More of you are happy with our services. Thanks for your feedback.
Our latest Tenant Satisfaction Measures survey results are in, and we’re delighted to see that many more of you are happier with our services.
As you will see from the table below, you have said we’ve got better in all 12 area in the survey, with 74% of you now saying you are satisfied overall with Southway and its services. This is up from 71% for the last 12 months.
The biggest improvement is repairs, with 73% saying you are satisfied with the time taken to complete them, up from 63%.
We’ve also made great progress on keeping your home well-maintained, with 76% satisfied with how we do this compared to 67% for the previous 12 months.
We’re really pleased with these results as they show the hard work we’ve put into improving our repairs and property services is paying off. We’re working hard to make those services even better.
Another big improvement we’re excited about is that more customers feel we listen to their views and act on them, with the latest result up 8%. We want your views to run through everything we do, and our new Customer Voice Strategy will ensure that you can all become even more involved in shaping our services.
We’re really excited about the progress we’re making and want to say a big thank you to everyone who has taken part in the surveys so far. Your feedback is essential as we continue to improve our services, and we’re including your views in our TSM Action Plan.
The next round of Tenant Satisfaction Measures surveys has already begun. We will report the results when they become available.
Find out more about our Tenant Satisfaction Measures (TSMs) by clicking the button below.
You will see on the page that there are separate tables for performance measures. We will update you on the figures for April-June 2025 for those measures when they become available.
Overall satisfaction
Overall satisfaction, within the context of Tenant Satisfaction Measures (TSMs), refers to a tenant's general view of the services provided by their landlord, taking everything into account.
TSMs - perception
|
Tenant Satisfaction Measure |
April-June 2025 |
2024/25 |
Change |
|
Overall Satisfaction |
74% |
71% |
+3% |
|
Satisfaction with repairs |
71% |
69% |
+2% |
|
Satisfaction with time taken to complete most recent repair |
73% |
63% |
+10% |
|
Satisfaction that the home is well-maintained |
76% |
67% |
+9% |
|
Satisfaction that the home is safe |
82% |
75% |
+7% |
|
Satisfaction that the landlord listens to tenants views and acts on them |
68% |
60% |
+8% |
|
Satisfaction that the landlord keeps tenants informed about things that matter to them |
77% |
71% |
+6% |
|
Agreement that the landlord treats tenants fairly and with respect |
81% |
76% |
+5% |
|
Satisfaction with the landlord’s approach to handling complaints |
36% |
32% |
+4% |
|
Satisfaction that the landlord keeps communal areas clean and well-maintained |
78% |
71% |
+7% |
|
Satisfaction that the landlord makes a positive contribution to neighbourhoods |
73% |
66% |
+7% |
|
Satisfaction with the landlord’s approach to handling anti-social behaviour |
63% |
59% |
+4% |
