In June, we updated you on our inspection results from the Regulator of Social Housing, and the work we’re doing to make sure we’re providing the best possible service to you, our customers.
The inspection highlighted many things where we’re doing well and where we’ve already made significant service improvements, but we still need to do more in some areas.
We received a C2 grading for new Consumer Standards and compliant V2 and G2 ratings for financial viability and governance.
We’ve been making changes over the past 12 months which are already starting to have a positive impact on our customers, and we have a plan in place with the Regulator for further improvements.
The main points of this plan include:
- Surveying every home to better understand its condition and where investment is needed
- Keeping Southway’s Boards updated on how tenant feedback and audits are helping to improve services
- Reviewing how tenants shape our services and improve opportunities for tenants to influence decisions
- Reviewing our Tenant Scrutiny Panel and attracting a more diverse membership
- Continuing to update customers on how we’re learning from their complaints
- Continuing to communicate regular performance information with customers
- Providing additional assurances to show our decision-making and risk management processes are strong and reliable.
We will keep in touch with further updates soon.
