Our Tenant Satisfaction Measures (TSMs)
For the year 2025/26
These measures help you see how well we’re doing in key areas like keeping your home in good repair, handling complaints, and managing your neighbourhood responsibly.
There are two types of measures:
Perception: We ask tenants like you to share feedback through surveys. We then share these results with the Regulator and with you every year.
Performance: These are based on actual data, such as how quickly repairs are completed or the number of complaints we receive.
Key
What our tenants have said
What Southway has reported
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Approach to handling of complaints
Responsible neighbourhood management
Effective handling of complaints
Responsible neighbourhood management
Keeping properties in good repair
Our target timescales for responding to emergency repairs is 24 hours.
For non-emergency repairs it's 20 working days.
Maintaining building safety
2026/26 Survey
View our 2025/26 questionnaire and our survey approach.
