Southern Housing Group RES reviews

★★★★★ 5/5

Trustpilot

Hayley, the best customer service agent ever!

Hayley, the customer service agent is PHENOMENAL, If you are someone like me who needs a genuine and patient person to assist you especially if you experience anxiety, then ask for Hayley. Not only will she ensure you get the correct needs addressed, she is also very humanitarian, and her main objective is to ensure that you as a tenant are satisfied to the highest degree and your needs are met. Southern Housing have a gem who is a great representative of what a true customer service agent must be. Thank you Hayley. 😊

Magik · 4 June 2024

★★★★★ 1/5

Google

Terrible company. My sister died last year and I have been paying her shared ownership rent and service charge for 14 months so far. There was no chance of a resale on her flat; no one could afford it but Southern also couldn't buy back any of it to resell. So I have an empty one bedroom flat in London that a first time buyer could make their home but instead I was forced to keep it empty whilst trying to find a private buyer. Based on Southern's rules I had to get a RICS surveyor to value it and they overvalued it (based on mid-2022 prices), so it didn't sell for months, as prices had fallen. Now the sales process has been slowed down by Southern, I will need to pay for a new valuation. I've depleted my savings and the sale process is taking ages, as Southern either ignore my solicitor's queries or drag out every response; no doubt so they can continue to make easy money from me, as I have to continue to pay the rent. It's a living nightmare and it feels neverending. Please do not buy a shared ownership flat, as selling it on is very difficult, especially if you have to deal with this slow, frustrating company. Update: my sister died in May 2022, we found a buyer for her in mid-May 2023 and the sale completed on 1 November 2023. The sale was delayed by Southern taking ages to respond to any queries from the buyer's solicitor.

-- · 26 May 2024

★★★★★ 5/5

Trustpilot

Latesha - great customer care

My review is about how Latesha dealt with my call today rather than southern housing group. Latesha was helpful and listened to what I was saying and I felt she dealt with my issues better than most people I have previously spoken to. That being said southern housing as a whole have failed me many times with one repair still not done which was reported over a year ago (porches).

Leah · 4 November 2024

★★★★★ 1/5

Trustpilot

Southern Housing are an absolute disgrace

Southern Housing are an absolute disgrace for their tenants and customers. They need to be chased for facilities repairs constantly, and what's worse the quality of the repairs is always very low. Not once in three years have all of the gates in our block worked at once. Particularly when it comes to electric gates operated by fobs and magnetic plates, the work is really really poor.

Nico · 23 April 2026

★★★★★ 5/5

Trustpilot

Happy Tenant

Hi, A massive thank you to Ms Latesha Johnson for her patience and understanding she is hardworking with great efficient and should be praised and valued 24/7 as part of your team, they should be more like her.Reason been I had some work needed to be done as a matter of emergency which I have been chasing for a LONGGG time. Ms Johnson took under her wing, she assured me it will be done so said so did it is now in process, she is the best. I once again would like to say thank you I appreciate it and you. There is not enough stars but I give it 10/10.

Happy · 16 May 2024

★★★★★ 1/5

Trustpilot

Appalling company

Appalling company Genuinely exhausted trying to get a response out of them. They refuse to help. Raised a complaint in January. It’s May and they haven’t even started stage 1 complaint yet! I asked what they’ve done in that time. Nothing. God help you if you buy from them. Their customer service is zero. Edit to add - had another helpful threat of taking the review down unless give further information. Adam you said that to me in January. Yet here we are. Anyway Dennis has been back and forth for a while before we established he had zero information and I asked him why not? Simply follow the email chain would be a start. The complaint ref is 37309. If you can actually get back to me before the end of the year I’d be impressed.

Jess · 10 May 2024

★★★★★ 1/5

Trustpilot

STAY AWAY

Honestly awful, stay away from this company at all costs, do not believe the fake review either, it's all botted reviews to make them look good. One thing I do love about them though, is how easy they make it to win against them in court.

James · 11 September 2026

★★★★★ 5/5

Trustpilot

I had been recently talking to lot of…

I had been recently talking to lot of people about a kitchen door and kitchen cupboards door fallen not a lot of them had been very helpful but today I called been helped by Sarah she was very helpful and sorted my problem. She is an amazing and polite person. You need more people like her and everyone should learn from her. Thanks to Sara and southern housing. Southern housing is great but United living service is not good at all.

Hurera · 30 April 2024

★★★★★ 1/5

Trustpilot

Southern Housing completely useless customer assistance.

Southern Housing - an embarrassment of a Housing Association with no assistance to residents. Having requested their substantiation of increased service charges for three years, at no time have they bothered to engage with the development Maintenance Company to provide proof of alleged service charges. Having progressed through their two stages of complaints, with conclusions in my favour, having emailed directly to their CEO, Paul Hoskins, email ignored, having emailed Director, Os Osman, email ignored, it is no wonder that their employees are incapable of providing any assistance. Numerous respond dates are never met, no evidence of the service charges are received, yet they continue to request annual unsubstantiated alleged service charges. One is now forced to seek the Housing Ombudsman to intervene. No doubt the pathetic normal Southern Housing response to the Trustpilot detrimental report will follow, shame that they cannot bother to investigate the foregoing with the evidence already with them.

Mr · 17 April 2024

★★★★★ 5/5

Trustpilot

Making a complaint.

I called to make a complaint. I was upset and worried and tbh expected to be fobbed off. Instead I spoke to Joanne. She told me to take my time and explain what had happened. At no point was I rushed. She took all the details and she acted immediately whilst I was on the phone to get more information and speak to someone on my behalf. She put me on hold as she was doing this but came back twice to tell me what was happening. She was professional and kind and empathetic. She took the time to explain the next steps, she was taking notes and reading back to me what she was writing and forwarding to the people that deal with complaints. Whilst I’ve had a horrible experience with a company that work on behalf of Southern Housing, the way she managed the situation and really heard me couldn’t have been better. I felt a lot better after the call with her and she’s left me feeling confident the matter is going to be dealt with.

Sam · 16 April 2024

★★★★★ 1/5

Trustpilot

Reported a maintenance problem with one…

Reported a maintenance problem with one of the main drain pipes from the roof that has broken and water is just running down the side of the building and is coming back into the apartment through the air vent of the boiler, have water damage in the apartment due to this, 5 days on and nothing has been done but been told it will be sorted by the end off the week, there is no urgency from them to get it sorted I just have to live init until it’s sort that’s how it feels, it’s raining again tonight so I know in the morning the living room will smell off damp, I have towels and buckets down to try and stop the carpet from getting wet, they are fast enough to take the service charge from you each month, Shame they are not fast enough to sort out problems,

Gavin · 18 December 2025

★★★★★ 2/5

Trustpilot

Jabir nice guy, but can’t say the same for shgroup

I spoke to Jabir, this morning who was helpful and did what he could. But I feel sorry for the service centre as they are limited to what they can do as only can email and then wait 10 days for a response. Shgroup are soo slow at responding and lack communication with each other. Don’t even start with untied living absolutely useless. Don’t turn up or make repair worse. 5 screws in one rather than replacing. An absolute mess! I’ve had brooks out who are brilliant up to UL, only sad part after nearly a year of UL trying to find a leak. Brooks was booked. But have had to leave half way through as SHG haven’t responded to brooks to complete parts of the work. Soo I’m still waiting… more time wasted for them and me off work! Oh and compensation I’m owed has gone over the 20 day deadline. Am i surprised not at all! Back to the ombudsman I go!

Loz · 15 March 2024

★★★★★ 5/5

Trustpilot

Great customer service from Latesha

Great customer service from Latesha. Not only did Latesha help me deal with my issue, she was compassionate and kind. I was following up on some issues and had been unable to call sooner due to illness. It was so reassuring to speak to someone who was so friendly and also handled me with outstanding care. Thank you Latesha. I’d give you another two stars if I was able.

YC · 20 September 2024

★★★★★ 5/5

Trustpilot

Leon was very efficient

Leon was very efficient, extremely polite and did exactly what he said he would do for me which I appreciated very much. I wish more employees were as efficient and kept to their word. Thank you Leon. However the Company themselves have a lot of work to do as their endless excuses and lack of action with regards to repairs is beyond a joke it’s shameful

Jane · 29 October 2024

★★★★★ 5/5

Trustpilot

Leak in airing cupboard

I just had to let you know of my experience today, regarding another leak in my airing cupboard (first one being in early February, cracked pipe was the cause and a new pipe was fitted) this leak now from new pipe!! Customer services advisor, Allie, explained exactly, in detail, what would be/should be happening e.g. she had raised this issue with the repairs out of hours team and what I should do if no one turned up and I didn't hear from anyone. Allie was super calm and very professional hence the 5 stars.Plumber arrived just over an hour later, again, problem was sorted and he also very professional

Janet · 22 February 2024

★★★★★ 5/5

Trustpilot

My story of hope. I was struggling with my mental and…

I was struggling with my mental and physical health after a recent bereavement. I was crippled with anxiety and depression and didn't know where to turn. Luckily having dealt with Hayley Ellams because of my father, I asked for her help as we were both Sothern Housing residents. I can honestly say I was suicidal because I had so much anxiety I wasn't coping and had no idea how to apply for the correct benefits. Goodness only knows where I would be without Hayleys patience, empathy and respectful approach. She gave me confidence and strength during a very difficult time. Truly my Angel!!

Mel · 21 February 2024

★★★★★ 5/5

Trustpilot

A BIG thank you to UL & HSM

I recently had to be decanted due to a leak In my property. I called Southern Housing and they advise a surveyor would attend within the next couple of days. Within a day of making that call I was advised I would need to be temporarily moved into a hotel while work was carried out following damage caused by the leak. I was then contacted by my Housing Officer Theo who was in charge of arranging my accommodation. His communication was top notch as well as showing lots of empathy and support which was well needed. Thank you Theo. United Living also made my house look back to normal! All within a couple of days. Thank you United Living Repairs. Please forward my thanks to the above as I certainly believe they all went above and beyond.

DD · 3 February 2024

★★★★★ 2/5

Trustpilot

Back in February 2024

Back in February 2024, I asked for my decking to be replaced. Complaint raised and dealt with by Leah, wonderful, BUT the work has been started, but not finished. I was told they would be here by 8am, no sign at 11am . Bonny has been helpful, but not able to resolve the issue. What is wrong with Southern Housing, sadly they are unreliable and disappointing.

Miss · 30 September 2024

★★★★★ 1/5

Google

Disgraceful behaviour from one your "drivers" or rather arrogant layabout! Sat parked across a pavement with hazards on and on he's phone while a poor disabled pensioner in a wheelchair was struggling to get past!!! I mean seriously how low and arrogant can you be to just sit there watching someone in a wheelchair struggle past your company van because you want to sit around on your phone rather than move away!!! Absolutely shameful from both you as a company employer this person and him behaving that way! I'm so glad I'm not a tenant of your company if this is the attitude displayed by your employees and also from reading the negative reviews on here you clearly don't care as a company and should closed down!!! I'd give minus 1 if I could and that would be generous!!! Shame on you!

Chris · 11 November 2025

★★★★★ 5/5

Trustpilot

Mike was so kind

Mike was so kind, now have to wait see if black mould gets removed! Still waiting for roof repairs 7 months after first raised the issue of leaking roof. The star review was for Mike only & his kindness.

Dawn · 4 June 2026

★★★★★ 5/5

Trustpilot

Katy & Jo

Had to get in touch with SH reference the problems that their contractor's had caused. Spoke firstly to a lady called Jo who was wonderful really understood my frustrations and worked with me to get the problem resolved as quickly as possible, very polite helpful and really seemed to sympathise with me. The other occasion I had to speak to SH spoke to lady called Kate who again absolutely amazing really helpful polite and followed up with a call back to see if my problem was resolved. Can not thank Katy &Jo enough really did mean a lot to actually speak to somebody who seemed to care. Thank you ladies

Marcus · 4 January 2024

★★★★★ 5/5

Trustpilot

Best Customer Service I’ve had in months!

I called Southern housing in regards to an ongoing issue with my heating.I was advised I was having new storage heaters installed back in Dec and long story short I had heard nothing back about this. I called the service centre and spoke to an amazing gentleman called Alex who not only gave me reassurance, he arranged for the heaters to be installed 2 days later! Happy is understatement, so thank you Alex for all you did. :)

Lloyd · 1 February 2024

★★★★★ 2/5

Trustpilot

Southern Housing is poor at carrying…

Southern Housing is poor at carrying out repairs for the properties they own. Their repair contractor, Axis, is poor too. Housing officers never inspect the properties they manage. Southern wants to expand, but they should not be allowed to. They cannot look after what they have.

Ian · 29 July 2026

★★★★★ 4/5

Trustpilot

Kindness

Southern Housing were incredibly supportive when we moved, esp. Lou, without her kindness we would have struggled. Kindness is a rare gift.

Jan · 23 January 2026