Tenant Satisfaction Measures Performance
Take a look at the tables below to see how our latest results compare to those from 2023/24 to 2024/25.
Perception
|
Tenant satisfaction measure |
2024/25 |
2023/24 |
Change |
|
Overall satisfaction |
71% |
69% |
+2% |
|
Satisfaction with repairs |
69% |
68% |
+1% |
|
Satisfaction with time taken to complete most recent repair |
63% |
65% |
-2% |
|
Satisfaction that the home is well maintained |
67% |
63% |
+4% |
|
Satisfaction that the home is safe |
75% |
69% |
+6% |
|
Satisfaction that the landlord listens to tenant views and acts on them |
60% |
56% |
+4% |
|
Satisfaction that the landlord keeps tenants informed about things that matter to them |
71% |
65% |
+6% |
|
Agreement that the landlord treats tenants fairly and with respect |
76% |
72% |
+4% |
|
Satisfaction with the landlord's approach to handling complaints |
32% |
26% |
+6% |
|
Satisfaction that the landlord keeps communal areas clean and well-maintained |
71% |
66% |
+5% |
|
Satisfaction that the landlord makes a positive contribution to neighbourhoods |
66% |
64% |
+2% |
|
Satisfaction with landlord's approach to handling anti-social behaviour |
59% |
55% |
+4% |
Performance of Southway in relation to the safety of our buildings
|
Performance measure |
2024 /25 |
2023/24 |
Change |
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required legionella risk assessments have been carried out |
100% |
100% |
0 |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
100% |
0 |
Performance of Southway in relation to Anti-Social Behaviour
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Number of Anti-Social Behaviour cases opened per 1,000 homes |
23.05 |
40.24 |
-16.03 |
|
Number of Anti-Social Behaviour cases that involve hate incidents opened per 1,000 homes |
1.11 |
1.85 |
-0.69 |
Performance of Southway Repairs Service
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Proportion of homes that do not meet the Decent Homes Standard |
0% |
0% |
0% |
|
Proportion of non-emergency responsive repairs completed within the landlord's target timescale |
82.7% |
79.6% |
+3.1% |
|
Proportion of emergency responsive repairs completed within the landlord's target timescale |
97.3% |
95.1% |
+2.2% |
Performance of Southway in relation to complaints
|
Performance measure |
2024/25 |
2023/24 |
Change |
|
Number of stage one complaints received per 1,000 homes |
76.45 |
27.78 |
+48.67 |
|
Number of stage two complaints received per 1,000 homes |
15.26 |
6.4 |
+8.86 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint timescales |
83% |
80% |
+3% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint timescales |
92% |
89% |
+3% |
2024/25 survey
Please find below links to the 2024/25 questionnaire and our survey approach.
Please note, we didn’t issue a separate letter to tenants this year.
Our approach to the 2024/25 survey
2023/24 survey
Please find below links to the 2023/24 questionnaire, survey approach and letter we sent to tenants about the survey.
Our approach to the 2023/24 survey
Letter sent to tenants about the 2023/24 survey
