Advocacy support for customers
As a landlord, it’s really important to us that our customers voices are heard and that we can resolve issues when they happen. However, we do understand that sometimes relationships between Stonewater and customers can break down and this is why we’ve partnered up with an advocacy company called POhWER.
POhWER are an independent advocacy service who will support Stonewater customers with a variety of things, such as:
- Communicating with Stonewater and sharing views and experiences on their behalf
- Helping them to understand their rights and making sure they are represented
- Signposting to information and other agencies or services
- Helping to interpret information and understand complex information such as legal notices
- Helping them maintain choice and control
- Helping those who are unable to have their voice heard due to deteriorating physical or mental health
How confidential is this service?
POhWER will not share any information with us, so you can be assured that anything discussed will stay strictly confidential, unless you say otherwise. They do send us generic data occasionally so that we can monitor the effectiveness of the service which will include age, the nature of assistance given, number of cases that were successful and customer satisfaction, however no personal details will be included that could identify individual customers who have used the service.
Who can access the service?
We’ve made sure that this service is accessible for all Stonewater customers and you can pre-book appointments, either by video or phone call.
If you have an issue you’re struggling to resolve with us, or need some support due to health issues, you can call us at any time on 01202 319119 and request a referral. We’ll have a chat, get your consent and refer you to POhWER who will then be in touch.