Complaints: what we do when things go wrong

What do we do when things go wrong?

At Southway we live by our values. We are caring, committed and want to be successful together with our tenants and communities.

Being true to our values means admitting when we get things wrong, apologising, and making sure that we don’t make the same mistake again.

We recently received a severe maladministration notice from the Housing Ombudsman for the way that we handled a complaint from one of our tenants. Information on this can be found under ‘What we do when things go wrong' on our Complaints and Performance page here.