Sometimes things don’t go quite right. If that’s the case, let us know so we can look into it and make things better.
We’re here to listen, learn, and keep improving the services you rely on.
To make a complaint, complete the form below.
Information on how we deal with complaints is contained within our policy which can be accessed by the link below:
Our policy is based on the Housing Ombudsman's Complaint Handling Code, which all Housing Associations must comply with, it provides us with instruction and guidance on how we should handle complaints from our customers.
At the end of each financial year Housing Associations must self-assess their compliance with the Complaint Handling Code, and submit it to the Housing Ombudsman, also making it available to tenants on their website.
We can only deal with your issues and improve services if you contact us. You can easily make a complaint via our online form below.
We also accept complaints by telephone, email or in-person. In face, any member of Southway Housing staff will take your complaint and pass it on to the relevant person to deal with.
Our Tenant Satisfaction Measures (TSMs) performance which includes our complaints performance, can be viewed by clicking the button below.
Housing Associations must produce an annual report on performance and a Service Improvement Plan which they must share with their Governing Body and Tenants.
We reported performance and service improvement plan to our People and Places Committee, a sub-committee of our Board in May. The documents can be viewed here and here.
The Code also requires us to publish the Governing Body’s response to the report. You can read that in the minutes from the meeting here.
We know we have work to do, but we are committed to improving the complaints process and responding to 100% of complaints within target:
- 10 days for a stage 1 complaint
- 20 days for a Stage 2 complaint
Our service improvement plan focuses on improving our processes and how we communicate with our tenants.
We have looked at the trends and data from the complaints we have received during the last 12 months.
As well as the actions in our Service Improvement Plan, we have done the following:
- Invested in more staff to deal with cases of damp and mould, as we received a high number of complaints on this subject
- Made changes to our repairs planning process, as we received complaints about late and unfulfilled repairs
- Had our complaints process independently audited to make sure it was fit for purpose
- At Southway we encourage resident participation to shape and improve services
- We have a Service Improvement Group made up of tenants who give us feedback on how to deal with complaints
