Sometimes things don’t go quite right. If that’s the case, let us know so we can look into it and make things better.
We’re here to listen, learn, and keep improving the services you rely on.
To make a complaint, please see below:
Information on how we deal with complaints is contained within our policy which can be accessed by the link below:
Our policy is based on the Housing Ombudsman's Complaint Handling Code, which all Housing Associations must comply with, it provides us with instruction and guidance on how we should handle complaints from our customers.
At the end of each financial year Housing Associations must self-assess their compliance with the Complaint Handling Code, and submit it to the Housing Ombudsman, also making it available to tenants on their website.
We can only deal with your issues and improve services if you contact us. You can easily make a complaint via our online form below.
We also accept complaints by telephone, email or in-person. In face, any member of Southway Housing staff will take your complaint and pass it on to the relevant person to deal with.
View our complaints handling self-assessment form
Annual Complaints Performance and Service Improvement Report
Every year, we publish a report which outlines our complaints performance and the improvements we’re making to our services. We share this with our tenants/residents/customers, and the Housing Ombudsman Service. You can read our latest report here:
Annual Complaints Performance and Service Improvement Report
Our Tenant Satisfaction Measures (TSMs) performance which includes our complaints performance, can be viewed by clicking the button below.
We know we have work to do, but we are committed to improving the complaints process and responding to 100% of complaints within target:
- 10 days for a stage 1 complaint
- 20 days for a Stage 2 complaint
Our service improvement plan focuses on improving our processes and how we communicate with our tenants.
We have looked at the trends and data from the complaints we have received during the last 12 months.
As well as the actions in our Service Improvement Plan, we have done the following:
- Invested in more staff to deal with cases of damp and mould, as we received a high number of complaints on this subject
- Made changes to our repairs planning process, as we received complaints about late and unfulfilled repairs
- Had our complaints process independently audited to make sure it was fit for purpose
- At Southway we encourage resident participation to shape and improve services
- We have a Service Improvement Group made up of tenants who give us feedback on how to deal with complaints
