How we're performing
2025/26
We use the measures on this page to see how well we're performing against the standards and targets we've set ourselves and to see where we need to improve. They cover things like how quickly we answer calls, respond to complaints and deal with customer enquiries.
Some of these measures are also included in our Tenant Satisfaction Measures (TSMs), but this page focuses on the services we provide day to day and how we're performing against our own targets.
Southway management indicators
|
Performance measure |
2024/25 |
2025/26 |
Change |
|
Stage 1 complaints responded to on time |
83.00% |
99.6% |
+16.6% |
|
Rent collected against target |
100.72% |
99.94% |
-0.78% |
|
Customer Hub % calls answered |
79.00% |
85.00% |
+6% |
|
Calls resolved at first contact |
83.00% |
84.00% |
+1% |
|
Repairs completed first time |
95.20% |
96.9% |
+1.7% |
|
Overall customer Satisfaction (from regular feedback surveys) |
91.00% |
92.37% |
+1.3% |
Evictions and decants
This information shows how often we've needed to move customers from their homes, either temporarily or permanently, and the number of tenancy evictions we've carried out.
| April-June | July-Sept | Year to Date | |
| Evictions | 0 | 2 | 0 |
| Decants | 2 | 1 | 3 |
Data protection performance
| 2025/26 | |
| Data Breaches | 10 |
| 2021/22 | 2022/23 | 2023/24 | 2024/25 | 2025/26 | |
| Subject Access Requests | 14 | 18 | 33 | 40 | 64 |
