Customer Commitments: January to March 2025
Welcome to our Customer Commitments blog, where we give you a quick look into how we’ve been doing.
Here’s how we did in the first three months of 2025.
Here for you
We want to make sure that when you need us, you can get in touch quickly and easily.
From January to March, 89% of customers asked said that they felt satisfied with our Customer Service Centre, which we’re really pleased to hear.
After each visit or repair, we reach out to hear how things went and learn how we can improve. Between January and March 2817 customers shared their experiences through our surveys - giving us valuable insight into how we’re doing. Over the past year, we’ve received just over 10000 reviews through these follow-up surveys, with 89% of responses sharing how satisfied you were with the service you received. This feedback really helps us to see what’s working and where we can do better!
We’ve also got a bit quicker at replying to emails, now getting back to you in an average of 4.2 days.
We’ve welcomed another 918 customers to MyHome, our handy online service. With MyHome, you can quickly and easily report repairs, make payments, or check your account any time of day or night – no need to call. You can access MyHome on the web or through the MyHome app.
You can also use MyRequests to save time on simple things, like asking about parking or getting permission for a shed.
Repairs
We know how important it is to have repairs done well and on time.
From January to March, 83% of customers asked were satisfied with our responsive repairs – that's up 2% from October to December last year!
We also made big progress on keeping appointments, with 80% of appointments going ahead as planned, which is a 15% improvement from the end of last year.
Keeping you and your home safe is always really important to us. From January to March, 99.8% of homes have a valid gas safety record and 99.5% have an up-to-date fire risk assessment.
When we need to visit your home to carry out a repair, check, or survey, please help us by making sure we can get access. This helps us keep your home safe and everything working as it should.
Our Customer Liaison Officers (CLOs) continue to work closely with our repair's contractors to look into issues like missed appointments and help us to learn where we can do better.
You can find out more about our Customer Liaison Officers, here.
Complaints
We’re also pleased to share some good news about how we’ve been handing complaints.
We acknowledged 99% of complaints on time (beating our 95% target) and responded to 97% on time, ahead of our 90% goal.
72% of customers who gave feedback were satisfied with how we handled their complaint, well above our target of 60%.
We’ve been trying out a new way of dealing with complaints in some cases. Instead of handing your case to the team involved, a dedicated complaint specialist looks into the whole issue. Where we’ve used this approach, it’s helped us stay in better contact with customers throughout the process, and really shown just how important clear, regular communication is when things go wrong. It’s a more detailed way of doing things and takes a bit more time, but the feedback so far has been very positive and encouraging. We’re learning a lot from it and looking at how we can use what works to make our overall service better.
If something’s gone wrong, and we haven’t been able to fix it, you can make a complaint. 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
Anti-social behaviour
We know we need to do better when it comes to dealing with anti-social behaviour (ASB).
Only 49% of customers who gave feedback were satisfied with how we handled their case, which is below our target of 60%.
Based on this, and the feedback you’ve shared with us, we’ve been working hard to improve and strengthen our ASB team. In April, we restructured the ASB team - updating job titles, bringing in new team members and delivering training to the team. These changes are all about making it easier to share information, take clear ownership of cases and keep your experience at the heart of what we do. You can find out more about how we're supporting you with ASB, and what to do if you're experiencing it, here.
We’ve also improved how our ASB team works locally, with team members now working in regional hubs. This will help them to build stronger relationships in the areas they cover and respond in a way that works better for you.
In November 2024, we held a Facebook Live and Direct event all about ASB, how we can support you to resolve neighbourhood issues and shared more about the changes we’ve made to improve our service. Customers had the opportunity to ask questions directly to our Neighbourhoods and ASB teams. Watch our ASB Facebook Live and Direct, here.
Join us for our next ASB Live and Direct, tomorrow, over on Facebook!