Back in 2020, we launched Inspired by our Communities, our biggest ever tenant consultation. We wanted feedback that went beyond normal satisfaction surveys, in order to get a deeper understanding of your views and aspirations, and to find out what you really wanted and needed from us. The huge number of responses we received as part of Inspired by our Communities told us that being listened to and getting more involved with Southway was really important to you.


We carried out 362 in-depth phone surveys of tenants with the company Viewpoint. We sent weekly online surveys to our mailing list, receiving over 500 individual responses We also looked at the amazing 2,200 responses to our STAR Survey and other feedback routes like our complaints, compliments and feedback messages.


You gave us a real variety of detailed and valuable responses. We were pleased to hear that many of you were happy with our services, in particular, the support and care offered by our staff throughout the pandemic. Some clear priorities emerged, highlighting the areas you said we needed to invest in, continue to focus on, or improve. These were:

■ Effective communication

■ Good customer access

■ Tackling poverty

■ Quality of homes

■ Community safety

■ Looking after our environment

■ Considering vulnerability and individuality

These main priorities are supported by individual pieces of feedback, which we can keep referring back to.


We have already started using these priorities to create detailed action plans and will be acting on them in 2022. This includes:

■ Growing and reorganising our Customer Hub to improve the service and carrying out a detailed review of how we communicate with you.

■ Looking into improving our mental health and wellbeing support.

■ Reviewing the standard of our void homes, and looking at new approaches to tackling damp and mould

There will be a chance for you to be involved in a review focussing on each priority area above. To take part:

■ Check out our latest involvement opportunities on Page 3 and get in touch, or come along to one of our events

■ Make sure that we have your current email address, that you have signed up to our MySouthway portal, and follow us on social media to take part in consultations from home.