Trusted Agent profile · London
★★★★★
1,064 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 1,064 reviews on two platforms, including 355 Google reviews rated 1.6.
Tell us what you need and we'll put you in touch. Southern Housing Group RES hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotToday I called and Toneo fully listened…
Today I called and Toneo fully listened to my issues took his time to explain the procedure and fully reassured me that my issue willBe dealt with
Thanks Clare for your kind feedback. This is great to hear. Regards, Adam
1/5
GoogleSouthern housing well If you have a problem in your housing block southern housing group will take as long as possible to sort it out for you God help You're if your not one of their tenants they don't actually want to know till you kick up a real fuss
Hi. We're really sorry to hear about this issue. You can email our Customer Service Team at service.centre@shgroup.org.uk or call us on 0300 303 1061 with any issues you may have as they are best placed to help you. Best, Southern Housing Group.
5/5
TrustpilotJob requests
I made two job requests to grace this morning regarding repairs,she was very understanding,helpful and polite,very pleased with her manners,a pleasure to talk to.
Thanks Jonathan for your 5 star review. This is great to hear. Regards, Tom
1/5
GoogleRude staff and poor services. Issues very rarely get resolved. Incompetent staff who don't keep accurate records of rent and service paid so they are always contacting you with conflicting statements. No care for tenants and an extreme level of bias. Having Optivo as a landlord/housing association is a great pain - avoid at all cost. if i could give 0 stars I would
Hi Hetty, I'm sorry to hear you're unhappy with the level of service received. If there is anything in particular you'd like to discuss we're keen to look into this for you. There are a number of ways you can contact us. For more information, please visit our website: www.optivo.org.uk/contactus. If you need to check your rent the quickest and easiest way to do this is by using our online service MyAccount: https://www.optivo.org.uk/myaccount.aspx Regards, Adam
1/5
GoogleIn the 19 months I've been living here my rent and service charge has gone up by 20%. I've had a leaky roof that I reported over a year ago that still hasn't been fixed, despite me chasing it up numerous times and my walls and ceiling being completely ruined. If I could give half a star I would
1/5
GoogleAwful customer service. Repairs and heating provider TSG I have no words for them. I cannot wait for the day I can leave this horrid service provider and get my own place. No heating and hot water 2 weeks on, and it's a new property I moved into. What does the repairs inspector actually do, wear a shirt and tie and look smart? Disgusting. They don't even deserve a 1 star 1/5/23:Another review another awful service. Back surge in bathroom, called emergency they have their Christmas festive automated message. And it rings and then goes back to having to choose the options. Like what the hell is wrong with you people??????
1/5
GoogleDon’t even want to give them one star. Appalling! Shared ownership with them is a con. They sold me a shared ownership flat with an 80 year lease - I knew nothing of e implications of this as a first time buyer. Anything under 80 years is worthless. They asked me to get the lease valued (£490) and are saying I need to pay £34k to get it extended. Meant to be for low income households…. Disgusting. They never answer complaints. Don’t do repairs. And generally are a rip off with service charge. I can’t believe they have lasted this long
1/5
GoogleAwful housing ! They fitted a new boiler for us and for some reason it kept breaking down. When they sent out someone in December he mentioned for safety reasons he has to close it off as the way the out pipe is positioned it could have leaked in carbon monoxide !!!! Have left us without heating or hot water for over 2 months !!! Don’t bother saying to contact the email address etc as no one bothers getting back to you. Quick to chase for rent but don’t want to fix anything. Absolutely diabolical how they can just leave people without a working boiler and they send contractors who come for the wrong reasons !!
1/5
GoogleEvery neighbour has had their bathroom renovated expect my Mother. She has been in the house 25 years and somehow Optivo think she's only been living there 10 years and so they say she isn't entitled to a new bathroom yet. This has caused undue upset, cost and stress to my 70 year old Mother. A shocking company and terrible customer service!
Hi Joe, I'm sorry to hear this. We're keen to look into this for you 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 get in touch is using our online service MyAccount. For other ways of contacting us, please visit our website: www.optivo.org.uk/contactus Regards, Jen
5/5
TrustpilotHayley Hudson
Hayley Hudson's correspondence with me today 10/10/24 it was nice to reach a satisfactory solution in a polite and friendly manner Regards David Millington
Thanks David for your kind feedback, this is great to hear. We will pass this on. Regards, Adam
5/5
TrustpilotLeon
Leon, was a joy to speak to and was understanding and kind.Also had a good sense of humour-and sorted the problem there and then.
Thanks Shelley for your 5 star review. This is great to hear. Regards, Adam
5/5
TrustpilotGreat service from Toneo
Great service from Toneo, he was happy and polite and was very helpful with my appointment booked that needed changing! Fantastic service!
Thanks Katie for your kind feedback. This is great to hear. Regards, Adam
5/5
TrustpilotI have spoken with Mr Leon about a…
I have spoken with Mr Leon about a repair and he was so respectful and helpful and he has a great communication skills.
Thank you for the 5 star review! Kind regards, Tom
1/5
GoogleDreadful customer service. Even when you ask to deal with senior levels. A year of ongoing problems with nothing being resolved and being ignored for weeks. They will respond to this review with a automated response ("if you'd like to discuss this further, we'd be keen to look into this for you") but in fact they will just ignore you when you try to resolve the issue via email/phone
Hi Yasmin, I'm sorry to hear you're unhappy with the service received. If you'd like to discuss this further there are a number of ways you can contact us. For more information, please visit our website: www.optivo.org.uk/contactus Kind regards, Adam.
5/5
TrustpilotSo far I’ve spoken to really helpful…
So far I’ve spoken to really helpful and polite staff - please keep up the good work. I needed to reconfirm my housing situation, the Tenants team reassured me and confirmed my previous call had been logged. Debra and Wendy thank you.
Thanks for your 5 star rating and kind feedback. This is fantastic to hear. Thanks, Adam
2/5
TrustpilotOver the years the group have gone from…
Over the years the group have gone from bad to worse customer service no good if you send email you might be lucky to get a reply very shoddy service
Hi Ray, I'm sorry to hear you're unhappy with the level of service received. 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 relevant team so we can see what we can do to assist further. Regards, Adam
4/5
GoogleNoticed a lot of bad reviews here so i thought i would add my opinion, ive been a rental tenant with Viridian / Optivo & now Southern Housing for 10 years & bar a few repair problems with a boiler, now replaced & a trees issue, i have found them to be quick on call outs for repairs etc, good customer service with accounts, so i have no complaints, i live in Wandsworth.
5/5
TrustpilotLeon from their CS has been brilliant
Leon from their CS has been brilliant . Really helpful and managed to get a repair sorted out in matter of minutes
Thanks for the great feedback Josh, it's much appreciated! Regards, Tom
1/5
GoogleThey just hit me and everyone in my area with a 16K bill "service charge", I have never used anything from them in 10 years but I have to pay for everyone else apparently.. They have done zero service to my property in over 12 years and take so much cash from us for nothing.
5/5
TrustpilotCustomer Service
Amy, who I've spoke about my issue was very helpful, friendly and professional. She dealt with my case with emphaty and was very professional. She provided me with all the information I needed.
Thanks Rafal for your 5 star review. This is great to hear. Regards, Ross
5/5
TrustpilotA pleasant and helpful experience
The call back system worked we and the Advisor, Allie, was very helpful and followed up on a couple of outstanding issues for me. So far so good but I will see if they are resolved in the next few days
Thanks for your kind feedback. This is great to hear. Many thanks, Hannah
5/5
TrustpilotCalled SHG this morning and spoke with…
Called SHG this morning and spoke with Bonny a very helpful member of staff.To my surprise I have been kept updated on the issue I raised and given time frames and ref no’.So I’m very happy to leave a positive review.
Thanks Lynne for your 5 star rating and kind feedback. This is great to hear! Regards, Adam
1/5
GoogleMy block has cladding, the freeholder keeps delaying works and SHG have been taking money for cladding even though we aren't liable. the CEO office are poor at responding to emails and the customer service team whilst helpful don't know the answers to the issues.
Hi Simon. We're sorry to hear this. You can email our Customer Service Team at service.centre@shgroup.org.uk or call us on 0300 303 1061 with any issues you may have as they are best placed to help you. Best, Southern Housing Group.
1/5
TrustpilotDo not start anything with Southern Housing
Continual refusal to assist in any constructive way whatsoever. Delay and avoid are well used tactics. The worst customer Service of any company I have ever experienced. Not just one occasion but over years.No care or concern for customers but do hide this behind false promises.
Hi Ed, I'm sorry to hear this. 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, Ross
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.
Tell us what you need and we'll put you in touch. Southern Housing Group RES hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
