Southern Housing Group RES London reviews

★★★★★ 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

★★★★★ 4/5

Trustpilot

Making Lives Better Fund

Making Lives Better FundJust to say a big thank you to Hannah Martin for helping residents at Seacroft with funds to provide a Christmas Event where we could all meet to confirm, that we are here to help one another if needed.

Marian · 20 February 2023

★★★★★ 5/5

Trustpilot

Spoke to Debbie Francis today about a few questions i had

Spoke to Debbie Francis today at southern housing, I had a few questions i needed to know, Debbie went through each one, made sure i understood, gave me alot of her time was extremely kind and helpful, thank you Debbie

Nicola · 18 April 2023

★★★★★ 5/5

Trustpilot

Quick response

Call was answers quickly today and Natasha was very nice and helpful during the call.

Ms · 7 October 2024

★★★★★ 5/5

Trustpilot

Yetunde from the service centre went…

Yetunde from the service centre went above and beyond and took ownership of my issue and was fully committed to resolving my problem til my satisfaction whereas I have called numerous times into the service centre and the rest of the staff couldn’t care less about my problem, I was just a number to them but Yetunde treated me different and went above and beyond and even gave me a call back to follow up on my issue. I was extremely pleased with her service. Wish everyone in the service centre can be like Yetunde

Afeez · 17 November 2023

★★★★★ 1/5

Trustpilot

SH are the most unhelpful housing I…

SH are the most unhelpful housing I have ever none I've lived here 20 years it used to be ok but they do not respond to emails and Repairs are an absolute joke no one visits blocks anymore and certainly do not do anything about Anti social behaviour or drugs and even drug dealing complaining many times simply don't do anything about it living in Damp mould and mildew properties there answer is put heating on and open all windows even in winter Useless SH group do nothing

Miss · 14 November 2023

★★★★★ 1/5

Trustpilot

I wish I could give less than one star

I wish I could give less than one star. Over one year now we, including my 82 year old mum have been without heating. I have been to the MP and environmental health. We have had at least 30 if not more engineers in and most of them didn’t even know what they were coming for! This includes today where an electrical box was supposed to be replaced that hadn’t since 1988! And out of ALL the engineers ONE noticed. The engineer today didn’t even know what he was here for and said he can’t even do the work as it hadn’t been passed by the financial team! My mum now has a chest infection as she is so cold. Duty of care does not exist with southern. The safety of everyone in the block is at high risk too. Never mind the drug dealing going on. All this has been reported MANY times, but NOTHING. Another resident has had an ongoing leak for over 5 years and she recently got an email saying that they won’t do anything about it, this is after 7 months of waiting and southern saying that they would see to it. The surveyor came and had to wear a mask because the mould is so bad. Imagine having to live with that

Lisa · 13 November 2023

★★★★★ 1/5

Google

Unbelievably bad service. I cannot state how bad the customer service provided by this company is. By far the Worst customer service experience I have ever had. I requested a parking permit - A very simple request. Made 23 calls in total, with 7 attempts for a permit to be issued and still still date the 'trained staff' I have spoken to have not been able to issue a correct document out. I was charged £25 of course without any hesitation. But was not given the product I requested. I completed all document requests from Southern Housing Group and was given an a4 sheet of paper with my car registration on it to use as a permit with no adhesive. Essentially they must want me to sellotape a piece of paper with my car details typed on in 13 size times new roman onto my vehicle. The worst housing agent in my experience to deal with.

DazzleTVOfficial · 12 June 2022

★★★★★ 1/5

Trustpilot

Yetunde provided an amazing customer…

Yetunde provided an amazing customer service today. She was The first person that actually tried to help me and listened. The SH however is the worst company I’ve ever interacted with. I’ve reported my repair more than 12 months ago and it’s still not resolved. It took them more than a month to fix a leak in the pipe. The damage from the leak is still there. I have no light in downstairs cloakroom for more then a year and the water leak damaged the front door which doesn’t open and close properly. Sometimes I struggle to open it and I’m stuck outside in the cold. I’m calling them regularly and there is not resolution. I can’t use my bathroom for a year and a black mould started forming on the ceiling. They still require a full rent payment but Don’t take any responsibility for the repairs. Even if a repair is booked, constructors never show up. If I could I would give negative stars.

Nela · 9 November 2023

★★★★★ 5/5

Trustpilot

Toneo was very pleasent and polite and…

Toneo was very pleasent and polite and dealt with my matter fast and officantly Thank you

Martina · 9 September 2024

★★★★★ 3/5

Trustpilot

I phoned the department that deals with…repairs

I phoned the department that deals with communal repairs for the problem we had with our main entrance door lock to the block of flats..the lock was completely hanging off ..this very rude and arrogant woman on the other end of the telephone I spoke to just was not listening to what I was saying and I explained to her the problem we had with the main entrance door lock but she was just not willing to get a trader out until November I stated that this needs to be sorted out the same day as it's an emergency as residents use this main entrance to gain entry to there homes and it's a security risk this woman was still not having any of it ..so I said I would contact our housing officer to deal with the matter she stated .."well do that then " I asked for her name and she cut me off ..I was a little angry so I decided to called the other line who deal with other maintenance problems within your home and I spoke to a really lovely lady explained the situation and she was so so helpful...I just like to say a Big thank you to a lady called Wendy Crosby in your call centre she sorted out the problem that we had with our main entrance door lock to our block of flats..she was very positive and dealt with the problem without hesitation and very professionally ..and the trader came out the same evening

Wendy · 28 October 2023

★★★★★ 5/5

Trustpilot

Hayley Hudson was very helpful and…

Hayley Hudson was very helpful and informative when dealing with my very complicated issues. Charming, efficient and very professional. It was a pleasure dealing with her.

Rajesh · 6 March 2024

★★★★★ 1/5

Google

Worst ever no change only the name . Had a leak for years Optivio finally rectified it years later. I have damp and my illness has deteriorated due to they neglecting my leak . They don’t care or communicate with each other bad service won’t recommend them at all stay away from them if I can give 0 I will. Don’t know why Optivio changed to southern housing as it’s still the same bs with them . They need to be closed down waste of time cheap badly built homes with lots of issues all Optivio care about is rent money things will never change same old s. Avoid they can’t even repair nothing professionally very unprofessional and messy never clean up after themselves and always do a bad horrible rushed bad work job cow boys

Nicole · 24 October 2023

★★★★★ 1/5

Google

This should be complaint 1 of 5000 but to begin with genuinely, one of the worst organisations to deal with in history - very poor customer service. The lifts have been out of service in the building for over 10 days. No proper update has been provided by Optivo, Southern Housing or Precision Lifts. People in the building with young kids, mobility issues that have not been able to go about their day to day activities as a result of this poorly structured organisation. Very disappointed, the people I call are not understanding of the issue at all, each time the issue has to be repeated - I would advise looking to buy a home from Optivo or Southern Housing to really think and look deeply into their processes and procedures before committing to anything. Private owners, tenants and the like are treated awfully and dismissed / passed around on calls. Terrible.

Saqib · 24 October 2023

★★★★★ 5/5

Trustpilot

Staff supported me through a difficult period

Staff supported me through a difficut period of poor health and financial difficulty

Patrick · 25 March 2026

★★★★★ 5/5

Trustpilot

I had the pleasure of speaking with…

I had the pleasure of speaking with Leon. Who listened to my concerns and has arranged for a surveyor to attend my property. I have previously reported the issue, but no one attend to rectify the issues, I feel that Leon involvement that this has now been correctly logged and I'm hopefully that the problems will be rectify fully.

Sam · 17 November 2024

★★★★★ 5/5

Trustpilot

Latesha was so very helpful and have…

Latesha was so very helpful and have had not been very satisfied with previous responses

Trevor · 12 September 2024

★★★★★ 5/5

Trustpilot

Alex gave very helpful and quick service

First off, I was only waiting for 2 mins before my call was answered so , amazing start.My call was answered by an advisor called Alex, who was extremely helpful and and efficient with my quires.I've been looking for months for a property to rent and Alex gave good and clear advice on how to go about this. A number was provided for me to call and an email address.So thankyou SHG for the help and advice, great service, happily a 5 star review

John · 11 October 2023

★★★★★ 4/5

Trustpilot

First Impressions: SH have been fantastic and supportive

Following the shock passing of my Mum I needed to complete the succession tenancy process. Although it as a bit protracted at first, understandable given the situation, everyone I dealt with, both on the phone and face 2 face, were both sympathetic and understanding.The whole time the changes were being made I was kept up to date with what was going on. My first impressions of being a tenant with Southern Housing have been nothing but positive. The only reason I scored 4 instead of 5 is that there is always room to improve, but so far I cannot fault SH. Thank you for your support and making this as stress free as possible in what has been a very difficult and trying time for myself and my family.

Darren · 11 October 2023

★★★★★ 3/5

Trustpilot

Customer service is great, shame the company are useless

The only reason Souther Housing have got a 3star review is due to the great customerservice I received today from Toneo.

Carl · 13 January 2026

★★★★★ 1/5

Trustpilot

Serious Concerns About Safeguarding staff misconduct and Complaint Handling

Case Reference: CAS-2761178-B6P2Q1

S · 4 June 2026

★★★★★ 1/5

Trustpilot

The worst customer service

Purchased a flat through shared ownership last year. The buying process was all smooth and quicker than I expected. However, now that the flat has been sold to me Southern do not care.In May, I raised a complaint as there was an incident where the communal fire alarm was going off for 6 hours. I had to call the fire brigade who were unable to do anything (luckily there wasn’t an actual fire but a faulty alarm). I called the emergency number for Southern who advised that they couldn’t give me a timescale as to when this would be resolved. Completely unacceptable so I raised an official complaint. This complaint has been open since May and not resolved, it is now the end of September.I also raised two repairs end of August, these haven’t been sorted either. I was advised that the lady had been on leave and would get back to me in 2 days, this has no exceeded, no communication and no repairs. The lack of communication and customer service is an absolute disgrace. Keen to take your money (I pay £145 in service charge every month!) and yet they do not care about resolving issues. I have now requested to speak to a manager, to which I’ve been told I can’t, as because I’ve only spoken to the property complaints adviser two days ago I need to wait (despite the fact I have been waiting since May for a resolution!!).Absolutely disgusting service and I would advise anybody considering buying from southern to think twice.

Louise · 29 September 2023

★★★★★ 1/5

Trustpilot

No more false promises

Once again would give no starsWhen will southern housing start listening to there tenants Stop making false promises & treating us like 2nd glass citizens just because we rent property from them , I mistakenly wrote a good review on a promise which also never happened MY MISTAKEthey should be held to account for the way they behave ,I was treated like a no body even tho iv been in my flat for 35 years & treat it like my castle , the private neighbors next door get more say & respectOBVIOUSLY COZ THEY OWN THERE PROPERTY, just a shame we have no choices anymore. If they give you any hope with the problems your living with . Don't hold your breath. Your die before they sort it out 😩

Claire · 29 September 2023