The Being Seen Blueprint, what it is and why it matters

As part of our 2026-2030 Customer Strategy, we asked you what matters most in your communities. 

We’ve explored what “being seen” means to customers, what our teams should focus on during the first six months and how Stonewater should measure the new approach to make sure it’s making a difference. 

Your message was clear, being seen is about more than just being present. You want to know who’s there to help, who the right person to get in touch with is, when issues will be addressed and how your feedback makes a difference. 

From the consultation and your feedback, we have identified five key priorities for the first six months of the Being Seen Blueprint; 

• Build a visible community presence 

• Improve neighbourhood standards 

• Support stronger communities 

• Improve communication and accessibility 

• Strengthen accountability and follow through 

Customers have been clear that being seen is not about how many visits Stonewater completes. It is about knowing who represents Stonewater locally, feeling listened to, seeing action taken and understanding the difference those actions have made 

Over the first six months, we are committed to making the following changes our priority: 

• Improve communication and accountability 

• Resolve local issues more effectively 

• Establish recognisable local contacts 

A big thank you to everyone who took part in the consultation.  

Want to find out more? You can read the full consultation here: Bringing our services closer to you - Here to Help | Autumn newsletter 2026