We’re continuing to make improvements that benefit you, with better repairs performance and new team members in the Customer Hub helping provide a better service.
More repairs are being completed on the first visit. We’re also receiving lots of positive feedback from residents.
We’re currently receiving a lot of requests for repairs. Some of our contractors are supporting our teams to reduce waiting times. Thank you for your
patience as we work to complete your repairs as quickly as possible.
You can now book routine repairs online through our tenant portal.
Our new repairs policy for the merged organisation has been agreed. Changes include new targets for urgent and planned (major repairs). Find out more at www.southwayhousing.co.uk/policies.
We take your complaints very seriously and respond to the vast majority of Stage 1 complaints on time. The slight dip in performance was caused by resource issues, and we’re bringing in new colleagues and improving team structures to tackle this. If responses customers’ complaints have been delayed, we let them know.
Phone calls to our Customer Hub increased significantly in September from the summer months. We’re recruiting additional staff so we can take more of your calls and answer more of your questions the first time you get in touch.
| Performance | 2026-27 | Apr-Jun | Jul-Sept | Year to date |
| Stage 1 complaints responded to on time | 100% | 97% | 90.6% | 93.5% |
| Rent collected against target | 100% | 96.69% | 96.65% | 96.65% |
| Customer Hub % calls answered | 90% | 83.6% | 84.5% | 84% |
| Calls resolved at first contact | 85% | 80% | 77.7% | 78.9% |
| Repairs completed first time | 93% | 94.4% | 95.9% | 95.1% |
| Overall Customer Satisfaction (from regular feedback surveys) | 93% | 91.6% | 90.7% | 91.2% |