We’re pleased to share our latest Customer Voice and Insight Report, covering October to December 2025.
Last April, we launched our new three-year Customer Voice Strategy, created in partnership with customers. It sets out our commitment to making sure your voice is heard and acted on. This report shows exactly how your feedback is shaping the way we improve and deliver our services.
Since our last report, we’ve continued to hear from customers through events, meetings and surveys. Hundreds of conversations and more than 300 Tenant Satisfaction Measures (TSMs) surveys have helped us better understand what matters to you most, and your feedback is leading to real improvements.
Some examples of how we used customer feedback between October and December last year include:
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Improving our phone systems and reducing waiting times
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More face-to-face opportunities to speak to Southway staff in your neighbourhoods and communities
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Changes to our repairs service to reduce delays and improve communication
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Clearer communication with you, making sure you’re better informed about what’s happening at Southway
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Listening and learning from complaints, with a focus on keeping you informed and getting things right first time
Read the full report here.
Your voice matters
Your participation has already led to positive changes, and we’re keen to continue this progress. If you haven’t taken part yet, now’s an excellent time – your ideas and feedback are key our ongoing improvement, and there are lots of different ways to get involved and share your views in a way that suits you.
Visit the Get Involved page on our website here to find out more about how you can have your say and hear directly from involved tenants about their experiences.
What's next?
We'll be sharing our next Customer Voice and Insight Report, which covers January to March this year, here soon. In the meantime, you can see our latest performance figures here.
