Stonewater Bewertungen 

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.

Tracey has been great, first time looking for a flat so I have no idea what I’m doing and I’m also disabled so I was quite worried about the process. Tracey was great from day one and really helped me understand the process and was always available if I had any questions. Stone waters booklets and information is very accessible to read as well. I also know if I’m stuck with anything they are just a phone call away.

Made several complaints and got totally ignored no response whatsoever, the whole street disappointed in what we used to think was a great housing provider.

So Stonewater is now telling lies, they have told my MP that all works have been completed. Well that's almost funny, the bathroom flooring and the mold not been touched, the boiler that's over 15years old and the rusty radiator not replaced. I do have a date for the holes in the ceilings to be done, but not for boxing in the pipes that stick out now due to the leaks. I have informed our MP that these things haven't been touched, let alone repaired. Honestly it's affecting my health having to constantly battle to get things done!!!! Will also be letting the ombudsman know that Stonewater lies!! The compensation offered on my stage2 complaint was an insult to be honest. I've had to cancel hospital appointments due to being so stressed out with all this. Why is it so hard to get SW to actually do repairs, is it personal now because I've had the cheek complain and write honest daming complaints??????

It’s good company specially thanks to Tracy she help me lot

I have been a tenant since november 2025 and since then I have reported over 100 repairs, it’s gotten to the point I’ve been told to stop contacting by phone and to only email, my emails get ignored and the phone calls just get hung up on when I tell them my details, I have fibromyalgia and things really are getting more difficult as the days go on I’ve got mould in my property that is causing flare ups which was originally supposed to be repaired for the 18th August, an operative attended at 4:30pm after I’d been waiting all day just to tell me it was an inspection for the works now been told 28th September is earliest date available Fortem can do this is an absolute joke

I have recently have gone over to stonewater property, the service is amazing and staff are very supportive and very helpful, very quick at getting back to you with emails. Very responsive and reassuring to know your in good hands and being listened to and they get the work done, customer communications is A*

I moved into a Stonewater property with absolutely no flooring, and as a parent to a young daughter, I had concerns about cleanliness and safety.

I applied for a flooring grant through the Longleigh Foundation with the help of Zahid hafajee, and he was absolutely amazing throughout the whole process. He asked for a little information from me so he could complete the application on my behalf, and he supported me every step of the way. Thanks to his help, I was approved for enough funding to have the areas that needed it floored.

Zahid was quick, efficient, professional and genuinely lovely to deal with. He made what could have been a stressful process feel so simple.

I honestly couldn’t recommend him enough. Thank you, Zahid, for all your help! ⭐⭐⭐⭐⭐

Absolutely disgusting excuse for a housing association

So we've been waiting nearly 12 months now for an answer from stonewater housing association to why they feel they can harass a vulnerable family by way of making up lies to gain access to our property, tell us the fence down the side of the property is so unsafe that my push bike leant against it could cause it to fall yet when I said that they need to get a structural engineer to come and access it I was told they've checked the land registry and it's not their fence so no worries it's all ok now!

Really just as it's not your fence it's suddenly fine ! I don't think so you are required by law to make sure it is safe regardless of who owns it!

Then we get to the real disability discrimination that shows they honestly don't care about their tenants as long as the rent payments keep rolling in and the answer they seam to be having the hardest to come up with is why did they threaten to evict us for drug dealing when they already had it on record that I'm a fully legal medical cannabis user registered with Curaleaf?

12 months on still no response to the questions and absolutely no help getting us away from a housing association that is starting to feel like we are under nazi control

***EDIT***

stonewater housing tried having this review removed claiming that it was illegal content!

No I think you will find that the ones that have been breaking laws os actually stonewater housing association!!!

Worst housing provider I've ever known. 4 months have gone since I requested a repair to a post box.. repair has not been done. Staff are useless and can't tell me why or when it will get done. Made a complaint, no one can be bothered to get back to me in regards to the complaint.

First complaint regarding bathroom refurb was sent in March 2026, raised to stage 2 complaint in May 2026.
Extension requested and was told complaint would be dealt with by Aug 24th.
Yesterday i received a TEXT ,not a call or email to say another extension until 22nd September. It is unbeleivable what can they need to investigate ?

Repairs are excellent- I called up on Friday after two of my windows weren’t shutting properly due to a safety feature on them, someone came out to repair in a few hours, and I’ve always had similar experience so in that sense, it has always been excellent. Can’t fault customer service, they are great and things get logged quickly and staff are kind and professional.
However, I’m currently going through a mutual exchange and the process has been awful. Not one bit of communication since a text was received to confirm all forms had been received, and that was nearly 4 weeks ago. I go on holiday on Friday, and this has been communicated numerous times, to let the housing team know I won’t be here for a week and to try and arrange an inspection before I go, as when I get back the 42 days deadline is nearly done and still not heard anything. Just a little bit of communication to let people know what’s happening would be good. It’s already a stressful and anxious time going through a mutual exchange, and this doesn’t help!

Stonewater are rubbish they don't care about anything and the repair Ian Williams are rubbish they don't do a good job and do it as cheep as they can Stonewater are there just to make money that's Stonewater all over

2nd time having to write a review on here because apparently communication isn’t stone waters strong point. Week on week now I am having to chase. Disgusting that you have a property that has been empty since March yet I am still in emergency accommodation because stone water don’t know what’s going on. In response to the response I have called and emailed a number of times and still no one has any idea of what’s going on with the property. Seems non of the stone water staff know who’s doing what.

They are a brilliant housing association supported me from the start of my new property

The most awful association. Feckless and useless ASB officer in the East of England and a complete liar. Do not care about ASB and violence, drug dealing etc

⚠️ MY PERSONAL EXPERIENCE WITH STONEWATER PLEASE BE AWARE
Hello, I am a tenant who recently moved into a Stonewater property, and I feel it is important to share my personal experience, particularly for parents with children who may be considering taking a property with this housing association.

Since moving in, my child and I have been put at risk following incidents involving someone who is not a tenant of the property. I have reported these incidents to Stonewater and have also provided the information and evidence to the police.

Unfortunately, I have been extremely disappointed with the response I have received from the housing association. From my experience, I have felt that my concerns have not been taken seriously enough, and the speed at which matters have been dealt with has left me feeling extremely frustrated and unsafe.

Another serious concern I have raised is CCTV being installed by other individuals within communal areas of the flats, including hallways, which I understand can potentially monitor residents and their children as they come and go from their homes.

What concerns me even more is that I have raised this with Stonewater, because the paperwork and information provided to residents appears to indicate that residents should not be installing their own CCTV in these communal areas.

Despite raising my concerns, I have not felt that the matter has been dealt with appropriately.

I am not making a legal determination about whether any particular camera is lawful. I am simply raising the concern that I have reported and asking why residents' privacy and safety concerns are not being properly addressed.

I have also been dealing with Helen Palmer regarding the investigation. At this stage, I have personally lost confidence in the process and do not feel that I am being properly listened to or supported.

I want to make it clear that I am sharing my own experience and my own opinion. I cannot speak for every Stonewater tenant or every property, but I can speak about what I have personally experienced since moving here.

Honestly, at times it has felt like I am trapped in a situation I cannot get out of. This was supposed to be a fresh start for me, my daughter and my family.

Instead, what should have been a positive new chapter has turned into an extremely stressful and frightening experience.

Looking back, I remember seeing negative reviews about the housing association when I was searching, and I wish I had taken those warning signs more seriously.

I am speaking out because I do not want another parent to find themselves in a situation where they feel unheard, unsupported and unsafe in their own home.

Please do your own research, read the reviews, ask questions and make sure you fully understand what support is available before making such an important decision.

I genuinely hope that by sharing my experience, it may help another family avoid going through the nightmare that I am currently experiencing.

I was helped by a lovely gentleman called Zahid Hafajee who is a tenancy support worker. He was exceptionally sympathetic to the financial struggle I have undergone over the last 14 months. Zahid worked with dedication on my case to provide financial support for myself and my children. It was so warming to have such a caring and understanding person to help me. I can not recommend this man enough.

I recently moved into my new apartment at The Lodge in Clapham, and I wanted to express my sincere gratitude to Louise Constable, Lettings Officer, and Debbie Riley, Manager, for the exceptional support they have given me.

From the very beginning of the application process through to signing my tenancy agreement, Louise was incredibly helpful, patient, and professional. She took the time to explain everything clearly, answered all of my questions, and made what could have been a stressful experience feel straightforward and reassuring.

Debbie also went above and beyond, not only during the moving process but even after I had settled into my new home. Her ongoing support, kindness, and willingness to help have made a real difference and has made me feel genuinely welcomed at The Lodge.

Both Louise and Debbie have shown outstanding customer service throughout. They have treated me with kindness, respect, and genuine care every step of the way. They are a real credit to Stonewater, and I feel very fortunate to have had their support during such an important time in my life.

Thank you both for making my move into my new home such a positive and memorable experience.

Regards,
Marva.