Stonewater Arvostelua 2 967

Trustpilot asks “What went wrong?” When it comes to Stonewater it’s difficult to know where to start… Firstly. don’t believe all these new amazing reviews..trust me when I say they’re not an accurate reflection of Stonewater Housing whatsoever.
Within the past year, I’ve raised two repair complaints, one Data Breach complaint, and one ASB complaint.
The repair complaints are resolved, but only after being relentlessly chased up by myself, bypassing SW altogether and speaking to the contractor myself, deadlines repeatedly being missed, and an appalling lack of communication by SW.
As of today, SW is finally investigating a Stage 2 Data breach complaint. They hadn’t even acknowledged it until a full 2 weeks after I’d escalated it from Stage 1, and only after they received a letter from my MP. I won’t hold my breath on receiving a timely response.
I made an ASB report on the 30th March. I received no response whatsoever, and therefore escalated it to a formal stage 1 complaint on the 17th April. I finally had a response on the 27th apologising for the delay, and stating they’ll ask the Tenancy team to ‘chase’…so not an acknowledgment of the complaint at all, just more ‘fobbing off’ and delaying tactics.
On the 10th April, I received an email ref an ongoing ASB case. I was told that my new case worker would contact me in 7 working days. Unsurprisingly, no one contacted me. This is despite SW informing my MP on the 20th April that they would make contact “within a few days”. So they have fobbed him off too.
Additionally, I sent SW an email on the 14th April formally advising them of my disabilities, how they affect me, and the decline in my mental health and anxiety disorder (as a result of their lack of communication, lack of response, lack of taking any action, having to repeatedly’chase’ them, having no single point of contact) etc…and I requested reasonable adjustments under the Equality Act 2010. I listed the adjustments which weren’t unreasonable. I asked for a single point of contact, no ‘holding’ emails, all contact in writing etc. I had a reply on the 16th stating they would get the Tenancy Sustainability team to CALL!! That just about says it all doesn’t it?! On the 20th I emailed and asked to be forwarded a copy in WRITING of all/any reasonable adjustments that had been applied to my tenancy and ASB case. I received a response saying it would be passed to the Tenancy team. I’m guessing that no one has listed any of my reasonable adjustments on my file, because If they had, they certainly haven’t been following it.
I wonder if the ‘Tenancy Sustainability team’ even exist? In a nutshell, if you can avoid this housing association, for the sake of your sanity, please do. I feel like I’m stuck in an episode of Black Mirror where they are putting bets on, to see how fast they can mentally ‘break’ their customers down, whilst they watch from hidden cameras.
Stonewater will ignore your reports.
They will ignore your complaints.
They will say they’ll contact you, but they won’t.
They will lie to you and also your MP.
They will do anything to avoid dealing with issues you’ve raised.
They will not follow their own policies.
They will not act on tenancy breaches unless you don’t pay rent…I guess you’ll soon see the ‘Tenancy team’ if their pockets aren’t being lined.
This company really is absolutely awful. I expect their response to my review highlighting how they have ignored my emails, is going to be a standard response telling me to ‘email’ them. What’s the point in that?! You don’t respond!
I would recommend if you are stuck with SW as your housing association, keep copies of all correspondence, get everything in writing and escalate to the Housing Ombudsman, news outlets etc…they need to be held to account.

Could you kindly acknowledge my complaint about your strategic manager mr NICK MURDOCH .. I am not happy with the treatment ....
All stonewater have provided is data breach, breach of tenancy from you, years if repairs, disrepair claim and several ombudsman complaints and huge amou t of failing with repairs and you still manage to fail every time. This greedy cooperation takes but treats tenants bad...
Again acknowledge my complaint about mr murdoch

The Area manager known as 'calamity Kevin rudd' has cost me thousands in fact £3500.00 in damages to my expensive clothes ,due to a leaking roof for 8 months and failing to fix it, this will go to litigation,
What a liability he is to stonewater housing,
They never learn, until residents take them to court

Very friendly, polite staff who want to help and solve issues as soon as possible.
Unfortunately dropped my review from 5 stars to 3 stars as they are very unorganised. Still waiting for a set of keys 4 days after signing my tenancy which I myself have been left to chase up.

Welcome to the Service Charge Circus — starring Director Holly Edwards, where the numbers are creative and the services are optional.

Bills are packed with charges no one can explain or even point to. Question it, and you get a performance: long-winded deflection, a dismissive tone, and zero answers. Holly seems far more interested in talking than listening.

In the end, residents are left overcharged, under-informed, and footing the bill for a show that doesn’t add up.

Brilliant cant fault anyone
The members of staff that helped us out with care and support was
Victoria digance
Tracey

Stonewater’s complaint process in a nutshell:
1. Announce Stage 1.
2. Set a deadline.
3. Miss the deadline.
4. Pretend this is normal.
5. Repeat.
Truly a masterclass in self‑service customer service.

Tracey Hilditch was superb when we were applying for a flat. She was courteous, helpful, a real asset to Stonewater.

The person mentioned in your 5* reviews must be amazing and the only person that works at Stonewater. These reviews don’t seem real and are certainly not what Stonewater tenants face. No tenant has moved into a lovely (as you put it) new home, most are glad just to have a roof over their head. After moving in the reality sets in. I notice you don’t do 5* reviews for this. Poor customer service, complaints never replied to, poor repairs and it goes on. The 1* reviews are really what you are like, yet you try to look amazing.

So the guy came to fix main door and gave everyone a new fob keys. I've just gone out to check that's it's working like he said and I didn't even have to use the fob keys as its still the same as what it was anyone can still enter the building. Months this has been going on and still not getting any updates,if I ring ur on the phone for nearly an hour. Wot is going on

It's the first time that we are moving in to a new flat and our experience has been good, so far. Simone has been very helpful, polite and she led us through all this process without problems. I know there are mixed comments about Stonewater and their staff, but so far we are happy 😊 and we totally recommend them.
Thank you, Simone for your help. We wish you all the best!

Martin was absolutely fantastic when organising and sorting my new place to live out! Thankyou very much

Mum has recently moved in and absolutely loves her new flat. It’s in a great location, close to family, which has made a big difference. She’s feeling really happy and settled here.

The scheme manager Purva and the residents have been great. They are warm, welcoming, and friendly, which helped her feel at home very quickly. Purva checks in on my mum and is getting to know me too!There are plenty of activities going on, and she’s already getting involved. She especially enjoyed the recent dementia talk, which she found both interesting and reassuring.

Overall, it’s been a really positive experience so far, and we’re very pleased with the move.

Recieved some fantastic advice and much needed help from Tracey leatherland. The whole process was easy and relaxed due to the way everything was explained to me

It would seem from my recent incounter with stonewater is the fact tenants have been blaming the service charge department, but the fact is thay can only go by the information given to them from the contract department.so any hike in service charges is down to them. So it would be wise for tenants to redirect thair anger at the contract department. By asking where is the discounts for large contractors in economy of scale. I hope that helps.

Tracey
Helped me out by explaining everything step by step
Many thanks to Tracey

Spoke to tracy from stone water who explained the process and helped me during a a difficult time i was having

I am just here to express the wonderful helps and supports I have received from Ms Tracey leatherland,starting from February this year when I just moved to one of the properties run by Stonewater,Nevertheless from the time I explained to her my needs she was there back and forth with Emails and phone calls helped me all the way to get my carpets grant sorted,I am so happy with the help and support she provided for me could’ve not done it’s without her,I just want to say thank you so much Ms Tracey and God bless you.

For over 11 years, Stonewater has failed to address overhanging trees in the Brain Court car park at Bunce Road, Stratton St Margaret, Swindon.

These trees are continually damaging my car with bird droppings and sap. Stonewater acknowledge they are nuisance trees and their responsibility, yet dismissed the issue as “not a health and safety risk.”

This has been the subject of an ongoing Housing Ombudsman case for the past year — yet the trees remain untouched.

On 16 March 2026, tree surgeons attended but no work was carried out because residents were not notified — a failure entirely on Stonewater. No confirmed new date has been provided.

One of the trees is growing at a clear angle due to being unbalanced by overgrown branches — a direct result of long-term lack of maintenance. Despite being told this is “not a health and safety risk,” its condition raises obvious concerns for both vehicles and anyone nearby. This is a preventable risk that has been ignored for years.

Anything less than pruning the branches back to the hedge line will not resolve the issue.

This is a simple problem that has been allowed to escalate through years of inaction and repeated failures.

Prospective or current residents at Brain Court should be aware that basic estate maintenance like this appears to be a very low priority for Stonewater.

Well after 8 years of my Mum residing with Stonewater she has had to give up her tenancy due to the poorly insulated apartment. The heating bills have been to much for her as she is a 79 year old with Raynaud’s disease and to much stressful toing and froing with Stonewater taking no accountability just telling us everything meets building regs. The apartment she was in was only about 20 years old yet to heat it is far more costly than the 1950’s terrace she has now moved into with a private landlord. But all Stonewater respond by doing is nothing!!! The apartment is freezing but you will not admit a problem. Even when someone from Ridge associates called to do a survey they said the EPC would probably be an F but Stonewater will not even show the results of the survey actually saying the don not even know what survey was carried out!!!To anyone choosing to use Stonewater be careful please!!! And to Stonewater, start taking some responsibility. Please don’t do the usual and ask who i am as I’ve already used trust pilot several times. Also this really ids the only way to get a response as phoning and emailing will only drive you insane.