Stonewater Avis 

I am getting emails telling me Im in breach of my contract. Because my mother who is 94 and coming to end of life they told be that a gas inspection was on a date a week before it was due I didn’t call them because it’s impossible to get through on a phone call. Then I get a email telling me Im in breach of my contract. So I email them to say my situation and that I leave my house no later that 12.30pm to go to my mothers so they give me an appointment am. No one turns up then I complain so they make me another am appointment am. And again no one turns up. I guess back to solicitors to sort out

Recently received the keys to my flat, Tracey has been lovely , she’s kept me informed throughout and explained all processes throughly, a credit to the company!

Discussing how you guys make your money expect people to pay 250 a week as soon as they get a job honestly don’t join here they set people up for failure in life can’t have a double bed people make it a shit hole and I can see why no one’s got a job there causes that’s what the management want from you so they make money which is honestly sad pray on people in vulnerable housing situations

Well it’s been over 2wks since I completed the further details request from my previous review I left about service charges. I can’t quite understand, as I get no correspondence why it’s suddenly after many years got into such a mess. I had another section 20B arrive on the 24th Sept saying this years charges are also delayed. I’d like someone to explain to me why I’ve still not had the charges for last year let alone this year. You’ve added extra services in which is going to increase my yearly bill as well. We are in a cost of living crisis and delaying bills for over a year just isn’t on, this is how people get into debt and struggle to get out of it. Just because we own our homes doesn’t mean we don’t need to budget and keep on top of paying things.

Been left with un resolved repairs for months including mold water leaks and dodgy air source heater they keep sending the same people out that attend and say we need to get parts we will contact u and never do absolutely the worst and Stonewater just don’t care once point I’ve had to contact citizens advice and my next step is environmental health honestly avoid Stonewater they don’t care about anyone in there properties !

Never respond to reports of issues like repairs, no matter how many times they are reported. Wont deal with wasp nests even though they wrote to us to tell us to report them, we have to sort it ourselves. Not sure why we bother paying rent, I'm sure they would be in touch quickly if I stopped!

We have lived in a Stonewater property for 3 years, we love our home and area but service is a disgrace. We were told in a meeting with others that we would be getting new heating, as we have old style night storage heaters that go cold by 6pm. They are so expensive to run we cannot afford to put them on, plus they are rusty, boiling during the day, both myself and granddaughter have burnt ourselves on them. And when you need warmth at night the place is freezing. We are now being told we are not on the list and no new heating!!!! We have also had no hot water since we have lived here, and have to boil kettles to wash up, clean and do any other chores that need hot water. We have been told there is no more they can do about it. A disgrace this day and age. I am disabled and quite poorly, my husband is my carer and we feel quite helpless to be honest. They never answer the phone, in the end we have to go through our site manager. Stonewater what are you going to do about it ? Just because we live Rural doesn’t mean we don’t matter. We still pay our rent !

Metal framed windows over 32 years old my mum was told last year they would be replaced Feb 26 its be put off no date given. Entry system hasn't worked for 2+years i given up reporting it
Internet signal is pitiful i tried setting up 3 different spy cameras to keep an eye on my mum who's 103 with Dementia but they wouldn't connect a lock charge took 3+ months SHOCKING

They don’t allow minus scores. ! Bodge complains! Staff that fake wanting to help customer service teams that don’t know their own rules or the law..Could they possible be getting worse.

Absolutely lovely to deal with. I dealt with Tracy, who was fantastic and went the extra mile in regards to helping me get a place. Friendliness is all that's needed and people respond. Full credit to stone water, I can begin a new phase in my life now. Wonderful people.

Yesterday my mother had a viewing for a property with Tracey and she honestly made the process smooth!! She was very considerate and swift with response as my mother has had a difficult time with her health and in getting the assistance in finding the right property. Tracey was mindful of this right from the beginning and treated her case/ personal circumstances with care. My mother looks forward to finally starting her recovery in her own space and has confidence in having Tracey as a housing officer.

please could someone tell me who my housing officer is here in eastbourne east sussex

This five star review is for Melanie Tim’in thanks for

Absolutely atrocious company! Been a tenant for nearly six years now. Fail to follow up repairs, fail to follow up ASB complaints, say you will be contacted by a certain day and never do. The building itself fails on so many levels from sound proofing to the construction of the building itself. Had a surveyor look around my flat, he wasn't impressed with the building either! Stonewater are on a par with Clarion, avoid this housing association to prevent disappointment.

Following my previous 1 star review 5 days ago, here I am again!

Hi Matt,
Thank you for your response five days ago and for confirming that you had contacted the team asking them to get in touch with me.
Unfortunately, I am still waiting and have heard nothing from Customer Relations.
I have now formally contacted Stonewater again and requested that my existing EV charger complaint is formally logged and progressed as a Stage 1 complaint. I have requested confirmation of the complaint reference number, who is responsible for investigating it and the timescale for the Stage 1 response.
I also have a separate outstanding complaint regarding the “no ball games” letter issued by the managing agents, which Stonewater has still not formally acknowledged or provided me with a complaint reference number for.
The managing agents have now contacted me directly with a proposed resolution to the underlying issue, but neither Stonewater Customer Relations nor the housing officer has contacted me regarding my complaint or provided any response to the concerns I raised. The fact that the managing agents have now responded does not resolve the outstanding complaint I made to Stonewater.
So I now have two complaints where I have repeatedly had to chase simply to get basic acknowledgement and communication.
I have given Stonewater the opportunity to resolve these matters directly. If I do not receive the required formal acknowledgement and confirmation that my EV complaint has been logged as Stage 1 within the applicable 5 working day timescale, and a proper acknowledgement/progress update on my outstanding no-ball-games complaint, I will be taking Stonewater's complaint-handling failures to the Housing Ombudsman.
I would much rather resolve these matters directly with Stonewater, but I cannot continue indefinitely chasing for someone to simply acknowledge and progress formal complaints.
I won't be giving up, and I now expect Stonewater to deal with both matters properly and without further unnecessary delay.

Having had some ASB problems with a neighbour, the ASB team appointed Helen Palmer to lead my case.

I have to say from the start to end. This lady’s dedication, determination, communication and compassion dealing with this matter has been very professional.

The amount of hard work put in by Helen has been outstanding with excellent results.

I would like to say a huge thank you to Helen!

Failed electrical safety inspection led to false accusations from stonewater, no repairs for well over a year.. and still counting, dangerous property, threats for rent, disgraceful complaints management. Reported to police for extortion.

Got help from a man called zahid, was super kind and patient on the phone. Helped me with the issue I was having and when that took time went above and beyond to help again when he didn’t need to. Super quick to update me on things and explained things very well for me to understand

Constant ongoing issues with response times and communication. Our shared building experienced a break in over bank holiday weekend and we are a week past the date with two unsecured access doors still and not a single communication from Stonewater on the remaining thousands of pounds of damage to be repaired.

Contact center tend to be incompetent and in my most recent call extremely rude and unhelpful. No consideration or empathy for vulnerable customers. Long calls with no resolution just being told it will be looked into with no outcome.