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.
If you are impressed with something we have done, or you 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. You can find the ways to contact us below.
What is a complaint?
We have adopted the Housing Ombudsman’s definition of a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Group, our own staff, or those acting on our behalf, affecting an individual resident or a group of residents. You can find our new Complaints Policy here.
If at any point you are unhappy with how we are dealing with your complaint, please let us know. You are also able to contact the Housing Ombudsman Service at any point throughout your complaint for advice.
Our Supporting and Independence complaints process
Southern 360’s Supporting Independence and Care service (SI&C) regards all complaints as an opportunity to improve customer service and satisfaction. We will work with you to resolve any complaint or concern you have in an honest and transparent way.
Last year the Housing Ombudsman introduced a new complaint handling code as part of the revised ombudsman scheme. The new code set out to establish some best practices in handling your complaints and covers areas such as making our complaints procedure easily accessible to you, suitable response and improving by learning from complaints.
We had to undertake a self-assessment to see how our existing policies and processes aligned with the requirements within the code.
In December 2020, we published the results of our self-assessment and we are pleased to announce that all actions have now been completed meaning that from 1 April, we are now 100% compliant.
We are currently refreshing the ombudsman’s self-assessment template so that we can make it a feature on this page and accessible to all our customers. We’re aiming to share the new look with you later this month.
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 and our normal hours are from 8am to 6pm Monday to Friday. These hours may vary as we respond to pandemic restrictions, please click here to check for the latest updates.
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