Tenant Margaret Georgiou with Community Feedback Officer Rachel Renshaw


Overall tenant satisfaction with Southway as a landlord has increased this year.

We’re working hard to improve our services, and we’re really pleased to see that the work we’re doing to provide better services is being recognised by tenants.

Results for our 2024/25 Tenant Satisfaction Measures (TSMs) show improvements in all but one area when compared to how tenants felt last year. We’re really pleased with the improvement in satisfaction on treating people fairly and with respect and the condition of the home.

TSMs give tenants a say on homes and services and show customers how their landlord is doing across several areas including keeping homes in good repair, dealing with complaints effectively and responsible neighbourhood management.

We’ve seen a slight drop in satisfaction levels with repairs and there’s lots we still need to do to improve complaints handling but we are heading in the right direction.

Satisfaction with complaints and antisocial behaviour are low across the housing sector and while we’re performing well on antisocial behaviour, we recognise we need to keep improving.

What’s next?
We have plans in place to make services better which will be reviewed every three months.

We’ll communicate our full action plan soon via our website, social media and regular newsletters. Southway's Tenant Scrutiny Panel are overseeing the TSM action plan.

Some of our plans include the following, and we’re already working on some of these:

  • Improving the time it takes for us to complete your repairs
  • Making sure we know more about the condition of your homes through Home Improvement and Energy Surveys
  • All emergency repairs to be completed on time
  • Setting up a new Customer Experience Team to improve how we handle complaints
  • A new Customer Voice Strategy to strengthen customer involvement and influence and how we listen to you
  • More tenant groups including one to oversee our new Customer Voice Strategy and one to look at how we improve homes in the future
  • Improving how we communicate with customers across all our services
  • For more information go to TSMS & Performance where you will also see factual information on how we’re performing in terms of safety of our buildings, complaints and repairs