Customer and community
Damp and mould
Stonewater has created a cross-directorate taskforce to tackle the inevitable increase in damp and mould queries since the events that followed the tragic death of Awaab Ishak in Rochdale in 2020. In addition to the taskforce, Stonewater has introduced a Special Projects team within the Homes (asset management) directorate and procured a specialist damp and mould contractor (QEST).
All Stonewater frontline colleagues have already received intensive damp and mould training and its wider colleague base are encouraged to undertake specialist e-learning on the issue.
Stonewater realises customer engagement is key to tackling damp and mould and as such speaks to customers on a regular basis through live social media discussions, works collaboratively with its Customer Scrutiny Panel and, most recently, conducted a survey to increase its insight of customer perceptions relating to damp and mould.
Customer support
Our Customer Commitments set out the service customers can expect from us, helping to make sure that every interaction with us is a positive one.
We have worked with our customers to set these commitments, making sure that we have clear and reasonable standards in the areas that matter most.
We’re committed to strengthening the relationship we have with our residents. That’s why we’ve signed up to the National Housing Federation’s ‘Together with Tenants’ campaign.
Longleigh Foundation
Longleigh Foundation was originally set up in late 2015 by Stonewater in recognition that many of our customers – in both independent and supported housing – and the communities they are part of, had needs which were not being met. Today, this original motivation remains as relevant as it was back then.
We continue to work with Longleigh Foundation to understand better the challenges facing our customers and to develop solutions where available support falls short. This will include the commissioning of wider research and the provision of grants to individual customers to help them maintain their tenancy.
Find out more about Longleigh Foundation here: