Southern Housing Group RES London reviews

★★★★★ 1/5

Trustpilot

Again only giving one star as I can't…

Again only giving one star as I can't select zero! Five years into a major complaint trying to get my home repaired. Reported to Housing Ombudsman with limited success, even though they deemed it severe maladministration. SH contractors caused a flood through my roof almost a year ago and I'm still trying to get that sorted. Three bedroom house, but I can only really use one bedroom and kithcen/diner - I'm paying full rent though! Disgusting company. Complaints team an absolute waste of oxygen. SH, don't answer saying you want to help. You don't. As stated above, I've been down that road many times and nothing changes. If I had anywhere else to go I would move out.

Angry · 11 January 2024

★★★★★ 1/5

Trustpilot

Wish I could give less than 1 star

Wish I could give less than 1 star. Even when you put a review on here, someone replies just and asks for more details to be able to contact you, but that’s it. They never get back to you. My mum who is 82 has had no heating for over a year. All they send are cowboys. The security and safety of the residents are also hugely put at risk with a lot of other issues to. All have been reported, but still nothing

Lisa29 · 10 January 2024

★★★★★ 1/5

Trustpilot

The astounding level of incompetence…

The astounding level of incompetence within this company is almost incomprehensible. So to explain. When southern took owner ship of the property from l and q they failed to contact universal credit whom despite acknowledging the change of details from me ,continually to pay l and q , it took over 12months for you to do anything, even with me email and calling you and asking you to contact universal credit as they needed to be contacted by the landlord,not the resident, you then tried to launch legal proceedings to evict me having done none of the legally required things ,that you have to do before launching legal proceedings, like contacting dwp and discussing the account. Actively refusing to do so when asked. You allowed the rent to fall into arrears of £3700.before you did anything to recoup it. Which only got fixed when I sent yet another email to both you and universal credit detailing the incompetence,Within 24hrs you had managed to pick up a phone and do the bare minimum of your job and they agreed to a bulk payment to remove arrears.Come to a year later , my rent account is just short of 5000 in credit because you have failed to inform universal credit that the arrears was paid off and have allowed them to pay you way more than you need. The last time they had an update from you with regards to arrears was 29/12/22 . That combined with the fact that ive now been waiting over two weeks for you to unblock my toilet ,and had to get local e.h.o involved to get any response from you ,having phoned you numerous times,going through three different company's before you can speak to someone ,who inevitably doesn't know what their doing or care about you prob. And will either pass you onto someone else or lie to you and say they will call you back. But never do. Staff sending you though to the wrong department,and sending emergency job to departments that have no one in them until the 2nd of January. Then when you staff return just closing the job as though is going to have magically fixed itself . 1 star and that's being generous. If you have an option to not live in a southern housing property , take it.

Dale · 5 January 2024

★★★★★ 1/5

Trustpilot

Shame on you Southern Housing!

Southern housing is one of the worst housing associations. I have been complaining about my kitchen drawers and cupboards falling off the hinges for over a year and each time l they would send someone to repair them. I was told by the repairs men that it would be best to replace the cupboards because they were very old and it's only a matter of time before they fall off again, I contacted southern housing and told them what the repair men had said and they refused to change the cupboards. In September 2023 one of the cupboard door fell off and landed on my 8 year old son's foot, my son was in pain for months, I reported the incident to southern housing and noone has contacted me to even apologise for what had happened to my son. You don't even deserve 1 star, It's a disgrace, shame on you southern housing!

Jessica · 4 January 2024

★★★★★ 2/5

Trustpilot

Bad attitude

Omg, I spoke to a young lady a month or so ago and she was so very friendly, this time I spoke to a lady called leive/Evie I couldn’t believe the difference in attitude, I felt very embarrassed and humiliated and this person didn’t help at all, if anything she made me feel worst. They did help me which was so very nice of them but I felt like I was begging, I can’t understand why they where so different, surely they must get customer service training as the came place!!!

Stephanie · 2 January 2024

★★★★★ 1/5

Google

Our area here in Hastings which has mainly homes owned by Southern Housing previously known as Optivo previously known as Amicus Housing. They are still blaming covid for the slow repairs. We are surrounded by drug dealers of which Southern Housing has stated they are ‘aware’! There are no safeguarding measures in place for us tenants with communal doors being left broken and locks on gates left glued up so we can’t lock them. The landscape team cut down all of the flora which leaves us vulnerable to the rat runs the drug dealers have created. They are not working with Sussex Police on tackling these issues. The once lovely area is infested with DDs. They have doubled our service charge to over £30 a week for services we do not receive. A bit of paint does not hide the desperation that us decent tenants feel. Nobody has bothered to contact us face to face to check on our wellbeing. The ASB Team gave me a load of nonsense over the phone. Hike up the rent and leave us all to rot with these dangerous individuals of which there are many. They moved 3 people onto one block who are now dealing from 3 different flats. The road traffic and the human traffic is non stop day and night. Robertsons Hill, Hastings.

M · 20 May 2025

★★★★★ 1/5

Google

No regard for their tenants wellbeing. I have been trying to make contact for months regarding the same issue and get an email back saying I will hear from them by a certain date but nobody gets back to me, so I call and am told the person isn’t available and they will be in touch, but guess what? They never get in touch when they say. Their reluctance to respond to anything in writing speaks volumes. Slum landlords, who are happy for people to live in appalling conditions as long as they get paid. I have written to my local mp as I can’t live like this.

M · 17 May 2025

★★★★★ 1/5

Trustpilot

Avoid Southern Housing, if you can!!

I’m a vulnerable tenant who’s been facing ASB, s**** harassment and hate crime from an illegal sublet occupying a flat in my building for years on end now. My mental, physical and financial health have all declined due to the ongoing distressing behaviour. I’ve been in fear after this ‘neighbour’ attempted to get into my home. I literally cannot sleep. Police have been involved. Southern Housing has done nothing to help me nor adhered to their own policies. I’ve provided evidence, records, police references and advocation from my GP and therapist. Southern Housing’s failure to make a repair, for years, stops me from making a mutual exchange. The Housing Ombudsman instructed Southern Housing to help me to move, but I’ve heard nothing 2 months later. They’ve failed to respond to about 40 emails. I didn’t hear from my HSM for about a year. My ASM lied about my case to organisations advocating for me to be rehoused. It’s a never ending nightmare that’s lead me to A&E. When I reported the culprit as an illegal sublet, they told me they “didn’t want to discuss it”. When I think I’ve seen the depths of their ineptitude, they surpass themselves. Southern Housing pat themselves on the back for handling ASB, but are extremely dismissive of tenants in distress. If you have the option; avoid Southern Housing at all costs!The Service Centre staff are wonderful, the issue comes from staff behind the frontline. Regarding their review responses below, they just ask for your contact details to verify you are a customer. There’s nowhere to provide further information on your complaint. They’ll remove your post if you don’t respond with your contact details. I’ve been a tenant for 14 years, I don’t expect anything different after providing the same phone number they’ve always had for me. I face another Xmas in utter fear of this illegal occupant.

Lee · 22 December 2023

★★★★★ 5/5

Trustpilot

Professional and Prompt service

Spoke to Letesha very professional pleasant and helpful.I received the information we discussed promptly Very good experience

Anna · 27 September 2024

★★★★★ 1/5

Trustpilot

Southern Housing has introduced E…

Southern Housing has introduced E permit parking. Instead of display parking. So if you have no Internet connectivity. They can rinse you and your visitors financially. I can only assume they are getting a kickback from Sippi Parking. Because its certainly not working for us residents. I may be wrong, so it would be good if they can clarify the situation thanks in advance.

Blemsters · 12 October 2024

★★★★★ 1/5

Trustpilot

Rent a social house from southern…

Rent a social house from southern housing.I reported a fault with the boiler and hot water on the 11/6/2024 as of 22/7/2024 still have no heating or hot water.Don't think the so called tradesmen know what they are doing.called Southern housing they seem to think it's not there fault it's the emergency call out .Who employees the emergency call out who gave them the contract.Southern housing.Absolute joke Absolute joke

Terry · 22 July 2024

★★★★★ 1/5

Trustpilot

Various issues not resolved

Southern housing are absolutely hopeless at answering emails and dealing with issues it's beyond belief.they are unprofessional. And rude. Take months to deal with repairs and give you know support. A disgrace.they are a call centre and they leave you hanging for along time too what a joke.they don't read or reply to emails when you call they do know what your talking about so obviously don't make a note on the computer of issue reported they are a disgrace.we have had intercoms a d night lights out of order since August.

Guestlaura · 15 December 2023

★★★★★ 1/5

Trustpilot

Very unprofessional service

Very unprofessional service, housing team very slow to do anything ,making people homeless due to lack of care and knowledge,however some of the families related to some workers of southern housing or council have houses straight away. If you let them know what you think about how they work they get offended and hang up ,even if you talk calmly as they get offensive, because you not allowed to tell them your opinion especially if is putting them in bad light.

Aga · 11 December 2023

★★★★★ 5/5

Trustpilot

Helpful service

Juanell was a lovely helpful lady who helped me today with my inquires regarding repairs to my property.

Sabrina · 4 September 2024

★★★★★ 5/5

Trustpilot

I want to thank Bonny

I want to thank Bonny, beautiful service, spoke and explained everything perfectly and was so polite.

Amal · 6 October 2024

★★★★★ 5/5

Trustpilot

MIKE DALE IS MY HERO

I have just moved out of my district and comfort zone with Southern Housing whom were my previous landlords.

Nicola · 20 February 2026

★★★★★ 1/5

Trustpilot

Dreadful service, arrogant and inept.

What an appalling service. They never respond or fix anything in our block of flats. They have presided over a construction firm that has gone bust for the complex (over 6 months ago) and don't provide any updates about when a new firm will be instructed or when things will be fixed. Many things are broken and don't ever get repaired, doors, windows, lifts - bikes are stolen because they haven't secured the building. You make a complaint and no one responds or it's a 'we'll look into it' and no one does. They then had the audacity to add an extra service charge because they 'under charged' the previous year.I have tried to get a face to face meeting with them many times, but they ignore the request. And then the rent goes up hugely each year. What a disastrous organisation. They need to be held to account. Can anyone help?

Gary · 9 December 2023

★★★★★ 1/5

Trustpilot

Thankyou for nothing

Thankyou for putting me in debt for the first time in my life . Especially considering this being the outcome of a decision that home owners and taxpayers had no say in .Thankyou for once again proving how useless you are by having a completely clueless customer service team and making meaningless promises to return calls / emails when requested by your customers.Thankyou for continuously championing the strategy of passing the blame when people call to complain rather than trying to understand the problem , apologise and ensure the customer is speaking to the correct person.Last but not least , Thankyou for taking it on yourselves to be the arbitrators of all decisions and always ensure that whenever you make a decision you give as vague information as you possibly can to your customers as well as making sure your customers aren’t fully aware of any goings on nor mentioning any predictions of serious any future changes once the decision is finalised . And of course ton ensure all customers who are with you continue to pay through their noses through this incredibly financially hard time .So thanks Southern Housing Group for making our lives harder than needed.

Ed · 7 December 2023

★★★★★ 5/5

Trustpilot

My review of Southern housing and the income team

I will give an honest and true review to the best of my ability. I recently moved home which brought a whole host of stress and worry. The income team have been very, very understanding and can not fault them, they were polite, caring and actually listened. It just shows if you give respect you get respect in return and if you are upfront and honest you get understanding. The new property I was given had some faults but they are being quickly sorted out Whether your opinion of southern housing is a good one or a bad one. It shows that if you are honest and don't shout or swear and get angry then it can be sorted out. No one is perfect. Thank you southern housing my opinion of this company has changed for the better.

Rick · 5 December 2023

★★★★★ 1/5

Trustpilot

Disappointed with the level of REPAIRS & CUSTOMER SERVICE

Since Southern Housing have merged with Optivo the level of repairs and customer service has declined. Generally there is a month wait for repairs to be done, if it gets done in that time and even trying to get an estimated time of delivery is impossible only to be told at the last minute in the day that the engineer will not be attending and not to mention loss of pay due to taking time off work waiting for the engineer. Please bring back the service Optivo use to deliver! The merger has caused frustration and anxiety.

Anita · 4 December 2023

★★★★★ 5/5

Trustpilot

Toneo was very helpful

Toneo was very helpful, taking time to listen to my enquiry and route it to the correct department.

Jools · 30 August 2024

★★★★★ 5/5

Trustpilot

Wendy at customer service was lovely…

Wendy at customer service was lovely today and helped me, she didn’t just leave me on the phone she kept coming back to me keeping me updated . Very polite As for the repair contractors that southern use they need to change them as they are have no ide about organising jobs the staff that work for them are lovely but the company is useless so I hope southern housing look for new ones next year ! But as for southern housing customer service cannot fault them

Customer · 29 November 2023

★★★★★ 1/5

Trustpilot

Very poor customer service....

On 19th of June my car suffered damage when I accidentally drove into a pothole in a car park in Islington. Initially, it was thought that the carpark was owned/operated by Islington. But after c14 weeks of them giving my case with them a jolly good stiff ignoring they identified the responsibility as lying with Southern Housing. Having found the correct owner I was initially hopeful that the issue would soon be resolved. After 4 weeks of hope and misplaced faith and discovering that Southern Housing Customer Services seemed to be following the same processes as Islington, i.e. giving my case jolly good stiff ignoring, a small ray of sun was about to break through the gloom. When I next called it seemed as if I had made a mistake the Customer Service Agent had news of progress . At that point I felt as if it had all been worthwhile, until she dashed my hopes. It transpired that my case had now been referred to Islington Police. I'd now had enough. Learning from past experience I decided not to let Southern waste another 14 weeks of my time. So I again threatened and then did escalate to the CEO. Signs of progress and then nothing material. And so with the half year anniversary of my accident looming large, just over three weeks to go, and no end in sight I've spent at least a day exploring way that I can draw attention to both Islington's and now Southern's lamentable customer service system.Again I have to credit the Customer Services agents for their warmth and good nature.Dear Adam.Isn’t amazing that only after I have wasted more time than I can recall on trying to have a sensible conversation with Southern Housing, they “reach out” using thrust pilot as a cut out for my contact details. They already have my details , mobile number and email along with the case number already logged on their system. They go on to warn me that my review will be taken down unless I respond within three days. If someone from Southern has a genuine wish to have a conversation with me about my experience and how it can be improved then all that person has to do is to call me. And if they can’t find the details on their system then please ask them to contact THIER Senior Insurance Manager who operates from their Fleet House Officer who since I posted this review has had no difficulty contacting me via phone/email. So stop trying to Gaslight me or my experience .In any Customer Service system that I've ever had experience of its possible to conduct a search with numerous unique Keys, for instance the name of the Complainant. As Southern's system seems so poor in its inherent ability, a last helping hand. The Case Number which they raised on their is CAS-2004072-Q9B4G8

Paul · 28 November 2023

★★★★★ 5/5

Trustpilot

My recent call concerning repairs

My recent call concerning repairs, ended very satisfying as Toneo whom I spoke to, dealt with my queries and concerns patiently and was really helpful, The jobs were raised and received job numbers etc.. After I’d been previously frustrated chasing them up. He even called me back, with an improved connection, as the reception wasn’t great on my end. A polite approach and much appreciated.

SABRINA · 9 September 2024