Stonewater Avaliações 

Spoke to tracy from stone water who explained the process and helped me during a a difficult time i was having

I am just here to express the wonderful helps and supports I have received from Ms Tracey leatherland,starting from February this year when I just moved to one of the properties run by Stonewater,Nevertheless from the time I explained to her my needs she was there back and forth with Emails and phone calls helped me all the way to get my carpets grant sorted,I am so happy with the help and support she provided for me could’ve not done it’s without her,I just want to say thank you so much Ms Tracey and God bless you.

Update — 8 May 2026

Since my original review, tree works were carried out on 24 April 2026. Having documented the tree’s condition before and after from the same vantage point, the difference is negligible. The canopy continues to extend substantially beyond the hedge line and directly over the car parking area. Money was spent on works that have not resolved the problem.

I submitted a formal complaint on 24 April with photographic evidence. Stonewater’s Customer Relations Team responded suggesting it may not be logged as a complaint at all and could be downgraded to a service request — despite this complaint having already completed Stage 1 over a year ago.

I requested written confirmation within 5 working days that this had been logged correctly. Stonewater missed that deadline. They also missed their own stated 5 working day acknowledgement timeframe. Two deadlines. No response.

This is not incompetence by accident. This is a pattern. Over 13 months, a simple and preventable problem has been met with delays, deflection and inadequate action while residents’ vehicles continue to sustain damage daily.

Prospective residents should be aware that when Stonewater fail you — and based on my experience they will — getting resolution is an exercise in frustration that they appear designed to outlast.

Well after 8 years of my Mum residing with Stonewater she has had to give up her tenancy due to the poorly insulated apartment. The heating bills have been to much for her as she is a 79 year old with Raynaud’s disease and to much stressful toing and froing with Stonewater taking no accountability just telling us everything meets building regs. The apartment she was in was only about 20 years old yet to heat it is far more costly than the 1950’s terrace she has now moved into with a private landlord. But all Stonewater respond by doing is nothing!!! The apartment is freezing but you will not admit a problem. Even when someone from Ridge associates called to do a survey they said the EPC would probably be an F but Stonewater will not even show the results of the survey actually saying the don not even know what survey was carried out!!!To anyone choosing to use Stonewater be careful please!!! And to Stonewater, start taking some responsibility. Please don’t do the usual and ask who i am as I’ve already used trust pilot several times. Also this really ids the only way to get a response as phoning and emailing will only drive you insane.

Tracey Leatherland was an absolute amazing women, she helped me so much from the start to end. Nothing was too much of an ask, would definitely recommend her! Friendly, supportive and very helpful!

Excellent communication and regular updates . Always polite and very friendly. Thank you ☺️

A brilliant experience from Tracey Leatherland who assisted me with a Longleigh grant which was successful after a very traumatic experience.Her professional approach & empathy was outstanding & I am truly grateful for her support in this very challenging time.

Sam was beyond incredible. She was empathetic, kind, helpful and immediate with her responses. Nothing was too much trouble and I was treated with so much respect. This is what personal service is, clear, considerate and very professional. I am eternally grateful to Sam for her assistance. We are now in our home and look forward to making it ours. Thank you 🥰💞💖

Emma Swift was great she listened and got my problem sorted out on my behalf and worked tirelessly. She is a great asset to stonewater and very nice and understanding and approachable. I'm very happy. Anita the lodge Clapham.

I'm 8 months pregnant my toilet has been blocked since Saturday at 1pm I called and they said someone would be out in 24h. No one has came I suffer with morning sickness and havent been able to poo/wee in my loo since Saturday.

I haven't pood since Friday my loo was working fine in the morning on Saturday so I'm assuming it's blocked with someone's else poo and god knows what else.

I'm not getting physically poorly due to this.
I've had to be sick and pee in a bucket

Thank you to Tracey Leatherland, for making me feel at ease and helping me get a grant. I cannot thank you enough! Xx

I was extremely unhappy with the process off which I exprienced, I was to go to the property collect a key from a keysafe look around by myself report back any issues, then agree to tenancy and move in straight away ?
I was left with no instructions on anything, this is an all electric flat, no radiators or boiler to heat up the water, no but a water tank which took hours to heat, and electric heaters which have day and night switches and no idea of how they work and had zero help with trying to operate them ? Just a manual left on the side ?? I have never lived like this in all my days. And never even with the council been left to sign up on line and nobody pressent. Terrible signing up exprience would not recommend.

Very poor communication and customer service.

I raised a formal complaint and was given a deadline for a Stage 1 response. That deadline passed two days ago and I have still not received any update.

Being completely ignored after a formal complaint is unacceptable. At the very least, I would expect clear communication and updates, even if there are delays (8 months for one repair!)

This experience has been extremely frustrating and disappointing. I would not recommend based on the lack of accountability and communication.

I saw the house we purchased through the estate agents on rightmove who handled our initial enquiry. It was then passed onto stonewater, as soon as everything was accepted, Lisa gave me a call to explain everything. From that moment, Lisa was professional, assertive and approachable. Even though she was dealing with 90 houses, no question was to much trouble and would always come back to me as soon as she could, (even though she had probably answered the same question over again!) Lisa was extremely professional, and at all times kept us updated with the house. During our hand over, it was lovely to meet Lisa, she gave us a run down of everything, went through the house with us, and explained a few things that we were unsure of. Lisa is a great asset to the new homes team, and she is very very amazing at her job. If it wasn't for Lisa and her reassurance with questions, it would have been a different experience. Thank you so much Lisa.

I would like to express my sincere gratitude to Caroline and Lisa West from Stonewater. They were both incredibly helpful, professional, and kind throughout the whole process.

They explained everything very clearly, answered all my questions, and made sure I felt comfortable and confident. They took the time to show and guide me through everything, which I truly appreciate.

It was a pleasure dealing with them — they are a real credit to Stonewater. Thank you so much for your support and excellent service!

Fast response and friendly

Since I've been a tenant it's been a battle to get things repaired and they do absolutely nothing about anti social behaviour and the amount of fly tipping the other tenants do it's always like a rubbish dump pile and the fact we pay for communal cleaning weekly and nothing gets done for weeks as the contractors are useless they all like a modern day robbers take the money and run we use to have weekly estate visits know they only come when the local MP wants to a photo op rents going up and service charges up for what for staff to stay in there homes and the fat cats to have it easy they really want to come on the estate and have a meeting as they wouldn't like the answers people give them same when they put new tenants in they need to vet them properly instead of putting people in who are just dirty and have no respect for the people or area who are around them

tracey leatherland has been amazing through my years with stonewater & got me help with grants a few times to help me in times of struggling ! wouldn’t of done it without her & she’s always been amazing & friendly ! thank you 🙏

I’m 79 and live in Poole, Dorset. I want to thank Liz Clarkson, in the Income Sustainment Team for all the help she’s given me this past year. When my housing benefit was wrongly stopped after my long-term partner Sheila died, Liz was the only one who truly stood by me. She was kind, patient, and quick to act – even helping to sort out a garage problem when no one else did. Liz has been a lifeline, and I’m very grateful for everything she’s done.I couldn’t have managed without Liz’s support.

Worst business ive ever come across.Only interested in getting rent.complete rip off on service charges.nobody ever visits site to discuss problems.lucky if you get reply to phone calls within an hour or at all.so disinterested in contracts that they dont realise they are being ripped off as are we.