In accordance with government advice around Covid-19, our office is currently closed. You can still contact us in a number of ways, as listed below.
If want to contact us for advice on budgeting, loss of income, rent, debt or any other money worries caused by Covid-19, email email@example.com
There are a number of ways that you can get in touch with us...
If using the form above, please include your name, address and as much detail as you can give about the issue or query.
To pay rent
- Call 0161 448 4200
- Press 1 for Rent Account
- Press 1 to make your automated payment
The payment is made by bank debit card or credit card. Have your rent reference handy (you can get this via your rent card or your online account) and follow the step-by-step instructions.
For all other enquiries
Call 0161 448 4200 to speak to a Customer Hub Advisor. Lines are open from 8am-5.30pm, Monday to Friday.
View our Facebook page. You can reach us on Facebook 9am-5pm, Monday to Friday.
Tweet us @southwayhousing. You can reach us on Twitter 9am-5pm, Monday to Friday.
You can to speak to us in person or via post at the below address
Southway Housing Trust,
729 Princess Road,
For press/media enquiries:
Our location:Southern Gate729 Princess Road
Please enter 'Southway Housing' into your Sat Nav / Google Maps as this will be more accurate than using the postcode. Please note our location on the map above, which is on Princess Road and next to Christ Church, West Didsbury.
Visitors parking is available at Southern Gate (in the short-stay car park in front of the barrier) - access is via Princess Road.
If the car park is full, there are usually spaces on nearby streets just off Princess Road and Barlow Moor Road.
There is also Pay & Display parking available across the Princess Parkway at Christie Fields, Derwent Ave, Manchester M21 7QS.
Our Visitors Reception is accessed via Princess Road. Please follow the advice above if using Google Maps.
We are accessible by bus; use either:
- Southern Cemetery Bus Stops (A, B or J) M20 2ZA
- St Andrews School Bus Stop M20 2ZE
- Mersey Crescent Bus Stop M21 7QA
Our nearest train station is East Didsbury, M20 5WP.
Walking distance from here is approximately 40 minutes so we would recommend getting a bus or tram from here (see advice).
The nearest tram stops are:
- Burton Road M20 1JQ
- Withington M21 7GB
Walking distance from these is approximately 15 minutes.
If you would like to make a complaint regarding one of our services, fill out the form below. We aim to resolve complaints as quickly and effectively as possible by using the following process.
Please note if your complaint is regarding a neighbour or Anti Social Behaviour in your neighbourhood these are dealt with differently and can be reported here.
We find the most effective way to resolve the majority of our complaints is by offering a quick resolution and putting things right first time. You will be contacted by a person from the relevant department either by phone, email or text message within 2 working days.
If your complaint is more complicated and in-depth, requiring a detailed investigation, it may take us longer to look into and respond:
Formal: Stage 1
A Stage 1 complaint is investigated by an appropriate manager and we aim to respond in writing within 10 working days. The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution you can request it be reviewed again.
Formal: Stage 2
If you remain dissatisfied after your Stage 1 complaint, you have the opportunity to escalate to Stage 2, which will be investigated by the Head of the appropriate Department. These complaints may take up to 15 working days to receive a written response to.
If after this you are still dissatisfied, there are further options available to you, including the Independent Tenant Solutions Board and Housing Ombudsman. We can discuss these with you at this stage.
Just to let you know, once your complaint has been resolved we may ask you for feedback on the outcome and way it was handled. The feedback helps us improve our Complaints service.
Read more about complaints in our Complaints Policy.
We offer a Complaints Buddy Service, where you can be paired with an impartial buddy to help support you with your complaint. Find out more.
Would you like to give your feedback and help shape Southway's Complaints Service? Join our Service Improvement Group.