Stonewater Bewertungen 

Discussing how you guys make your money expect people to pay 250 a week as soon as they get a job honestly don’t join here they set people up for failure in life can’t have a double bed people make it a shit hole and I can see why no one’s got a job there causes that’s what the management want from you so they make money which is honestly sad pray on people in vulnerable housing situations

Well it’s been over 2wks since I completed the further details request from my previous review I left about service charges. I can’t quite understand, as I get no correspondence why it’s suddenly after many years got into such a mess. I had another section 20B arrive on the 24th Sept saying this years charges are also delayed. I’d like someone to explain to me why I’ve still not had the charges for last year let alone this year. You’ve added extra services in which is going to increase my yearly bill as well. We are in a cost of living crisis and delaying bills for over a year just isn’t on, this is how people get into debt and struggle to get out of it. Just because we own our homes doesn’t mean we don’t need to budget and keep on top of paying things.

Been left with un resolved repairs for months including mold water leaks and dodgy air source heater they keep sending the same people out that attend and say we need to get parts we will contact u and never do absolutely the worst and Stonewater just don’t care once point I’ve had to contact citizens advice and my next step is environmental health honestly avoid Stonewater they don’t care about anyone in there properties !

Never respond to reports of issues like repairs, no matter how many times they are reported. Wont deal with wasp nests even though they wrote to us to tell us to report them, we have to sort it ourselves. Not sure why we bother paying rent, I'm sure they would be in touch quickly if I stopped!

We have lived in a Stonewater property for 3 years, we love our home and area but service is a disgrace. We were told in a meeting with others that we would be getting new heating, as we have old style night storage heaters that go cold by 6pm. They are so expensive to run we cannot afford to put them on, plus they are rusty, boiling during the day, both myself and granddaughter have burnt ourselves on them. And when you need warmth at night the place is freezing. We are now being told we are not on the list and no new heating!!!! We have also had no hot water since we have lived here, and have to boil kettles to wash up, clean and do any other chores that need hot water. We have been told there is no more they can do about it. A disgrace this day and age. I am disabled and quite poorly, my husband is my carer and we feel quite helpless to be honest. They never answer the phone, in the end we have to go through our site manager. Stonewater what are you going to do about it ? Just because we live Rural doesn’t mean we don’t matter. We still pay our rent !

Metal framed windows over 32 years old my mum was told last year they would be replaced Feb 26 its be put off no date given. Entry system hasn't worked for 2+years i given up reporting it
Internet signal is pitiful i tried setting up 3 different spy cameras to keep an eye on my mum who's 103 with Dementia but they wouldn't connect a lock charge took 3+ months SHOCKING

They don’t allow minus scores. ! Bodge complains! Staff that fake wanting to help customer service teams that don’t know their own rules or the law..Could they possible be getting worse.

Absolutely lovely to deal with. I dealt with Tracy, who was fantastic and went the extra mile in regards to helping me get a place. Friendliness is all that's needed and people respond. Full credit to stone water, I can begin a new phase in my life now. Wonderful people.

Yesterday my mother had a viewing for a property with Tracey and she honestly made the process smooth!! She was very considerate and swift with response as my mother has had a difficult time with her health and in getting the assistance in finding the right property. Tracey was mindful of this right from the beginning and treated her case/ personal circumstances with care. My mother looks forward to finally starting her recovery in her own space and has confidence in having Tracey as a housing officer.

please could someone tell me who my housing officer is here in eastbourne east sussex

This five star review is for Melanie Tim’in thanks for

Absolutely atrocious company! Been a tenant for nearly six years now. Fail to follow up repairs, fail to follow up ASB complaints, say you will be contacted by a certain day and never do. The building itself fails on so many levels from sound proofing to the construction of the building itself. Had a surveyor look around my flat, he wasn't impressed with the building either! Stonewater are on a par with Clarion, avoid this housing association to prevent disappointment.

Following my previous 1 star review 5 days ago, here I am again!

Hi Matt,
Thank you for your response five days ago and for confirming that you had contacted the team asking them to get in touch with me.
Unfortunately, I am still waiting and have heard nothing from Customer Relations.
I have now formally contacted Stonewater again and requested that my existing EV charger complaint is formally logged and progressed as a Stage 1 complaint. I have requested confirmation of the complaint reference number, who is responsible for investigating it and the timescale for the Stage 1 response.
I also have a separate outstanding complaint regarding the “no ball games” letter issued by the managing agents, which Stonewater has still not formally acknowledged or provided me with a complaint reference number for.
The managing agents have now contacted me directly with a proposed resolution to the underlying issue, but neither Stonewater Customer Relations nor the housing officer has contacted me regarding my complaint or provided any response to the concerns I raised. The fact that the managing agents have now responded does not resolve the outstanding complaint I made to Stonewater.
So I now have two complaints where I have repeatedly had to chase simply to get basic acknowledgement and communication.
I have given Stonewater the opportunity to resolve these matters directly. If I do not receive the required formal acknowledgement and confirmation that my EV complaint has been logged as Stage 1 within the applicable 5 working day timescale, and a proper acknowledgement/progress update on my outstanding no-ball-games complaint, I will be taking Stonewater's complaint-handling failures to the Housing Ombudsman.
I would much rather resolve these matters directly with Stonewater, but I cannot continue indefinitely chasing for someone to simply acknowledge and progress formal complaints.
I won't be giving up, and I now expect Stonewater to deal with both matters properly and without further unnecessary delay.

Having had some ASB problems with a neighbour, the ASB team appointed Helen Palmer to lead my case.

I have to say from the start to end. This lady’s dedication, determination, communication and compassion dealing with this matter has been very professional.

The amount of hard work put in by Helen has been outstanding with excellent results.

I would like to say a huge thank you to Helen!

Failed electrical safety inspection led to false accusations from stonewater, no repairs for well over a year.. and still counting, dangerous property, threats for rent, disgraceful complaints management. Reported to police for extortion.

Got help from a man called zahid, was super kind and patient on the phone. Helped me with the issue I was having and when that took time went above and beyond to help again when he didn’t need to. Super quick to update me on things and explained things very well for me to understand

Constant ongoing issues with response times and communication. Our shared building experienced a break in over bank holiday weekend and we are a week past the date with two unsecured access doors still and not a single communication from Stonewater on the remaining thousands of pounds of damage to be repaired.

Contact center tend to be incompetent and in my most recent call extremely rude and unhelpful. No consideration or empathy for vulnerable customers. Long calls with no resolution just being told it will be looked into with no outcome.

So after 4 years of discrimination bullying and intimidating behaviour by two of my neighbours i have finally moved from you joke of a housing association, also almost 7 years of no cleaning or grounds maintenance done even though you put service charges on to top up the rent, now been told I have a small rent arrears even though I left over a week earlier and the person I spoke to today Nathan is rude talks over you and about as much use as a chocolate fire door.

GOOD RIDDANCE

Unfortunately you can’t give minus stars on Trustpilot but if you could Stonewater Housing Association would be a -6 if it was possible!
I’ve never come across an organisation that is so utterly detached from what it is allegedly supposed to provide.
A housing association that has absolutely no interest in maintaining its properties,no interest in ASB,a complaints system that is not fit for purpose,it’s such an appalling state of affairs that they cannot even follow their own procedures.
They repeatedly ignore email complaints,or provide you with the most farcical of replies.
The Myhome system they ask you to use to report repairs is completely useless you can report repairs repeatedly on Myhome and they will do nothing about it,we’ve reported the leaking gutters for 5 years now,even had Stonewater employees take pictures of the leaking guttering,it’s been leaking that long now the brickwork is disintegrating,it’s glaringly obvious that the gutters are leaking but Stonewater have absolutely no intention of repairing it.
This is just one example of many repairs that Stonewater ask you to report then do their utmost to avoid repairing.
The relentless fly tipping that we have had to endure from Stonewater customers for over 4 years now is a seriously exhausting,mentally draining,disgusting experience,repeated reporting of the fly tipping almost on a weekly basis to Stonewater and they think it’s entirely acceptable to leave rotting food waste,broken furniture,appliances etc for months and months on end,it doesn’t matter how much you report fly tipping they couldn’t care less about the repulsive conditions you have to come home to daily!
They’ve repeatedly promised to look into cctv to catch the culprits but it’s empty words as usual,it would be pointless anyway as even when you provide photographic evidence of customers fly tipping they do nothing to prosecute the said individuals for it,so they continue to fly tip waste!
Constantly chasing Stonewater is a full time job,chasing emails,phoning them is a hour of your life wasted on hold every time you call to the point you give up calling!
They allegedly have housing officers that inspect the site but as to what they inspect is a complete mystery to us as they repeatedly miss issues that we have! Our secure door entry system they recently installed has been a complete joke.
They installed the new entry system but didn’t bother repairing the already broken locks,again the locks have been reported repeatedly but still broken,our secure door entry is completely insecure and has been for some time!
The rear door to our communal garden which also has a broken lock,again reported repeatedly.
This is a fire door so it is meant to be kept shut after use to prevent the spread of fire,yet this door is constantly left open by one resident’s teenage children who insist on smoking in the communal area which apparently is against Stonewater’s smoking policy,yet again this has been reported repeatedly as usual Stonewater couldn’t care less,it clearly shows after 3 years of reporting this issue to Stonewater they have absolutely no concerns about the safety or security of it’s residents which Stonewater claims is one of it’s priorities,it very,very clearly isn’t!
Pretty much all the interactions we have had with Stonewater in the past 5 years have been a depressing,mentally draining and soul destroying experience and it shows absolutely no signs of ever improving our site was a really nice place to live but since Stonewater took over it has been a systematic managed decline to the point that the site now resembles a third world ghetto!
As a leaseholder we are supposed to receive a figure for the service charges on a yearly basis which Stonewater have admitted to in writing.
For the past 3 years Stonewater have failed to provide any form of figure for the yearly service charges,no figures to substantiate these charges and the services they provide are an absolute mis managed joke!
Despite it being against the law to fail to provide these figures and having chased it repeatedly with Stonewater, they have still yet to provide any form figures for the service charges for the past 3 years!
How exactly are you supposed to pay the service charge when you have no idea of what the amount it is?
It’s absolutely farcical that an organisation of this size thinks that this is acceptable practice for its residents!
I cannot believe that a huge multi million pound organisation can have such a deplorable attitude to its residents and properties.
If you are offered a Stonewater property and you value your mental health,and want a safe,clean place to live then please for your own sanity find somewhere else,otherwise your life will become a never ending,soul destroying nightmare.