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This list is of the most commonly asked questions we receive

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  • Answer

    Its more than likely an officer will need to complete a site visit. However you can speed up the time your enquiry is dealt with by providing as much information as possible, including;

    • Some photographs
    • A sketched plan of the disputed boundary line
    • Details of when the boundary changed (if known)


    Get in touch
  • Answer

    If you are terminating your tenancy you will need to provide us with at least 4 full weeks notice. The easiest way to do this is by email or over the phone.

    Its important that you make sure that your rent account is fully up to date and that the property and garden are cleared of all furniture and rubbish.
    If you leave anything behind –you can incur additional charges associated with the removal of these.

    If you are struggling to dispose of any unwanted items item’s let us know and we may be able to help you recycle these.

    Click here for details on removing bulky items of rubbish


  • Answer

    A copy of your tenancy agreement is held in your personal ‘tenant portal’. This contains your tenancy start date. If you’re making a claim for Universal Credit, please let us know.

    Log into the portal by selecting the LOG IN button on the top right hand corner of the screen.

  • Answer

    If you wish to make improvements to your home you must first write to ask for permission to do this this. You’ll be in breach of your tenancy if you don’t.  This is especially important because you will be recharged the costs of making good if this work is not allowed or is not of sufficient standard. 

    Click here to fill in our online ‘Request to make and improvement’ form. (Bespoke Form Required)


  • Answer

    The first thing you will need to do is check if you are eligible to purchase your property.
    You will need to have been a tenant for at least 12 months - you can find all the information you need including application forms etc by clicking below.

    Buying / Exchanging
  • Adding a tenant

    No. You cannot add another person to your tenancy. If you have another person who moves  into your household - whether this is a partner, family member of lodger - you should let us know though.


  • Removing a tenant

    1. If you are joint tenants and someone has passed away, please let us know. You’ll also need to provide a copy of the certificate of death.
    2. If one of joint tenants wishes to be removed from the tenancy agreement this can be done with the agreement of BOTH parties.
    3. If you are a remaining joint tenant and someone has gone away and cannot be contacted, then please let us know. You will need to see your own solicitor to get a court order to remove them from the tenancy – we cannot do this for you.

    Click here to get in touch.

  • Answer

    The rules regarding a persons rights to succeed are set out within the tenancy agreement the tenant has signed.

    Our leaflet explaining these rules is accessed HERE (use the leaflet we were talking about)

    Click here to get in touch.

  • Answer

    The rules regarding a persons rights to succeed are set out within the tenancy agreement the tenant has signed.

    Our leaflet explaining these rules is accessed HERE (AWAITING) 

  • Answer

    Your tenancy agreement sets out the rules on pet ownership. You should seek our permission before you acquire a pet. Generally, small domestic pets are allowed in houses but there are restrictions on flats. If your pet causes a nuisance, even if you’ve sought permission for it, you may be asked to remove it.

    Click here to get in touch.

  • Other - Tenancy

    All your tenancy related matters should be covered in our Tenancy Handbook and Tenancy Pages - click below to view.

    You can also manage your tenancy online by creating an account (click Register on the top right of this page)

    Tenancy Management
  • Answer

    It is the dog owners responsibility to clean up after their pet and failure to do this can result in a hefty fine! If you are having general issues with dogs fouling on your area this should be reported to Manchester City Councils environmental team.

    The BEST way to get in touch is via their website. Click here to send them team a message.  (This link will redirect you through the MCC website)

    Alternatively you can contact them by telephone on 0161 0161 954 9000

  • Answer

    Southway are unable to deal with the removal of bulky waste items. This can however be requested via Manchester City Councils environmental team.

    Click here for details on removing bulky items of rubbish. (This link will redirect you through the MCC website.)

    Alternatively you can contact them by telephone on 0161 0161 954 9000 

  • Answer

    Bins are provided by Manchester City Councils environmental team.

    The BEST way to get in touch is via their website. Click here to send the team a message.

    This link will redirect you through the MCC website

    Alternatively you can contact them by telephone on 0161 0161 954 9000

  • Answer

    Unfortunately, clearance of fallen leaves is NOT a service that Southway provide. You would need to pay a local gardening firm to request this work. 

  • Answer

    We receive a lot of requests to chop back trees as they are blocking light from peoples homes. The majority of trees in our neighbourhoods are protected by a preservation order. This means that we will ONLY chop back parts of trees that are diseased or causing a particular hazard!

    If you feel that this applies to a tree near your property please click here below and provide more information.

    Contact us
  • Answer

    Southway do not get involved with parking disputes. If a neighbour is blocking your driveway with their vehicle we would suggest that you speak to them directly about this.

    If you have tried this and problems still persist you will need to report this to the police. 


  • Answer

    In general Southway to do not provide fencing. If panels or posts have worn out this is something that tenants are expected to replace themselves.

    There are a few exceptional circumstances where we may provide fencing. Click below for more information around this topic.

    Garden & Fencing
  • Other Environmental / Green Space issue

    If you have further queries around your personal green space at your property, please click below.

    If your query is more general about environmental services etc. please click here.

    Garden / Fencing
  • Answer
    At Southway we understand the distress pests can cause.
    This is why we offer free pest control services for the following pests:
    • Mice/Rats (only if inside the property)
    • Cockroaches
    • Wasps (if they are blocking the only entrance to the property)

    If any of the previously listed pests are present please contact Southway and ask to make a booking with our current pest control provider. Pests that are your responsibility Southway will not provide the following pest control treatments for free.

    You are advised to seek your own solution to the following:
    • Ants (in your property or garden)
    • Beetles
    • Silverfish
    • Slugs
    • Bedbugs
    • Fleas

    Please note that bees are a protected species and we are not allowed to disturb a bees nest. If the nest is causing a problem you could try contacting the local bee keepers association etc. 

  • Answer

    If your are having problems with noisy neighbours we would initially advise you to go and speak to the neighbour concerned to try and establish a rapport

    If issues persist you should the keep a diary of when the noise is occurring and contact us when you have evidence over time about the issue. 

    For more about reporting and help with ASB & Crime click below.

  • Answer

    From bogus callers to rogue traders, doorstep criminals are cunning, creative, and often very convincing. Anyone can be fooled as these people are professional con artists. However, the over 60s are often specifically targeted.

    There are two main types of doorstep criminals. These are Bogus callers who try to get into your home or obtain personal details by pretending to be someone they’re not, including council staff, charity collectors, meter readers and police officers. In reality, they are criminals trying to steal money and valuables.

    Also Rogue traders usually cold-call, claiming to be workers offering to sell services, make repairs or carry out work on your house, garden or driveway. In reality they charge inflated prices for shoddy or unnecessary work.

    If you have been the victim of doorstep crime the most important people to tell are the police. That said, we would also appreciate knowing about this so we can alert other residents in your area.

    Click here to fill in our online form, a copy of which will be automatically sent to the police AND southway housing Trust!

    Bespoke Form required that is sent to both the Customer Hub and Crimestoppers

  • Answer

    There is no law about kids hanging around on street corners. However, if you suspect they are causing trouble it may be worth advising the police.

    Click here to submit an incident report :

    • Do you know who they are
    • What are they doing
    • Are they committing a crime
    • Speak with parents
    • Is this an ongoing issue

  • Answer

    If you find a stray dog and can’t contact the owner, you must report it to the council.
    Please click here to make a report.

    This link will redirect you through to MCCS website
    Alternatively, you can call the Dog Warden directly on 0161 945 9000

  • Answer

    For more information on ASB & Crime, plus how we can help, click below.

  • Answer

    Manchester Move deal with all aspects of your application for social housing - you must register with them and apply via their website before anything else can happen. 

  • Answer
    • Southway Housing (or your selected housing association) will aim to validate and activate your application within 28 working days.
    • You do not need to do anything during this period (even if longer than 28 working days)
    • The housing association WILL be in touch once your application is has been processed and made live or if any further information or documents are required to prove your circumstances. 

    For more information click below

    Find a home / applications
  • Answer

    We have all the information needed on rehousing and applications below; 

    Find a home & applications
  • Answer

    Once you've ordered your repair, we will agree a convenient appointment with you or arrange an inspection to check exactly what needs doing. You can keep track of your live repairs (or historic repairs) on your online account. 

    • We will send a fully-trained worker at the agreed time
    • We will show you official identification, and will be polite and helpful
    • We will do the repair or inspection, and will leave the job clean and tidy
    • If the work can't be done on one visit, we will explain why and immediately arrange another appointment with you
    • If the problem is being inspected first, the worker will tell you what needs doing and when it will be done by

    After the repair

    We will ask you if you are satisfied with the work. If you are not happy, we will investigate the situation. If there is still a problem, we will put it right.

  • Answer

    We will offer you an appointment within:

    • Three hours if it’s an emergency you’ve either reported between working hours (8.45am-4.30pm,  Monday-Friday), or which could be made seriously worse by waiting
    • 24 hours if it’s an emergency you’ve reported out of working hours
    • one working day to repair things like a front door damaged in a break-in or a power fault
    • three working days to repair things like a broken window or gas fire
    • five working days to repair things like a broken toilet part
    • three weeks to repair things like roof slates or a blocked gutter
    • six weeks to do things like fitting a new window frame
  • Answer

    See below for how emergency repairs are handled; 

    Emergency Repairs
  • Answer

    Find out about your responsibilities and anything you may have to pay for by clicking the link below; 

    DIY & Your responsibilities
  • Answer

    If you want to know more about DIY and Repairs please see below; 


    Repairs & DIY
  • Answer

    If you have looked through our website topics Your Home and our Support & Services, you can contact us below

    Contact Us
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What is your query about?

The topics and answers below are taken from our most frequently asked tenant queries.

Tenancy stuff