Key achievements Over the past year, the Communications team supported Southway through a significant period of change — including a new Chief Executive, the launch of a new Five-Year Plan, a refreshed brand and values, new Consumer Standards and a Regulatory inspection. The team engaged over 10 % of customers through Five-Year Plan consultations, collecting more than 1,000 responses from customers and colleagues. The team raised Southway’s profile by securing positive press coverage, hosting influential political visits to new housing schemes, writing successful award submissions and strengthening Southway’s brand. A new tone of voice is making communications clearer, more empathetic and inclusive, and a new website helps customers access our services more easily. Behind the scenes, the team has protected Southway from reputational risk through effective issues management and media training. To add to this, the team has dealt with around 300 requests for communications support from colleagues. Effective communication is crucial to the success of Southway’s Five-Year Plan. It supports the business through change, manage risks, support growth and improve how we talk and listen to our customers, stakeholders and colleagues.
3 Key achievements 4 Customer and colleague insight 5 Aims 6 Our Communications approach 7 Who are we communicating with? 8 Our key messages: What do we want to tell people?
1,000 RESPONSES
9 Objectives 10 Channels 11 Measuring success
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2 Communications Strategy 2026–2028
Communications Strategy 2026–2028 3
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