Working to improve key services
We’re making really good progress in improving our Repairs and Customer Hub
Genuine care for customers highlighted in our fantastic service excellence accreditation At the end of 2025, we were audited against the CSE Standard, a national quality mark in the UK designed to help organisations like Southway put the customer at the centre of our service delivery. We’re proud to report that not only were we judged as fully compliant with every area included in the standard, but we’ve achieved 15 Compliance Plus awards. These are awarded where a particular strength is demonstrated, or innovation has been recognised. Other strengths highlighted included customer engagement, our commitment to our REACH values, and our detailed monitoring and reporting processes. The assessor’s report also provided us with areas for development which represent fantastic opportunities to continue improving our services. We’ll use this feedback and collaborate with you on making our services better in the future.
services and our latest performance results show how we’re continuing to make services even better.
The improvement plan completed by our Repairs Team is already making a big difference. This year, 96.9% of repairs were completed first time, beating our target and helping you get back to enjoying your home sooner. Our Customer Hub answered 85% of your calls, up from 79% last year, and made sure 84% of your enquiries were resolved first time round, compared to 83% last year. We saw a short-term dip in performance over winter while essential new systems were introduced. These are now working well, and services are improving. We’re continuing to invest in our services. Soon, you’ll be able to report repairs online again. We’re also providing more staff training and improved technology so our teams can provide even better support to you. We’re proud to say we resolved 99.6% of Stage 1 complaints within our targeted deadlines this year, a big improvement on last year. We’re putting extra resources into our Customer Experience team to make sure you get excellent service, even if something goes wrong. Rent collection also remains strong, with 99.94% collected. Last year we exceeded our target by collecting rent arrears from previous years. This income is reinvested into your homes and services. Our latest survey shows that 92.37% of customers are satisfied. We’re working closely with involved customers to keep improving and focus on what matters most to you. Find out how you can get involved and help shape this progress on page 7.
Performance measure
2024/25 2025/26 Change
Stage 1 complaints responded to on time
83.00% 99.60%
Rent collected against target
1 00.72% 99.94%
Customer Hub % calls answered 79.00% 85.00%
Calls resolved at first contact
83.00% 84.00%
Repairs completed first time
95.20% 96.90%
Overall customer Satisfaction (from regular feedback surveys)
91 .00% 92.37%
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