Southway Stories
Spring 2025 10
Overall tenant satisfaction with Southway as a landlord has increased this year. Tenant satisfaction on the rise Results for our 2024/25 Tenant Satisfaction Measures (TSMs) show improvements in all but one area when compared to how tenants felt last year. We’re really pleased with the improvement in satisfaction on treating people fairly and with respect and the condition of the home.
TSMs were introduced by the Regulator of Social Housing in 2023. They give tenants a say on homes and services and show customers how their landlord is doing across several areas including keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management. We have seen a slight drop in satisfaction levels with repairs and there’s lots we still need to do to improve complaints handling but we are heading in the right direction. Satisfaction with complaints and antisocial behaviour are low across the housing sector and while we’re performing well on antisocial behaviour, we recognise we need to keep improving. We’ve collected these results through online, telephone and face-to-face surveys with tenants and are pleased to see that the work we’re doing to provide better services is being recognised by tenants.
Tenant Margaret Georgiou with Community Feedback Officer Rachel Renshaw.
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