Putting customers at the heart of everything we do | Tpas Involvement Week
As we mark Tpas Involvement Week, I want to thank every customer who has given their time, energy, and insight to help us improve our services. I appreciate that we don’t get everything right every time, and this can lead to frustrations for you all.
Whether you’ve joined a customer group, shared feedback, raised a compliment or complaint, or simply had a conversation with one of our colleagues – your voice matters, and it’s helping us shape a better future.
Since joining Stonewater, I’ve been clear that we can’t deliver great services without involving our customers every step of the way. That’s not just a nice idea – it’s crucial. And I’m proud to say we’re already putting it into action.
"I've been clear that we can't deliver great services without involving our customers every step of the way."
Our customer engagement groups have played a vital role in shaping our new Customer Strategy, ensuring it reflects what really matters to you. We’ve reached new audiences through our Facebook live events and we’re now thinking about how to reach even more of you.
We’ve also welcomed our former Scrutiny Panel Chair, Gareth, onto our Customer Experience Challenge and Assurance Panel, bringing valuable experience and challenge to the heart of our decision-making.
Over the past few months, I’ve been out and about visiting homes and customers, attending community days, and joining inspections. I’ve had the privilege of meeting many of you face-to-face, hearing your stories, and learning from your experiences. These conversations have been honest, insightful, and sometimes tough – but always helpful. They’ve shown me where we’re getting it right, and where we need to do better.
We're listening to you
We’re also listening closely to every piece of feedback whether positive or negative. These aren’t just numbers or statistics – they’re real lived experiences, and they’re helping us learn and improve. Our Customer Complaints Learning Panel continues to play a key role in making sure we act on what we hear.
Tpas Involvement Week is a celebration of all this work – and a reminder that your voice is key. I want every customer to feel they can get involved, have their say, and help shape the services they receive. Whether it’s through formal panels, online events, or everyday conversations, your voice is essential.
Thank you again to everyone who’s already involved. And if you’re not yet – I’d love for you to join us. Check out the opportunities to get involved on our website.
Let’s continue to build homes and communities we can all be proud of – together.
David Ripley
Chief Operations Officer, Stonewater