Stonewater Avis 

We are new tenants with Stonewater. Was supposed to sign in January but on the signing day was informed that our flat had flooded. Dawn Parsons was very friendly and polite when showing us around and when signing the tenancy in February. Louise Constable kept us informed regularly whilst the flat was being sorted out. I was very anxious but she kept assuring us that all would be sorted out as soon as possible. We have been happy in our new home and would also like to mention Lisa Clifford as she has just returned to work and has made us feel very welcome and assisted us in a little issue we had whilst she was absent.

Both Theodora and Louise Constable have made me feel very welcome comfortable and safe. They have organised my move to an incredible standard and cannot be more grateful to both them and Stonewater.

A very big thank you to you all from me Howard Tucker and my family.

No cleaner present in the building for months! My ring door camera can prove this. I have been (along with others) hoovering my hallway myself as the smell and build of dirt / debris is absolutely disgusting but, ok with stone water standards.

Vulnerable women in the block and the front door does not close independently. We have had to install our own cameras for our safety as stone water has ignored all requests to sort. Completely out of order. I will be escalating this to the social housing team BCC.

My neighbour knocked on my door, yesterday morning, to ask if I had heard the rats again. This is a lady who was a nurse her entire working life. She is recovering following a stroke and thought, as I did, that moving into a retirement property might make life a bit easier. How wrong we were. Living here, with the rats, has seriously reduced our quality of life. We have never had rats in any other property we've ever lived in which for me has been almost entirely social housing.
Please carry out the above and below ground surveys needed to establish how the rats are getting in. Please get some experienced roofers, not the Trustpilot 2 star reviewed contractors you usually send. Get someone who knows what they're doing not two men a ladder and some chicken wire. One of my neighbours had 5 different contractors sent to fix a door handle! It would have been so much cheaper to just replace it on the first visit.
Please don't reply that you empathise with the stress and disruption this has caused. Unless you have worked and saved for decades. Unless you have bought a leasehold property only to find that despite taking money off you at every opportunity, the freeholder will not comply with the terms of the lease and actually carry out the repairs it's responsible for, then you couldn't possibly understand how I feel.
I feel trapped in a property I don't think I'll ever be able to sell. I feel guilty that I've wasted all my money, on this property, and will have nothing to leave my children. I feel so stupid like I've been scammed out of my life savings and I feel so ashamed that I have rats in my home.
Why have Stonewater hired both PR and public affairs agencies? Why don't they use the money to provide a decent service to their tenants and leaseholders instead of trying to cover up their failures?
I have spent today trying to get Stonewater's pest control contractor to visit our properties. I tried contacting the contractor directly but they need Stonewater to raise an order. I sent two emails to different customer service email addresses. The 1st had no acknowledgement, 2nd had an acknowledgement to contact me in 3 - 5 days (that'll be a first). I tried to contact them in the Stonewater app but no one was available to chat. I messaged them on Facebook and a lady did phone me quite quickly. She passed my request to the area manager and then I heard no more.
My neighbour managed to phone the area manager and was told 'the pest control report says the rats were gone in April'! Could it be that there is more than one family of rats living round here? Potentially, as Stonewater have still not repaired the holes in our homes or checked the drains, could more rats have moved in? I don't know why, after more than two years, this complete lack of common sense surprises me but it still does.
If one pregnant rat got into any one of the loft spaces in our terrace, since the report was submitted, then her babies will be getting ready to have babies themselves. They are partying in my loft and wall cavities all night long. I can hear them scrabbling across the ceiling and down the cavities. They are also up there chewing on anything they can. I'm scared one of them will chew through an electric wire. All three of my neighbours have mobility issues. They couldn't escape quickly if there were a fire.
I have supplied my details. Instead of thanking me for my patience and understanding (which I don't have) can you please contact me so I can give you my Stage 1 complaint reference number. Then you can find out when it will be escalated to Stage 2 which I requested a month ago.

Reported a barking dog due to a new tenant 6 weeks ago, 11 emails and numerous videos, and nothing has changed, another weekend lost, had to get environmental health and the ombudsman involved but shouldn’t have to, no regard for the stress it causes and your unable to use your garden.. steer clear if you have a choice…

Been with stonewater approximate three years often report repairs that i eventually end up doing myself,but this one really is a health hazard. I live in a first floor flat with balcony and my neighbour lives on the ground floor with a garden. Under my balcony and outside my neighbours back door my neighbour puts her household rubbish food waste etc, it has been pulled out by rodents that I often see in her garden and the stench is unbearable so I cant use my balcony. Reported to stonewater four times and was asked to send photos ..in order to get photos I would have to be in her garden to do so,I can smell and see it through my balcony decking but can't get a photo so because of that they closed my complaint so during this hot weather I live among someone else's food waste just like a pig in s**t.

I am a new tenant to Stonewater. Emma from the income team called me just to just check I was happy with everything and was helping me set up my finances each month. She was very polite and professional and just very easy to talk to.

No stars really been here 16 years first few great under another landlord now it's unbearable no services we pay for them still we charged 11 pounds week for fire maintenance all service providers are invisible no cleaning since December still paying we are ripped off for everything

Disgusting housing association. Damp in rooms, but no one has come to investigate? Reported 4 times. Also why does my block smell of cat piss?

I have never known Stonewater to just completely ignore emails. Since the beginning of May I must have sent 3 asking for help. Not one of them has had a reply.
It's rude and extremely frustrating.. some of these have been sent directly to a named contact .Customer 'service' is non existent.

This place is not fit for purpose! It’s just a cash cow for stone water and hasn’t got the staff to run the place properly! Rooms are filthy and bed was broken in room!

Hello. Absolutely great service with getting help with a grant towards cooker and washer with stonewater Tracey Leatherland and Ingrid. Stonewater are helpful with getting things done and grateful for living in safe secure housing association for 17 years now. Thanks again

Stay away from this company you don’t need the stress! We were so excited to find and move into our new home. That was over two years ago and it has turned into a nightmare. Stonewater are the most unprofessional company we have ever had to deal with. They are more like a criminal organisation and we just don’t understand how they can still be trading. They take service charges for grounds maintenance but don’t actually do any of the work - leaving dog poo bins overflowing over the floor and general waste bins for 4 months during the summer - the groundsmen ,when they do bother to turn up, are completely useless and don’t know what they are doing. The whole estate looks a mess and it’s embarrassing when friends and family come to visit.

It took a few of us residents coming together to ask the local council to help in getting Stonewater to do anything. It was a long, slow process and things improved for a few weeks but then it all slacked of again.

Then there is their handling of Anti Social Behaviour which is not only incompetent but also dangerous to the victims. Some staff members have the title of Mental Health First Aiders and yet, these very same staff members cause even further emotional harm by victim shaming, gaslighting and bullying. Stonewater has an complaint system Stage 1 and Stage 2 but after going through the stressful process of Stage 1 and not being satisfied with the finding (the staff member lied and the call had not been recorded) you can ask to go to Stage 2 and here you will be completely ignored and will have no response to your request or any emails.

Your only option is to go to the Housing Services Ombudsmen. Where there is a backlog and you have to keep chasing up.

Stonewater has caused us as a family so much stress and so much wasted energy and time. Their tactic is to grind you down into exhaustion so you will give up.

So ask yourself, do you really need this stress in your life? If we had known two years ago what we would have to deal with we would have never chosen a Stonewater home.

My mum unfortunately passed away and the team at Stonewater and Amber really helped me out with getting things in place so I could take over the tenancy. When I had to make a phone call the team was really helpful and informative in such a difficult situation. Once again thank you for making the transition simple and straight forward and I am so happy we still have our family home that I can make my own memories in. All the best. Jordan

It took awhile but eventually I got the help I needed. I dealt with a lady called Tracey Leatherland who was pleasant

Megan Rathbone and Rob Pusey did a fantastic job with helping me! Helped me understand everything and made it super easy for me! Thank you.

Its a shame I cant give no stars really as stonewater really poor.
Ive lived in my property aroung 4 years now, the first 2 years i had all sorts of issues with leaks and other work that needed to be done. But of course they take there time about that.
The last year and a bit all ive had a nightmare with my neibour below me, contact loud music, dog barking, always on his phone and talking ao loud, all this all day and all night. I reported this to stonewater numerous times as its effecting my health and my daughters health. We get no sleep and always feel like stonewater wont help us. Stonewater say they have issued 2 warnings to the tenant and think that will stop him but absolutely not it makes it 10x worse. I sent constant videos and recording to stonewater and the council and nothing happens. The tenant downstairs has also been getting his relatives and friends to intimidate me and I feel on edge constantly. I have asked stonewater for a quick management move but they never give a responce. Honestly feel like i should jump out my window.

If anyone ever gets offered a stonewater property I suggest you turn it down very quickly, you'll definitely thank me!

I do have one shout out which is Matther who us an asb worker, he does all he can even though its not getting anywhere.

Getting support off LongLeigh (with Tracey) has been absolutely amazing!! This is now the SECOND time I've asked for support & I can honestly say, its been incredible and smoothe!!

Please 🙏 if you need ANY help, do apply! Its great for any support needed & free!

I always said before I would leave i would ruin Stonewater..

D

I have recently signed a tenancy agreement and the help I've received is top tear I'm so grateful for the help with a grant . Thankyou very much