Inspection update and next steps
In June, we updated you on our inspection results from the Regulator of Social Housing. The inspection highlighted many things where we’re doing well and where we’ve already made significant service improvements, but we still need to do more in some areas. We received a C2 grading for new Consumer Standards and compliant V2 and G2 ratings for financial viability and governance. Read more here www.southwayhousing.co.uk/about- us/news-events/news/performance/ southway-receives-latest-inspection- judgement/ We’ve been making changes over
the past 12 months which are already starting to have a positive impact on our customers, and we have a plan in place with the Regulator for further improvements. The main points of this plan include: • Surveying every home to better understand its condition and where investment is needed • Keeping Southway’s Board updated on how tenant feedback and audits are helping to improve services • Reviewing how tenants shape our services and improve opportunities for tenants to influence decisions • Reviewing our Tenant Scrutiny
Panel and attracting a more diverse membership • Continuing to update customers on how we’re learning from their complaints • Continuing to communicate regular performance information with customers • Providing additional assurances to show our decision-making and risk management processes are strong and reliable.
We will keep in touch with further updates soon.
How we are responding to inspection results
We’re committed to making sure our Repairs and Customer Hub services continue to reach a high standard and the improvements we’ve been working on are making a difference. After narrowly missing our targets for repairs and percentage of calls answered by the hub between April and June this year, we’re pleased that we’ve exceeded them for July and August. Our Complaints Team is also continuing to resolve 100% of stage 1 complaints. We’re committed to continuously improving the service provided by our Customer Hub and have set ourselves an ambitious target for resolving queries first time. Our rent collection targets are very high, and last year we exceeded them by collecting rent arrears from previous years. The collection rate has dropped slightly, and we know the rollout of Universal Credit continues to affect many of our tenants. We understand the cost-of-living crisis hasn’t gone away, and we’re here to help. If you’re struggling with your rent, please don’t hesitate to contact us. There’s nearly always something we can do — whether it’s providing support or helping you check if your household income can be increased.
Actual performance (April–June 2025)
Performance measure Repairs completed first time
2025/26 Target
July 2025
August 2025
95%
94.40% 95.80% 97.30%
Rent collected against target
100%
97.40% 97.09% 96.24%
Customer Hub % calls answered Calls resolved at first contact Stage 1 complaints resolved Overall customer satisfaction (From regular feedback surveys)
90%
87% 92% 95%
90%
84% 83% 82%
100%
100% 100% 100%
93%
92.16% 89.40% 94.10%
14 southwayhousing.co.uk
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