Stonewater Recensioni 

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.

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

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

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

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

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.

Update — 8 May 2026

Since my original review, tree works were carried out on 24 April 2026. Having documented the tree’s condition before and after from the same vantage point, the difference is negligible. The canopy continues to extend substantially beyond the hedge line and directly over the car parking area. Money was spent on works that have not resolved the problem.

I submitted a formal complaint on 24 April with photographic evidence. Stonewater’s Customer Relations Team responded suggesting it may not be logged as a complaint at all and could be downgraded to a service request — despite this complaint having already completed Stage 1 over a year ago.

I requested written confirmation within 5 working days that this had been logged correctly. Stonewater missed that deadline. They also missed their own stated 5 working day acknowledgement timeframe. Two deadlines. No response.

This is not incompetence by accident. This is a pattern. Over 13 months, a simple and preventable problem has been met with delays, deflection and inadequate action while residents’ vehicles continue to sustain damage daily.

Prospective residents should be aware that when Stonewater fail you — and based on my experience they will — getting resolution is an exercise in frustration that they appear designed to outlast.

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.

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'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

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

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.