Help when you need it Complaints

We've consulted with tenants on how we can improve the way we communicate with you about about our complaints process.

You can find a clear and simple explanation of that process here.

We're committed to providing high-quality services and getting things right first time. However, we know that there are times when things can go wrong. When this happens, we'll always do our best to put things right, learn from what happened, and use your feedback to help us improve.

In some cases, it may be appropriate for us to offer compensation. If you ask us to consider compensation, our Customer Experience Team will formally review your request and look at how the issue has affected you and your household. Any decision will be made fairly, following our Customer Compensation Policy and guidance from the Housing Ombudsman Service. You can read our Customer Compensation Policy on our Corporate Policies and Documents page. 

For more information about how compensation is assessed and how amounts are decided, please see Appendix A of the policy.

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.

View policy

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.

View our complaints handling self-assessment form

Annual Complaints Performance and Service Improvement Report

Every year, we publish a report which outlines our complaints performance and the improvements we’re making to our services. We share this with our tenants/residents/customers, and the Housing Ombudsman Service. You can read our latest report here:

Annual Complaints Performance and Service Improvement Report

Governing Body's Response to our 2025/26 Complaints Performance

Making sure we manage complaints well and learn from customer feedback is a priority at Southway. You can read our governing body's response to our 2025/26 complaint performance and our priorities for the next year below.

View Our Governing Body Statement to Complaints Performance.

Our Tenant Satisfaction Measures (TSMs) performance which includes our complaints performance, can be viewed by clicking the button below.

View performance

We have looked at the trends and data from the complaints we have received during the last 12 months.

As a result of this exercise we have made the following improvements:

• 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

For a more detailed look at the improvements we've made to our complaints process and performance, take a look at our biannual Customer Voice and Insight Report. 

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