Southway Stories @southwayhousing.co.uk www.southwayhousing.co.uk 11
A more detailed look at our latest tenant perception survey results below.
Tenant Satisfaction Measure
2024/25 2023/24 Change
Overall satisfaction with Southway
71% 69% 2%
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% 68% 1%
63% 65% -2%
67% 63% 4%
75% 69% 6%
60% 56% 4%
71% 65% 6%
76% 72% 4%
32% 26% 6%
71% 66% 5%
66% 64% 2%
59% 55% 4%
What’s next? We have plans in place to improve services which will be reviewed every three months by our Tenant Scrutiny Panel, and People and Places Committee. We’ll communicate our full action plan soon via our website, socials and regular newsletters. Some of these improvements include: › Improving the time it takes for us to complete your repairs › Making sure we know more about the condition of your homes through Home Improvement and Energy Surveys
› All emergency repairs to be completed on time › Setting up a new Customer Experience Team to improve how we handle complaints › A new Customer Voice Strategy to strengthen customer involvement and influence and how we listen to you › More tenant groups including one to oversee our new Customer Voice Strategy and one to look at how we improve homes in the future › Improving how we communicate with customers across all our services.
Made with FlippingBook interactive PDF creator