• Advance notice. We’ll confirm your visit at least 24 hours in advance, via your preferred method (text, email, phone).

  • Reason explained. We’ll clearly share why we’re visiting (repairs, inspections, safety checks, or to support you). 

  • Flexible timing. If the suggested time doesn’t suit you, just let us know and we'll reschedule.

  • Preparation tips. We may ask you to do something beforehand (clearing areas or checking appliances) so our visit goes smoothly.

Your visit may include:

  • Southway repair staff or contractors. Fixing or inspecting your home.

  • Housing officers. Checking on tenancy, welfare, or support needs.

  • Specialist staff. For example, ASB, financial inclusion, estate services.

  • External specialists. Called in for gas, electrical, asbestos or fire safety reasons.

  • Friendly greeting. We’ll introduce ourselves, share our name and role, and wear ID badges.

  • Clear purpose. A quick summary of what we’ll be doing today.

  • Respect for your home. We always wear shoe covers and tread carefully.

  • Professional approach. Our team keeps to the schedule and is respectful of your space and time.

  • Safety first. Following all risk assessments and using PPE or safety signage if needed.

  • Listening to you. We’ll pause to listen to any concerns or questions you have.

  • Full transparency. Explaining what we’re doing and why, step by step.

  • Clean finish. We’ll tidy up and remove equipment when we're done.

  • What happens next. We’ll explain any follow-up steps, future visits, or actions planned for repairs.

  • Feedback invited. You can tell us how things went by call, online form, or quick survey.

  • Ongoing support. Should new concerns pop up, you know who to contact and how.

  • Peace of mind. We know having someone come into your home can feel important, so we want you to feel in control.

  • Consistency & clarity. You’ll never be surprised. You’ll know exactly who’s coming, why, and what they’ll do.

  • Building trust. These visits help us care for your home and strengthen our partnership. You at the centre of it all.

Before the visit

  • Advance notice. We’ll confirm your visit at least 24 hours in advance, via your preferred method (text, email, phone).

  • Reason explained. We’ll clearly share why we’re visiting (repairs, inspections, safety checks, or to support you). 

  • Flexible timing. If the suggested time doesn’t suit you, just let us know and we'll reschedule.

  • Preparation tips. We may ask you to do something beforehand (clearing areas or checking appliances) so our visit goes smoothly.

Who you will meet and why

Your visit may include:

  • Southway repair staff or contractors. Fixing or inspecting your home.

  • Housing officers. Checking on tenancy, welfare, or support needs.

  • Specialist staff. For example, ASB, financial inclusion, estate services.

  • External specialists. Called in for gas, electrical, asbestos or fire safety reasons.

When we arrive

  • Friendly greeting. We’ll introduce ourselves, share our name and role, and wear ID badges.

  • Clear purpose. A quick summary of what we’ll be doing today.

  • Respect for your home. We always wear shoe covers and tread carefully.

  • Professional approach. Our team keeps to the schedule and is respectful of your space and time.

During the visit

  • Safety first. Following all risk assessments and using PPE or safety signage if needed.

  • Listening to you. We’ll pause to listen to any concerns or questions you have.

  • Full transparency. Explaining what we’re doing and why, step by step.

  • Clean finish. We’ll tidy up and remove equipment when we're done.

After the visit

  • What happens next. We’ll explain any follow-up steps, future visits, or actions planned for repairs.

  • Feedback invited. You can tell us how things went by call, online form, or quick survey.

  • Ongoing support. Should new concerns pop up, you know who to contact and how.

Why this matters

  • Peace of mind. We know having someone come into your home can feel important, so we want you to feel in control.

  • Consistency & clarity. You’ll never be surprised. You’ll know exactly who’s coming, why, and what they’ll do.

  • Building trust. These visits help us care for your home and strengthen our partnership. You at the centre of it all.