Recently, some claims companies have been cold - calling in our neighbourhoods, and a few have even pretended to be from Southway. To help keep you safe, we’d like to reassure you that all Southway staff who visit your home will always carry Southway photo ID . This includes our repairs teams, housing officers, and surveyors, as well as people from our partners. We’ll also never visit your home to carry out a repair without booking an appointment with you in advance. If someone says they’re from Southway or working on behalf of Southway, please: • Ask to see their official photo ID • Take your time — our staff understand • If you’re unsure, don’t let them in You can call our Customer Hub to check the person’s name and confirm they’re meant to be there. We can verify this while your visitor waits outside – we would always rather you were safe and know that you feel comfortable. If you have any concerns about anyone visiting your home saying they’re from Southway, please call us on 0161 448 4200 . If you think you might have been misled into signing an agreement with a third party who aren’t affiliated to Southway, please contact us immediately so we can review the situation and offer any support you might need.
Stay safe: always ask for ID
Please tell us if you need to change a repair appointment
We’re working hard to make sure we carry out your repairs quicker, and you can help us by letting us know if you need to change your repair appointment. We know that plans change and people are busy, but we’re seeing an increase in how many appointments are being missed. In the last 12 months, there have been 2,836 missed appointments for repairs, which is around 10% of all appointments and the equivalent of around six months work for one of our Repairs Team operatives. If there weren’t any missed appointments, we could complete your repair two days faster than we do now. It would also save Southway £64,774 — the equivalent of 10 new kitchens. To tackle the problem, we’re making it easier in the future for you to cancel or rearrange appointments through our online customer portal. We’ll make every effort to turn up when we say we will. We’re working on improving communication with you about this as part of our Repairs Service Influence Group and will update you as soon as possible.
2,836 appointments missed
10% of all jobs
In the meantime, please call our Customer Hub if you want to cancel or rearrange a repair appointment. Ring 0161 448 4200 , then press option 2 for repairs, then press option 3 . This line is open 8am–5.30pm.
4 southwayhousing.co.uk
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