Our Tenant Satisfaction Measures (TSMs)

From July to September 2026

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

Overall satisfaction 68%

-5% change

Overall satisfaction, within the context of Tenant Satisfaction Measures (TSMs), refers to a tenant's general view of the services provided by their landlord, taking everything into account.

See our yearly results
TSM Overall Satisfaction26 26 V02@2X

Keeping properties in good repair

  • Satisfaction Repairs

    68%

    Satisfaction with repairs

  • Satisfaction Time Taken

    67%

    Satisfaction with time taken to complete most recent repair

  • Satisfaction Home Maintained

    67%

    Satisfaction the home is well maintained

Maintaining building safety

  • Satisfaction Home Safe

    76%

    Satisfaction the home is safe

Respectful and helpful engagement

  • Satisfaction Landlord Listens Acts

    62%

    Satisfaction the landlord listens to tenants’ views and acts on them

  • Satisfaction Landlord Informs

    77%

    Satisfaction the landlord keeps tenants informed about the things that matter to them

  • Agreement Lanlord Fair Respect

    79%

    Agreement that the landlord treats tenants fairly and with respect

Approach to handling of complaints

  • Satisfaction Handling Complaints

    28%

    Satisfaction with the landlord’s approach to handling complaints

Responsible neighbourhood management

  • Satisfaction Clean

    77%

    Satisfaction that the landlord keeps communal areas clean and well maintained

  • Satisfaction Postive Neighbourhoods

    69%

    Satisfaction the landlord makes a positive contribution to neighbourhoods

  • Satisfaction Anti Social

    62%

    Satisfaction with landlords approach to handling anti-social behaviour

Effective handling of complaints

  • Stage 1 Complaints

    37.1

    Number of stage one complaints received (per 1,000 homes)

  • Stage 2 Complaints

    11

    Number of stage two complaints received (per 1,000 homes)

  • Stage 1 Complaints Timescales

    93.6%

    Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (%)

  • Stage 2 Complaints Timescales

    97.9%

    Proportion of stage two complaints responded to within the Housing Ombudsman's Complain Handling Code timescales (%)

Responsible neighbourhood management

  • Anti Social Numbers

    5.16

    Number of anti-social behaviour cases opened (per 1,000 homes)

  • Anti Social Hate Numbers

    0

    Number of anti-social behaviour cases that involve hate incidents opened (per 1,000 homes)

Keeping properties in good repair

  • Do Not Decent Homes Standard

    0.1

    Proportion of homes that do not meet the Decent Homes Standard (%)

  • Non Emergency Repairs

    84.5%

    Proportion of non-emergency responsive repairs completed within the landlord's target

  • Emergenct Repairs

    99.3%

    Proportion of emergency responsive repairs completed within the landlord’s target timescale (%)

Our target timescales for responding to emergency repairs is 24 hours. For non-emergency repairs, it's 20 working days.

Maintaining building safety

  • Gas Checks

    99.7%

    Proportion of homes for which all required gas safety checks have been carried out (%)

  • Fire Checks

    94.3%

    Proportion of homes for which all required fire risk assessments have been carried out (%)

  • Asbestos Checks

    100%

    Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (%)

  • Water Checks

    100%

    Proportion of homes for which all required legionella risk assessments have been carried out (%)

  • Lift Checks

    100%

    Proportion of homes for which all required communal passenger lift safety checks have been carried out (%)

  • Stairs Damp Mould Inspection

    100%

    Proportion of homes for which all required damp and mould inspections have been carried out (%)

  • Stairs Electrical Safety

    89.8

    Proportion of homes for which all required electrical safety checks have been carried out (%)

2026/26 Survey

View our 2025/26 questionnaire and our survey approach.

  • Questionnaire — Tenant Satisfaction Measures Survey 2025-26

    pdf | 2638kb

    Download View

  • Summary Of Approach — Tenant Satisfaction Measures Survey 2025-26

    docx | 32kb

    Download
TSM Inspection Report

Annual performance

View our annual satisfaction scores on repairs, complaints & neighbourhoods.

View
1920X1280 3 2 100

Key services performance

See how our key services are performing against our standards and targets

View
5 Year Plan

Inspection results

Southway receives C2 rating as Regulator notes progress and plans ahead.

View