Shaped by you This strategy is shaped by themes from customer and colleague feedback gathered in several ways. Customers want us to get better at communicating key services like repairs and keeping them informed. They also want us to use clearer language that everyone can understand. Colleagues want us to improve collaboration and information sharing.
Aims: What do we want to achieve?
We want to improve internal and external communication to help Southway achieve its Five-Year Plan and vision to ‘provide excellent customer service and quality homes, where communities thrive’ . This strategy supports all the Five-Year Plan themes but will have the most impact across Customers, Colleagues and Growth and the Data, Digital and Communication & Collaboration parts of Southway’s toolkit. Through better communication, we will: Help increase customer and colleague satisfaction Enhance and protect Southway’s reputation Champion the Customer Voice Position Southway as an expert voice on social housing issues Strengthen relationships with customers, colleagues and wider partners Be more inclusive and accessible Support the digital transformation of services and help more tenants to get online Help colleagues communicate more effectively and champion good communication Increase value for money.
TSMs
Pulse survey
Be more proactive, keeping you informed
Be easier to understand with no jargon
Feedback tells us that our communication should:
Complaints feedback
Consultations
Improve collaboration
External communications review
Customer service surveys
4 Communications Strategy 2026–2028
Communications Strategy 2026–2028 5
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