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.

Complaints during 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 service.centre@shgroup.org.uk 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.

Compliments

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.

Complaints

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.  This would cover:

• An action
• Lack of action
• Standard of service

What is not a complaint?

• Anti-social behaviour is 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.
• Service charges; please call the Customer Accounts Team on 01403 224 440
• Group policy decisions

Complaints Process

We are temporarily changing the way we manage customer complaints due to the Covid-19 pandemic. If your complaint is about the reduction of services during this period, it’s 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.

When you contact us in the first instance our Customer Services Team will always try to resolve the issue. If this is possible we will record this as a service dissatisfaction so that we continue to learn from any mistakes.

If our Customer Services Team is unable to resolve your issue or it’s a complex complaint and requires further investigation, 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 further information about our Complaints Process in this leaflet.

You can find further information about our Complaints Stage 2 in this leaflet.

Contact us about a complaint or compliment:

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 6pm 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