Performance

Tenant Satisfaction Measures Performance 2024/25

In 2023, the Regulator of Social Housing introduced new mandatory tenant satisfaction measures for all social landlords with more than 1,000 homes. These measures help you see how well we’re doing in key areas like keeping your home in good repair, handling complaints, and managing your neighbourhood responsibly.

There are two types of tenant satisfaction measures:

Perception: We ask tenants like you to share feedback through surveys. We then share these results with the Regulator and with you every year.

Performance: These are based on actual data, such as how quickly repairs are completed or the number of complaints we receive.

What our tenants have said

What Southway has reported

Keeping properties in good repair

69%

Satisfaction with repairs
63%

Satisfaction with time taken to complete most recent repair
67%

Satisfaction the home is well maintained
0%

Proportion of homes that do not meet the Decent Homes Standard
82.7%

Proportion of non-emergency responsive repairs completed within the landlord's target timescale
97.3%

Proportion of emergency responsive repairs completed within the landlord's target timescale

Maintaining building safety

75%

Satisfaction the home is safe
60%

Satisfaction the landlord listens to tenants’ views and acts on them
71%

Satisfaction the landlord keeps tenants informed about the things that matter to them

Effective handling of complaints

76%

Agreement that the landlord treats tenants fairly and with respect
32%

Satisfaction with the landlord’s approach to handling complaints
71%

Satisfaction that the landlord keeps communal areas clean and well maintained