A message from tenants on the Repairs Service Influence and Improvement Group:
We have led the review of Southway’s Responsive Repairs Policy, and we believe this new version meets the needs of tenants and is much clearer and easier to understand.
We now want all tenants to give their views on the policy before it goes to the Southway Board for approval in March.
Click here to read the new policy.
What we have changed
We looked at the wording in the new policy to make sure it was easier for tenants to understand.
We agreed the aims, including the overall objective which is to ensure that every Southway home is safe, well-maintained, and meets the standards tenants deserve.
It’s now much clearer and includes: 
- What an emergency repair is
- What repairs Southway is responsible for
- What tenants are responsible for
- Health and Safety and making sure tenants are safe in their homes
- When tenants may be charged for repairs
- Improvements tenants can make to their homes themselves
The policy sets out clear timelines for when repairs will be carried out by Southway:
- Emergency repairs (anything that risks your health and safety, or the security of your home, if not repaired immediately): 24 hours
- Routine repairs (such as fitting a new internal door): 20 working days
- Planned repairs (such as a major plastering job): 90 working days
The biggest change is that the target for completing planned repairs – those larger, more complex jobs – will move from 30 days to 90 days.
This change has already been agreed by the Service Influence and Improvement Group, the Customer Voice Panel, and Southway’s Board. We’re now letting you know what this means for you.
Why are we making these changes?
Planned repairs often involve multiple operatives and detailed coordination. Under the current 30-day target, these jobs put pressure on our schedule and cause delays to routine repairs—which make up nearly 75% of all the work we do. This can lead to frustration for tenants waiting for these smaller, everyday fixes.
While 90 days might sound like a big shift, it will allow us to plan these complex jobs properly, reducing disruption for us. Most importantly, it means routine repairs can be completed faster, so more tenants get the help they need sooner.
Planned repairs are not health and safety related, and Southway are confident this extended timeframe won’t negatively affect tenants or properties. The team always checks if a tenant is vulnerable when they raise a repair, and any urgent cases are given a higher priority.
We’ve made it clear how important good customer service is to tenants. The policy states how Southway staff will be polite when visiting your home, show their ID badge and wear foot coverings when needed. Sometimes Southway has to bring in specialist repair companies to carry out repairs, for example to do drainage work. They will be expected to work to the same standards as Southway staff.
Other changes include showing how tenants can be involved and help to make decisions, such as choices of products installed in our homes when repairs are done.
Introducing charges for replacing toilet seats and missed appointments was considered. Southway decided against this to make sure the new policy meets its commitment to limit any financial impact of services and ensure no tenant is financially disadvantaged by the changes.
How do I give my views?
Southway understands the best way to improve services is to listen to what customers have to say – good or bad.
Please complete the survey to give your comments on the new draft policy:
Please respond by Sunday 25 January.
What will happen next?
We will look at ideas you give us in your feedback that would improve the service we provide you.
Your comments will be directly shared with our Customer Voice Committee and the Board before a decision is made.
We will also look at ideas you give us in your feedback that help us to improve the service we provide to you.
If you have any questions about this consultation or the policy, please email Maureen Ward, Customer Voice Panel and Community Investment Manager, m.ward@southwayhousing.co.uk.
If you are a customer and are interested in getting involved in shaping Southway’s services, please email YourVoice@southwayhousing.co.uk.
