Customer satisfaction continues to rise We’ve taken significant steps to improve the services we provide, and we’re delighted to see that more of you are feeling the benefits. Every year, Tenant Satisfaction Measures (TSMs) give you the chance to tell us how we’re doing in key areas such as repairs, complaint handling, and neighbourhood management. Over the last 12 months, your feedback shows a clear rise in satisfaction across every area — a real sign that the changes we’re making are having a positive impact. What you told us — and what we’ve done We’re particularly pleased with the improvement in how we handle complaints. This shows how listening to your feedback, and working with the Housing Ombudsman, to make our complaints handling policy clearer and the process less daunting has really paid off. You also told us you wanted faster, more efficient repairs. So, we set up a repairs improvement plan and
worked with tenants on the new Repairs Service Influence Group to make the service more efficient and make sure it prioritises the things that matter to you most, including improving communication. More of you also feel we’re listening to your feedback. Through our Customer Voice Strategy, we’ve increased the number of ways tenants can help shape our services and many more of you have given your views through online consultations. What next? We’re really happy with the progress being made but we’re not stopping there. With your help, we’ll continue to work on improving our services. Key aims for the next 12 months include the following, some of which we’ll be working on with involved customer groups: • Improving communication with tenants about repairs and service charges • Working with the Homes in Focus Group to review products and choices on home improvements • Working on a new document for tenants about repairs including their responsibilities • Reviewing mutual exchanges (when a tenant swaps homes with another tenant from Southway or another housing association) • Increasing the ways you can get involved, including working with you to improve your neighbourhoods
Tenant Satisfaction Measure
2024/25 2025/26 Change since last year
+2
Satisfaction overall
71 %
73%
+6
Repairs service over last 12 months
69%
75%
+10
Time taken to complete last repair
63%
73%
+6
Home is well maintained
67%
73%
+3
Home is safe
75%
78%
+5
Listens to views and acts on them
60%
65%
+4
Being kept informed
71 %
75%
+4
Treated fairly and with respect
76%
80%
+13
Approach to handling complaints
32%
45%
+4
Communal areas clean and maintained
71 %
75%
+7
Makes a positive contribution to area
66%
73%
+4
Approach to handling anti - social behaviour
59%
63%
16 southwayhousing.co.uk
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