We’ve been working hard to improve the services we provide — and we’re really pleased to see that more of you are noticing the difference!
Tenant Satisfaction Measures (TSMs) surveys give tenants a say on homes and services and show customers how their landlord is doing in key areas. These include keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management.
Recent survey results show a clear rise in positive feedback across the board. Satisfaction has gone up in every single area compared to last year.
What you told us — and what we did
We’re especially proud to see improvements in how you rate our
repairs service and complaints teams. Many of you said you feel
your homes are safer and better maintained — and that’s no accident.
We’ve listened to your feedback and invested more resources into these services, so it’s fantastic to see that effort paying off.
More of you also feel that your voice is being heard. Our new Customer Voice Strategy is all about making sure your views shape
the services we deliver. Whether it’s through surveys, forums, or feedback sessions, we’re using what you tell us to make real changes.
We’re making progress — but we’re not stopping here. While we’re pleased with the improvements, we know there’s still more to do.
We’re committed to building on this momentum and continuing to raise the bar — with your help.
What’s next?
Your voice continues to guide us. Here’s how:
- Repairs Service Improvement Group: Tenants are helping shape
our new Responsive Repairs Policy, making sure it reflects what you really need. - Asset Management Strategy: Tenants on our Homes in Focus
Group are working with us on this plan to look after your homes. It helps us make smart decisions about repairs and improvements, always with tenants’ needs in mind. - Better Communication: We’re training our staff to improve how
we communicate with you — making sure every interaction is clear, respectful, and helpful.
| Tenant Satisfaction Measure | 2024/25 | Jul-Sep | Apr-Jun | YTD 25/26 |
| Overall satisfaction with Southway | 71% | 71% | 74% | 73% |
| Satisfaction with repairs | 69% | 76% | 71% | 74% |
| Satisfaction with time taken to complete most recent repair | 63% | 69% | 73% | 71% |
| Satisfaction that home is well-maintained | 67% | 72% | 76% | 74% |
| Satisfaction that the home is safe | 75% | 77% | 82% | 79% |
| Satisfaction that the landlord listens to tenant views and acts on them | 60% | 64% | 68% | 66% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 71% | 73% | 77% | 75% |
| Agreement that the landlord treats tenants fairly and with respect | 76% | 80% | 81% | 81% |
| Satisfaction with the landlord's approach to handling complaints | 32% | 47% | 36% | 42% |
| Satisfaction that the landlord keeps communal areas clean and well-maintained | 71% | 78% | 78% | 78% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 66% | 72% | 73% | 73% |
| Satisfaction with landlord's approach to handling anti-social behaviour | 59% | 62% | 63% | 62% |
