Customer Commitments: April to June 2025

Updating our customer commitments

Earlier this year, we invited customers to a workshop to help us refresh and improve our customer commitments.

Since then, we’ve reviewed everything you told us during that session, alongside feedback from surveys, engagement events, Tenant Satisfaction Measures (TSMs) and complaints over the past year. This helped us to draft a new set of customer commitments!

You told us:

• It’s important to be clear about how long it should take to get a response to things like letters or emails, including if the response will be an automatic reply or personalised.
• You want quick, personal replies, not just automated messages. You expect a proper response from a real person, within the promised time.
• Our customer commitments should include a commitment to keeping service charges as economical as possible, while still making sure maintenance is done properly.

Thank you for sharing your experiences with us - it’s helping to shape how we work and how we can improve!

We know how important it is for you to be able to reach us easily when you need help, whether it’s to report a problem, ask a question or give us feedback.

Between April and June, 88.3% of customers told us they were satisfied with the support they received from our Customer Service Centre. We’re really pleased to hear that!

We’re continuing to improve - answering calls within an average of 6.35 minutes, and we’re always working hard to reduce waiting times further.

Need to get in touch?

There are many different ways you can reach us. As well as phone and email, you can also contact us through Live Chat on our website, social media or MyHome. To make things even easier, we also offer a call-back feature during busy times, so you don’t have to wait on hold. Our aim is to get back to you within two hours. To ensure this works smoothly, please keep your phone line open for our call back!

81.8% of customers felt satisfied with our repairs service

When we carry out a repair or visit, we’ll follow up to find out how it went. Your feedback gives us important insights into what’s working and where we need to do better.

Our Customer Liaison Officers (CLOs) continue to work closely with our repairs contractors to look into issues like missed appointments and make sure your concerns are being heard and acted on.

55.2% of customers felt satisfied with how we handled their anti-social behaviour (ASB) case

That’s below our target of 60%, but still an improvement from earlier in the year.

We know how much of an impact ASB can have on your day-to-day life. We’ve been working hard to improve and strengthen our ASB team, using your feedback to make meaningful changes:

• In April, we restructured our ASB team: updating existing roles and adding new ones to bring in more expertise, legal knowledge and give the team more ability to make decisions. This makes it easier for us to share information, take clear ownership of cases and keep your experience at the heart of what we do.
• We’ve also improved how our ASB team works locally, with team members now working in regional hubs, helping them build stronger relationships in the areas they cover and respond in a way that works better for you.

66.7% of customers felt satisfied with how we handled their complaint

That’s above our 60% target!

We’ve been trying a new approach to how we handle complaints. In some cases, instead of passing the complaint straight onto the team involved, a dedicated complaint specialist looks into the whole issue from start to finish. This has helped us to:

• Stay in better contact with you.
• Provide clearer, more consistent updates.
• Understand the root of the problem more effectively.

It takes a bit more time, but early feedback has been very positive. We’re now looking at how we can roll this approach out more widely.

We’re always learning from complaints and use them as an opportunity to improve. If something has gone wrong, and we haven’t been able to put it right, get in touch. We’re committed to learning from every complaint we receive.

You can make a complaint by:

• Completing the form on our website here
• Emailing us at customers@stonewater.org
• Calling us at 01202 319 119
• Writing to us at: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE86EP
• By sending us a private message on Facebook