Complaints and compliments

Feedback is very important to us and we want to hear from you if you feel we have got something wrong or left you feeling dissatisfied. By sharing your experience, it will allow us to put things right and help us to improve our services. If you feel that we have done a good job, we would love to hear about that too.

Not happy?  Give us a call

We’d really like the opportunity to prevent a complaint occurring and we may even be able to resolve matters while you are on the phone. You can call us on 01403 220440 from 8am to 8pm Monday to Friday.

What is a complaint?

A complaint is when you tell us you’re not satisfied with our services and something needs to be done to put it right.  The complaint could be about an action, lack of action or about the standard of service received from us or an organisation working on our behalf. If you’re unhappy please let us know so we can help.

What is not a complaint?

Problems like neighbours playing loud music, illegal drug use or other types of anti-social behaviour are not considered a complaint. We take these types of issues seriously so if you are affected please visit our anti-social behaviour pages or report it here.

If you are dissatisfied with your service charges, please call the Customer Accounts Team on 01403 224 440 and select option 1.

What happens now?

In the first instance we will always try to resolve the issue the same day. If this is possible we will record this as service dissatisfaction so that we continue to learn from any mistakes.

If your complaint is a bit more complicated and requires further investigation before we can resolve it, we’ll log it as a formal complaint and assign a dedicated Customer Relations Advisor. They will be your single point of contact until we successfully resolve your issue. They will contact you within 1 working day to discuss the case and agree an action plan.

You can find more detailed information about our Complaints policy in our Quick guide.

Compliments

If you are impressed with something we have done, or feel a staff member has gone the extra mile, let us know! We will ensure that your feedback is shared with our colleagues at Southern Housing Group.

Here are the ways to contact us:

• Call us

This is the best way to contact us with your comments or complaints. We can talk about your concerns in detail and we may even be able to resolve matters while you are on the phone. You can call us on 01403 220440 from 8am to 8pm Monday to Friday 

• Send us an online message

If you would prefer to send us a message, please complete the online form at the bottom of the page and we will ensure that you are contacted directly within 2 working days. 

• Write to us

If you’d prefer to send us a letter, please write to us explaining what has gone wrong and how you would like us to fix this. We might need more information to help with our investigation, so it’s also useful to include your contact number and a convenient time to call you.

Please send your letter to:

Customer Relations Team
Southern Housing Group
PO Box 643
Horsham
West Sussex
RH12 1XJ