16 Southway Stories Spring 2025
Embracing new Consumer Standards The new Consumer Standards became part of the Social Housing Regulation Act in April 2024.
Improvements we’re making: Repairs Deliver repairs to a high standard within timescales and taking on board your feedback to improve Home Improvement & Energy Surveys By March 2026 we will have surveyed every Southway home so that we know what improvements they need Tailoring services to customers Improving how we use customer information to improve and tailor our services. Website We are improving our website, making it easier for you to find the information you need, get in touch with us and access services. Complaints Since November, we have responded to 100% of complaints on time. We have more to do so that we learn from your complaints and our mistakes. We're currently undergoing an inspection and will keep you updated on the results. If you want to know more about inspections, the Regulator’s website has lots of information.
Inspections happen every four years and cover Consumer Standards as well as the governance and financial viability of a housing provider. The judgements for Consumer Standards are:
1. Transparency, Influence, and Accountability Standard:
Tenant influence, equality, complaints, Tenant Satisfaction Measures and being transparent with and accountable to tenants. 2. The Safety and Quality Standard: Ensures that repairs, property safety, and home improvements are managed well. 3. Neighbourhood and Community Standard : Antisocial behaviour, hate crime, domestic abuse. 4. Tenancy Standard: Lettings, housing allocations, and mutual exchanges. Regulatory inspections and judgements Inspections happen every four years and result in the following judgements: › C1 (meeting standards) › C2 (meeting most standards, but some room for improvement) › C3 (serious failings and significant improvement required) › C4 (very serious failings that require fundamental changes).
Scan here for to visit the Regulator's website.
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