Customer Commitments: October to December 2025
Between October and December, 84% of customers told us they felt satisfied with our Customer Service Centre
This was above our target of 78%!
We know that long wait times can be frustrating, so we’re working hard to answer your calls and emails more quickly.
Between October and December, the average call wait time was 4.47 minutes.
We also want to make it as easy as possible for you to contact us when you need to. On social media, we’ve been responding to messages within 3.55 hours. Live Chat queries have been answered within 3.33 minutes, on average, and we’re replying to emails quicker – within 1.79 days.
During busy times, we also offer a call-back service instead of you waiting on hold. We aim to give you a call back within two hours. Please keep your phone line free so we can reach you.
71% of customers felt pleased with our repairs service
After every repair or visit, we check in to see how it went. This helps us understand what we’re doing well and where we need to improve.
Our latest results are slightly below our 75% target, so we’re taking steps to do better. We’re now working with a new survey provider and our data team to make sure the feedback we ask for is sent at the right time and is relevant to your experience.
Over the coming months, we’ll also be working closely with our contractors to agree on clear actions to improve satisfaction and how our services are seen. We’ll keep reviewing what you tell us and make ongoing improvements based on your feedback.
15.6% of customers felt satisfied with how we handled their complaints
This is below our usual target; however, it’s not the full story. We’re currently changing how we collect feedback, and due to system issues, we haven’t been able to survey every customer. This means the results are based on a very small number of responses and don’t fully reflect everyone’s experience. We know we still need to do better and are working to improve both how we handle complaints and how we gather feedback.
It’s also worth recognising that complaints are an area where housing providers often see lower satisfaction. Complaints happen when something has gone wrong or a customer is unhappy, so it’s completely understandable that people feel frustrated, upset, or stressed when they get in touch. This means that even when we resolve the issue, customers may not feel fully satisfied because their experience has already been difficult. That’s why we take every complaint seriously and are working hard to improve how we handle them, making sure our customers feel heard and supported.
Your voice matters
We’re working closely with customers to make changes and improve our services. This quarter, 39 Community Champions (customer volunteers across our neighbourhoods) helped us shape changes and improvements!
40% of customers felt satisfied with our anti-social behaviour (ASB) service
This is an improvement compared to July to September, but still below our 60% target.
We’re currently reviewing the way in which we carry out our ASB satisfaction surveys to both improve the number of responses and to gain better information to help us improve our response. This includes moving to a different provider to collect our customer satisfaction information. We'll keep you updated!
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 infographic below shows our Customer Commitments report for this quarter (October to December).
You can also view our previous report for July to September 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