Stonewater Omdömen 2 967

Lots of issues with the property, contractors never turn up, very difficult to speak to someone. Emails have a turnaround time of a number of days. Property and communal areas have been unsafe on a number of occasions in the past 12 months. Other issues with Stonewater I won't document here.

8 years of begging for issues to be fixed …… always paying my rent on time, adhering to all their rules and regulations…..

But to get anything done over the years I have resorted to going public …… itv news, social media and more

And still despite a court case there are issues outstanding

Promises broken. Stage 1 complaints ignored. Escalated to stage 2. Still ignored

8 years of being made to feel worthless, invisible, less than human

Repairs done, repairs substandard. Have to be redone. And so the circle continues

The sad thing is that if they actually spent money on doing repairs properly the first time it would cost less in the long run ….

Instead they authorise cheap substandard repairs …. Hoping that it will suffice ……

Trapped in an endless cycle.

It's actually pretty scary to think about how much Stonewater has gotten away with up until now.

Most of the positive reviews on here are solicited- seemingly pushed for by the same few staff (just look at the names mentioned), often upon handing keys to unsuspecting new tenants or homeowners yet to be endangered, let down or betrayed.

Prior to the merge, we were with Raglan and it was great. They supported local businesses for their contractor services, they took pride in the building, car park and surrounding area. If you ever had an issue or something needed repairing, you could rest assured that reporting something would actually get it sorted.

Then Stonewater comes along and here we are. The company is so big and mismanaged that there's no love for their communities- no passion, no give, no accountability or learning from past mistakes. It feels corporate but without the structure, progressively getting worse as the years tick by.

Whether you're dealing with them at customer service, management or director level, the lack of accountability, transparency, communication and professionalism are beyond disappointing.

There is obviously very little organisation within the company- the other week, a senior manager asked ME whether tenants were allowed pets.
On another more recent occasion she's asked ME to provide them with Court orders that THEY were handed in 2019! Why are they not keeping track of their own legal documentation!?

Recently, this same senior manager has been the topic of conversation in a couple of community led support groups for using social media to ask if anybody has a copy of their Decant policy documentation. Again, legal documentation that Stonewater staff should already have to hand?
Also being shared around are screenshots of her now former colleague using social media to speak about how bad the company is.

Their contractors, Fortem also do the company no favours. Having to be called out multiple times for either blatantly ignoring jobs or signing works as complete without even looking at them. How many failures must there be before somebody realises they are not fit for the care and maintenence of our homes? And why do Stonewater not care about the stress this causes, time and again?

Likewise with CCS, recently they signed off the gas boiler's annual check in my temporary accommodation. Ticked and signed that they'd visited and had personally checked said boiler... But they hadn't actually accessed this property. I was there, no attempt was made! As a victim to a fire that Stonewater could have/ should have prevented (they've acknowledged this and despite saying otherwise, have learned nothing) I'm sure you can understand why this is troubling.

Myself and my neighbours have been homeless from that fire for coming on 3 years, living in temporary accommodation for 2 with failures and incompetence slapping us in the faces at every single step.

Now, moving back to what were promised to be fully refurbished homes, we were faced with historic leaks still being present (if not worse), structural cracks appearing, things like extractor fans and towel rails not being connected to any switches, mould because of the aforementioned leaks... The list goes on and despite not actually resolving these issues, Fortem often tick them off as being complete anyway, creating a total runaround for both tenant and Stonewater.

It took an MP, the BBC and ITV fighting our corner in the first place for them to acknowledge us and even then, Stonewater made every step of this journey more traumatic than it ever should have been...

... I'd imagine the team put together following the fire will give themselves a big pat on the back once they sign off from us, but we residents and the people of Amesbury will always remember that you let us down almost every single time it mattered.

If you're considering or have been offered a Stonewater home, don't take it. Run as far as you can in the knowledge that they'll let you down whenever you need anything solid, transparent or straightforward.

I am surprised that Panorama or a similar body haven't picked up on Stonewater yet- they would have a field day. AVOID and save yourself the stress.

Edit- look at the reply, clearly heavily influenced by the 'point of contact' herself and passed on to Matt to post. I will not be reaching out to her. Why would I? I've listed just some of the many failures above, most of which have happened and are still happening under her watch! Of course the trust is gone.

She was quick enough to talk down about her colleague (my prior point of contact) when she came to Sandell Place and then had the audacity to scold me for making the same comment about said colleague on WhatsApp just days later!
Where's the integrity? This is a senior manager. Not good.

Never learn from their complaints. I have had to complain about the lack of ground maintenance on numerous occasions even through to the ombudsman

Shocking landlord I'm sorry. Lived in their property for 11 years now and the only thing they are interested in is collecting the rent. There is no support for residents. It can take years (and that's no exaggeration) for reported repairs to eventually be attended to. Their contractors are jacks of all trades and masters of none and the level of workmanship is below even shoddy standard. Any time you ring to ask anything the standard reply is that somebody will call you back and I've yet to experience a call back once in 11 years. I could write a novel about the failings of this landlord genuinely, all I can say is if you are on the housing list and get offered a stonewater property...seriously think twice.
Edit..Ian Williams are the contractors who carry out repairs in our area and check out their trust pilot review and yet stonewater still use them! You pay peanuts......

Would give 0 rating if an option. Now into my third year of no working intercom/door entry system, and emergency call button. Completely unacceptable behaviour. Avoid Stonewater at all costs

Shocking customer service, jobs left u done , or left shoddy . Repairs reported but never followed though. Have to report repairs over and over again , some tenants left months with no hot water , and the list goes on and on , never would I rent from Stonewater ever again .

My ongoing issue with Mount Green/Stonewater is the continued decision to procure and stand by contractors who consistently fail residents. Despite raising numerous complaints (which is as tedious for me to write as it must be for them to receive), nothing meaningful changes. Concerns are acknowledged, but rarely resolved. Patterns of poor service are allowed to continue, and feedback from residents seems to have little impact on procurement decisions or accountability. It gives the impression that convenience is prioritised over quality and resident experience. I would expect a housing association to actively listen, learn, and improve when issues are repeatedly raised not continue business as usual while residents shoulder the consequences. The lack of action and ownership has been extremely frustrating and has eroded confidence in Mount Green’s/ Stonewaters commitment to providing a reliable service.
Residents deserve better oversight, better contractors and a system that responds before problems become chronic.

Me and my partner moved in at the beginning of September into a rent to buy scheme home. I have to say from start to present the service from Stonewater has been great. I’ve been dealing with Melissa Hardy from Stonewater, she’s been absolutely excellent and moved us in. Also jaquelyn at hamlet lettings who was the staff member at the lettings agency we dealt with was amazing. She prioritised move ins and made sure everything was done on time, she even did the important move in documents on her day off and sent it from home.
I couldn’t fault to experience we have had and feel very lucky to be in this position.
Still getting our bearings with the move and a lot to learn but I’m sure Stonewater will continue with their help and support.
Thank you Stonewater!

Great company I have worked closely with tracey and she has been amazing and supportive for me and my family. Thank you 😊

Really pleased with the support offered by Abbie S in the new homes team. Abbie was very good at keeping in touch and worked exceptionally hard to get us completed on our shared ownership property in time for Christmas. I’m incredibly grateful for all the support and I cannot wait to move in to our new home. Thank you for everything Abbie!

This company does not listen,does not respond,does not talk to each other,waste of time & effort!Took 10 years of moaning to get the tarmac on the road finished!

Hi I worked with Alex and Pat at Manor Gardens Gloucester, from the time of the first meeting to the day I picked our keys up… customer service excellent, nothing was to much trouble, I just want to say a big thank you to both, I now am able to bring my husband home to our forever home after having to place him in a care home as our former house was unsuitable.. Best Christmas present ever thank you both again

I have lived in my Stonewater property for almost one year- throughout this time period my experience has been very positive. It’s refreshing to have good communication with a company and that actions things in a timely manner. In particular I would like to give thanks to Karen from the Aftercare team in the South who has been a pillar of support- she is extremely efficient at responding to any issues I’ve had (which have been minimal). She organises the repairs in a timely manner and follows up to ensure this has been done. I really appreciate how hard she works so a big thankyou to her. The only one star removed is down to slow communication from the builders which is no reflection on Stonewater itself.

Worked with Tracey and was absolutely great and couldn’t have asked for anything more. very friendly and professional. and helped support me with everything i needed. 🙂

- Callum

I was really impressed and very happy with the support I received from Tracey Leatherhead. All of my questions were answered and explained thoroughly so I could understand which really helped due to my mental issues. I now can trust that everything has been done to help my cause. Kind regards Mark Warwick.

The apartment flats lovely.
well done Stonewater youse have done an outstanding job. The apartment flats are spacious modern and very well designed. Both inside and outside. The bathroom is done to perfection with a modern twist. Kitchen is modern spacious and lots of natural light. A well done build and the service itself is unique. I am so pleased to call this my new home for me and my daughter and forever grateful that I was one of your few selective chosen tenants. Thankyou so much. Wish you all the best with further builds. All the best to you new family's in your new unique homes.

I would like to say a huge thank you to Kim Parker and Robert Pusey for all their help and support throughout the process of moving into my new home with Stonewater.

From start to finish, Kim was professional, approachable and incredibly supportive, always keeping me informed and explaining everything clearly. Robert was also very helpful during the handover and made the move in process smooth and reassuring.

The whole experience was handled with care and efficiency, which made a potentially stressful time much easier. I’m really grateful for the support we’ve received and very happy in our new home.

Thank you both for everything.

Lovely company, couldn’t fault them, friendly and very helpful with anything, very polite, no judgement. Tracey was very friendly and so helpful.

Kim Parker was my contact and she was ever so helpful didn’t mind me messaging her for updates cos I felt I was been a nuisance but she was fine with this she kept me upto date all the time lovely lady very helpful