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Our priorities for getting back to business are:
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There is a back-log of non-emergency repair work which was booked in before the lockdown and we are aiming to complete all these jobs by December 2020.
Initially we won’t be able to offer the same timescales as before, so many non-emergency repairs will fall outside our previous 10-day response time.
Please bear with us as our team adjusts to a new way of working.
Non-essential planned maintenance has 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.
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.
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.
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.
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: