Stonewater Anmeldelser 

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.

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.

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?