Learning from complaints – January to March 2026
We take every complaint seriously and use what we learn to improve our services.
Between January and March 2026, you told us we need to do better in areas including repairs, estate services, complaint handling and support for anti-social behaviour (ASB). We use all customer feedback, including complaints, to understand what’s not working and make the changes we need.
We’re continuing to improve our services by keeping in touch with you more clearly and regularly, keeping better records so we can track issues and make sure they’re followed through, helping colleagues provide a more consistent service and taking action sooner when concerns are raised.
We’ve also introduced a new Customer Strategy to help us improve how we respond to concerns and learn from complaints.
Through our new locality way of working, we’re bringing our services closer to you with dedicated neighbourhood Housing Officers who understand your local area, stronger relationships and teams working more closely together to resolve issues faster.
This will help us spot and deal with problems earlier, communicate more effectively and provide a more joined-up and consistent service. We’ll continue to use complaints, feedback and customer insight to shape improvements, so we can get more things right the first time and deliver better outcomes for you.
Between January and March:
Damp and mould
We’ve continued to strengthen our dedicated Damp and Mould team, working hard to keep you updated and make sure you know who is responsible for managing your case.
Repairs
We improved how we managed repairs by working closely with our contractors, checking quality and making sure jobs were completed as expected. We responded faster and kept you better informed, with dedicated contacts providing clear updates. We also used customer feedback to shape our service and better support those who needed extra help.
Estates
Continued to work with our estate services contractors to improve the quality of services in your neighbourhoods. This includes carrying out more checks of their work, setting clearer expectations and addressing problems quickly when standards aren’t met.
Anti-social behaviour (ASB)
Supported customers experiencing ASB by getting involved earlier, explaining what you can expect and keeping you better informed throughout. Extra training for colleagues and regular checks are helping us make sure cases are handled fairly and consistently.
Complaint response times
We know some customers have experienced longer wait times for a response to their complaint, and we’re sorry for any frustration this may have caused.
Please be assured that your complaint has not been missed. We’re working through all cases, and we will contact you as soon as we can. We appreciate your patience and understanding, and we remain committed to listening, learning and putting things right.
How to make a complaint
We always aim to provide you with great service, but we know we don't always get it right. When you feel like complaining, there are several ways you can let us know.
You can:
- Talk to a member of our team
- Visit our website and complete a form
- Call us on 01202 319 119
- Email customerfeedback@stonewater.org
- Send us a direct message on Facebook
- Or write to us at: Stonewater Suite C, Lancaster House Grange Business Park Enderby Road Whetstone Leicester LE8 6EP