Trusted Agent profile · London
★★★★★
1,061 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 1,061 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.
1/5
TrustpilotIf I could give these Cow boys 0 I…
If I could give these Cow boys 0 I would.
Hi Lisa, 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 address and contact details? We can then arrange for someone get back to you to discuss this further. Regards, Adam
1/5
TrustpilotWhat a waste of a one star
What a waste of a one star, every time i call they hang up and never answer again. Appalling customer service. The lift has been broken for the past 2 months, but they can't care enough. Some of them are so racist if you have a tiny bit of an accent they will not answer your questions properly. AVOID!!
Hi there, 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. Regards, Adam
5/5
TrustpilotThe repairs were completed quickly and…
The repairs were completed quickly and the company men were very polite and friendly keven did come and he done a wonderful job and last week my two windows could not open and Andrew also did a wonderful job I would like to thank the team for there help kind regards Nikki
Thank you for the kind feedback Nikki.
5/5
TrustpilotI called the repair number today and…
I called the repair number today and was greeted by a gentleman named Toneo. He was very helpful from the start. Went out of his way to solve my problem. He was extremely polite, willing to help and very understanding.A very good experience.Thank you
Thanks for the positive feedback Aysha - it's great to to hear that Toneo and the team were able to support you on your recent call. Regards, Tom
1/5
GoogleSouthern housing you are are joke had kitchen put in but because I wanted my own sink put in they said kitchen fitter was not allowed to put sink have had sink put in and now today have been told they will not connect my tap up or put the plug in how ridiculous is that had no water indoors for 5 days now no washing machine so I have got to find a plumber to fit plug and connect tap disgusting people maybe I shouldn’t pay my rent this month
1/5
GoogleWhat a a horrible service from a company or the person dealing with the sales , If this is the way sales people treat buyers of the properties and the team treat people like this, the company don't care and allow staff free range to treat buyers or shared ownership like this, I really hope head management read this as they need to be made aware that people are treated like this , selling team are horrible, treating potential buyers like this can't be what a company want ... if they do then ,best to never deal with thr team selling shared ownerships...
1/5
GoogleReally poor communication!! Between the office staff and the tradesman, can never get through to the repairs team to report tradesmen not turning up. Appointment sent out muddled or for something completely different to what you have reported. Absolute nightmare!
1/5
GoogleRe paying for service charge. The letter I got made me feel ill. If Southern housing has over spent , they need to reclaim it back from the contractors they send to repair their properties, as they are not doing decent job, after reporting leaking roof, contractors came out. Then I saw scaffolding go up, few weeks later, scaffolding came down. Guess what, roof is still leaking. Now that is why they are over spent.
1/5
GoogleWorst company/service ever. You literally wonder why you pay them. Whether it's a roof leaking, or bell not working or any thing to be fair, they are just making things more complicated. Impossible to speak to them unless you have 4 hours in front of you and be ready to get a response like: "we will come back to you" but of course they never! Consider this before buying a house/flat they manage as it will frustrate you.
Hi Hugo, we're sorry to hear about this exepreince with our comapny. Please can you email our Customer Service Team on service.centre@shgroup.org.uk or call us on 0300 303 1061 and someone will be able to investigate this for you. Best, Southern Housing Group.
1/5
TrustpilotFeel Fobbed OFF
I have complained many times to their office about a neighbour (also southern housing tenant) smoking something foul inside, that comes into my flat and stings my eyes and makes me cough.They told me to just open the windows and put fans on, in winter.
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 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
TrustpilotNo idea how to action anything antisocial
They don't deal with any antisocial behaviour ie drug taking, abusive behaviour or anything else. The staff don't have the power to action anything. If you need help call the police as at least you will get it referenced. Then phone the council and, tell them that SH have done nothing. I have never had the misfortune to have had to deal with such an appalling bunch of unqualified personnel.
Hi there, I'm sorry to hear you're unhappy with the level of service received. We're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you're able to follow the instructions in the email to provide us with your address, email address & phone number as well as any extra relevant 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
TrustpilotSouthern Housing/Optivo
Reading some of the previous posts I can only agree with the comments shared.I have been waiting for nearly three years for my leaking gutters to be repaired.Despite constant chasing the problem remains unresolved.Letters and emails go unanswered.Since Southern Housing took over from Optivo in January the same old shambolic service has prevailed. Their 'Customer Service Promise - Providing A Great Service' (YEAH RIGHT).
Hi Bernard, 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're able to follow the instructions in the email to provide us with your contact details as well as any extra relevant information relating to this matter we can then pass this information to relevant team so we can see what we can do to assist further. Kind regards, Adam
5/5
TrustpilotGreat customer service and follow up…
Great customer service and follow up from Bunny at the customer service centre. I have been beating my head against a brick wall for months to get a surveyor because my windows are falling out. Bunny said he would chase this up and contact me when he had organised a visit, which he did in a timely fashion. Much appreciated.
Thanks Michael for your 5 star review, this is great to hear. Many thanks, Adam
4/5
TrustpilotDebbie was very helpful and polite
Debbie was very helpful and polite. I hope my problem should resolve soon.
Thanks Naz for your kind feedback. This is great to hear! Regards, Adam
1/5
GoogleI would give zero Star if I could. Awful customer service and the whole other contractors they use, specifically K&T heating service . Poor coordination of customer service , they would lie to cover their back and have zero compassion for their tenants. The complaint team is incompetent: all you receive is sorry you haven’t had hot water for a month.
Hi Josephine, I'm sorry to hear you're unhappy with the level of service received. We're keen to assist and if you'd like to discuss this further then please contact us. There are a number of ways you can get in touch. The quickest and easiest way to contact us is using our online services. For more information, please visit our website: https://www.southernhousing.org.uk/contact-us Regards, Ross
1/5
TrustpilotThey don't care
These people are awful - repairs not done for one year, every time I call they never sort it out. Issues with pigeons nesting in our balcony and they refuse to help even though it due to poor structure and building. Really bad and we're moving out soon because of it. Their repairs employee just put the phone down on me when I asked to talk to her manager
Hi Sherry, I'm sorry to hear you're unhappy with the level of service received. We're keen to assist further and have just sent an email out to you through Trustpilot asking for more information.If you're able to follow the instructions in the email to provide us with your address, email address & phone number as well as any extra relevant 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
GoogleAbsolutely horrid people. I have a 5 year old and a 2 month baby and we’ve been living in a completely mouldy and condensed house for over a month. i contacted Optivo about it when I first noticed it and all till now at times like this these people have done nothing to sort it out. One of their managers told me I need to get house insurance because they can’t do nothing about it. But I rent and why should I pay for a house insurance to sort out problems with a property that belongs to them. :/ this is still ongoing.
Hi Abigail, we're keen to look into this matter for you and if you would like to discuss this further then please contact us. If you're able to email us at comms@optivo.org.uk with your address, contact info and further details about your enquiry we can look to pass this matter to a member of the relevant team. Alternatively there are a number of ways you can contact us. For more info, please visit our website: www.optivo.org.uk/contactus Many thanks, Adam
1/5
GoogleWorst housing association going. Was good when it was amicus but since they took over nothing gets done. The block of flats was once well maintained and issues rectified. Not any more! Countless maintenance issues that have been reported both external and communal areas inside, don't get fixed. Problem with Tennant and anti social behaviour, optivo well aware of, again nothing gets done about it. Rude staff when you call who honestly couldn't care a less. Any contractors they do send out are clearly not qualified and just seen to "have a go" all in all a complete shambles of a company
Hi Nicky, I'm sorry to hear you're unhappy with the service received. We're keen to look into the matters you've raised and if you'd like to discuss this further then please contact us. If you're able to send us an email to comms@optivo.org.uk with your address, contact details and more information about these matters we can look to pass this to a member of the relevant team. Alternatively there are a number of ways you can contact us. For more information, please visit our website: www.optivo.org.uk/contactus. Many thanks, Adam
1/5
GoogleTerrible housing association! Avoid them at all costs! We have lived in one on the shared ownership building for almost 4 years and they are so unreliable in all fields! They make mistakes all the time, they will send you wrong figures, wrong amounts to pay wrong letters, sales team is aggressive, resale team are lazy, customer service staff are not helpful and the attitude is that they don't care and they are even rude!l if they answer your calls or emails.
Hi Stefania, I'm sorry to hear you're unhappy with the service received. If there is anything in particular you'd like to discuss then please contact us via email at comms@optivo.org.uk with your address, contact details and more information about your enquiry. We can then look to pass this to the relevant team. Alternatively there are a number of ways you can contact us. For more information, please visit our website: www.optivo.org.uk/contactus Regards, Adam
1/5
GoogleHorrendous company we have been to resolve a problem with them about our neighbour how is their tananet for the last one year ..we kept getting late replies and false promises ..today and after a thread of 50 emails they asked us about the address we are complaining about !! back to step 1 !!!! UPDATE : in response to the reply we have emailed you again UPDATE: we were told we will be contacted by the 6th of August only to be told we will be contacted by the 17th of August off course no one did ,the only contacte we get is that we will be contacted
Hi there, I'm sorry to hear you're unhappy with the level of service received. We're keen to look into the matter you've raised here on Google and if you'd like to discuss this further there are a number of ways you can get in touch. If you're able to send us an email to comms@optivo.org.uk with your address, contact details and more information about your enquiry we can look to pass this to the relevant team. Alternatively, for more information about how to get in touch, please visit our website: www.optivo.org.uk/contactus. Regards, Hannah
1/5
TrustpilotShameful
Awful. I've had a repair job cancelled twice. Bathroom window only has one working hinge. The draft is terrible making the heating work overtime....which we cannot afford. Its causing paint and plaster near the draft to peel. My mother is disabled causing further pain in cold house. Sad day when you preempt the call to cancel from them.
Hi there, we're keen to look into this further and have just sent an email out to you through Trustpilot asking for more information.If you're able to please follow the instructions in the email to provide us with your contact details as well as any extra relevant 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. Regards, Adam
1/5
GoogleAbsolutely worse housing association that is out there. AVOID. They make your life hell with repairs and breakdowns in properties they have no concern for young children or residents. My son and I have had the worse experience with them. When you accept the property they are so lovely but after people make appointments for repairs and people dont show up your constantly chasing this housing association. No sympathy for young children.
Hi Huma - I'm very sorry to read this. We do care about the wellbeing of all our residents and would like to discuss these matters with you further so we can see what we can do to help and improve things. Are you able to get in touch with us so we can look into the issues raised? Here's how you can reach us: www.optivo.org.uk/ContactUs Thanks, Tom
1/5
GoogleProbably the worst Housing Association. Most of the lights are not working. Phones never answered.I have complained for the same lights for about 3 years but still not repaired. Service charges are going up yet maintenance is going down. Many windows often fall apart. Sewerage blocked. Money spent on unnecessary work. Maintenance contractors are aware of the issues but not interested to repair. Shame on Optivo! Only one good thing i.e. gardening.
Hi Tania, I'm sorry to hear you're unhappy with the level of service received. We’re keen to look into the matters you've raised and if you'd like to discuss this further there are a number of ways you can contact us. The quickest and easiest way to report repairs is online using MyAccount. For more information, please visit our website: www.optivo.org.uk/contactus Many thanks, Adam
5/5
TrustpilotHayley H
Hayley H. I would love to appreciate and compliment please. I was so distraught and this lady honestly was a Hero to me. Listened ...and heard me as well as pushing solutions. Before however a colleague had put the phone down on me. Shows the calibre of professionalism between the two.
Thanks Vanessa for your 5 star review and kind feedback. This is great to hear. Regards, Adam
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.
