Stonewater Reviews 2,962

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.

Watch this space for a full report, on calamity Kevin rudd , in detail

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

Stonewater’s latest strategy appears to be: fix the chaos by removing half the people who might actually fix it… and somehow deliver even less service than before (a bold target, to be fair).

Meanwhile, the two £120k Group Director roles remain firmly untouched — because nothing says “back to basics” like doubling down at the top while everything else quietly unravels.

At its core, it’s not complicated:
1. Do what you say you’re going to do
2. Fix things when they break
3. Make your staff accountable

Revolutionary stuff, apparently. mess

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.

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 🥰💞💖