Please tell us what your question is about

This list is of the most commonly asked questions we receive

Back to previous stage
  • Answer

    It's very likely that an Officer will need to complete a site visit to inspect the boundary. Contact us by phone or email to arrange an inspection.

    When reporting your boundary issue, try to provide as many details of the boundary as possible. This can include:

    • 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.

    It's important that your rent account is clear of any arrears before you vacate the property. If you have credit left on your account when your notice period ends, you can reclaim it by filling in a Rent Refund Form. You can request a form over the phone or by email.

    You must also leave the property and garden clear of any furniture and rubbish. If you leave any items behind, you could incur additional charges for their removal.

    We cannot remove furniture or bulky rubbish for you. However, if you are struggling to dispose of any unwanted items, you can contact Manchester City Council by clicking here. 

     

     

  • Answer

    A copy of your tenancy agreement is held in your personal ‘tenant portal’. This contains your tenancy start date.

    Log into the portal by selecting the 'Login' button on the top right hand corner of the screen.

    If you need to know your tenancy start date because you are making a claim for Universal Credit, please let us know.

     

  • Answer

    If you wish to make any improvements to your home, you must complete a Home Improvements Form before starting any work.

    Failing to do this is a breach of your tenancy and you will be recharged for any work carried out without permission. You may also be charged if the work is of poor quality.

    To request a Home Improvements Form, contact us by phone or email.

    When filling in the form, include as much detail as possible about the changes you'd like to make and how you intend to make them. This can include:

    • What materials you will use
    • The details of your contractor/s - if you plan to use any
    • An estimate of how long the work will take
  • Answer

    You will need to have been a tenant for at least 12 months to be eligible for purchasing your property.

    To find out more about the criteria for purchasing your home, and the application process, click below.

     

    Buying / Exchanging
  • Adding a tenant

    No. You cannot add another person to your tenancy.

    If another person is moving into your household - whether this is a partner, family member or lodger - you should let us know.

     

  • Removing a tenant

    If you are joint tenants and someone has passed away, please let us know. You’ll also need to provide a copy of their death certificate.

    If one person on a joint tenancy wishes to be removed from the tenancy agreement, this can be done with the agreement of both parties.

    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.

    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.

     

  • 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, you may be asked to remove it.

    Click here to get in touch.

  • Answer

    Yes. You can take a lodger into your property.

    If you decide to take in a lodger, you must inform us of the following:

    • Their name
    • Their date of birth
    • The date they will move into the property

    You will also need to tell us if and when they move out.

    Please note that taking in a lodger could have an effect on your benefit entitlement.

    If you are receiving benefits and wish to take in a lodger, contact the relevant benefits office to find out how a lodger could affect your entitlement.

     

  • 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. To do this, click 'Login' at 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 Council's 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

    We will replace no more than two fence panels at a property. If a tenant wishes to update their fence, this is something they are expected to do themselves.

    There are a few exceptional circumstances where we may provide additional fence panels. 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

    We offer free pest control for the following:

    • Mice and rats
    • Wasps
    • Cockroaches

    To report a pest in your property, call the Customer Hub on 0161 448 4200. We will contact our pest control provider, who will arrange an appointment with you.

    Please be advised that we can only attend to mice and rats that are inside the property. If you see mice or rats outside your property, please call Manchester City Council's Environmental Team on 0161 954 9000.

    Also, please note that we will only attend to wasps if they are blocking the only entrance to the property. We will not attend if your entrance is unaffected by the wasps, or if you have alternative access to your property.

     

     

  • Answer

    We do not provide pest control services for the following:

    • Ants (in your property or garden)
    • Beetles
    • Silverfish
    • Slugs
    • Bedbugs
    • Fleas
    • Bees

    Bees are a protected species, so we cannot take action that would disturb their nest. If a bees nest is causing you problems, consider contacting your local Bee Keepers' Association.

  • Answer

    If you are having problems with noisy neighbours, we would initially advise you to speak to the neighbour concerned, to try to 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

    Doorstep Criminals often fall into two distinct categories:

    • Bogus Callers: These are people who will try to get into your home or obtain information by pretending to be someone they're not. They may say they are council staff, charity collectors, meter readers or police officers. In reality, they are criminals, trying to steal money and valuables.
             Or
    • Rogue Traders: these are people who usually cold-call, offering to sell services, make repairs or carry out work to your property. They charge inflated prices for poor or unnecessary work.

    If someone makes a call to your property and you suspect them to be a doorstep criminal, ask them to provide some identification. If they cannot, or refuse - or if you still find them suspicious - do not let them into your property and report them to the Police.

    Please report them to us too by calling 0161 448 4200, so we can alert other residents in your area.

     

  • Violence or Harassment

    If you have experienced or witnessed violence or harassment, it is vital that you:

    Inform the Police: if you're not in immediate danger, call 101 to report the perpetrator(s). If there is a crime in progress or a threat to your safety, call 999.

    Report it to us: keep a diary of any incidents that occur and any Crime Reference Numbers the Police give you. When you report the incident(s) to us, we will need as much detail as possible.

    To contact us about violence or harassment, click here.

  • Hate Crime

    An incident committed against one person or group by another because of their race, sexuality, disability, religion, age or gender is deemed a hate crime. Examples of hate crimes include:

    • Verbal abuse
    • Vandalism
    • Damage to property
    • Harassment
    • Physical violence 

    If you have been affected by a hate crime, please report it to us. Southway is a third party agency and we report any hate crime to the Police.

    To report any incidences of violence, harassment or hate crime, click here. Alternatively, you can contact us by phone or email.

  • Answer

    If you suspect children or teenagers in your area are causing excessive noise or getting into mischief, try speaking to them or their parents, to try to settle things amicably. If the incidents continue after this, keep a log of what happens and report it to us. 

    If you're concerned that children or teenagers are causing criminal damage, acting violently, harassing you or others, or involved in criminal activity, we would advise you to report them to the Police. You should also report any incidents to us, which you can do by clicking here. Alternatively, you can get in touch by phone or email.

     

  • Answer

    Strays

    If you find a stray dog and can’t contact the owner, you must report it to Manchester City Council. You can do this by clicking here.

    Alternatively, you can call the Dog Warden on 0161 945 9000.

    Neighbours' Dogs

    If a neighbourhood dog is causing a nuisance by barking excessively or fouling where it shouldn't be, try speaking to the owner first to resolve the issue. If the problems persist, report them to us.

     

  • Answer

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

  • Answer

    To apply for social housing, you must register on Manchester Move

    Once you've registered, you will need to complete an online application and submit any supporting evidence you are asked for.

    You will be allocated a housing association - which may be Southway - who will process your evidence.

    We cannot complete your application for you. However, if you have problems with accessing or using a computer, you can make an appointment with our reception staff. They will assist you with completing the online form.

  • Answer

    Your allocated housing association will aim to validate your evidence within 28 working days.

    They will notify you when your application becomes live.

    If you have any queries about your application, contact your allocated housing association or Manchester Move.

  • Answer

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

    Find a home & applications
  • Answer

    We will offer you an appointment within:

    • Three hours if it’s an emergency
    • 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
  • Can't find what your looking for? Contact us here

What is your query about?

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

Tenancy stuff