Southern Housing Group RES London reviews

★★★★★ 1/5

Trustpilot

Absolutely 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.

Jasmine · 18 March 2024

★★★★★ 5/5

Trustpilot

Surprised 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.

Khalid · 18 March 2024

★★★★★ 5/5

Trustpilot

Lovely 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.

Janelle · 27 September 2024

★★★★★ 1/5

Google

5 years of hell. Southern Housing (along with Developers (Buglar) with their cut corners practices, untried and tested build materials & what seems like clearly no onsite supervision at the time of the build. I had/have +/-25 significant defects for my new build. The Entire site of about 40 plots many too. (I would discover over the next years to come, its practically the hundreds of thousands they manage). Southern Housing clearly lacked resources to facilitate defect tracking. (subpar IT systems & flawed complaints handling for years which the latter is only now recently being investigated by the Housing ombudsman as serious maladministration). SH wouldn't carry out accurate investigations properly - their front line basically isn't trained in understanding the nature of the defects - this resulted in the initial 1 yr defect period expiring & leaseholders still had remaining defects but simply told 'its fine, no further action' In my particular case: incorrectly wired ventilation system with a fake BOOST button in the kitchen, 4 x plastered into bathroom spotlights (if one bulb fails, you need to break the decor and paint to get them out of the casing), 5 yrs of knocking roof & buckling guttering (non-fit-for purpose temperature intolerant materials used, but its ok, SH dont look at trends or submitted video evidence (their IT systems & their IT security policy doesnt allow them from accessing my public Shared Google drive with the evidence as resorted to due to their mailbox cant receive anything over 2MB it seems), so SH close the case. It's also more convenient for SH to keep throwing the leaseholders service charge funds at the re-occurring defects for communal issues (unfit materials & non-monitored 3rd party contractors & landscapers too). Emailing SH about an issue, they dont have a ref system, so very fitting you dont get a response. Temperature intolerant internal wooden flooring materials used, i.e. every spring summer, & autumn it sounds like you are walking on cornflakes - even after 5 years later (But Dont worry, SH advise it's within tolerance & acceptable, I wonder what development rule of thumb they use for this basis?), Internal Doors being able to be pulled open without pulling down the handle (but dont worry, SH advise thats acceptable), Missing internal components stove extractor fan flute when discovering a build up of cooking residue around the ceiling (SH, Im out of my defects periods, well actually SH its not a defect, but a clear missing part of the apparatus of the house build, this component didnt break and disappear over time), Always having poor sound insulation from neighbouring property & after waiting years for SH to provide the property's blue prints, it was eventually discovered that the pre-sale blueprints infact stated hardwall plaster 15mm was meant to be used (which was also re-iterated at the time by the visiting developer rep when I'd reported excessive flanking noise passing from neighbouring property within the 1st yr defects period), yet come independent investigation there was no such plaster method, but instead the cheaper & quick & inferior Dot & Dab method producing a cavity wall for sound to be amplified from neighbouring properties (i.e. non-fit-for-purpose). All of 2023 I've been asking SH to respond to the complaint 'blueprints mismatch' (inferior wall insulation used), but they ignore, I resorted to informing their Billing team I would be withholding serv-charge for unresolved defects & also due to nature of blueprint mismatch, the RENT portion too untill they facilitate a face to face meeting. Even with the ombudsman chasing them on this for 6 months, they still havent concluded/responded to the SH stage 2 complaint Noise matter. As of 18 Dec 2023 the SH accounts team have served me a NOTICE of Seeking Possession of my shared ownership home & notified my mortgage lender in regards to me withholding the rent & serv charge as desperately seeking a face to face meeting with the SH housing manager.

Chris · 11 March 2024

★★★★★ 5/5

Trustpilot

Stephanie was so supportive and helpful…

Stephanie was so supportive and helpful She really made a difference Her input was invaluable She completed most of the form for me and advised which changes I should make Was a really useful and quick. service Thank you

Tracey · 3 October 2023

★★★★★ 5/5

Trustpilot

I want to show some appreciation to…

I want to show some appreciation to advisors Brandon and Latesha for their efficiency during a call yesterday. If all Call advisors were well mannered like these guys, people would be less frustrated when they finish their call. I don't have the time or energy to type all that I have been subjected to between southern housing or United Living. My last straw was saying I want to make an official complaint. It took me nearly an hour to get through only to be transferred to a lady in the complaints department who stated " making a complaint won't get your repairs done any faster" instead of commencing the complaints process, she transferred me back to being 7th in the queue to talk to another call advisor, for what I do not know. So Brandon and Latesha kudos to you both. Keep up the good work. Do not let the standards of SH or UL change you, you change SH and UL with your standards, period!! Can you promote these guys please!!!From Lorna

Patsy · 6 March 2024

★★★★★ 5/5

Trustpilot

Yetunde provided great customer service!

Yetunde was very helpful in helping me sort out a first time resident permit. She explained the process clearly and answered all questions. Very polite and patient even whilst my children were making a racket in the background.

Customer · 23 October 2023

★★★★★ 1/5

Trustpilot

Causing delays in house sale

We are currently trying to sell our home and delays from Southern Housing have been extremely frustrating.

Matt · 10 April 2026

★★★★★ 1/5

Trustpilot

My brother Paul (Deceased) still heard…

My brother Paul (Deceased) still heard nothing from southern lies and excuses absolutely disgusting.

Leslie · 1 May 2026

★★★★★ 5/5

Trustpilot

I needed to contact Southern Housing urgently…

I needed to contact Southern Housing about a local issue I dont really like phone calling due to Hidden Disabilities but couldnt find a contact on the paperwork but Im very glad I tried now as I got through to Sarah who was so calming & understanding & helpful Im very glad I did, as she has restored my trust in SH now, as Ive had very little help that is needed to get some repairs done to my home, so not impressed with SH but its good to know there are some lovely caring staff like Sarah I hope others can learn from her kind & caring way of dealing with a tenant Thank you again Sarah

Callie · 21 February 2024

★★★★★ 5/5

Trustpilot

Michael in the customer service team is…

Michael in the customer service team is outstanding! He is dealing with an issue I have and going above and beyond to try and get a resolution. This has made such a difference to me in what is a very stressful time and I can’t thank him enough! I hope his manager can give him the recognition he deserves! Thankyou Michael, you are an asset to your team

Fiona · 23 September 2024

★★★★★ 5/5

Trustpilot

Problem sorted

From my own experience the service team at Southern Housing (especially Bonny) were polite and very helpful and took time to address my query and got it sorted. Many Thanks!

Leigh · 28 March 2024

★★★★★ 1/5

Trustpilot

This company do not care about anyone

This company do not care about anyone or any business that hit makes poor or bankrupt. We had water coming in from the flat above our shop that belongs to Southern housing not my shop. So who is to pay for this I believe not my shop or myself but southern housing should pay if Zurich Insurance who they are insured with will not. This has left our company struggling on with debt. We had to pay for all the stock that was damaged and pay for new so we lost a lot of money as the shop could not open. They have left us on the gutter with no help what so ever there insurance guy will not get back to you or answer his phone coward. This has left me getting ready to block all pipe coming into my shop they can then pay the cost of rerouting them away from my store this will cost them a lot more than paying for the mess they have coursed. I have asked for a meeting with them and nothing hide away behind closed doors. If you have pipes above you property that Southern housing own get then blocked

Richard · 15 February 2024

★★★★★ 4/5

Trustpilot

A big thank you Hailey Hudson not Southern Housing call centre!…

this isnt for SH itself but for the lady in the customer service centre Hailey Hudson who has taken my complaint and details seriously. The actual service from the call centre is absolutely disgraceful however this lady was kind and considerate and is escalating my complaint about the extremely rubbish service from their call centre, not one brain cell between them after call after call to 'try' and get an emergency plumber you would think i was asking for the world!!! thank you again Hailey for your outstanding compassion.

Victoria · 14 February 2024

★★★★★ 1/5

Google

Raised a complaint due to service disatisfaction received from one of their TSG contractor (had an extremely rude contractor enter premises and left without completing job), despite giving them the exact date, approximate time, the name of the contractor, they had not completed the investigation and has now been few months. Im now having to go to Property Ombudsman to get to the bottom of tgis. Apalling response from Southern Housing can't see how they've completely ignored their residents. I also wrote an email to them which I never had a response from.

Anwar · 12 February 2024

★★★★★ 1/5

Google

They deserve a zero star and a punch in the face. Awful customer service, no help at all, all they know is to hang up if you ask them for help and support. Very racist people working for them, so shocked. No communal cleaning, lift has been out of order for the past 2 months. They keep extending the date and keep delaying to fix the lift. Other blocks have the same issue but going on for an entire year, so NO HOPE they would fix the lift anytime soon. Avoid at all costs, absolutely appalling service.

S · 10 February 2024

★★★★★ 1/5

Trustpilot

Gillian Hamilton Sarah Anderson Awful Aftercare

Where do we start moved into our new build and the cooker and fridge/freezer not working, this was 7th December to date we are still awaiting our fridge freezer to be replaced Gill Hamilton & Sarah Anderson at the Southern Homes aftercare team are completely incompetent never return emails with news just we have chased for an update, all this since December they have even claimed to have spoken to Zanussi who have confirmed it’s ordered well where is it, numerous things have gone wrong I’ll fitted carpets, cracked patio door the list goes on log a defect with them you here nothing the level of customer care is disgusting. We have now spoken to our Solicitors to get things moving

Mordelma · 8 February 2024

★★★★★ 1/5

Trustpilot

Southern are impossible

I have been trying to get updates on ongoing repairs since September 2023 it's now the middle of January 2024 and still I have no updates as mine and two other tenants emails are being ignored we have a security door lock vandalised, intercomes out of service since last August 2023 and night lights in our garden and entrances to upstairs flats, this is a disgraceful and very unprofessional service unbelievable sms repairs just don't update or do repairs even urgent ones an absolute disgrace.it's beyond belief.I cannot believe they haven't got the decency to reply to mine and two other tenants emails with updates it's shocking. It's an absolute sham of a company.we don't even have the name of our residents manager not that they would help, I put a complaint last year still hasn't been dealt with.it's now the last week of January still no replies to emails and still no nightlights, intercoms and a broken lock on a security door broken most of repairs be outstanding for months. Absolutely disgusting, they clearly can't answer emails or do repairs. Shocking.still our repairs haven't been done and now it's 4th February it's a disgrace and unbelievable.

Guestlaura · 4 February 2024

★★★★★ 1/5

Trustpilot

Raised a complaint due to service…

Raised a complaint due to service disatisfaction received from one of their TSG contractor (had an extremely rude contractor enter premises and left without completing job), despite giving them the exact date, approximate time, the name of the contractor, they had not completed the investigation and has now been few months. Im now having to go to Property Ombudsman to get to the bottom of tgis. Apalling response from Southern Housing can't see how they've completely ignored their residents. I also wrote an email to them which I never had a response from.

Anwar · 27 January 2024

★★★★★ 1/5

Trustpilot

allowed gas bottles for years all 8…

allowed gas bottles for years all 8 housing officers did nothing but sent out letters. until this year. after reported to Paul Hackett CBE -Paul is Chief Executive of Southern Housing

Trevor · 14 February 2024

★★★★★ 1/5

Google

I have been a tenant since 1995 with Optivo with an excellent track record. In the last 8 months I have been going through a nightmarish ASB with an Optivo neighbour. I have had to contact the Police, local authority and social services all confirmed that Optivo is one of the worst Housing Associations around. Optivo have completely failed in their duties towards me as a victim and months of collecting ASB evidence from sound recordings, video recordings, photos, witness/ neighbours statements and medical reports have come to nothing. And although some neighbours/independent house owners have emailed and contacted Optivo expressing that they’re very concerned about how badly the property is being neglected, which is clearly causing hygiene hazards, health issues, not to mention the terribly embarrassing image for our lovely street, yet despite all our (myself and neighbours) requests and pleading for someone to physically attend the premises and investigate for themselves. Nothing has come out of it. I'm a highly rated registered disabled single father that has been driven to anxiety and depression after suffering months of harassment, abuse, threats and ASB, it has especially deteriorated my emotional and mental status due to my suffering from PTSD growing up during the war, the random loud shouting, and bangings on our ceiling offered from upstairs really doesn’t help. Simply because we had stressed our concern to Optivo about loud music, and other unsociable activities at unneighbourly hours. Optivo managers have refused to meet me face to face or visit me to discuss and see for themselves the situation that I have been reporting for months. At least 20 times the investigating officer failed to call me after agreeing to call me. I reported suspected drug dealing and children abuse but Optivo have turned a blind eye to this situation. For months I have been unable to sleep due to ASB noise till the early hours of the morning. Family members have lost their jobs due to sleep deprivation and fatigue due to extreme stress and lack of sleep. Optivo management should resign as they are totally unprofessional and incompetent at running this organisation. They lack both common sense and empathy towards suffering tenants. My case has been passed to several individuals working at Optivo to investigate and sadly either they get removed very quickly and if IF they get replaced, they don’t feel the need to communicate and take advantage of each other’s findings regarding the case. It’s basically either starting from scratch each month or creates a great deal of confusion. If I had to describe Optivo’s conduct, it would be “a very toxic, unprofessional and biased environment” If anyone on this review forum as managed to take legal proceedings against Optivo for their incompetence then please respond to my review as I have no option left but to take Optivo to court for the harm and suffering they have caused me for months. Any assistance or guidance is greatly appreciated as our lifestyle and health of myself and my two young sons have been severely affected. God bless you all Behrooz Nasr-Azadani

Ashkaan_N-A · 24 October 2022

★★★★★ 1/5

Trustpilot

WHAT CUSTOMER SERVICE SHOULD FEEL LIKE

OK firstly i want to point out that for a year i have had a serious issue with southern housing and their lackadaisical attitude toward my repair and my concerns but when credit is due, I feel I want to say that amongst their below average staff I want to praise two individuals that have finally put my concerns to rest, acknowledged my frustration and have set the wheels in motion to actually solve my issue once and for all !! so a big thanks to JO HORTON who initially took my call and set the ball rolling, really appreciate speaking with you & LEIA AUSTIN who followed up with sound sensible advice and both kept their word in keeping in contact. Southern Housing these are the type of staff you should be bending over backwards to keep and maybe training some of the others.I FEEL NOW THAT AGAIN AFTER APPROXIMATELY 12 WEEKS SINCE WRITING THIS REVIEW ABSOLUTELY NOTHING HAS BEEN DONE. MY CONCERNS ABOUT MOULD SPREADING ACROSS MY CEILING AND WATER DRIPPING ONTO FLOORING AND BED HAVE NOT BEEN TAKEN SERIOUSLY. ABSOLUTE SHAMBLES. THIS WAS REPORTED BACK IN OCTOBER 2022. 15 MONTHS IS A CONPLETE JOKE. SHAME ON YOU SOUTHERN HOUSING.

Darren · 22 January 2024

★★★★★ 1/5

Trustpilot

Southern Housing 🤬…

My sister lives in a southern housing apartment in Chatham. The food is awful the building after only five years is in disrepair .. ceilings coming down lifts continually out of action . They NEVER address owners concerns are rude and incompetent. Owners pay a substantial amount for service charges, yet sadly there is no service at all. Previously Optivo and they were just as bad

Denise · 2 October 2024

★★★★★ 5/5

Trustpilot

Patio Door Replacement Since Sept 2025.

Even though I had to wait over 1 hour in the queue @ No 19..

Juliana · 8 April 2026