Stonewater Reviews 

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.

I’ve moved into a flat last October as part of the service charge I pay they are meant to clean the communal areas of the building but never have done apparently I’m still trying to get them to do it. They’ve never cleaned and we pay a service charge, it’s really bad. People never respond on our email, also had a few issues recently with a door not working still a month on and they’ve not done anything about it the communication is terrible.

Thanks to an Order put in place by the ombudsman, we finally saw a marked improvement to grounds maintenance services here last year after a five year battle which resulted in refunds and compensation going back to 2019 for every household here. Sadly, with the advent of a new contractor we're back to square one where we're paying service charges and getting nothing in return. As normal, when you contact Stonewater, there's no follow up. Stage One complaints ignored, so it's back to the ombudsman.

Tracey letherland has helped me alotshe has put things in place to help me and made my mental health a little better

Alex was amazing from start to finish.He kept us in the loop all of the time and was very thorough.

Tracey at Stonewater has been helping me with Longleigh Foundation support to furnish my flat after homelessness. Really helpful and kind.