Our Tenant Satisfaction Measures (TSMs) Performance
From 2023/24 to 2024/25
In 2023, the Regulator of Social Housing introduced new mandatory tenant satisfaction measures for all social landlords with more than 1,000 homes. 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.
Take a look at the tables below to see how our results compare to those from 2023/24 to 2024/25.
Perception
|
Tenant satisfaction measure |
2024/25 |
2023/24 |
Change |
|
Overall satisfaction |
71% |
69% |
+2% |
|
Satisfaction with repairs |
69% |
68% |
+1% |
|
Satisfaction with time taken to complete most recent repair |
63% |
65% |
-2% |
|
Satisfaction that the home is well maintained |
67% |
63% |
+4% |
|
Satisfaction that the home is safe |
75% |
69% |
+6% |
|
Satisfaction that the landlord listens to tenant views and acts on them |
60% |
56% |
+4% |
|
Satisfaction that the landlord keeps tenants informed about things that matter to them |
71% |
65% |
+6% |
|
Agreement that the landlord treats tenants fairly and with respect |
76% |
72% |
+4% |
|
Satisfaction with the landlord's approach to handling complaints |
32% |
26% |
+6% |
|
Satisfaction that the landlord keeps communal areas clean and well-maintained |
71% |
66% |
+5% |
|
Satisfaction that the landlord makes a positive contribution to neighbourhoods |
66% |
64% |
+2% |
|
Satisfaction with landlord's approach to handling anti-social behaviour |
59% |
55% |
+4% |
Performance of Southway in relation to the safety of our buildings
|
Performance measure |
2024 /25 |
2023/24 |
Change |
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required legionella risk assessments have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
100% |
0 |
Performance of Southway in relation to Anti-Social Behaviour
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Number of Anti-Social Behaviour cases opened per 1,000 homes |
23.05 |
40.24 |
-16.03 |
|
Number of Anti-Social Behaviour cases that involve hate incidents opened per 1,000 homes |
1.11 |
1.85 |
-0.69 |
Performance of Southway Repairs Service
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Proportion of homes that do not meet the Decent Homes Standard |
0% |
0% |
0% |
|
Proportion of non-emergency responsive repairs completed within the landlord's target timescale |
82.7% |
79.6% |
+3.1% |
|
Proportion of emergency responsive repairs completed within the landlord's target timescale |
97.3% |
95.1% |
+2.2% |
Performance of Southway in relation to complaints
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Number of stage one complaints received per 1,000 homes |
76.45 |
27.78 |
+48.67 |
|
Number of stage two complaints received per 1,000 homes |
15.26 |
6.4 |
+8.86 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint timescales |
83% |
80% |
+3% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint timescales |
92% |
89% |
+3% |
2024/25 survey
Please find below links to the 2024/25 questionnaire and our survey approach.
Please note, we didn’t issue a separate letter to tenants this year.
Our approach to the 2024/25 survey
2023/24 survey
Please find below links to the 2023/24 questionnaire, survey approach and letter we sent to tenants about the survey.
