Southway Housing Trust has received its first consumer standards grading as part of its latest inspection by the Regulator of Social Housing.
The housing association received a C2 rating in June and the Regulator recognised the improvements made in the last 12 months and the plans already in place to improve services further.
The Regulator was confident in Southway’s ability to ensure the health and safety of its tenants but highlighted the need for a better record of the condition of its homes to understand the level of investment required going forward.
The inspection report highlighted Southway’s progress towards this goal by increasing the pace of its home surveys which will see all homes having an up-to-date survey this year. The inspection also noted the progress made to improve the repairs service and learn from complaints.
Southway is increasing tenant engagement levels and using insight from tenants in decision making. This was highlighted in the report as an area for improvement. Southway will create more opportunities for tenants to influence and scrutinise services at all levels in response to feedback from the inspection.
In the same inspection, Southway received V2 and G2 compliant ratings for financial viability and governance.
The Regulator was reassured by Southway’s financial position and business plan, and the V2 regrade reflects the organisation’s plans to increase investment in its existing homes and the supply of much needed new affordable housing.
Southway’s governance arrangements are meeting standards with some areas of improvement highlighted to ensure Board receive the necessary assurance in all areas.
John Bowker, Southway’s Chief Executive said: “We welcome the Regulator’s report which gives the organisation a good platform to build from. It provides a balanced account of the organisation, highlighting the areas of strength alongside the areas we can improve upon.
“I’m pleased that the Regulator has recognised the significant improvements we have made to improve service delivery to our tenants in the last 12 months and the plans already in place to address the areas they have highlighted.
“I’m confident that we can address the Regulator’s feedback promptly and the changes we’re making are already starting to have a positive impact on our customers and will continue to do so.”
Hazel Makinson, Chair of Southway’s Board added: “The inspection report highlights some valuable points for us to focus on to better serve our customers, and I’m pleased to see that we’re already making good progress in a number of areas.”
Consumer standards were introduced by the Regulator of Social Housing in April 2024. Find out more about them here.