Stonewater Avis 

Feedback for this company in general. It’s all very last minute with information regarding payments etc I contact you all the time and get the same response with you’ll be in contact in the next couple of days and then I hear nothing.

As a housing society, the residents who either own/ rent the spaces are relying on you to help them out when needed, especially in high priority circumstances. We all pay towards these services, and if I could get a full refund I would!

I’m tempted to sell and move on, based on that I have to get things sorted through your company and nothing is resolved in a timely manner, it’s all very last minute

The company are awful, no one understands who they are talking to, and never update the system to match your details

It took them over a year, for them to even realise I owned my property and then I eventually got a profile, which also doesn’t update at all, then I’m hit with this huge bill to pay for service charge. I don’t agree with it at all. I’ll pay for service I’m generally happy with. This company absolutely not

NOT GOOD!!

UPDATE: after speaking to the company about a sewage pipe bursting, they told me it would be fixed today.. NOT HAPPENED AT ALL! I’ve been out of a toilet now for 3 days, the replies are we have sorted it.. well it’s still on going and not one person has been in contact to say there would be a delay

UPDATE: thecresponse to call them below! What do they think I've been doing for all this time......instead of trying to make it look like you care on Trustpilot, maybe put as much effort into dealing with residents and allocate/hire more staff to do the job rather than respond to all trust pilot reviews! Just a thought!

Trying to get a response from them ia a joke. You have to continually chase for one only to get robbed off with the standard.'we are sorry for the delay. Someone will be in touch 2-5working days' But they dont so the 2-5 working days becomes more like 3 weeks+.
I contacted them 26th May and am still waiting for action. This company is not fit for purpose. Cannot belive Mountgreen merged with them. (And they weren't much better!)
A TOTAL DISREGARD FOR THEIR RESIDENTS.

Had a problem getting someone to repair a hole in the drive after a neighbour had a water leak. Rob Pusey from Stonewater provided exemplary service when trying to establish who would be responsible for the repair and had the issue dealt with in a timely manner after it had been just left for some time by those who had initially dug up the hole. Rob’s customer service was excellent from start to finish and he always got back to me promptly. Thank you Rob.

After more than 30 years as a tenant, I never expected to have to leave a review like this.

What should have been a straightforward bathroom replacement turned into an eight-day project. During the works, the bath waste pipe was left disconnected, allowing foul wastewater to leak into my living room. The emergency engineer confirmed the leak was entering the property from the disconnected waste pipe, and Stonewater have since acknowledged that the leak was caused by poor workmanship and was avoidable.

The disruption was considerable. I lost eight days of annual leave, was unable to use the bath for four days instead of the two originally advised, and the bathroom door would not close properly, affecting my privacy. I also had to deal with the consequences of foul wastewater leaking into my home.

Although Stonewater have acknowledged some failings and offered compensation, I remain extremely disappointed by the way my complaint has been handled. My complaint began in March, yet months later I am still waiting for a final Stage 2 response. Parts of the complaint response also appear to understate the extent of the damage and the overall impact this had on me.

I understand that mistakes can happen. What matters is how an organisation responds afterwards. Unfortunately, the quality of the work, the prolonged complaint handling, and the repeated delays have left me with very little confidence in Stonewater.

UPDATE
Now 14th July and still waiting, but then thats no surprise.

UPDATE X 2
Now 20 August. i was told my stage 2 complaint would be dealt with by 9th August, heard nothing. 2 days later i had a message to say they needed to extend it by another month. they should have informed me before the 9th and told me why but obviously they didn't because well why would they do what there own guide lines state. its a straight forward issue with evidence from the emergency callout chap who came round and saw with his own eyes the negligence.

The worst housing association to exist, no communications, disrepair case for over 2 years which has still not been sorted. No one calls back, complaints get ignored and just a general cowboy company. Contractors with a slap dash attitude, no real interest or concern regarding house condition due to lack of repairs. GDPR breeches as standard practise. Ignorance to the disability act and equality act. AVOID at all costs for your own mental health!!!!

Very helpful and also was very patient and helped me with my enquiry and sort it everything out that I needed highly recommended Zahid Hafajee

Purchased a home in 2023. They throw the houses up with issues, especially shared ownership, and then do not help with issues. Had issues from the minute I moved in, they then caused further things like damp, slipped roof tiles causing hundreds of pounds worth of damage. Guttering not extended correctly causing damp where the water is running onto my property, which caused mould in my neighbours house too. Someone came out and said the insulation was not put in correctly in the loft causing the roof tiles to slip. Still not sorted to this day and being ignored for months with a baby in the house. Now looking to sell and never buy with Tilia again as originally planned but stuck here because they won’t fix the issues and no one will buy this house. - this review written on Tilia but Stonewater do not assist at all and happy to keep putting rent up

Would never again choose stonewater for a shared ownership option. They increase fees dramatically each year and when you come to selling they are unbearable. I have been asked to supply bank details for quite a small reimbursement (despite having these for my payments each month), it has been nearly two months and I have not heard from them. I have raised a complaint and a month later still heard nothing so off to housing ombudsman I go.... Ridiculous customer service, no care at all and just out right ignorant.

EDIT: In response to your reply, I have not been sent a request for more information, please send this and I will respond.

If ever there was a cover up ! Ive made several complaints against a higher up in stonewater , a strategic partnership manager about bullying, intimidation, lies and actively trying to make life hell...why ? Because id disagreed and made a complaint against his lies ! I tried to contact The ceo mr layzell and surprise surprise he was not interested in evidence and proof....stonewater wont even acknowledge the complaint, completely blanking it. Also wont give me a legal reason as to why they refuse to acknowledge! Stonewater dont reply with a generic message ....stop actively trying to cover up my complaints....acknowledge my complaint about mr murdoch or give me a valid reason as to why you wont ! Abide by the laws stonewater

REPLY TO YOUR REPLY ....you said this nearly 3 months ago (look at previous review) ...nobody is looking at this particular complaint...why? Because you are corrupt to the core, because he is a higher up, because you know its serious allegations I am making. Multiple times ive made the same complaint, you acknowledged another one but this particular one you are avoiding and proved no legal reason as to why. .... that is called corruption and a cover up!

Never and I repeat NEVER buy a Shared Ownership property in conjunction with this housing association. Shared Ownership is supposed to be classed as more affordable living but this is far from the case with Stonewater. They constantly hike the service charge and rent prices up yearly, I had Fire Maintenance go from £7 a month to £106, which is around a 1000% increase. They have now put me in arrears of £837 when I wasn't in arrears at all, to pay towards roof repairs done at a completely separate block of shared ownership flats. I do not even live in the block of flats that had roof repairs done to it, why am I being made to pay for damage to a property I don't even live at? Absolutely disgusting company and appalling Customer Service, which is basically non-existent!

On Friday our block of 25 flats were informed both cold/hot water would be disconnected for up to 8 hrs. Fortunately it was just hot water disconnected .
This morning BSW arrive and disconnected both hot/cold water with no notice given .
Attempted to speak to BSW employee who is totally ignoring us . Tried contacting scheme manager who is only here weds & Fri 9.30 - 4.30 . Manager not contactable. Emails and messages have been sent . I am currently on the phone to them but god knows for how long?
Surely they knew on Friday they would have to come back today . Literally no communication at all yet again .
Email complaint sent but will get the bog standard Thankyou we will be in touch in 5-10 working days .
Very very unhappy .

I have purchased a shared ownership property with Stonewater and the customer service is atrocious and there's are already two broken windows and we're scared to use the back door incase that breaks. When we first enquired we were told all the properties had gone but left our details incase more came up. Then I got a call out of the blue and was told I just had to pick a number and the plot was mine. I wasn't allowed to look at the site plan it was just picked a number on the list quickly and they f I didn't pick one there and then I wouldn't get one and she'd move on to the next person. We then had to pass all the financial checks. The company they out scored this too TMP mortgages was just as bad and made us rush. There was all this pressures to complete the paperwork and get the mortgage in principle and we didn't even know what we were buying. I felt like I was being scammed at one point. We completely all the paper work only to wait over a year for the house to be completed. Thern things got really bad. Every time we tried to raise an issue or complaint we would just get Melissa saying if you don't like it there's plenty of other people who will move in. There was a problem with the land registry which they made us feel like it was our fault even though I requested all the emails from both solicitors and it was both of them being rubbish. They threatened to re-market the property and keep saying it is what it is and there's nothing that can be done. The sale finally went through and we completely only to be greeted by an estate agent who clearly just wanted to go home and put the TV on. She had zero interest in showing us around or doing the snagging. She hadn't even brought the paperwork. We just had to sign a scrap of paper to say she shad given us the keys. There were lots of issues we noticed and she said just email Stonewater. So we email Lorna who we were dealing with after complaining about Melissa and she just didn't respond. She didn't even reply to say this is who you should be contacting. We have now moved in and two windows and the back door are broken. The house it's self is lovely but the customer service to get here has been appalling.

I'm a long leaseholder who looks after his tenants very well - below market rent and well maintained flat; Stonewater doesn't look after the building. A catalogue of woes: repairs not done, or done very badly: no external or internal painting to common areas for at least 11 years; dangerous porch roof removed after over four weeks and Council intervention, leaving large holes in walls; rotting soffits; broken gutters; poor or no grounds maintenance; no information on service charges; told needed a new fire door but no information about how that is supposed to happen; signed-for letters disregarded totally (but Stonewater did cash the cheque for ground rent).
I find it hard to believe the five-star reviews although perhaps those reviewers got lucky and met a good Stonewater employee (I have come across a couple of them). However, from my experience, I would say Stonewater is systemically interested in profit over property.
Update 18 August 2026: have been in email contact with Stonewater (don't bother with phone, when it's answered I never get to speak with anyone helpful and the call-back doesn't happen) who asked me for more information about the maintenance problems! Having sent a long letter with photos I told them to go look themselves.
No other action from Stonewater.
19 August 2026: Dear Jade: "no, I will not supply further information'; Stonewater has had my summary of complaints since February 2026 when they were received at Stonewater and signed for. I have since re-sent them by email. "
Off we go to the First Tier Land Tribunal or the County Court if that doesn't work.
Update October 2026: Housing Ombudsman finally got moving six months after my complaint to it; that seems to have got Stonewater moving but they have done no new maintenance at all and haven't sorted out my service charges. And if you haven't received a service charge notice for ages be aware that Stonewater has only 18 months to invoice you for costs after it's paid them - Section 20B of the Landlord and Tenant Act 1985 applies.

Not getting anywhere with a sewer problem, as apparently Stonewater has changed the way you can report repairs. I have made a complaint but it can take up to 5 days to respond!!
Really not good enough when your 9 yr old son is showering in waste water. Not good enough sorry.

The person i recieved help from was helpful he gave clear instructions made sure it all was succesful and i was able to resolve the issue myself.

Still no reply by letter from head office regarding the £150 door lock l put ony flat opend 3 times by staff fortem took the lock told stonewater put the money in my account anything regarding money they ignore because l exposed the gas scam and l won ,,£708 compensation because l was right to contest the maintenance scam MY REPLY TO MATT TODAY NOT WATING FOR A REPLY FROM THE TEAM NO REPLY FROM VICTORIA END IF TENANCY MANAGER LETTER SENT 3 WEEKS AGO

I’m a tenant of stone water and live next door to the neighbour from hell she’s been placed on orders by yourself and police plenty of evidence sent in and it’s just brushed under the carpet numerous other tenants in the same block have complained and placed reports. Nothing seems to get done or fobbed off. Paul in service by Stonewater and I wish now I never done the mutual exchange.

Beware new build shared ownership. The solicitors Stonewater use clearly don’t know about shared ownership and can’t answer simple questions honestly. 2 months late moving in. Now I have been here a year and am out of my “defect period” absolutely everything is now at my expense. They don’t respond to complaints in the 5 working day period they claim to get back to you in. You are left in a queue on the phone for ages then no one ever gets back to you. I clearly have an issue with sewage drainage in the house but it’s all my fault. I get rude text messages telling me not to flush baby wipes! We don’t use wipes of any description.
I’m unsure as to whether or not my solar panels are actually generating power to the house and have no way of knowing as they conveniently put the inverter in the loft and didn’t install a battery.
Basically you are on your own, paying rent that keeps going up for no service or management.
EDIT.. I didn’t respond quickly enough to a request for more information before the link was disabled. No other attempts to contact me.

These guys have been absolutely brilliant with dealing with my queries well done up in the office your all doing a good job many thanks.