Community Guidelines

Be Kind and Respectful 

In order for our hubb community to thrive, it’s really important that we all treat each other with kindness and respect. That even includes the way we speak about people who aren’t on the hubb.

We will never prevent you from expressing dissatisfaction about a service you’ve received, it’s really important that we receive that feedback, however, personal insults and swearing are not allowed. 

Stay on Topic 

Home and community is a massive area, and there are loads of things you might want to talk about repairs, grounds maintenance, DIY, kids clubs, gardening, community days, cooking, even the weather! However, if we get a post which isn’t relevant, might be spam, or contains advice that might put customers at risk, we will review it and it may be deleted. 

We want everyone to have space to talk on the hubb, so we ask that if someone has posted a topic, that you keep your replies to that topic.  

If you have an issue or need support, you can contact us on our customer service channels. 

Spread positivity 

Feel free to share things that will bring joy to others. Positive and uplifting content is always welcome. We want all members, old and new to feel comfortable and happy posting and being part of the hubb community. 

Be inclusive

Everyone is welcome on the hubb. We don’t tolerate discrimination of any kind. Any customers discriminating against colleagues or their community will face an instant suspension. 

Be patient

We know when you want to raise an issue, it can be frustrating to wait for a response, however if a hubb member is posting multiple threads a day, or commenting on lots of threads about the same issue, we will respond once, but we may delete some of the additional comments.  

The Stonewater Customer hubb is for Stonewater customers, colleagues and partners. If you move out of your Stonewater home, your account with be removed.

At least one member of our team is always monitoring the hubb between the hours of 9 and 5 every day. If you see something that doesn't follow these guidelines, press the little flag below the post, and a member of our team will review it for you.  

We may delete posts that don’t follow the guidelines but we’ll always let you know if we have to do this. 

To keep the hubb tidy we may archive threads from time to time, and threads will be automatically archived if nobody has responded to them for two years.  

Help us protect your privacy and the privacy of others. Your personal data is private and must be kept secure at all times. Think of the hubb (and the internet in general) as a public place full of strangers. To minimise risk to you, we ask that you do not share any personal data, including your address (even if it’s just the street name), contact details, personal correspondence (such as emails or letters that detail your personal circumstances), details about anti-social behaviour (ASB) cases or crimes.  

The hubb is a closed community and we want everyone to feel comfortable posting. We ask that you do not share other members’ posts and information outside of the hubb.  

We also ask that you don’t post other people’s information or stories even if it’s someone you know well.  

We really recommend that you don’t share your personal details with another hubb member, even if you get on.

You can tell which hubb members work for Stonewater because the word “team” appears in grey beside their name.  

We really want to be able to help you, so if you do need to speak to us about something private, get in touch through our customer service channels.  

If you do post something and we’re worried it puts your data at risk, we may delete or edit it – but we’ll let you know if this is the case.

Customers who don’t follow these guidelines may have their account suspended. Repeat rule-breakers may be banned from the hubb. 

If we have to take this action, we’ll always let you know why it’s happened.  

Thank you for helping us keep this community a positive and safe space.