Becky

The replies by Stonewater to 1* reviews say to email, this is pointless as they never respond/ignore them

Update: the repair to the gutter was May, it was done then next day still the same so had to raise repair again. My review was about maintenance not being done NOT the repair

Update: a job has been created for rubbish cleaning of communal area - for routine gutter maintenance, really?

Contacted Stonewater regarding attached properties gutters, they have never been cleared, one tenant has been there over 30 years and never had gutters cleared, I have pictures of them pouring with water, walls are wet from broken gutters and never dry, told that I would be contacted by relevant department-never heard anything. Made a complaint-no response, contacted them again, told it would be chased up-still no response

Update: the job was for damage to my guttering not for routine maintenance of gutters that should be done. Stonewater won’t bother with this update anyway, there’s no point in emailing as it will be ignored.

Update: water pouring from gutters as recent as today

I’ve had loads of problems with them. Complaints/contacting them they never reply to, they say to email but don’t respond/ignore so this is pointless, but if you owe rent they call you constantly so they are able to contact tenants for this but don’t for any other reason. Their contractors do a bodge/poor job if they turn up, mark job as complete despite not showing up. Contractors have told me that they don’t want to spend money and will do anything to save even pennies on jobs, I’ve had contractors cause damage, Stonewater are not interested and had to pay for damage to be repaired myself. I have a high level of moisture in property, signs show there is moisture in wall but Stonewater are not interested/bothered and ignore me, their solution - keep windows open 24/7, have heating on full 24/7 (even in summer) no amount of ventilation and heat will help this. They made up I wasn’t prepared to have heating on 24/7 due to the cost but in Stonewater’s world running 3 dehumidifiers is free. They told me to stop using them and let mould develop, that it isn’t harmful to health, this is dangerous advice, thank god I didn’t listen but other tenants would. They then made an appointment to cover the non-existent mould, yeh this a great way of dealing with it 😂 They tell lies to tenants, MP’s and environmental health. They don’t do required maintenance on properties. They lost documents. If I had known how bad they are would never had accepted property.
How they are still going when they are so bad and incompetent is beyond me.

Update : complaints procedure/how to make a complaint and emailing you 😂 YOU NEVER RESPOND. I’ve made several, none have ever been responded to,

These 5* reviews look suspicious. I’ve had aload of problems with them. These 1* reviews show how awful they are. Complaints never replied to, ignored, lies, bodge job contractors (cheaper) repairs not done, take ages or a poor job done, often mark jobs as ‘complete’ when then haven’t attended. They try to look amazing but the truth is very different.

The MVHR saga continues, work started, old unit was removed, scaffolding was put up, I was told the unit/parts had been delivered so work could start, now told they haven’t been received and no return date. The contractors removed the chain and lock on protector on ladder on scaffolding and left it on the ground, now with the slightest wind it bangs and makes a horrendous noise, they also left rubbish in front of property
Still no extractor fan 😡
It’s taken 2 1/2 years of battling with them

MVHR is finally being done - after 2 1/2 years of battling with them. They are closing my damp and mould case as they don’t see 3 dehumidifiers,20 moisture absorbers in a 1 bedroom bungalow,moisture loving bugs, musty smell and deep cracks around doors and windows an issue - so this battle will have to continue. They have said MVHR unit will sort it, previously they said fixing trickle vents and another time having heating on high 24/7 will sort it 🤔
Sewer was blocked on weekend, water company said that it was due to a poorly fitted rat vent, a drain survey was completed by a Stonewater contractor (which I had to fight for) they found every attached property (3) had damaged drains and rat vents needed to be fitted, Stonewater said they lost report so couldn’t do the work, I had saved it so sent it to them so no excuse. Another bodge/poor job was obviously done by Stonewater’s contractors resulting in blocked sewer.
Everything is a fight with them.

Stonewater are awful
I’ve been a tenant for 2 1/2 years, the property was in a terrible state, took a load of money and 6 months to make it liveable, rubbish in garden and bin shed, garden was like a jungle, looked like it had never been cleaned, meters had a load of debt on them, repairs were apparently done yet I reported 21! How they thought it was ok to let is beyond me. Rat infestation, they got into my property 4 times, 1 died in the wall, they caused damage, Stonewater arranged pest control, they have used 3 companies in my time here, they were all rubbish so got my own, had a contract, it normally takes a few months for no takes on bait yet it was so bad it took 2 1/2 years. When they accessed under my bath the Stonewater pest control couldn’t get the bath panel off yet my pest control, cleaners, environmental health didn’t have a problem, they also couldn’t go into loft as didn’t have a ladder (couldn’t make it up) had the loft cleared as it was bad from rats, nearly all the wiring had to be replaced, had to get MP and environmental health involved to get this done, extractor fan unit is in loft and badly damaged beyond repair so I don’t have extractor fans, this is ongoing, attached properties were refused although it was in pest control report that it was a fire risk and needed to be done ASAP, I put this on their Facebook page which riled them up, it was done a few days later. I had to contact MP and environmental health to get things done, a drain survey was then done, mine and attached properties were damaged, Stonewater said they couldn’t do the work as report lost, I had saved it so sent it to them. Permission for walk in shower was also lost, so I sent them that as well. I requested areas where rats had been to be cleaned - ignored, so I payed for it myself, I claimed on money claim online, they defended the claim, said there was no issue, although environmental health, cleaners, my pest control report said different.
Moisture in property, 3 dehumidifiers, 20 moisture absorbers in a 1 bedroom bungalow,Stonewater say this is fine, deep cracks around windows and doors (I have pictures of these) Stonewater say these are settlement cracks, in a property that’s over 30 years old really?
I’ve got windows that won’t open, myself and neighbours have contacted Stonewater about rotten windows and doors - ignored, I’ve had to have carpet under front door repaired as it rotted.
I’ve got pictures of attached properties guttering pouring with water, the residents have been there years but never had gutters cleared, I can hear the water pouring from my property.
I had kitchen replaced, had 2 leaks, the caulk between tiles has cracked, burning plug sockets, the tiles were then cracked by electrician It was supposed to be cleaned and decorated, pictures show otherwise, floor took 12 mops.
Lies told to myself, MP and environmental health.
The contractors they use do poor and bodge jobs so I pay for most myself.
Several contractors have told me that they would even try to save pennies on a job.
Most residents won’t be able to pay for what for what I’ve had to, Stonewater don’t care, all they care about is getting their rent.
Numerous complaints and contact - all ignorned.
Several media articles and news reports of their failings.

Update 12/11/25 email-great idea-get ignored
I’ve contacted and complained numerous times about all these issues-all ignored

Update from 5/9/25
Yesterday Stonewater’s damp and mould team visited (again) with a surveyor (got MP involved, previously they said it was dealt with and closed, when I got MP involved decision was changed) Fobbed me off yet again. The clearly visible water in moisture absorbers and dehumidifiers (3 dehumidifiers on 24/7 and 20 moisture absorbers in a 1 bedroom bungalow) as there was no damp visible as these keep it away they don’t see an issue though the clearly visible water should be a clue there is a moisture issue and if I didn’t use these then the property would be black. 5 moisture absorbers and dehumidifier in kitchen they say is normal as the amount of moisture produced 🤔 I get 1 might be necessary but this is excessive. Deep cracks on every door and window, which I have sent photos of (say they have no knowledge of this) and they have previously seen, they said that the property is settling, whilst I know that cracks appear in new properties but a property that is 30 years old?🤔 a draught can be felt on all outside walls and temperature increases dramatically despite fan running 24/7, I get that dehumidifiers produce heat but with fans, windows open, really? cracks around windows and doors, draught through walls and temperature increasing are all signs of lack of insulation/damp in walls but this was dismissed. Moisture loving bugs daily, mainly woodlice but a few centipedes, (handheld hoover comes in handy) they didn’t have a response to that. Carpet damp to touch, didn’t have a response to this. The HVAC unit (extractor fans) they say was purchased privately (how do they know this?) although it was here when the property was built and a lot of properties have them, they say they are not responsible for it. They said to stop using dehumidifiers and moisture absorbers so mould will develop and it can be cleaned off, I told them that it won’t sort the issue and will have to pay to decorate again. Yet again told that mould doesn’t affect health.
2 years of high energy costs from dehumidifiers, purchasing them and purchasing moisture absorbers, lies, being lied to, ignored and fobbed off by them has made me very angry 😡
There’s several media articles with damp and mould issues where Stonewater are named.

Update 18/9/25 Stonewater don’t bother with updates, they told a load of lies to MP, made out I was the one lying.

Update 18/9/25 yet appointment was made on 1/4/25 to cover the non-existent damp and mould which shows what you do for damp and mould issues. Stop using dehumidifiers and moisture absorbers as Stonewater want mould to develop would be a great idea 😂Covering it will not sort the issue. Covering it, it will just come back it doesn’t sort what’s causing it.
There is no damp and mould present because the dehumidifiers and moisture absorbers keep it away but surely the clearly visible water in these would be enough to know there is moisture in the property.

Update 19/9/25 they also lied to environmental health-said all repairs/issues were done

I’ve reported damp and mould for the last 2 years. Rep from excellent damp and mould team 😂 attended, they said replace trickle vents and stop using dehumidifiers will sort the problem (yeh right) my extractor fans haven’t worked for 2 years, reported numerous times but ignored. It is a HVAC unit, previous HA’s have repaired/replaced them. The damp and mould team requested Fortem to attend to repair it, they said they don’t do it and Stonewater won’t pay for it. They then requested CCS gas team to repair it, I said that it isn’t powered by gas but ignored, a simple google search will confirm this, they said they don’t do it, they have now requested Fortem to re-attend - I can guess how that will go. A lot of properties have HVAC units installed but when they break/reach end of life as Stonewater won’t repair/replace them, you go without fans.

Update 21/7/25 Stonewater believes Fortem can do it

The property shows signs of poor insulation in walls,the damp and mould rep dismissed this, it makes the property warmer, dehumidifiers also increase temperature, I use fans 24/7 but temperature just increases (just as well I can with the energy cost) it’s like an oven in the property. A contractor recently asked me if I had the heating on.


Update 22/7/25 Stonewater never respond to/ acknowledge updates!

I was asked for picture's of rats in property by Stonewater from pest control as pictures of bait taken, gnaw marks, noises and droppings are not enough. Rats are nocturnal and I don’t think any pest controller would come out at night and wait for possibly hours for a picture.

Update 30/8/24 I didn’t get a stage 1 complaint response

Im in a Stonewater property (housing association) in Swindon. It says on their website that tenants must leave it clean and no rubbish-it looked like it had never been cleaned and there was a load of rubbish, contacted Stonewater-no response. I had to pay for rubbish removal and cleaning at my own expense.I had rats in my property nearly a year ago before I moved in, damage caused, access hole required filling. Damaged flooring that needed replacing, the contractor that replaced the flooring caused damage, left a bad review (along with the others) received an abusive email from them, damaged plinth that needed replacing. It delayed moving in for a few months. In total 21 repairs prior to moving in, repairs were apparently done before it was let. The property required fumigation as there were a load of flies like something was dead. I requested cleaning after this from Stonewater-no response, I had to pay for cleaning myself. I  got a pest control contract to remain pest free as it states on their website pests are tenants responsibility, although I’ve been told this has now changed, but still says on their website it is the tenants responsibility. A few weeks ago ago noises in my loft, my pest control contract attended the next day, Stonewater requested Rentokil to attend, they called me (although I said to Stonewater I have no speech Numerous times) there was no other way to contact them, I left a bad review on Trustpilot stating this, they came a week later out of the blue and said the roof was old and needed replacing, Fortem said that will never happen, they said that they would send a report to Stonewater, they never did. Heard them in loft as recent as a few days ago. Stonewater say they have chased them and haven’t received report so won’t do anything. I had another infestation under the bath, my pest control contract attended, there is an access hole which has been temporarily blocked but needs filling ASAP, they done a report which I sent to Stonewater on March 4th. The bathroom is unusable due to the horrendous smell and made me ill, air purifier on 24hrs a day, can of air freshener a day. I had it cleaned at my own expense as Stonewater didn’t bother. Environmental Health have visited and contacted Stonewater. Rentokil attended a week later out of the blue a week later due to the Trustpilot review, took pictures and left. Stonewater have said they won’t do repairs unless I end my pest control contract. 7 weeks later to do the repair, in this time it was accessed again so the horrendous smell remained and the bathroom is still unusable. Contractors couldn’t find access hole outside and said they must be entering elsewhere. Stonewater have said they won’t do any repairs unless I end my pest contract. I made numerous complaints on their website-no response, wrote to them, signed for delivery-no response. Reported to Stonewater - no response. Pest control say they are accessing the property through somewhere else, sent report to Stonewater-no response. Other properties nearby have problems with rats but no longer report it as Stonewater don’t do anything. They don’t say there is an issue when you start your tenancy, wonder why 🤔Contacted MP, Stonewater said environmental health haven’t contacted them.
I’ve made numerous complaints-never any response
My speech is poor so unable to take calls.


All these 5* reviews seem suspicious