Stonewater Avaliações 

From the minute I was offered my property I have been messed around by stonewater. I had to cancel my holiday due to constantly having to put back moving date.

My bathroom is not fit for purpose and I have been constantly told that is just cosmetic. I have not used the bathroom due to worrying about leaks today for the first time I let everyone use bathroom and lo and behold it is leaking. The downstairs toilet doesn’t flush and so we are now left without a toilet. But that’s ok because I can flush it with a bucket of water apparently.

I was waiting 3months to get keys for this property due to all repairs being completed I was told. Yet none of the repairs were done.

I hugely regret taking on this property and going with stonewater. They do not care about their tenants.

Reported my neighbour regarding her attitude behaviour drugs slamming of front door dumping of rubbish on my driveway for sometime now reported trying to force entry on my home aswell trying to grab my daughter from inside my property. ..kept u well informed of this behaviour still ignore me now got ring door bell installed has this was only option left to me dealing with this neighbour for 13 years ** currently blocking my access with bins unknown vehicle's rubbish which I provided evidence for ** currently blocking the pathway with her vehicle which also provided evidence her car is blocking the path bewteen both houses and she thinks she can block pathway and my access aswell ** reported this Tennant more than I can actually remember actually frustrated stressed by u choosing to not deal with ur Tennant ** I am already lIving in stressful environment living in 2 bedroom house when there is 3 people living here I have been sleeping on sofa in the living room for the past 2 years **now dealing with disrespectful Tennant Regards Miss Carmel forsythe sent email email regarding a porch light needs replacing viva customer service team 2 or 3 weeks yet not received any confirmation of replacement bulb needs asap as my ring door bell has strange people attending my front door after midnight looking straight into my ring bell unknown male on a bike please follow this up ***

New tenants are targeted for TrustPilot reviews - still relieved to have keys, they are ushered forward to leave reviews before reality has time to catch up.

Others tenants fresh from a grant decision via Tracey Leatherland (mentioned non stop on here) are asked at the exact moment gratitude is at its peak to leave a TrustPilot review.

Predictably, the reviews shine.

But beyond that carefully staged front:

The same complaints resurface.
The same issues go unresolved.
Accountability remains optional.

What’s presented as “insight” is, in truth, selection.
What’s sold as “engagement” is closer to control.

Behind the curated praise sits a culture that appears far more invested in managing perception than delivering consistent services

It’s not a feedback loop.
It’s a script.

And the longer it runs, the harder it becomes to ignore what’s really happening off-stages.

31 Hercules drive - no hot water for several weeks reported with no water at all in 1 shower. It’s been 2 weeks since they did send someone who didn’t know what to do apologising. Now I have no hot water at all. Absolute disregard to repairs. Heat source pump is useless and more expensive - £260 for 2 people? Garden landscapers ruined the garden: broke the gate latch, left the shed tossed to the side, worn turfing
20.05.2025 - we’ve had calls while at work regarding ceiling and carpet defect repairs. The hot pump requires a fix in the attic(which we’re not allowed in). The garden has been disregarded. So look into this properly or don’t bother.

I cannot thank Melissa Hardy enough for supporting us through the shared ownership process.

She was consistently patient, kind, and reassuring, and always took the time to respond thoughtfully to questions and concerns. Her communication and support made what was an incredibly stressful and anxiety-provoking process feel far more manageable.

Melissa’s compassion and understanding genuinely made a difference, and I am extremely grateful for all of her help and support throughout.

We are overjoyed to now be in our beautiful new home!

wHAT MADE M EXPERIENCE BETTER THAN GREAT WAS THE EFFORT AND EFFICIENCY Put out FOR ME by Ms McGowan, Emily. She was empathetic a great patient listener, congenial and professional who went the extra "light year" to help me resolve my issue.

I would spread her virtues and tell Stonewater that they are lucky to have her on the staff; would seek her help out again, and recommend her any time for future assistance to anyone
sincerely
stephen mellini

My experience with Stonewater’s complaint handling has been far below the level of professionalism I would expect from a national housing provider. After submitting a formal complaint, I have been left waiting since mid April for a Stage 2 acknowledgment, with no clear communication or meaningful updates. Instead, I have received only generic replies that do not address the delay or provide any clarity on next steps.

A well‑managed organisation should have reliable, timely processes for handling complaints, especially when customers escalate concerns. The prolonged lack of acknowledgment and the absence of proactive communication suggest significant weaknesses in how complaints are managed.

Customers should be able to rely on a transparent, efficient, and professional complaints process. Unfortunately, this has not been reflected in my experience with Stonewater.

Update: Stonewater here is claiming that they don't recognise my email despite the fact they are in communication with me for over year. I don't know if it is funny or sad.

I’ve moved into a flat last October as part of the service charge I pay they are meant to clean the communal areas of the building but never have done apparently I’m still trying to get them to do it. They’ve never cleaned and we pay a service charge, it’s really bad. People never respond on our email, also had a few issues recently with a door not working still a month on and they’ve not done anything about it the communication is terrible.

Thanks to an Order put in place by the ombudsman, we finally saw a marked improvement to grounds maintenance services here last year after a five year battle which resulted in refunds and compensation going back to 2019 for every household here. Sadly, with the advent of a new contractor we're back to square one where we're paying service charges and getting nothing in return. As normal, when you contact Stonewater, there's no follow up. Stage One complaints ignored, so it's back to the ombudsman.

Tracey letherland has helped me alotshe has put things in place to help me and made my mental health a little better

Alex was amazing from start to finish.He kept us in the loop all of the time and was very thorough.

Tracey at Stonewater has been helping me with Longleigh Foundation support to furnish my flat after homelessness. Really helpful and kind.

Stonewater. The very worst of housing associations. You’re safer living on the streets. These people are the very worst. Don’t be fouled by any 5 star review you may read here. Applauding company. Best described as fakes ! And be careful they are really good at it. Stay away my only advice !!! Stay away !!

Trustpilot asks “What went wrong?” When it comes to Stonewater it’s difficult to know where to start… Firstly. don’t believe all these new amazing reviews..trust me when I say they’re not an accurate reflection of Stonewater Housing whatsoever.
Within the past year, I’ve raised two repair complaints, one Data Breach complaint, and one ASB complaint.
The repair complaints are resolved, but only after being relentlessly chased up by myself, bypassing SW altogether and speaking to the contractor myself, deadlines repeatedly being missed, and an appalling lack of communication by SW.
As of today, SW is finally investigating a Stage 2 Data breach complaint. They hadn’t even acknowledged it until a full 2 weeks after I’d escalated it from Stage 1, and only after they received a letter from my MP. I won’t hold my breath on receiving a timely response.
I made an ASB report on the 30th March. I received no response whatsoever, and therefore escalated it to a formal stage 1 complaint on the 17th April. I finally had a response on the 27th apologising for the delay, and stating they’ll ask the Tenancy team to ‘chase’…so not an acknowledgment of the complaint at all, just more ‘fobbing off’ and delaying tactics.
On the 10th April, I received an email ref an ongoing ASB case. I was told that my new case worker would contact me in 7 working days. Unsurprisingly, no one contacted me. This is despite SW informing my MP on the 20th April that they would make contact “within a few days”. So they have fobbed him off too.
Additionally, I sent SW an email on the 14th April formally advising them of my disabilities, how they affect me, and the decline in my mental health and anxiety disorder (as a result of their lack of communication, lack of response, lack of taking any action, having to repeatedly’chase’ them, having no single point of contact) etc…and I requested reasonable adjustments under the Equality Act 2010. I listed the adjustments which weren’t unreasonable. I asked for a single point of contact, no ‘holding’ emails, all contact in writing etc. I had a reply on the 16th stating they would get the Tenancy Sustainability team to CALL!! That just about says it all doesn’t it?! On the 20th I emailed and asked to be forwarded a copy in WRITING of all/any reasonable adjustments that had been applied to my tenancy and ASB case. I received a response saying it would be passed to the Tenancy team. I’m guessing that no one has listed any of my reasonable adjustments on my file, because If they had, they certainly haven’t been following it.
I wonder if the ‘Tenancy Sustainability team’ even exist? In a nutshell, if you can avoid this housing association, for the sake of your sanity, please do. I feel like I’m stuck in an episode of Black Mirror where they are putting bets on, to see how fast they can mentally ‘break’ their customers down, whilst they watch from hidden cameras.
Stonewater will ignore your reports.
They will ignore your complaints.
They will say they’ll contact you, but they won’t.
They will lie to you and also your MP.
They will do anything to avoid dealing with issues you’ve raised.
They will not follow their own policies.
They will not act on tenancy breaches unless you don’t pay rent…I guess you’ll soon see the ‘Tenancy team’ if their pockets aren’t being lined.
This company really is absolutely awful. I expect their response to my review highlighting how they have ignored my emails, is going to be a standard response telling me to ‘email’ them. What’s the point in that?! You don’t respond!
I would recommend if you are stuck with SW as your housing association, keep copies of all correspondence, get everything in writing and escalate to the Housing Ombudsman, news outlets etc…they need to be held to account.

Tracey Hilditch was superb when we were applying for a flat. She was courteous, helpful, a real asset to Stonewater.

It's the first time that we are moving in to a new flat and our experience has been good, so far. Simone has been very helpful, polite and she led us through all this process without problems. I know there are mixed comments about Stonewater and their staff, but so far we are happy 😊 and we totally recommend them.
Thank you, Simone for your help. We wish you all the best!

Martin was absolutely fantastic when organising and sorting my new place to live out! Thankyou very much

Recieved some fantastic advice and much needed help from Tracey leatherland. The whole process was easy and relaxed due to the way everything was explained to me

Tracey
Helped me out by explaining everything step by step
Many thanks to Tracey