stonewater repairs
If you need to report a repair to Stonewater, use the MyHome portal or app where available, or call 01202 319119. Keep a dated record of the fault and every contact. Stonewater publishes a two-hour call-back target during busy periods and says email enquiries are answered within two to five working days.
Key Takeaways
- Reporting a Stonewater repair through the MyHome portal or app gives you a digital trail that is far harder to lose track of than a phone call.
- Logging every contact with a date and reference number puts you in a strong position if the repair stalls and you need to escalate.
- Stonewater commits to a two-hour call-back during busy periods, so a missed call-back is a clear milestone you can chase.
- Email enquiries can take two to five working days, which means urgent faults should go through the phone line rather than the inbox.
- If response times slip repeatedly, documenting the delays and citing their published targets is your fastest route to getting the job fixed properly.
For urgent faults, use the telephone route and ask what action will follow. If you cannot get a response, keep the report reference and make a written complaint through Stonewater’s complaints process. The steps below explain how to report a problem and check who is responsible for the work.
Reporting a Stonewater Repair: Every Channel and When to Use It
Choose a reporting channel that gives you a record, then make the issue easy to assess. A clear description helps distinguish a routine repair from a fault affecting safety, security or essential services. If a communal door lock, entry system or access control has failed, say which entrance or equipment is affected and whether residents can still enter safely.
MyHome portal and app: the primary reporting route
Use MyHome to submit a repair request if you can access the portal or app. Include the property address, room or location, when the fault began, and any change in its severity. Save the confirmation, reference number and a screenshot. If you cannot use the digital service, contact Stonewater by telephone or email.
Stonewater repairs phone number and opening hours
Stonewater’s customer service line is 01202 319119. Stonewater says the line is staffed during opening hours and out-of-hours cover is available for urgent repairs. Check its current contact information for opening hours, as they are not specified here. During busy periods, its published call-back target is two hours; email enquiries are answered within two to five working days.
Out-of-hours and emergency reporting
Call rather than relying on email when a fault needs urgent attention, such as a serious leak, loss of essential services or a security defect that leaves an entrance unsafe. Describe the immediate risk and ask whether an operative will attend or temporary safety measures are needed. If anyone faces immediate danger, contact the emergency services as appropriate.
What to record at the point of reporting
- Note the date, time, address, affected room or communal area, and a plain description of the fault.
- Explain any safety, health, security or access impact, and whether the problem is worsening.
- Ask for a reference number, expected next step and appointment details. Record the name or team you spoke with.
- Photograph the defect where safe, and keep copies of messages, call notes and appointment updates.
Who Fixes What: Stonewater's Responsibilities Versus Yours
Responsibility depends on your tenancy or ownership agreement, the defect’s location and its cause. For tenants, landlords generally handle the structure and exterior, fixed installations for water, gas, electricity, heating and sanitation, and communal areas. Check your tenancy agreement and Stonewater’s repair guidance for the exact division. Report a defect even if you are unsure who must pay; do not assume a communal security fault is a tenant’s responsibility.
Landlord responsibilities under a secure or assured tenancy
For a rented home, tell Stonewater about faults involving the roof, external walls, plumbing, heating, electrical installations, drains or shared facilities. The landlord’s repair duty and the repair standard depend on the agreement and applicable law. Describe the defect and its effects rather than diagnosing the cause yourself. Report water coming through a ceiling and any affected electrics, not merely a mark on the paintwork.
Tenant responsibilities and rechargeable damage
Tenants are usually expected to look after the home, report problems promptly and pay for damage caused by themselves, household members or visitors, subject to the agreement and circumstances. A charge should be explained, with the work and reason set out. Ask for an itemised breakdown if you believe the cost includes work that belongs to the landlord’s repair duty. Avoid altering or repairing fixed systems without permission.
Shared ownership and leaseholder: how the split changes
Shared owners and leaseholders should check the lease, service-charge terms and any repair handbook. Responsibility can differ for the home’s interior, structure, communal spaces and shared services. Ask Stonewater to identify the relevant lease clause or policy before authorising chargeable work. M&E Property Solutions specializes in the restoration and repair of building interiors and exteriors; its Building Fabric Repairs & Maintenance covers building fabric work, but the lease or tenancy still determines who pays.
Emergency, urgent and routine repair timescales
Use Stonewater’s repair classification and current service standards to confirm the target for your job. Awaab’s Law phase one began on 27 October 2025 under the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025. For prescribed emergency hazards, landlords must investigate and make the hazard safe within 24 hours. This is not a general completion deadline for every repair.
| Category | What it means for reporting | Timescale to check |
|---|---|---|
| Emergency hazard under Awaab’s Law | Report the danger and its effects immediately, including damp and mould concerns in scope. | Investigation and making safe within 24 hours. |
| Other urgent repair | Explain any risk to health, safety, security or essential services. | Ask Stonewater for the applicable target and interim measures. |
| Routine repair | Give access details and describe the defect clearly. | Confirm the appointment or completion target when reporting. |
Access appointments, alterations and contents insurance
Provide reasonable access and tell Stonewater promptly if an appointment cannot be kept. Keep confirmation of agreed visits and report missed appointments. Get written permission before making alterations. Contents insurance may cover your belongings, but it does not replace the landlord’s duty to address a repair; check your policy if a leak or other defect damages possessions. For work within your responsibility, Building Fabric Repairs & Maintenance is a service option for building fabric repairs, with scope and cost agreed before work begins.
Damp and Mould Under Awaab's Law: Fixing the Cause, Not the Stain
Damp and mould need a repair that addresses the source of moisture, not just the visible patch. When reporting stonewater repairs involving damp or mould, describe the affected rooms, extent of the problem and any health or safety concerns, then ask how the landlord will investigate the cause.
The 24-hour hazard investigation rule explained
The 24-hour requirement applies to prescribed emergency hazards, not every report of condensation or discolouration. A landlord must assess the hazard and make it safe within the required period; permanent repair work may need further steps. Awaab’s Law followed the death of Awaab Ishak after exposure to damp and mould, placing these hazards in the emergency tier. If the problem affects someone’s health, say so and request details of the investigation, safety measures and next actions.
Tracing the repair chain: roof, pipe, then remediation
Use this sequence to ask whether the full defect has been addressed. A visible stain can be the final sign of water entering elsewhere, such as through a roof, external wall, failed seal or leaking pipe.
Entry point or leak → water ingress identified → source repaired → affected materials assessed and dried → mould treated and damaged finishes restored.
Ask what inspection identified the source and which work will prevent further moisture entering. For a defect in a communal area or building fabric, identify its location and request the repair plan. M&E Property Solutions specializes in the restoration and repair of building interiors and exteriors. Its Building Fabric Repairs & Maintenance is a relevant service; responsibility for arranging or paying for work still depends on your agreement and the defect.
Why a repaint without a defect fix always fails
Painting over mould can hide staining temporarily, but it does not stop water entering or resolve persistent damp. If the source remains, mould may return and affected plaster or other materials may deteriorate. Ask for the cause, repair work and follow-up treatment to be recorded separately, so it is clear whether the leak was fixed and what happened to the damp materials.
M&E Property Solutions also provides Building Fabric Repairs & Maintenance. In occupied buildings, work should be planned to limit disturbance while addressing the building defect.
The Escalation Ladder: From Ignored Email to the Housing Ombudsman
If a repair report receives no meaningful response, move from informal follow-up to a formal complaint and keep each step in writing. Stonewater publishes a two-hour call-back target during busy periods and says email enquiries are answered within two to five working days. Those are contact commitments, not a guarantee that repair work will be completed within that period. For unresolved stonewater repairs, record the original report date, explain the continuing impact and ask for a clear decision on next steps.
The 10 working days and 8 weeks after your report: a dated timeline
Separate the repair timetable from the complaint timetable. A missed email response does not itself start the formal complaint stages; tell Stonewater explicitly that you are making a complaint and state the outcome you seek. Housing Ombudsman guidance gives landlords up to 10 working days to respond at stage one. If the complaint remains unresolved, you can request stage two. The Ombudsman can generally consider a complaint after the landlord’s final response or when eight weeks have passed since the complaint was made without a response.
| Point in the process | What to do | Record to keep |
|---|---|---|
| Initial repair report | Follow up if the published response window passes, and state any worsening risk. | Report date, reference and copies of messages. |
| Formal complaint, stage one | Set out the failure, its impact and the remedy requested. The published complaint response period is up to 10 working days. | Complaint acknowledgement and dated response. |
| Stage two or Ombudsman route | Ask for stage two if the first response does not resolve the issue. Approach the Ombudsman after a final response or when its eight-week threshold is met. | Both complaint responses, or evidence of the delay. |
Building the evidence pack: photos, logs and correspondence
Keep one chronological file with dated photographs or video, repair references, appointment records, emails, letters and telephone notes. For damp, record affected rooms and surfaces and whether the condition changes; do not disturb suspected hazardous material to obtain evidence. Note missed visits, repeat faults and practical effects such as loss of access or damage to belongings. Save original files where possible, and label copies with the date and location.
Formal complaint stage one and stage two
At stage one, explain what happened, when you reported it, what remains unresolved and how it has affected your household. Ask for specific remedies, such as an inspection, a written repair plan or an explanation of delays. If the response overlooks evidence or fails to address your requested outcome, ask Stonewater to review the complaint at stage two and identify the points still disputed.
Taking the case to the Housing Ombudsman
The Housing Ombudsman is the independent route for eligible complaints about a social landlord’s handling of a repair. Send your evidence pack, complaint correspondence and a concise timeline. Explain the outcome you sought and why the landlord’s response did not resolve the problem. Check the Ombudsman’s current eligibility and referral guidance before submitting, as the route depends on the complaint stage and circumstances.
Disrepair claims and when to get legal advice
An Ombudsman complaint and a legal disrepair claim are different routes. If you are considering court action, facing significant damage or health effects, or receiving a legal notice, seek advice from a qualified housing solicitor or an appropriate advice service. Keep reporting urgent risks through the landlord’s repair channel while obtaining advice; a complaint referral does not itself repair the defect or replace emergency action.
Paying Fairly for Repairs That Are Yours: A Contractor's Price Checklist
If your tenancy or lease makes you responsible for a repair, ask for a written price and defined scope before authorising work. A fair quote should identify the fault, proposed repair, labour and materials, any call-out charge, and whether VAT is included. This is useful for heating and plumbing jobs, where a symptom such as a cold radiator may have more than one cause. At M&E Property Solutions, Building Fabric Repairs & Maintenance covers building fabric work, including plumbing. Agree the work and cost in writing before a contractor starts.
What a fair quote for heating and plumbing work should include
Check that the quote matches the reported fault and separates inspection from repair work. Ask what parts are included, whether extra work requires your approval, and what paperwork you will receive. If the job involves a gas appliance or electrical work, confirm that the relevant qualified professional will carry it out and provide applicable records. Keep the quote, approval and invoice together. Building Fabric Repairs & Maintenance is one service option for building repairs; request a clear written scope before deciding whether it fits your needs.
- Fault and proposed work described clearly
- Labour, materials, call-out charges and VAT itemised
- Any exclusions or extra-cost approval process stated
- Relevant certification or completion records identified
Red flags: upfront cash, missing certification and scope creep
Pause if a contractor demands full payment in cash before explaining the work, refuses to provide a written quote, or cannot say what certification applies to the task. Be cautious if the agreed job expands without a clear explanation and your approval. Ask for the new scope and revised price in writing before work continues. An identifiable uniform and displayed identification card help with security when a technician attends, but still check the contractor’s details and agreed appointment.
Avoiding the free-inspection scam
A free inspection is not automatically a problem, but establish what it covers and whether it leads to a paid quote, a call-out fee or a sales obligation. Do not authorise remedial work until you have the findings, price and scope in writing. If the issue may be Stonewater’s responsibility, check your agreement before paying for an independent repair, and keep inspection notes to support a reimbursement request or complaint.
Frequently Asked Questions
How do I report a repair to Stonewater?
Stonewater repairs can be reported through the MyHome portal or app, or by calling 01202 319119. The digital route gives you a confirmation and reference number, so save a screenshot. Whichever channel you choose, keep a dated record of the fault and every contact you make.
What is the Stonewater repairs phone number and when is it staffed?
The Stonewater repairs phone number is 01202 319119. The line is staffed during opening hours, with out-of-hours cover for urgent repairs, so check Stonewater's current contact page for exact times. During busy periods, Stonewater's published call-back target is two hours, and email enquiries are answered within two to five working days.
Which repairs is Stonewater responsible for and which are mine?
Responsibility depends on your tenancy or ownership agreement, the defect's location and its cause. Landlords generally handle the structure and exterior, fixed installations for water, gas, electricity, heating and sanitation, and communal areas. Tenants usually maintain the home, report problems promptly, and pay for damage caused by themselves or visitors.
How long should a Stonewater repair take?
Stonewater repair timescales depend on the repair classification, so confirm the target when you report the job. Other urgent and routine repairs have separate targets you should ask about.
What do I do if Stonewater has not responded to my repair emails?
Keep your report reference number and make a written complaint through Stonewater's formal complaints process. A repair log with dates, reference numbers, photographs and missed appointments strengthens your position. If the fault is urgent, call 01202 319119 rather than relying on email, and ask what action will follow.
Should I report a repair if I am unsure who is responsible for it?
Yes, report every defect even when you are unsure who must pay for the fix. Do not assume a communal security fault, such as a failed entry system, is a tenant's responsibility. Shared owners and leaseholders should ask Stonewater to identify the relevant lease clause before authorising any chargeable work.
What information should I record when reporting a Stonewater repair?
Note the date, time, address, affected room or communal area, and a plain description of the fault, including any safety, security or access impact. Ask for a reference number, the expected next step and appointment details, and photograph the defect where safe. Keep one repair log with everything in it.
