Customer Engagement Round-up: January 2026
Welcome to the Scrutiny Panel special edition
January's customer engagement round-up includes:
- Opportunities to get involved
- Updates from our Scrutiny Panel
- Training, employment, and support
- Coming soon
If there’s anything you’d like to see, or you have any questions, please email customer.engagement@stonewater.org
Consultation on how you access information (STAIRS)
The Social Tenant Access to Information Requirements (STAIRs) is a new policy introduced by the government to make sure that, as tenants of a housing association like Stonewater, you have access to information about how we manage your home. The Housing Ombudsman would like your views on how it handles complaints related to this policy.
Making sure you know about our mental health support
Our Scrutiny Panel is a group of customer volunteers that review Stonewater services and make recommendations for improvement. Recently, they reviewed our approach to mental health support to make sure our customers know how to get access to support when they need it.
Accessing mental health support
Stonewater customers may be able to get support with mental wellbeing through our Longleigh Circles of Support partner, Kaleidoscope Plus Group.
Let’s talk about inclusion
Our Scrutiny Panel Chair, Trevor, joined forces with our Customer Inclusion Group for the Panel’s review of scheme-based engagement at retirement living schemes.
The customers made great suggestions for building more inclusive activities that everyone can join, improving the way Stonewater colleagues communicate what’s going on, and developing a greater sense of community amongst neighbours.
Clear information for everyone
We’re committed to making sure that all of the documents we provide to our customers are easy to read and have the right level of information to help you. This includes providing accessible formats, such as easy read, audio and large print, as well as translations into different languages.
As a result of the Scrutiny Panel’s review of Customer Engagement, they helped us make our engaged customer Code of Conduct much simpler, friendlier and easier to understand. We’ll be reviewing all of our engagement documents to make sure they meet the same standard.
Would you like to help us review our customer engagement documents? Visit our get involved pages and fill in our form to join Friends of Scrutiny.
Making it easy to have your say
We’ve worked with our Scrutiny Panel and Customer Inclusion Group to improve the surveys you receive after a service, such as a repair, and make it easier for you to share your experiences of our services. Our updated surveys will be going live in April.
Clearer communications for rent reviews
Every year, customers review our rent and service charge review letters to make sure they’re clear and easy for everyone to understand. This year, our Scrutiny Panel focused on making sure the letters were accessible and clearly signposted customers to support with finances and mental health.
All rent and service charge review letters will be posted out no later than 26 February. If you'd like more information, please read our guide to rent and service charge review.
Getting involved in Race Equality Week
Funlola and Satish, members of our Scrutiny Panel, joined Stonewater colleagues for Race Equality Week to share their culture, heritage, and history with our colleagues. It was a fantastic opportunity to learn about race equality through the lens of the customer. Colleagues said, ‘I learned so much about Funlola and Satish!’, and Funlola commented:
“Each of us brings something different to the table - our identities, our backgrounds, our cultures, and our lived experiences. That diversity enriches us."
Training, employment, and support
Looking to learn new skills?
There are loads of ways we can help. From CV writing, interview skills and preparation, and free courses and qualifications. Click below and fill in the form at the bottom of the page to get started!
Jobs at Stonewater
Check out our latest vacancies including some flexible, part-time, and home-based roles.
Coming soon
A sneak preview of what we’re working on and things to look out for:
- Scrutiny Panel review on engagement at retirement living schemes
- Scrutiny Panel are meeting to see what impact their grounds maintenance review has had
- Updating the Get involved pages of our website so you can see how getting involved helps to improve our services and communities