More customers tell us they are satisfied with Southway We’ve been working hard to improve the services we provide — and we’re really pleased to see that more of you are noticing the difference! Tenant Satisfaction Measures (TSMs) surveys give tenants a say on homes and services and show customers how their landlord is doing in key areas. These include keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management. Recent survey results show a clear rise in positive feedback across the board. Satisfaction has gone up in every single area compared to last year. What you told us — and what we did We’re especially proud to see improvements in how you rate our repairs service and complaints
teams . Many of you said you feel your homes are safer and better maintained — and that’s no accident. We’ve listened to your feedback and invested more resources into these services, so it’s fantastic to see that effort paying off. More of you also feel that your voice is being heard . Our new Customer Voice Strategy is all about making sure your views shape the services we deliver. Whether it’s through surveys, forums, or feedback sessions, we’re using what you tell us to make real changes. We’re making progress — but we’re not stopping here While we’re pleased with the improvements, we know there’s still more to do. We’re committed to building on this momentum and continuing to raise the bar — with your help. What’s next? Your voice continues to guide us.
Here’s how: • Repairs Service Improvement Group: Tenants are helping shape our new Responsive Repairs Policy, making sure it reflects what you really need. • Asset Management Strategy: Tenants on our Homes in Focus Group are working with us on this plan to look after your homes. It helps us make smart decisions about repairs and improvements always with tenants’ needs in mind. • Better Communication: We’re training our staff to improve how we communicate with you — making sure every interaction is clear, respectful, and helpful.
View our Quarterly performance
Tenant Satisfaction Measure
2024/25 Apr–Jun Jul–Sep YTD 25/26
Overall Satisfaction with Southway
71%
74%
71%
73%
How satisfied or dissatisfied are you with the overall repairs service from Southway Housing Trust over the last 12 months? “How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?” “How satisfied or dissatisfied are you that Southway Housing Trust provides a home that is well maintained?” “Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Southway Housing Trust provides a home that is safe?” How satisfied or dissatisfied are you that Southway Housing Trust listens to your views and acts upon them? How satisfied or dissatisfied are you that Southway Housing Trust keeps you informed about things that matter to you? To what extent do you agree or disagree with the following “Southway Housing Trust treats me fairly and with respect”? How satisfied or dissatisfied are you with Southway Housing Trust’s approach to complaints handling? How satisfied or dissatisfied are you that Southway Housing Trust keeps these communal areas clean and well maintained? How satisfied or dissatisfied are you that Southway Housing Trust makes a positive contribution to your neighbourhood? How satisfied or dissatisfied are you with Southway Housing Trust’s approach to handling antisocial behaviour?
69%
71%
76%
74%
63%
73%
69%
71%
67%
76%
72%
74%
75%
82%
77%
79%
60%
68%
64%
66%
71%
77%
73%
75%
76%
81%
80%
81%
32%
36%
47%
42%
71%
78%
78%
78%
66%
73%
72%
73%
59%
63%
62%
62%
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