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
GoogleWhat’s terrible housing all they want is the rent when it comes to doing anything like pest control which effecting other houses they say it’s down to the tenant to sort it out well I be just looked it up it’s down to the landlord they are not getting away with it
5/5
GoogleFantastic service, lovely lady called Fouzia calmed me down as was panicking about my front door lock broken and Damien came out within a few hours and fixed it, done a great job. Much appreciated, thank you.
Thanks Lisa for your kind rating and feedback. This is great to hear! Regards, Adam
1/5
GoogleAbsolutely useless. Get the classic 'We'll get back to you in 5 days' email and then you hear nothing. Then the response is useless. And any follow up question you ask to the useless response then gets the same 5days SLA email which you then hear nothing back from.
Hi Benjamin, I'm sorry to hear this. We're very keen to look into the matter you've raised in your review. If there is anything in particular you'd like to discuss 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 more information, please visit our website: www.optivo.org.uk/contactus Regards, Adam
5/5
TrustpilotThe 4 musketeers at Southern housing
The most helpful/caring four people I’ve came cross while dealing with Southern housing,Dennis BrownGrant FrancisRyan BarnesFrancis Tabansi Thank you
Thanks for your kind feedback. This is fantastic to hear. Regards, Adam
2/5
TrustpilotAbsolutely dreadful
Absolutely dreadful! I had a voicemail left today to say SH needed to discuss my rent arrears.It is always in arrears as Universal Credit pay monthly in arrears This Friday when my rent is paid I will actually be £2.82 in arrears!!!!I only gave a second star because the people who answer calls are always polite even if the information they give is wrong 50 % of the time!
1/5
TrustpilotPulled out of a sale the day before completion
Pulled out of a sale the day before completion, taking the entire chain down as well. Callous, unprofessional and inept. If it happened to me, it could happen to you, don't take the chance, just avoid anything to do with them at all costs.
Hi Tom, 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
Google0 stars!! Awful customer service & TSG are useless. They are like robots just keep repeating themselves. Get passed from 1 person to another with nobody knowing how to resolve issues. The worst housing association iv been with.
Hi Belinda, I'm sorry to hear you're unhappy with the level of service received. We're keen to assist further and if there in particular you'd like to discuss then please do contact us. There are a number of ways you can get in touch with us. For more information, please visit our website: https://www.southernhousing.org.uk/contact-us Regards, Adam
5/5
TrustpilotToneo helped me with my repair report
Toneo helped me with my repair reportHe was warm friendly and polite. He was very patient and understanding
Thanks Sharon for your 5 star review. This is great to hear. Regards, Hannah
5/5
GoogleI just wanted to thank debbie Jones for helping me with an enquiry that she didnt really have to help me with . A very helpful and understanding lady ..not many of them about now days .. thanks debbie for all your help . From danielle 🤗 …
Thanks for your positive feedback Danielle - I'll be sure to share your kind words with Debbie.
1/5
GoogleAbsolutely disgraced by the customer service from HEIDI. My very sick father left hospital and his fridge sockets were not working I explained my dad was very sick as she said it’s not an emergency he needs to get out to buy extension. Which I explained he physically can’t. she then went on to tell me he should be living with family instead of doing her job she got very personal and intrusive.it’s already a very sensitive time..we rang for a repair not an opinion on where my dad should be living when you’ve literally just been asked to do YOUR JOB !!!!
1/5
GoogleSelling our shared ownership property has been the worst experience ever and guess what, optivo are the ones who are stopping us selling at the last minute. 2 years ago we applied and gave notice to sell our house, 8 months ago we found a buyer and today on our deadline we won’t have sold our house due to optivo being as incompetent as a chocolate tea pot. We’ve moved all our belongings into shipping containers, sofa surfing with friends and family to allow the sale to go though to proceed with the house chain all while with a baby and optivo couldn’t care less. Fancy that for brill customer service. So optivo if you decide to ask us to contact you after this review you have our details, call us and do your job so we and our baby can move in to our new family home Ps. Please see attached Picture of us and our belongings in our shipping container
1/5
GoogleDo not buy or rent a property managed by this company. Tiles came of the roof during strong winds leaving a hole in the roof to my top floor property. Reported this to them and we are now 62 days with constant emails telling me things that will happen but nothing has been done. For what is considered a critical issue Optivo have obviously had no urgency or care to fix this. They are more then happy to chase and send emails around service charges but won't lift a finger for an urgent repair.
5/5
TrustpilotEasily sorted my issue very polite…
Easily sorted my issue very polite quick and explained excellently problem resolved and very happy with result
Thank you Jonny for taking the time to leave us with your positive review. Best wishes, Tom
5/5
TrustpilotKnowledge, communication, patience
I was very impressed with Tiffany's input,knowledge, & patience. She was very helpful,kind & supporting. She is a great asset to your team! Brilliant communication.
Hi Debi, thanks so much for the positive feedback. We'll be sure to share this with Tiffany and the team. Thanks, Tom
5/5
TrustpilotGreat Customer Service
Fantastic Customer Service from Michelle. Dealt with enquiry immediately and arranged a visit for the next day. Very pleased with outcome.
Thanks Neil for your 5 star rating and kind feedback. This is great to hear. Regards, Hannah
1/5
GoogleI had really bad experience with them. Where they can promise to call back and never do. When u wait for them half a day to repair something and they don't turn up. Rude unhelpful and hang up if they can't do anything for you. Bunch of useless people that giving and impression of someone who has never been to school 😠😠😠😠 …
Hi, thanks for getting in touch. If you would like to discuss this matter further there are a number of ways you can contact us. For more information, please visit our website: www.optivo.org.uk/contactus Regards, Ross
1/5
TrustpilotComplained about a neighbour using…
Complained about a neighbour using drugs. Southern Housing does nothing at all, it's been going on for years. Southern Housing all talk!I would give less than 1 star if I could.
Hi Robert, 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. Many thanks, Adam
5/5
TrustpilotHad a lovely call with a young lady…
Had a lovely call with a young lady today very helpful and patient very quick response time as well
Thanks Kirsty for your 5 star review and kind feedback. This is great to hear. Regards, Adam
5/5
Trustpilotthis morning I spoke to toneo who was…
this morning I spoke to toneo who was very pleasant and helped with my problem
Thanks Paula for your 5 star review. This is great to hear. Regards, Adam
5/5
TrustpilotFive stars for this ladybinspoke to…
Five stars for this ladybinspoke to this afternoon. She was very patient with me and helped me with my queries. I have had outstanding repair requests that goes back to months ago. This lady was empathetic.
Thanks Denise for the 5 stars and your kind feedback. This is fantastic to hear. Regards, Hannah
1/5
GoogleAppalling service for repairs. They make appointments and never turn up. They tell you to email to their Customer Service Team or call them yet they don’t respond to their emails and you are on hold for over an hour!!
Hi Sinead, we're sorry to hear about your experience with our repairs and customer service - in order to escalate your case, we would need you to confirm your details via email. Please send to service.centre@shgroup.org.uk and we'll do our best to get this looked at for you
1/5
TrustpilotIt’s very interesting that when you do…
It’s very interesting that when you do put a review on here that you get a reply for people just to see. When in actual fact no one does get back to you
Hi Lisa, I'm sorry to hear this. We are very keen to assist further and have have just sent an email out to you through Trustpilot asking for more information.If there is anything in particular you'd like to discuss can you 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. Many thanks, Adam
5/5
TrustpilotToneo's customer service was…
Toneo's customer service was outstanding, his communication skills were really good and he is very well mannered.
Thanks for your kind feedback. This is great to hear. Regards, Adam
1/5
TrustpilotTaking forever to sign and agree a…
Taking forever to sign and agree a completion date risking the sale falling through :( Vallens Court 6, Anderson squareLondon E33XN
Hi Lily, 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 a member of the relevant team. Regards, Adam
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