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We aim to provide a good quality service at all times.
Feedback is very important to us and we want to hear from you if you feel we have got something wrong or failed to deliver a service to a high enough standard. This will help us to improve our service in future. If you feel that we have done a good job, we would like to hear about that too.
If you want to give us feedback or make a complaint, you can do any of the following:
Our policy applies to Southern Housing Group Limited, Southern Homes Limited and Southern Space Limited.
We have a two stage complaints process and we will accept complaints made in person, by writing, by phone, email and other digital media. We reserve the right to dismiss a complaint if the issue occurred over 12 months ago.
If your unhappiness concerns compensation then the Group will arrange for another senior manager to review the case and any offer of compensation that has been made. You will be advised of the outcome of the review in writing and after this the complaint will be closed.
Stage two – Complaint Review Panel
The purpose of the Complaint Review Panel is to review the decisions made at the previous stage of the complaint. It will look to see whether what has been done meets with previously agreed actions, checking if the Group's policies and procedures have been followed fairly and appropriately. It will also consider what further action might be taken to resolve the complaint. The panel will not be asked to consider new issues that have not previously been considered as part of the complaint or which do not relate to the complaint itself.
The panel is normally made up of two members from the respective Resident Services Panel and the Head of Home Management or Head of Property and Estates. You will be invited to attend the hearing.
In some circumstances we may propose a “virtual” review panel. If this is the case we will always explain the reasons why we consider this to be appropriate.
If after the Complaint Review Panel you still remain dissatisfied then you can elect for your complaint to be considered further by a designated person. A designated person is an MP or Local Authority Councillor or a designated Tenant Panel. The Group does not currently have any designated Tenant Panels of its own however your local Council may be able to advise you further concerning their local arrangements.
Alternatively you can decide to wait eight weeks from the date of the panel's decision and then ask the Housing Ombudsman Service directly to review your complaint. The Housing Ombudsman contact details are below:
Housing Ombudsman Service
Harbour Exchange Square
Telephone : 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Fax : 020 7831 1942
Email : firstname.lastname@example.org
For more detailed information on our complaints process please read our resident guide.