Stonewater Anmeldelser 

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

From the minute I was offered my property I have been messed around by stonewater. I had to cancel my holiday due to constantly having to put back moving date.

My bathroom is not fit for purpose and I have been constantly told that is just cosmetic. I have not used the bathroom due to worrying about leaks today for the first time I let everyone use bathroom and lo and behold it is leaking. The downstairs toilet doesn’t flush and so we are now left without a toilet. But that’s ok because I can flush it with a bucket of water apparently.

I was waiting 3months to get keys for this property due to all repairs being completed I was told. Yet none of the repairs were done.

I hugely regret taking on this property and going with stonewater. They do not care about their tenants.

Reported my neighbour regarding her attitude behaviour drugs slamming of front door dumping of rubbish on my driveway for sometime now reported trying to force entry on my home aswell trying to grab my daughter from inside my property. ..kept u well informed of this behaviour still ignore me now got ring door bell installed has this was only option left to me dealing with this neighbour for 13 years ** currently blocking my access with bins unknown vehicle's rubbish which I provided evidence for ** currently blocking the pathway with her vehicle which also provided evidence her car is blocking the path bewteen both houses and she thinks she can block pathway and my access aswell ** reported this Tennant more than I can actually remember actually frustrated stressed by u choosing to not deal with ur Tennant ** I am already lIving in stressful environment living in 2 bedroom house when there is 3 people living here I have been sleeping on sofa in the living room for the past 2 years **now dealing with disrespectful Tennant Regards Miss Carmel forsythe sent email email regarding a porch light needs replacing viva customer service team 2 or 3 weeks yet not received any confirmation of replacement bulb needs asap as my ring door bell has strange people attending my front door after midnight looking straight into my ring bell unknown male on a bike please follow this up ***

New tenants are targeted for TrustPilot reviews - still relieved to have keys, they are ushered forward to leave reviews before reality has time to catch up.

Others tenants fresh from a grant decision via Tracey Leatherland (mentioned non stop on here) are asked at the exact moment gratitude is at its peak to leave a TrustPilot review.

Predictably, the reviews shine.

But beyond that carefully staged front:

The same complaints resurface.
The same issues go unresolved.
Accountability remains optional.

What’s presented as “insight” is, in truth, selection.
What’s sold as “engagement” is closer to control.

Behind the curated praise sits a culture that appears far more invested in managing perception than delivering consistent services

It’s not a feedback loop.
It’s a script.

And the longer it runs, the harder it becomes to ignore what’s really happening off-stages.

31 Hercules drive - no hot water for several weeks reported with no water at all in 1 shower. It’s been 2 weeks since they did send someone who didn’t know what to do apologising. Now I have no hot water at all. Absolute disregard to repairs. Heat source pump is useless and more expensive - £260 for 2 people? Garden landscapers ruined the garden: broke the gate latch, left the shed tossed to the side, worn turfing
20.05.2025 - we’ve had calls while at work regarding ceiling and carpet defect repairs. The hot pump requires a fix in the attic(which we’re not allowed in). The garden has been disregarded. So look into this properly or don’t bother.

I cannot thank Melissa Hardy enough for supporting us through the shared ownership process.

She was consistently patient, kind, and reassuring, and always took the time to respond thoughtfully to questions and concerns. Her communication and support made what was an incredibly stressful and anxiety-provoking process feel far more manageable.

Melissa’s compassion and understanding genuinely made a difference, and I am extremely grateful for all of her help and support throughout.

We are overjoyed to now be in our beautiful new home!

wHAT MADE M EXPERIENCE BETTER THAN GREAT WAS THE EFFORT AND EFFICIENCY Put out FOR ME by Ms McGowan, Emily. She was empathetic a great patient listener, congenial and professional who went the extra "light year" to help me resolve my issue.

I would spread her virtues and tell Stonewater that they are lucky to have her on the staff; would seek her help out again, and recommend her any time for future assistance to anyone
sincerely
stephen mellini

My experience with Stonewater’s complaint handling has been far below the level of professionalism I would expect from a national housing provider. After submitting a formal complaint, I have been left waiting since mid April for a Stage 2 acknowledgment, with no clear communication or meaningful updates. Instead, I have received only generic replies that do not address the delay or provide any clarity on next steps.

A well‑managed organisation should have reliable, timely processes for handling complaints, especially when customers escalate concerns. The prolonged lack of acknowledgment and the absence of proactive communication suggest significant weaknesses in how complaints are managed.

Customers should be able to rely on a transparent, efficient, and professional complaints process. Unfortunately, this has not been reflected in my experience with Stonewater.

Update: Stonewater here is claiming that they don't recognise my email despite the fact they are in communication with me for over year. I don't know if it is funny or sad.