: highlights from our latest Facebook Live

On 7 October 2025, we hosted our latest Facebook Live event, bringing together members of our senior team to talk openly with customers about our services, future plans, and the things that matter most to you.

We were joined by:

• David Ripley, Chief Operating Officer
• Dave Lockerman, Director of Housing Operations
• Catherine Evans, Director of Asset Operations
• Alice Smith, Customer Experience Director for Housing Management
• Hosted by Danielle Bowater, Customer Engagement Coordinator

Together, they answered a wide range of live and pre-submitted questions covering everything from repairs and service charges to visibility in communities and tackling stigma in social housing.

Want to watch it back? You can see it below.

What we heard from you

Your feedback continues to shape the way we work. Here are just a few of the things you told us:

• Visibility matters: Customers want to see more of us in their communities. We’re working on it and we’re committed to being more present, more approachable, and more responsive.
• Repairs are important: 87% of customers are satisfied with our repairs service, but we know there’s more to do. We’re investing in smarter systems and better communication to make things even smoother.
• Green homes are a priority: We know our customers are environmentally conscious and want to save energy at home. We’re making homes more energy-efficient and environmentally friendly through our extensive retrofit programme. You can read more about this in our recent annual review.
• Service charges need clarity: You told us you want to be certain that we get your service charges right and you receive the services you pay for. Through your feedback and really great work from our engaged customers we've made lots of improvements on how we communicate with our about service charges.
• Tackling stigma: We’re proud to be part of the Stop Housing Stigma campaign. Every customer deserves respect from every colleague and partner of Stonewater that you meet. We make sure everyone who works for and with Stonewater understand the standards we expect to be delivered for our customers.

What’s next?

We’re not stopping here. Some of the forward plans we shared include:

• Improving communication so you understand what's going on with Stonewater - including things that are personal to you, and things that affect all customers.
• Visiting more and making ourselves more visible when we do.
• Delivering against Awaab’s Law and new housing safety regulations, with a customer-first approach to tackling damp, mould and other hazards.
• Making engagement opportunities available, ensuring customers help shape how services are delivered and improved. You don't have to wait - check them out here!

Join us next time

Our next Facebook Live will focus on Damp and Mould and will take place at the end of October. Keep an eye on our social channels and here on the hubb for the date and time.

Want to get involved or ask a question ahead of time? Drop us a message on the hubb forum, we’d love to hear from you.