• You Said We Did

    At Southway we work with a real focus on listening to, and taking action on, what tenants and residents are telling us.

    We have lots of ways that customers can provide feedback and make their views known to us; these range from our STAR survey where we ask all our tenants to let us know how we are doing, to groups and panels people can actively be involved in to help shape our services. This feedback is at the centre of all that we do. 

    Here are some of the recent ways in which we have put your ideas, feedback and needs into action:

    • Development

      You said

      For our new developments, community feedback is key. In May 2017, extended consultation with residents, councillors, Withington Civic Society and the Old Moat Age Friendly panel took place. A main concern was that there had been ‘extended antisocial behaviour occurring at St Christopher’s close’, a cul-de-sac street which backed on to our Minehead site.

      We did

      Our Minehead development (see case study) saw design changes, to create a footpath joining St Christopher’s near Dermot Murphy Close. Residents expressed support for this as it would ‘open up the area and prevent loitering and antisocial behaviour which had been occurring’. 

    • Customer Service and telephoning

      You said

      Call waiting times have improved over the past 12 months but there are periods when our customer hub gets extremely busy, so callers may be on hold for between 15 –
      20 minutes. We understand this has caused frustration for some of you and has been a regular piece of feedback that we receive.

      We did

      We developed options for accessing services online and have recently launched our new website which allows tenants to book repairs, view rent statements, make  payments and access useful information relating to their tenancy agreement.

      We are also making improvements to our call queue messaging to better manage expectations.

      The new queue now provides a queue position and a message to indicate how busy we are. The queue also contains a mixture of 20 different songs, so you won’t
      have to listen to the same track repeatedly. Though a small change, we’ve had great feedback on this.

    • Neighbourhood

      You said

      Our STAR survey told us you could be more satisfied with your neighbourhood.

      We did

      A number of high profile projects have been independently recognised as best practice throughout the year. The Environment team are leading on Southway’s response to the sustainability and zero carbon challenges set out in the Greater Manchester Green Summit.

      For the second year running, we are really proud to say the green spaces we own, develop and maintain have been recognised by the Green Flag Award Scheme as one of the very best in the world. This places them among a record-breaking 1,883 UK parks and green spaces that have received this internationally recognised, prestigious mark of a quality park or green space.

      We manage 156 green spaces across Southway Manchester. The Green Flag site is Mottram Avenue. More than 1000 people participated in our events programme throughout the year with our Halloween event as popular as ever.

      We also take our tree management role seriously, and replanted 49 trees in the year to replace the 48 trees that required removal.

    • Anti-Social Behaviour

      You said

      Satisfaction with confidence around our ASB action showed we could do more to inform tenants of what we do (STAR survey).

      We did

      Officers have completed the restructure of the trust’s ASB service, which is now delivered across the Hub, Community Services and Community Action teams.
      Satisfaction with confidence around our ASB action showed we could do more to inform tenants of what we do (STAR survey).

      Escalating youth nuisance and a lack of community confidence in the commitment of the statutory agencies to tackle ASB has emerged as a work priority this year.

      Over the past 12 months the Greater Manchester Police and Southway continue to work in a close partnership. This partnership working is increasingly important as resources across the public sector are limited. Criminals who are Southway tenants will face the prospect of eviction action by the trust. In Burnage we have worked
      with local residents, Councillors and police to secure injunctions on local youths who had been causing anti-social behaviour in the locality; as a result of these injunctions, the offenders have curtailed their behaviour.

      In Merseybank we have participated in community action events to challenge anti-social behaviour and
      offer support to local residents.

      Overall, we have been successful in taking legal action in seven enforcement cases this year.

    Look out for the You Said We Did logo, which we use to highlight these feedback and actions to you!

    You can read more examples of You Said We Did in our most recent Annual Report.


  • Tenants Annual Report

    Each year we produce an Annual Report, detailing our performance and activity over the last year.

    Please use the links below to read these reports:

    Annual Report 2018
    Annual Report 2017
    Annual Report 2016
    Annual Report 2015
    Annual Report 2014





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