Our service levels have been affected by factors including government guidelines, availability of staff, and the health and safety of our residents. As a business we are trying to maintain as close to business as usual as possible.
Here you will find regular updates on the status of our main services and information on specific areas of the business that our residents have asked about.
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Contractors: Safety means some activities are paused
Non-essential planned maintenance and repairs have been paused to ensure both residents and staff are protected. If there is planned maintenance works for your building or estate, we will let you know as soon as we have an update. Some external work, where this does not require entry into a home may be able to continue.
Our teams of contractors, who carry out most of our repairs, will now be focused on emergency repairs only such as restoring heating or water supply. If an emergency repair needs to be carried out in your home, our contractor will contact you in advance.
For now, gas servicing will continue as normal and again, if this is planned for your home over the next few weeks a pre-appointment check should be made with you before anyone enters your home.
Customer Call Centre
Our customer call centre remains open and we are taking your calls. Along with our other office-based staff, they are now working remotely and are currently keeping to the core hours of 10-4pm. We will keep this service under review and let you know of any changes.
Complaints during the COVID-19 lockdown:
If you’re unhappy with our service we want to hear from you so we can work together to put this right. You can contact us at firstname.lastname@example.org or on 01403 220440.
Due to the current situation we have had to change the way we manage customer complaints. If your complaint is about the reduction of services during Covid-19, it is unlikely that we will be able to log this as a formal complaint, unless your complaint relates to staff conduct, or exceptional circumstances you think we should be aware of. Although we’re temporarily changing our complaints process, we still want to hear from you and will do our best to deliver services during this challenging time.
Estate Care service
Click here to view Estate Care's Coronavirus status update poster
Southern Housing Group’s Estate Care Service will continue to provide essential services to our estates. This includes cleaning of touch points and services around refuse collection which are vital to keeping our estates clean.
We will see some impact on other services such as gardening while we adjust and simply ask for your understanding at this challenging time for everyone.
Being a good neighbour
The current situation with Coronavirus (COVID-19) means that many of us will be at home more than usual. As you might expect, with more people at home you may hear more day to day living noise, such as children playing, voices, DIY or music, than you would ordinarily expect to hear. We ask that you are both tolerant during this period but also mindful of how you might impact your neighbours who will likely be at home more often too.
These are unprecedented times and we will need to work together as best we can to get through this period. We ask you to pay particular attention to:
Keeping the noise from radios, stereos and televisions at a reasonable level, avoiding putting speakers on or close to party walls, ceilings or floors
Trying to carry out noisy activities in the middle of the day, for example mowing the lawn
Taking care when closing doors, particularly if you live in a flat with a shared entrance
Being a responsible pet owner
Wherever possible, warning your neighbours if you’re going to do something particularly noisy
Putting your household rubbish in the bins provided. Unwanted items or refuse should not be left in communal areas
Parking your vehicle responsibly and not blocking access for emergency services.
We know that when you see neighbours leaving their home or people gathering, it can be a cause for concern. Although we have taken some steps, where we can, to reduce socialising in public spaces, such as closing play spaces, we’re unable to enforce the government’s advice about social distancing or staying at home. But we strongly encourage all our customers and staff to follow these principles. If you are concerned about a group of people congregating in public or in communal spaces, you can report your concerns to the local police service or your local authority Neighbourhood/ASB teams who we will continue to work in partnership with during this difficult time.
We will be posting any updates about our services to our website, Twitter and Facebook accounts first so please follow or subscribe to make sure you’re up to date.