COSY MONDAYS ↓ Our Cosy Mondays sessions have proved so popular they have been extended to run all year round. Around 900 people attended in 2024/25. We received more than 1,000 responses to surveys and workshops from customers and colleagues which have helped to shape our Five-Year Plan for homes, tenants and communities.
Tenants Annual Report
We’ve improved our performance on repairs, anti-social behaviour and the timescales that we respond to damp and mould, and all of this has continued into 2025/26. New skills and experience have been brought in to our Housing Team. This has led to more collaboration with our communities and other services, and housing officers being more visible in their areas. Many of these improvements have come from your feedback and you have also played a major role in developing our Five-Year Plan, which sets future priorities for homes, customers and communities up to 2030. A key part of this is our Customer Voice Strategy which you have helped to create and shows how you can influence how services are run and how we respond to your views. These plans will contribute to exciting times ahead for Southway and our communities as our staff, partners and volunteers continue to support our tenants. A year in review Highlights from 2024/25 We’ve had another exciting year with lots happening in our communities and across Southway to improve services and how we work with our customers.
Cosy Mondays
WALKABOUTS ↓ Staff have been getting out and about in our communities by going on regular walkabouts on our estates.
Rent collection Target: 99.5% Achieved: 100.72%
Customer Hub calls answered Target: 90% Achieved: 79% Up from 74% last year. We received 80,286 calls, 1500 down from the previous year due to service improvements.
Complaints responded to in time 100% of complaints were responded to on time. Following the introduction
Homes meeting the decent homes standard 100%
The rent collected includes rent arrears from previous years.
of a new Customer Experience Team in November 2024.
12 southwayhousing.co.uk
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