Trusted Agent profile · London
★★★★★
1,059 reviews across 2 platforms
Clerkenwell Road, London, EC1M 5LA
Southern Housing Group RES's office in London, at Clerkenwell Road, is rated 2.8 out of 5 across 1,059 reviews on two platforms, including 355 Google reviews rated 1.6.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotToneo was very polite, and helpful through out our talking about the service, he is a credit to your company.
Toneo was very polite and helpful through out the whole time he was helping me . A credit to your company.
Thanks for the positive feedback Cecil, we appreciate you taking the time to leave us your 5 star review. Regards, Tom
1/5
TrustpilotAwful they have left us without a lift…
Awful they have left us without a lift for nearly two months I have a son with mobility issues they keep apologising for the delay I have been left without hot water for weeks on end or no water at all I had no washing machine for two months.. I don’t have air to my property my windows and doors are broken and cannot open I have mould and damp in my property they don’t care and keep ignoring me and say there irreplaceable I have had no fresh air to my flat since August 2023 I have no air and no lift and my mental health and physical health is being effected They don’t care about anyone me or my son if I couldn’t put a star I wouldn’t but I have to put this review on here please never rent from them they don’t care
Hi Emily, we're keen to look into this further for you and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Kind regards, Adam
1/5
TrustpilotFLAT OWNERS BEWARE!
FLAT OWNERS BEWARE!Please do not buy an apartment / flat if it's belongs to Southern Housing.I have a hole in my roof and reported it at the start of February and I still haven't had anyone come and look at it.They keep fobbing me off with emails saying" sorry you haven't heard anything, we have chased and please allow 10 days for a reply"10 days? It's being non stop rain for months!I have cancelled my direct debit with them and have no problem going to court with them. Please do not buy a property with these clowns as owners.
Hi there, we're keen to look into this further for you and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Many thanks, Hannah
5/5
TrustpilotSomeone listening them properly and try to resolved the issue.
Yetunde is one of the best customer services advisor, she always give you the opportunity to speak and she try to listen carefully and properly and always try to resolved the issue. Also she give respect to customer.
Thanks Khurram for your 5 star rating and kind feedback. This is great to hear. Thanks, Adam
5/5
TrustpilotTronell was great
Tronell was great! Just spoken to this fabulously helpful lady regarding some firedoors and broken doors that need repair. She spent time finding out who to report too and then came back with a date. Excellent service - thank you.
Thanks Samantha for your kind review. This is great to hear. Many thanks, Ross
5/5
TrustpilotVishal was great supported us with all…
Vishal was great supported us with all our questions, gave us the support needed and was polite and attentive, thank you
Thanks Spodra for your 5 star review. This is great to hear. Regards, Adam
1/5
TrustpilotStill waiting on repairs
Still waiting on repairs , they re did my bathroom ended up with more issues tha before have got to the point solicitors involved now, it's always a fight to get repairs done , and then when someone is sent ,they go the can't fix it report again or they "fix it" week later same problem, or they hire the cheapest people to fix and it doesn't or gets worse , but they happily hike up rent saying its needed to give great customer service and keep up with repairs, which are never done , they will rather patch it over and over than pay someone to fix the root of problem, called over 3 weeks ago ciming up to 4 now ,was told a manger would get back to , still waiting .
Hi Tessa, we're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Many thanks, Adam
1/5
GoogleSHG is a disastrous housing association. Leaking roof for months, mice infestation a broken boiler . They attitude is rooten Sorry we not going to do that. Just take my money and do nothing Internal complaints that never gets answered. Overcharged on bulk waste and these robbers kept money anyway.
5/5
TrustpilotThe most delightful and helpful person
I have been a tenant of SHG for 6 years and in all my time ringing up for help. with repairs, or to make a complaint I’ve never had a pleasant experience with a customer representative until yesterday. I was greeted by an unbelievably helpful and polite woman called Kate , who wasn’t just helpful, but so empathetic and understanding to my frustrations. She immediately made me feel like she was dedicated to actually being able to help me out. Once I had finished with my call, she sent me two emails with all the things we had discussed. Explaining in vivid detail with what the situation was and the next steps in place to make this concerns right. I just hope if I ever need to call again I get to speak with Kate as I know she is a woman of her word and will do whatever she can to help out me as a tenant . Thankyou Kate T
Thanks James for your 5 star review. Regards, Adam
1/5
TrustpilotAbsolutely dreadful service
Absolutely dreadful service. They literally don't care about people's health. As long as they get their rent money nothing else concerns them. Literally a crooked organisation. I would highly advice to anyone reading this to stay away from them. Protect you and your familys health. Avoid being mistreated. Their rules and procedures isn't up to par and they can't justify their actions. Heartless people do literally nothing to better people's living space. Avoid at all costs.
Hi there, I'm sorry to read you are dissatisfied. We're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If there is anything in particular you'd like to discuss can you please follow the instructions in the email to provide us with your address, contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Many thanks, Tom
1/5
TrustpilotSouthern Housing enables antisocial behaviour and threatens eviction if you complain
I’m a young woman living alone, placed here after fleeing domestic violence.
Hi there, we're keen to assist further and have just sent you an email through Trustpilot asking for further information. If you'd like to discuss this further, can you please follow the instructions in the email sent to you and provide us with your name, address and contact details? We can then look to support further. Many thanks, Tom
1/5
TrustpilotThey are pants
They are pants. They promised savings when they took over but have massively hiked our rent and fees. They now want to handover another one of their mistakes to us as another cost. Meanwhile the gardening contract is now payment for littler collection. Requests to get over grown trees threatening houses pollarded is consistently ignored . As is for a date for when the community lighting will be made green.
Hi Margaret, we're keen to look into this further for you and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your address, contact details as well as more information relating to your enquiry? We can then pass this information to a member of the relevant team. Many thanks, Adam
1/5
TrustpilotThey're good at selling you a house and then they won't give you any assistance when you need it
Strongly avoid. Southern Housing is anything but a reputable company. They're good at selling you a house and then they won't give you any assistance when you need it. They never reply to your emails, if you're lucky you will get a reply after 5 working days otherwise they will simply ignore you. It's impossible to speak to someone over the phone.Not to mention they are unable to do a repair properly. If I had known how bad they are, I would have never bought a house from them.
Hi Monica, we're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Many thanks, Tom
1/5
TrustpilotSome lovely employees but what a trash organisation
Bonny, Graham & Ashleigh are absolutely the most helpful individuals I’ve dealt with in any instance.. but southern housing..absolutely appalling services. I have had mould in my property for over 5 months a surveyor came out in June and I have heard nothing since.. my ceiling is CRUMBLING away daily and there is nothing being done about the condition of my ceiling.. USELESS housing association.. honestly SO disappointed and disgusted
Hi Iesha, thank you for taking the time to leave us your review. It's great to hear that you were happy with the customer service and support provided by the team, and I'll be sure to share that with them.I'm am however sorry to read about the difficulties you have described in your post. If there is anything in particular you'd still like to discuss or share with us can you please follow the instructions in the email that I've just sent out to you through Trustpilot asking for more information. If you can provide us with your address and contact details, as well as more information relating to your enquiry, we can then pass this information to a member of the relevant team and look into the matter further.Kind regards, Tom
1/5
TrustpilotInaccurate rent increase
After last year's massive rent increase, which followed the huge rise in the British national interest rates. I was expecting the rent to readjust this year with the new lower interest rates. Quite the opposite, I've gone from paying £690 a month for my small 1 bed flat to an eye watering £750. This needs to be investigated, as they have not recalculated to reflect our nations lower interest rate. I will follow this up, leaving no stone unturned in order to reveal a truthful account of what our monthly rent as tenants should actually be. Southern are shameless.
Hi Thomas, we carefully review rent levels every year. We needed to raise rents to ensure we continue delivering a good quality service. This includes maintaining and improving homes and investing in the safety of our buildings. If you’d like to discuss your increase, we can arrange for our Customer Accounts Team to give you a call. For more information about how to get in touch, please visit our website: https://www.southernhousing.org.uk/contact-usRegards, Adam
5/5
TrustpilotHi spoke to Leon finally got some one…
Hi spoke to Leon finally got some one who sounded like he was listening and arrange things properly and organised thankyou
Thanks for your kind feedback. This is great to hear. Regards, Adam
5/5
TrustpilotLatesha really understood my issue…
Latesha really understood my issue today and went the extra mile to help and resolve the problem. Thank you Latesh
Thank you for the 5 star feedback Nicola! Regards, Tom
5/5
TrustpilotExcellent customer service
Thanks for your 5 star review. This is fantastic to hear. Regards, Adam
4/5
TrustpilotMatt was very helpful
Matt was very helpful. But general services by southern is falling down ever since we got the property 6 years ago.
Hi Bikramjit, thank you for taking the time to leave us your review. It's great to hear that you were happy with the customer service and support provided by Matt.I'm sorry to read you're unhappy with the general service received and If there is anything in particular you'd like to discuss or share with us can you please follow the instructions in the email that I've just sent out to you through Trustpilot asking for more information. If you can provide us with your address and contact details, as well as more information relating to your enquiry, we can then pass this information to a member of the relevant team and look into the matter further.Kind regards, Tom
5/5
TrustpilotLatest was very good relaying what's…
Latest was very good relaying what's going to happen in the call regarding my current problem she is very keen on advising me on the matter so many thanks to her
Thanks Peter for your 5 star review. This is great to hear. Regards, Adam
1/5
TrustpilotKitchen Replacement
My Housing Association Southern Housing Group: SHG have an ongoing contract with PiLon they sent a Tenant Liaison woman to "Survey" my home, when I pointed out that I'd only be interested in the Kitchen units pictured on their website, not the cheap one's listed in our mail-out, she became rather aggressive. As if I should in some way be grateful that she'd turned up to do a job she obviously wasn't qualified to do (no tape measure, a bit of a giveaway), needless to say I gave her, her marching orders...
Hi Diana, we're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Thanks, Adam
1/5
TrustpilotAbsolutely awful company
This company are awful communicators and don’t give a toss about their customers. The building work done in the first place is amateur at best, it’s like they make mistakes and don’t care to fix it they just can’t wait to be finished and out of there. Southern take weeks and months to even reply let alone sort the problems out. I had my kitchen countertops fixed nearly a whole year after I moved in, despite letting them know of the damage when I first bought the house. The workers fixed the countertops but caused more damage to the kitchen than there was before they arrived. They assured me they’d be back “in a week or two” to fix it. They finally came back to fix their mistakes 7 MONTHS later, and believe it or not they created even more damage than the first time!!! You really can’t make this up. I live on a road with 6 houses and every single house has also had similar issues and feel the same about Southern and their customer service. My neighbours have had their thermostats wired wrong, toilets broken and baths cracked all before they moved in and southern tried to blame them for it.At the end of the day this company will blame you for any damages you report no matter when they are reported, and if they do come and fix something it’ll be months if not years later, and will most likely leave it in a worse condition than before. DO NOT RECOMMEND.
Hi Jasmine, we're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you'd like to discuss this further can you please follow the instructions in the email to provide us with your contact details as well as more information relating to your enquiry? We can then pass this information to relevant team so we can see what we can do to assist further. Thanks, Adam
5/5
TrustpilotSurprised but welcomed Customer service call.
Usually I get anxiety when trying to speak to someone who is of actual help in SGgroup. Past experiences have not been great, poor communication, lack of understanding and sometimes just plain rude. However today was a breath of fresh air. I actually spoke to someone who was able to help me. Was polite and got my issue resolved and answered all my questions. We need more customer service like I had today then maybe the reviews won't be so bad.
Thanks Khalid for your 5 star review. Regards, Adam
5/5
TrustpilotLovely Lady Latesha
Spoke to a lovely lady called Latesha today, I requested for her to get a service manager to contact me and instead she went the extra mile to see if she could help solve my query then and there with the service manager rather than getting her to call me back and I was able to request what I needed from the service manager there and then. Very helpful.
Thanks for the positive feedback Janelle!
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Southern Housing Group RES's London office has 1,059 reviews across two platforms: 355 on Google, 704 on Trustpilot.
Southern Housing Group RES London is rated 2.8 out of 5 across all 1,059 reviews, and 1.6 out of 5 on Google from 355 reviews.
Southern Housing Group RES London, Clerkenwell Road, London, EC1M 5LA.
