Customer Commitments: January to March 2026
Between January and March, 83.3% of customers told us they felt happy with our Customer Service Centre
This was above our target of 78% and similar to the results we saw in October to December. This is really positive as it shows that the improvements we’re making to how we handle calls and contacts are making a difference to your experience.
We understand that waiting a long time to get through to us can be frustrating, so we’ve continued working to answer calls and emails as quickly as possible. Between January and March, the average call wait time was seven minutes and 29 seconds.
We also know it’s important that you can contact us in different ways. We aim to make sure you can reach us in a way that suits you best:
- Social media messages were answered in an average of two hours and 34 minutes – beating our target of 4.4 hours and an improvement from our 3.55 hours performance at the end of last year.
- Emails were answered in just under three days – better than our 4.2-day target!
- Live chat messages were answered in just over five and a half hours, which was slightly slower than recent performance, so we’re reviewing how we can improve this.
Don’t forget – during busy times, you can use our call-back service instead of waiting on hold. We aim to call you back within two hours, so please keep your phone available.
Have you heard of TechSee?
“A great tool, it saves having to try and explain the issue or fault.”
When you contact us about a problem, we want to understand it as quickly as possible so we can get the right help to you. One of the ways we do this is through TechSee, a secure video tool that lets you show us the issue using your mobile phone camera. We send you a secure link during your call – there’s nothing to download, and you don’t need any technical knowledge.
It can be especially helpful if it’s difficult to explain the problem over the phone or if the issue is hard to see or access. It allows us to see what you’re seeing, which often helps us identify the problem more quickly and avoid delays.
TechSee is one of the ways we’re using technology to make it easier and quicker for you to get help when something goes wrong.
69.4% of customers felt satisfied with our repairs service
After every repair or visit, we check in to see how it went. This helps us to understand what’s working well and what needs improving.
Between January and March, 69.4% of customers told us they were satisfied with their repairs. This is below our 75% target and a small drop compared to recent performance, so we know there is more to do.
We’ve recently improved how we collect feedback so we can make sure surveys are sent at the right time and better reflect your experience. We’re also working closely with our contractors to understand feedback in more detail and agree on clear actions to improve the quality and consistency of repairs.
44.4% of customers felt satisfied with our anti-social behaviour (ASB) service
This is an improvement compared to October to December’s results, but still below the target of 60%.
We know that ASB can have a huge impact on lives and how comfortable you feel at home, so it’s important to us that we keep improving how we respond and support customers.
We’re reviewing how we collect feedback so we can get more responses and a clearer understanding of your experiences. This includes changing how we gather survey feedback so it’s more timely and relevant.
Your voice matters
We’re growing our Customer Involvement & Engagement Team so we can work more closely with you and better understand what matters in your neighbourhood.
Between January and March, 39 Community Champions supported their communities and helped to shape local improvements by sharing feedback and ideas.
As part of our new local way of working, we’re exploring more ways for customers to get involved and influence how services are delivered. If you’re interested in getting involved, you can find more information on our website.
The infographic below shows our Customer Commitments report for the last quarter (January to March).
You can also view our previous report for October to December here.
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