What do we want to tell people?
What we plan to do
Our objectives are to: 1 Improve customer feedback by promoting ways for customer to have their say 2 Increase colleague engagement by 90% (Pulse survey) 3 Increase positive press coverage by 20% and shift negative media sentiment to be more balanced 4 H old more stakeholder visits with politicians, partners and the media 5 G row social media followers and increase engagement by up to 50% 6 Increase stakeholder engagement by 20% and launch a partners’ update 7 E mpower colleagues to take more ownership of communications with more centralised templates available for day-to-day/routine tasks 8 Increase customer satisfaction with our written communication 9 Increase engagement in our digital communication by 10% 10 Increase sign-ups to the new customer portal and new users to the mobile app 11 Increase the number of tenants who say we keep them informed about things that matter to them to 75% (Tenant Satisfaction Measures) 12 C omplete the Southway brand roll out 13 A chieve a 15% increase in Value for Money.
Each time we communicate, we'll look for opportunities to reinforce the following key messages .
Southway: ✅ Is a trusted landlord that cares about its customers, colleagues and communities ❤ Provides excellent customer service and quality homes, where communities thrive 🗣 Listens to customers to ensure their voices are heard before making decisions 📈 Strives for continuous improvement guided by customers 🏠 P rovides quality affordable housing and builds new homes to meet demand 🌱 H as ambition for growth, with an aim to own and manage 10,000 homes by 2030
💰 W ill invest £5m over five years to help communities live well and independently 📢 C hampions social housing to raise awareness of issues facing customers and communities 🏘 Is community-driven and not-for- profit, reinvesting any surplus in communities and services 🌈 Celebrates diversity and recognises everyone’s contribution 🫶 Is guided by its REACH values in everything it does 🤝 Supports the Greater Manchester Good Employment Charter to help raise employment standards across the region.
GOALS
8 Communications Strategy 2026–2028
Communications Strategy 2026–2028 9
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