Delivering essential services
Things have changed but we’re still here for you
Who’d have thought last March that we’d now be in a second year under Covid restrictions? 2020 was the year everything changed for all of us. As a result, we changed how we delivered our services. And while some change worked, other times we didn’t get it right. By listening to what you tell us, we’re going to keep improving our services so they’re easier, better and more efficient for you.
For instance, you told us that you like working with us online. One customer said: “Since I have moved in I have needed to report a couple of repairs. I found it extremely easy reporting these online as this suits me better.”
That’s why we’ve worked hard on MyHome to make it even more the ‘go-to’ place to manage your home. It’s quicker and easier than waiting on the phone for the majority of those things you need.
You also told us that speed of service and getting back to customers hasn’t been as good as it could be, so we’ve put extra focus into getting things right first time when you get in touch, without having to wait for someone to get back to you.
When that isn’t possible, we’ve changed things round so there’s more specialist help when it’s needed - we no longer have area-based teams. Instead, we have specialists working across the country who can help with those issues we can’t solve straight away. We recognise that in some of our services, like our Retirement Living services, local is important to you, so you will still see a Stonewater face on site to carry out essential safety checks.
We’ve also been working more closely with our contractor partners to make sure that appointments are more flexible and convenient for you.
As we continue through the pandemic and as we emerge out the other side, we are and always will be, still here for you. Have a look at our video below for more information.
We’re always looking to make Stonewater the best we can be for customers. If you’d like to help us, please contact us at customer.engagement@stonewater.org, putting ‘Neighbourhood Management’ in the subject box. Or why not get involved on the Customer hubb or follow and like our Facebook page?
Delivering essential services
Manage your home with MyHome
Have you heard of MyHome? More than 11,000 customers are already using our free, online service to manage their homes with us.
It’s quick, easy and secure way -all from your phone, tablet or computer, 24 hours a day.
You can already use MyHome to:
- Check rent balance
- Diagnose and report repairs
- Set up direct debits
- Make payments
We’re delighted to tell you that you’ll soon be able to book repairs yourself in MyHome. Over the next few months, we’ll start rolling this out across the country. You may not notice it appear straight away on your MyHome account but don’t worry: when it goes live in your area, we’ll let you know how it works. Look out for more information coming soon.
Repairs booking is just one of the new customer-inspired features we’ll be adding this year, as we continue to respond to your suggestions to make MyHome the best place to manage your home.
Don’t forget, we can only make the changes that matter to you - and tell you about them - if you get involved and join the conversation. Find out the latest news by taking a look at our Facebook page or joining our Customer hubb.
You can also update your mobile or email address, or change your marketing preferences so we can keep you up to date by visiting the ‘My tenancy’ page on MyHome.
And finally, if you haven’t registered for MyHome yet, no problem! Just find your account reference number on your tenancy agreement or your annual rent and service charge statement. Then you can register here.
Behind everything you do online, a member of our team is working to make sure you get the best service possible. We are still here for you throughout the pandemic, and beyond.
Delivering essential services
Is your repair an emergency?
We know that when something in your home needs fixing, you want it to be done as quickly as possible.
The quickest and easiest way to report a repair is on MyHome, where you can do this at the time that suits you best - 24 hours a day, seven days a week. You can now also report not having hot water and heating on there too.
You can also call us on 01202 319 119 - Monday to Friday from 8am to 8pm, and Saturdays from 9am to 1pm. Outside of these times, you can report emergency repairs only by calling this number to get through to our out of hours service.
Emergency repairs include any issues that are an immediate risk to you and your household or could cause serious damage to your home.
These are things like a major water leak that can’t be contained, or if you have no heating or hot water, or if there is a problem with the lighting in communal stairways or corridors that could be dangerous.
At the moment, some of our non-emergency repairs will take longer than usual to complete due to colleagues and contractors being off with Covid-related symptoms or needing to self-isolate. Please only use our out of hours service to report an emergency, so we can prioritise those customers who need us the most.
We know it can be frustrating when you’re waiting for a non-emergency repair but please be assured that we will work with our contractors to get it sorted for you as soon as we possibly can.