Tenant Satisfaction Measures & Performance

Overall Satisfaction	69%
Satisfaction with repairs	68%
Satisfaction with time taken to complete most recent repair	65%
Satisfaction that the home is well maintained	63%
Satisfaction that the home is safe	69%
Satisfaction that the landlord listens to tenant views and acts upon them	56%
Satisfaction that the landlord keeps tenants informed about things that matter to them	65%
Agreement that the landlord treats tenants fairly and with respect	72%
Satisfaction with the landlord’s approach to handling complaints	26%
Satisfaction that the landlord keeps communal areas clean and well maintained	66%
Satisfaction that the landlord makes a positive contribution to neighbourhoods	64%
Satisfaction with the landlord’s approach to handling anti-social behaviour	55%

Performance of Southway with the safety of our buildings

Proportion of homes for which all required gas safety checks have been carried out: 100%

Proportion of homes for which all required fire risk assessments have been carried out: 100%

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100%

Proportion of homes for which all required legionella risk assessments have been carried out: 100%

Proportion of homes for which all required communal passenger lift safety checks have been carried out: 100%

Performance of Southway relating to Anti-Social Behaviour

Number of anti-social behaviour cases, opened per 1,000 homes: 40.2

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 1.9

Performance of Southway about our Repairs Service

Proportion of homes that do not meet the Decent Homes Standard: 0%

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale: 79.6%

Proportion of emergency responsive repairs completed within the landlord’s target timescale: 95.1%

Performance of Southway with complaints

Number of stage one complaints received per 1,000 homes: 27.8

Number of stage two complaints received per 1,000 homes: 6.4

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 80%

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 89%

You Said

• I want Southway to be easier to deal with, and for online services to improve.
• I want the phone answered quicker when I ring, and for other response times to shorten, like when I have a referral to my Housing Officer.
• I want to know my local Officers and see them in the community, and have access to a better, more responsive Housing service.
  
  

We’re Doing

• We’ve relaunched the MySouthway Repairs portal, meaning you can book your own repairs again 24/7.
• We’ve invested in the Customer Hub and Repairs team, increasing staff in each and spending more on resources.
• We’re prioritising improving the Customer Hub phone service and email response because these routes are important to you.
• We’re answering the phone much quicker on average and always responding to emails within timescales.
• We’re professionalising our Housing Management Service, with an emphasis on better customer care, being out in the community, dealing with problems quickly at the source, and speaking to you on the doorstep and in the neighbourhood.

You said

• I want to feel I’m treated fairly and with respect in every interaction with Southway that I have.
• I want to be kept informed on the things that matter to me.
• I want Southway to listen to my views and act on them.
  
  

We’re Doing

• We’re doing lots of work to strengthen our Customer Care culture and the way we communicate with you, which will include a new regular training programme for staff, focusing on respect. We’ve built this into our Complaints Review.
• We’re relaunching our Customer Care Standards to make sure they meet expectations and drive strong services.
• We have a new Communication Strategy, with an aim to make the way we communicate with tenants and one another at Southway (internal communication) better.
• We’re part-way through a project about putting Tenant Voice at the heart of decision making and have heard from lots of you at our two Voice events. We’re learning from other housing associations and their tenants about what works, and will be using this to make changes at Southway.

You Said

• I want repairs to be completed more quickly.
• I want to be kept better updated about my repairs.
• Sometimes, you can arrive without the right materials for the job, slowing the repair process down.
  
  

We’re Doing

• We’ve reviewed the Repairs Policy with help from tenants. You can find our new standards in this Policy on our website.
• We’re doing a full end-to-end review of the Repairs Service, with a focus on improving the customer journey and making things more efficient, which will help to speed up our repairs.
• We know that communication around repairs needs to improve and this will be another big focus of our review.
• We’ll be inviting all tenants to be involved when we have a new, better repairs process ready to consult on. We’ll update you on this in the next issue of Southway Stories.

You Said

• I want a home that’s well maintained.
• I’d like the energy efficiency of my home to be improved, so it can be heated more affordably.
• I want help tackling damp, mould and condensation in the home for good.
  
  

We’re Doing

• We’re making lots of improvements to our Damp and Mould repairs process. This includes quicker response times, more communication and support, including aftercare, and working together to treat the root cause of issues.
• We now have new Property Care Officers to guide you through this.
• We’re running programmes to improve the energy efficiency of over a quarter of our 6,000 homes. We have started with the least energy-efficient property types.
• We’re also raising our Empty Home Standard to do the same.

You Said

• I have less financial security than at the time of the last survey in 2021. This has made rent and service charges feel less affordable.
   

We’re Doing

• We’ll keep offering free and impartial advice services, and always look for new ways we can help. This includes:
  • Our Living Well Fund
  • Our regular programme of free
  • Employment courses and jobs fairs
  • Cosy Mondays – weekly warm space events at Southern Gate with winter warmth freebies and money advice sessions. See the full list.
• We will always support you to maintain your tenancy and avoid arrears. We can do this by setting up affordable arrears payment plans, and helping you to manage your money and maximise benefits. Just get in touch.