Customer Commitments: July to September 2025

By Erin Hodgkinson | December 22, 2025

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 July and September, 82.4% of customers told us they were satisfied with our Customer Service Centre - well above our target of 78%!

You’ve told us that long wait times can be frustrating, and we’ve listened. We’re working hard to respond to emails and pick up the phone quicker. From April to June, the average call wait time was 6.29 minutes; from July to September, we brought this down to just 4.03 minutes.

We’ve also kept in touch with you across our digital channels. On social media, we’ve been responding to messages within 3.14 hours, our Live Chat service has been answered within 5.54 minutes on average, and we’ve continued to work hard to reply quickly to emails.

To make contacting us even easier, we offer a call-back service during busy periods, so you don’t have to wait on hold. Our goal is to return your call within two hours - please keep your phone line free so we can reach you.

75.2% of customers felt pleased with our repairs service

After every repair or visit, we’ll follow up to ask how things went. Your feedback gives us valuable insight into what’s working well and where we need to do better.

While this result is slightly over our target of 75%, we’re continuing to work to improve. We recently held a face-to-face workshop with many of our day-to-day repairs contractors to investigate ways we can further improve our customers’ experience.

Actions were agreed, mainly relating to improving communication and developing a more detailed understanding of what our customers’ experiences are with our repairs service.

29.4% of customers felt satisfied with our anti-social behaviour (ASB) service

ASB satisfaction was 29.4% which is a drop from April to June, when satisfaction was 55.2%, and some way short of our 60% target.

We're currently reviewing the way in which we gather customer satisfaction, as these results are based on a handful of surveys. We want to make sure we get as many views as possible from those who have used the service, so we can continue to get better.

We know there are areas we need to improve within the service and have been working hard on this (which you can read more about here!).

The main area we have fallen short is in our communication, so we are continuing to make sure that our team is trained and equipped to support customers and we have greater oversight to make sure we're saying what we do and doing what we say in cases.

The below infographic shows our Customer Commitments quarterly report for Q1 (July to September).

Find our Customer Commitments quarterly report for Q1 (April to June) 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

Posted in Featured News and tagged customer commitments, performance