Customer Voice - Get involved

Wednesday 25 June
12.30 - 2.30pm

Southway tenants are invited to join a new group that places customers at the heart of decisions and improvements relating to their homes.

What’s involved?

The Homes in Focus Group will support, inform and help to shape our investment in your homes. It will also look at sustainability and home safety programmes in a way that reflects customer needs and expectations. 

Tenants involved in the group will work together with Southway staff to: 

• Drive improvements across Southway’s Asset Management Service, which delivers long term programmes to improve your homes 

• Influence investment programming and delivery 

• Guide sustainability and decarbonisation efforts to help the environment and make homes more energy efficient 

• Shape communication and customer engagement 

• Monitor performance, quality and safety 

To help achieve these goals group members will help shape policies and take part in a number of activities. These include reviewing investment specifications, material and products; advising on sustainability and retrofit; shaping compliance and safety standards; assessing delivery and communication on schemes and contributing to quality assurance and performance monitoring. 

Thursday 26 June
10.30am – 12.30pm

Do you want to share your views and have an impact on how we handle complaints at Southway? If so, we'd love for you to come along to our Complaints SIG meeting.

What’s involved?

You'll join other tenants and Southway staff at our office to review some of the complaints we’ve dealt with recently. We’d like your feedback on how they were handled and if we could have done anything differently. The group also looks at complaints’ performance including if we are responding to complaints on time and tenant satisfaction.

Wednesday 2 July
10.30am - 12.30pm

What's involved?

By joining the Repairs Service Improvement Group, you can tell us what matters to you in terms of what a repairs service should provide and what you think a good repairs service looks like.

Wednesday 30 July
10.30am - 12.30pm

Do you want to have your say on how customers access our services? Help us to communicate with customers in the most effective ways by joining our new Customer Access Service Improvement Group.

What’s involved?

The Customer Access Service Improvement Group will look at the various ways that customers can access our services and review the effectiveness of each. We want to ensure that each communication channel, e.g. telephone service, reception, social media, works as effectively as possible and are fully accessible to the people living within our communities.

We would also like this group to be involved in considering new communication channels such as: web chat. We may also ask the group for input into the review of relevant policies and strategies.