Stonewater Avaliações 

I recently moved into my new apartment at The Lodge in Clapham, and I wanted to express my sincere gratitude to Louise Constable, Lettings Officer, and Debbie Riley, Manager, for the exceptional support they have given me.

From the very beginning of the application process through to signing my tenancy agreement, Louise was incredibly helpful, patient, and professional. She took the time to explain everything clearly, answered all of my questions, and made what could have been a stressful experience feel straightforward and reassuring.

Debbie also went above and beyond, not only during the moving process but even after I had settled into my new home. Her ongoing support, kindness, and willingness to help have made a real difference and has made me feel genuinely welcomed at The Lodge.

Both Louise and Debbie have shown outstanding customer service throughout. They have treated me with kindness, respect, and genuine care every step of the way. They are a real credit to Stonewater, and I feel very fortunate to have had their support during such an important time in my life.

Thank you both for making my move into my new home such a positive and memorable experience.

Regards,
Marva.

terrible company, customer service is appalling. 3 years I've been awaiting for my snags to be sorted since I moved in! and still not done, avoid at all costs!!

Been having problems with Stonewater for a long time now, see previous posts! They have changed the locks again and not given keys. I’ve paid over £200 now getting rid of waste from a man with a van, this is crazy. They havent even offered to pay! I’ve made several complaints and they haven’t even sent a letter acknowledging my complaint. They just gaslight you saying we’re be in touch. Please if someone higher up in the organisation reads these reviews, can you look into your staff, the service being provided is way below standard. Is there anyone that can provide contact details for a senior manager at this company? The staff replying to these issues are not competent enough to deal with the issues we’re reporting to them. We pay a lot of rent to them, we should be able to get a good service. Not providing access to waste removal during a heatwave is appalling and you still charge the full rent whilst failing to provide the service we’re paying for!!!

It a joke they are so wrong as soon as they get money don't care one bit only care no about windows how about finish the flooring it been bare before November no bath panel no pipe cover rip stuff out don't replaced it or do the job for first or no light etc I will not talk about widows other jobs needs to be done some should have been done before I move in so called professional well not and my garden a dumping ground since November they said it will be removed guess what it still there since November lies they telling I can not even go in my garden so much junk it goes to show they don't care one bit full of lies

The gardeners did come out and did a lot of the work, but it hasn’t all been done which we did mention to the gardeners, but they said they had to go to another job, so somebody needs to come out and trim bushes, et cetera

We have a neighbor who reported rats so pest control have left traps.
So we will pay for this in our service charges.
This neighbor has taken to leaving her rubbish by the pavement in the communal area, not the bin sheds, so I’ve reported it.
Why has she left it out when she has got pest control out ? To no answer to this question.
All I’ve been told it’s only dry waste, so won’t attract vermin, I’ve asked does she just have dry waste? No reply
I get told she is disabled and can’t get to the bin shed, so I asked why does her lodger who is not disabled put the rubbish in the bin shed and why does the lodger leave the rubbish out?
No reply
I’ve been told I’m being petty and we are adults, why should I pay for pest control when she leaves the waste out and has a lodger who can pit it in the bin sheds?
Micheal Agada not professional at all came with no contact details that he asked for and I had given him

Micheal has just replied

As I don't live with her I am not in a position to provide an answer as to what the lodger can do or allowed to do...
Very professional that’s all he wrote

discriminating private medication is utterly disgusting & inhumane. im sure you wont struggle responding to this when you realise a complaints already been sent to the director by my legal advocate for medical discrimination, the absolute irony that they copy and paste a "were sorry" to make their trustpilot look better than it is as the feedback speaks for itself from many others. My my negative review gets a response but the housing team to worker has been told weeks ago about an issue with neighbours, to harassment on my medication.. the housing officer Alex (still) hasn't got back to me once, but you can respond on here? but refuse to accept I'm prescribed medical cannabis since 2018 and use vapourisor for my medication in the legally prescribed route.

Medically discriminating, unlawfully making demands and assumptions on my private medication from a professor, not been contacted for weeks upon a urgent call back from my housing officer, but stonewater can cover themselves by trying to make it look like they responded to the complaints that are public rather than on the stonewater system with tenant's.

Secondly, your Housing Officer appears to have issued a blanket instruction regarding the administration of prescribed medication without any apparent consideration of Mr Ager's disability, his medical needs, or Stonewater's duties under the **Equality Act 2010**.

Where a disabled tenant is prescribed medication to manage a serious neurological condition, decisions affecting the administration of that medication must be considered within the framework of the Equality Act 2010, including the duty to make reasonable adjustments and the prohibition on discrimination arising from disability.

Stonewater blocked me from selling my shared ownership home.
Upon buying the home, Stonewater submitted the wrong details for Land Registry, now 2 years on, I've discovered the property is still registered to them, so I have no way of selling it. I've raised this with various senior members within Stonewater, but to date no meaningful action has been taken so I'm locked into paying for a property that isn't registered to me and I cannot sell.

I live in a stonewater property they don't do no communal cleaning or sort out any problems /repairs complaints just get egnored staff abrupt communication bad this is bad behaviour some one or some think should get done about this housing association

Was offered a property and accepted, said was available mid May. We are now approaching the beginning of August and I’ve heard nothing. Chased every week and no calls or emails returned.in emergencey accommodation with 19 other family’s yet they are in no rush to get us moved.

Stonewater have been a god send for me! I cannot thank Tracey Leatherland enough! She has been very helpful, supportive and accommodating every step of the way, from the beginning of my housing application until the very end when I got my keys to my new flat.
She is very prompt with her email responses, every time I have a question or a query.

All the staff I have interacted with at Stonewater have been very helpful and professional including Julija krasenko, Liz Clarkson and Catherine preece.

A big thank you to all the staff at Stonewater.

Tracey has been very friendly and very helpful she guide me through all the procedures

Thank you Tracey once again!

Shumed

My experience with the process on moving was excellent. From going through all paperwork, applying for property, discussing property and actual moving in. I would like to thank Louise Constable for helping me process paperwork in beginning and Alison Bendall for showing firstly the property and then sorting out rest and explaining policies. My studio is a lovely safe place for me.

Have recently applied and was accepted for a lovely flat in what was a seamless and stress free process from beginning to end. From my first applying to the waiting list I was contacted within a matter of days and given a telephone assessment by Lettings Officer Louise Constable. I was then made contact with by Tracey Peddle the on site housing manager who kindly showed me round and did all the paperwork for my application. Both Women were very helpful and professional. Contacted me when they said they would and everything dealt with super efficiently. I was very impressed as how fast everything happened. I have been made welcome and settling into a lovely flat . Thanks Stonewater.

I have had a great experience with Stonewater and their lettings team. From my application to being offered a property did not take very long at all and was contacted and kept informed of proceedings all the way by Louise Constable, the lettings manager. My interview went very smoothly and I found Alison the manager extremely helpful and informative. I am very happy in my new home thank you Stonewater.

Great services provided and really helpful. Communication worked well throughout and colleagues supportive

Zero empathy getting rid of housing officers who care and have empathy... toxic at the top arrogant CEO who came along and got rid of loads of staff...treated appalling...bang on about mental health but gave no regard to staff made redundant...CEO had really arrogant out of office on explaining he was in Florida bragging when staff being made redundant...got rid of competent housing officers...
Place is absolute toxic hell hole

UThey keep changing the fire alarm test date without any notice.
This week it was today so it's not around the same time every week
I was just about to leave my flat when it stopped
This is unacceptable, I'm going to have to get in touch with the fire department again

I've already approached Stonewater they said it's always at the same time so they don't need to inform us but it's not it's any day of the week without any notice

Moving into a new home can be a daunting and anxious experience, but my experience with Stonewater has been excellent from start to finish. I moved in April 2026, and Tracey Hilditch was incredibly supportive throughout the whole process. She took the time to explain everything clearly, answered all of my questions, and provided all the information and reassurance I needed. She was always friendly, professional, and happy to help. Thank you, Tracey, and the Stonewater team, for making my move into my new home such a smooth and positive experience!