Quality Services
Repairs Service Improvements
In our commitment to delivering quality services, we’ve listened to your feedback and have been implementing improvements to how our repairs service operates and the service you receive as a resident.
Improvements include:
Thank you for helping us improve our services.
Your feedback is making a real difference, helping us deliver quicker, more reliable repairs. By reporting repairs early and giving us access when appointments are booked, you’re helping us keep homes safe, comfortable and well maintained.
South Lakes Housing Invests in Electric Vehicles to Drive Sustainability and Better Value for Residents
South Lakes Housing has strengthened its commitment to sustainability and efficient service delivery with the purchase of three new electric vehicles for its operational fleet.
The investment marks another step in the organisation’s journey towards reducing carbon emissions while continuing to provide high-quality services to residents across the region. The electric vehicles will be used by frontline teams carrying out property inspections, estate visits and resident-facing services, helping to reduce fuel costs and environmental impact.
John Mansergh, Deputy Chief Executive, said:
“The introduction of these electric vehicles is a practical investment that supports both our environmental ambitions and our commitment to delivering value for money for residents. As we work towards a more sustainable future, it is important that we lead by example and make choices that reduce our carbon footprint while supporting frontline service delivery.”
The new vehicles are expected to save thousands of miles of fossil fuel travel each year, supporting South Lakes Housing’s wider sustainability objectives and helping to contribute to cleaner air and lower emissions across the communities it serves.
This latest investment demonstrates how South Lakes Housing is combining environmental responsibility with operational efficiency, ensuring resources are used wisely while supporting the transition to a low-carbon future.
Celebrating becoming a Tpas Accredited Landlord
“We’re delighted that South Lakes Housing has successfully been accredited with Tpas. By completing the meticulous process to become an accredited housing organisation, South Lakes Housing has demonstrated their continuing commitment to the values we share. Tpas believe that involving tenants in all aspects of service delivery in the housing sector is not only the right thing to do but also makes great business sense. We look forward to sharing the stories of how South Lakes Housing has used the accreditation process to achieve success by working together with tenants.”
Jenny Osbourne MBE, Chief Executive, Tpas.
We are delighted to announce that we have been accredited by Tpas, the national tenant engagement organisation, for our work in Tenant Involvement for 3 years.
Tpas are England’s leading Tenant Engagement experts. They promote, support and champion tenant involvement and empowerment in social housing across England.
The accreditation process has supported us in placing tenants and residents at the heart of everything we do, and we take every opportunity to involve them in decision making. This will ensure that we are fully accountable to the needs of our tenants. This accreditation recognises that commitment to tenant engagement.
To receive the Tpas Accreditation, South Lakes Housing has had to develop a strong culture of involvement and drive business improvements for us and our tenants. Our staff and tenant volunteers have been through the rigorous process, which includes a framework to self-assess resident involvement, which is then tested through reality checks, visits, and interviews. Finally, we have held a Tpas Scrutiny Panel meeting to decide if the required standards have been achieved.
It is a monumental achievement to have our approach recognised through the Tpas Accreditation process.
Our Tpas Accreditation will last three years and has left us with useful recommendations for improvement and has highlighted where we are doing things well. The opportunities to learn from others during this process were fantastic and we can learn a lot from the way other organisations do things.
We have submitted our 2025/26 TSM Customer Satisfaction Survey Results to the Regulator of Social Housing
This year we received an overall satisfaction score of 81% from our residents.
We have published the full results and how we went about collecting them on our website.
You said, we did
Your voice continues to shape our work.
Here are some examples below of how we are responding to your feedback.
'A resident continued to report anti-social behaviour about their neighbour and was not happy lack of process made'
We acknowledged that there should have been an early intervention and more proactive communication with this resident. We have refreshed colleagues on the right actions to take.
'It took several months to replace the bathroom, and the work completed by the contractor appointed by SLH was of a poor standard.'
South Lakes Housing recognised early in the bathroom replacement programme that the contractor was not meeting our required standards. In cases where the contractor had already begun work, we allowed them to complete it. We acknowledge that more frequent quality assurance checks should have been carried out. These have now been implemented, and Project Managers are conducting regular inspections to ensure the quality of the work.
‘A letter was sent from the Income Management team had incorrect or misleading information supplied with regards to resident's rent account.'
We are now exploring call recording option for the Income Management team to enable better monitoring and insight of colleague conversations with residents. There will also be a review carried out of SLH’s standard Income Collection letter templates to ensure appropriate reference to support available is provided.
'A resident reported that when they contacted the out-of-hours service to request an emergency repair, they found the call handler unhelpful. A specialist contractor attended to assess the air source heat pump and confirmed a replacement part was needed. However, they did not provide any timescales, which resulted in the resident having to chase for updates several times.'
As part of our complaint learning, the contractor delivered a targeted toolbox talk focused on improving communication and ensuring both the resident and SLH are kept informed of progress. We apologised to the resident, and the required parts were fitted. The call-handler have since received further customer service training.
