Stonewater Omdömen 2 967

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 had a very positive experience working with Martin. He was helpful, professional, and communicated clearly throughout the process. He kept me updated and made everything easy to understand. I really appreciate his support and assistance.

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

Stonewater seems far more focused on challenging and removing negative reviews than addressing the serious issues residents raise.

Behind the scripted “we care” responses is an organisation that, in my experience, fails to deliver the basic standards expected of a housing provider responsible for vulnerable people. Poorly maintained properties, slow responses and a complete lack of meaningful action appear to be the norm.

For the record, my details have already been provided. The problem isn’t a lack of information — it’s a lack of accountability.

Ongoing poor communication skills. Still no response to the multiple contacts and complaints made.

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

I regret entering into the Rent to Buy scheme with this housing association.

Since moving into the property, I’ve experienced ongoing issues with little to no resolution or meaningful support. The most significant problem has been drainage in my garden, which has now been unresolved for over 15 months despite being reported multiple times.

The garden was inspected and I was advised that it required full rotavation and re-turfing due to the condition of the ground. Despite this, only limited remedial works have been carried out. These have been ineffective and, in some cases, have made the situation worse rather than resolving the underlying issue.

At one stage, the garden was covered with material containing debris such as glass and sharp objects, which I had to remove myself due to safety concerns. Further works, including drainage attempts and digging trenches, have left the garden uneven, unstable underfoot, and still prone to waterlogging.

In addition, since moving into the property 17 months ago, I have already faced two rent increases, which have significantly raised my monthly costs. This feels particularly concerning given the purpose of the scheme.

More recently, I was overcharged rent in March due to an incorrect calculation. I have now spent 12 days being passed back and forth between departments, with no clear answer or resolution. Communication has been poor, and it feels like no one is taking ownership of the issue.

The entire experience has been exhausting and has negatively affected my wellbeing. Overall, my experience has been frustrating and deeply disappointing. I expected a higher standard of service, especially under a scheme that is supposed to support tenants in moving towards home ownership.

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!

Rude unhelpful management who enforce policies on you then break them. Gardening crew only turn up for ten minutes then sit in van for thirty. Take pics of one small area then claim it’s all done.

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.