Stonewater Recenzje 

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.

So after 4 years of discrimination bullying and intimidating behaviour by two of my neighbours i have finally moved from you joke of a housing association, also almost 7 years of no cleaning or grounds maintenance done even though you put service charges on to top up the rent, now been told I have a small rent arrears even though I left over a week earlier and the person I spoke to today Nathan is rude talks over you and about as much use as a chocolate fire door.

GOOD RIDDANCE

Unfortunately you can’t give minus stars on Trustpilot but if you could Stonewater Housing Association would be a -6 if it was possible!
I’ve never come across an organisation that is so utterly detached from what it is allegedly supposed to provide.
A housing association that has absolutely no interest in maintaining its properties,no interest in ASB,a complaints system that is not fit for purpose,it’s such an appalling state of affairs that they cannot even follow their own procedures.
They repeatedly ignore email complaints,or provide you with the most farcical of replies.
The Myhome system they ask you to use to report repairs is completely useless you can report repairs repeatedly on Myhome and they will do nothing about it,we’ve reported the leaking gutters for 5 years now,even had Stonewater employees take pictures of the leaking guttering,it’s been leaking that long now the brickwork is disintegrating,it’s glaringly obvious that the gutters are leaking but Stonewater have absolutely no intention of repairing it.
This is just one example of many repairs that Stonewater ask you to report then do their utmost to avoid repairing.
The relentless fly tipping that we have had to endure from Stonewater customers for over 4 years now is a seriously exhausting,mentally draining,disgusting experience,repeated reporting of the fly tipping almost on a weekly basis to Stonewater and they think it’s entirely acceptable to leave rotting food waste,broken furniture,appliances etc for months and months on end,it doesn’t matter how much you report fly tipping they couldn’t care less about the repulsive conditions you have to come home to daily!
They’ve repeatedly promised to look into cctv to catch the culprits but it’s empty words as usual,it would be pointless anyway as even when you provide photographic evidence of customers fly tipping they do nothing to prosecute the said individuals for it,so they continue to fly tip waste!
Constantly chasing Stonewater is a full time job,chasing emails,phoning them is a hour of your life wasted on hold every time you call to the point you give up calling!
They allegedly have housing officers that inspect the site but as to what they inspect is a complete mystery to us as they repeatedly miss issues that we have! Our secure door entry system they recently installed has been a complete joke.
They installed the new entry system but didn’t bother repairing the already broken locks,again the locks have been reported repeatedly but still broken,our secure door entry is completely insecure and has been for some time!
The rear door to our communal garden which also has a broken lock,again reported repeatedly.
This is a fire door so it is meant to be kept shut after use to prevent the spread of fire,yet this door is constantly left open by one resident’s teenage children who insist on smoking in the communal area which apparently is against Stonewater’s smoking policy,yet again this has been reported repeatedly as usual Stonewater couldn’t care less,it clearly shows after 3 years of reporting this issue to Stonewater they have absolutely no concerns about the safety or security of it’s residents which Stonewater claims is one of it’s priorities,it very,very clearly isn’t!
Pretty much all the interactions we have had with Stonewater in the past 5 years have been a depressing,mentally draining and soul destroying experience and it shows absolutely no signs of ever improving our site was a really nice place to live but since Stonewater took over it has been a systematic managed decline to the point that the site now resembles a third world ghetto!
As a leaseholder we are supposed to receive a figure for the service charges on a yearly basis which Stonewater have admitted to in writing.
For the past 3 years Stonewater have failed to provide any form of figure for the yearly service charges,no figures to substantiate these charges and the services they provide are an absolute mis managed joke!
Despite it being against the law to fail to provide these figures and having chased it repeatedly with Stonewater, they have still yet to provide any form figures for the service charges for the past 3 years!
How exactly are you supposed to pay the service charge when you have no idea of what the amount it is?
It’s absolutely farcical that an organisation of this size thinks that this is acceptable practice for its residents!
I cannot believe that a huge multi million pound organisation can have such a deplorable attitude to its residents and properties.
If you are offered a Stonewater property and you value your mental health,and want a safe,clean place to live then please for your own sanity find somewhere else,otherwise your life will become a never ending,soul destroying nightmare.

Tracey has been great, first time looking for a flat so I have no idea what I’m doing and I’m also disabled so I was quite worried about the process. Tracey was great from day one and really helped me understand the process and was always available if I had any questions. Stone waters booklets and information is very accessible to read as well. I also know if I’m stuck with anything they are just a phone call away.

Made several complaints and got totally ignored no response whatsoever, the whole street disappointed in what we used to think was a great housing provider.

So Stonewater is now telling lies, they have told my MP that all works have been completed. Well that's almost funny, the bathroom flooring and the mold not been touched, the boiler that's over 15years old and the rusty radiator not replaced. I do have a date for the holes in the ceilings to be done, but not for boxing in the pipes that stick out now due to the leaks. I have informed our MP that these things haven't been touched, let alone repaired. Honestly it's affecting my health having to constantly battle to get things done!!!! Will also be letting the ombudsman know that Stonewater lies!! The compensation offered on my stage2 complaint was an insult to be honest. I've had to cancel hospital appointments due to being so stressed out with all this. Why is it so hard to get SW to actually do repairs, is it personal now because I've had the cheek complain and write honest daming complaints??????

It’s good company specially thanks to Tracy she help me lot

I have been a tenant since november 2025 and since then I have reported over 100 repairs, it’s gotten to the point I’ve been told to stop contacting by phone and to only email, my emails get ignored and the phone calls just get hung up on when I tell them my details, I have fibromyalgia and things really are getting more difficult as the days go on I’ve got mould in my property that is causing flare ups which was originally supposed to be repaired for the 18th August, an operative attended at 4:30pm after I’d been waiting all day just to tell me it was an inspection for the works now been told 28th September is earliest date available Fortem can do this is an absolute joke

I have recently have gone over to stonewater property, the service is amazing and staff are very supportive and very helpful, very quick at getting back to you with emails. Very responsive and reassuring to know your in good hands and being listened to and they get the work done, customer communications is A*

I moved into a Stonewater property with absolutely no flooring, and as a parent to a young daughter, I had concerns about cleanliness and safety.

I applied for a flooring grant through the Longleigh Foundation with the help of Zahid hafajee, and he was absolutely amazing throughout the whole process. He asked for a little information from me so he could complete the application on my behalf, and he supported me every step of the way. Thanks to his help, I was approved for enough funding to have the areas that needed it floored.

Zahid was quick, efficient, professional and genuinely lovely to deal with. He made what could have been a stressful process feel so simple.

I honestly couldn’t recommend him enough. Thank you, Zahid, for all your help! ⭐⭐⭐⭐⭐

Absolutely disgusting excuse for a housing association

So we've been waiting nearly 12 months now for an answer from stonewater housing association to why they feel they can harass a vulnerable family by way of making up lies to gain access to our property, tell us the fence down the side of the property is so unsafe that my push bike leant against it could cause it to fall yet when I said that they need to get a structural engineer to come and access it I was told they've checked the land registry and it's not their fence so no worries it's all ok now!

Really just as it's not your fence it's suddenly fine ! I don't think so you are required by law to make sure it is safe regardless of who owns it!

Then we get to the real disability discrimination that shows they honestly don't care about their tenants as long as the rent payments keep rolling in and the answer they seam to be having the hardest to come up with is why did they threaten to evict us for drug dealing when they already had it on record that I'm a fully legal medical cannabis user registered with Curaleaf?

12 months on still no response to the questions and absolutely no help getting us away from a housing association that is starting to feel like we are under nazi control

***EDIT***

stonewater housing tried having this review removed claiming that it was illegal content!

No I think you will find that the ones that have been breaking laws os actually stonewater housing association!!!

Worst housing provider I've ever known. 4 months have gone since I requested a repair to a post box.. repair has not been done. Staff are useless and can't tell me why or when it will get done. Made a complaint, no one can be bothered to get back to me in regards to the complaint.

First complaint regarding bathroom refurb was sent in March 2026, raised to stage 2 complaint in May 2026.
Extension requested and was told complaint would be dealt with by Aug 24th.
Yesterday i received a TEXT ,not a call or email to say another extension until 22nd September. It is unbeleivable what can they need to investigate ?

Repairs are excellent- I called up on Friday after two of my windows weren’t shutting properly due to a safety feature on them, someone came out to repair in a few hours, and I’ve always had similar experience so in that sense, it has always been excellent. Can’t fault customer service, they are great and things get logged quickly and staff are kind and professional.
However, I’m currently going through a mutual exchange and the process has been awful. Not one bit of communication since a text was received to confirm all forms had been received, and that was nearly 4 weeks ago. I go on holiday on Friday, and this has been communicated numerous times, to let the housing team know I won’t be here for a week and to try and arrange an inspection before I go, as when I get back the 42 days deadline is nearly done and still not heard anything. Just a little bit of communication to let people know what’s happening would be good. It’s already a stressful and anxious time going through a mutual exchange, and this doesn’t help!

Stonewater are rubbish they don't care about anything and the repair Ian Williams are rubbish they don't do a good job and do it as cheep as they can Stonewater are there just to make money that's Stonewater all over