Improving our resident services

We understand some of our services aren’t yet reaching the levels we’d like, or our residents expect. We’re making progress and working closely with residents to ensure we’re continually focused on what matters most to you.

We’ve significantly increased resources in areas such as repairs, maintenance, and complaint handling.
We’ve increased our investment in existing homes and improving energy efficiency.
We’ll have integrated most of our resident facing systems by 2024 and completed full integration by Summer 2025.

You can read more about the specific improvements we’re making to our services below. We’re moving forward together.

Improving repairs

Find out more about the investment and action we’re taking to improve our repairs service.

Improving complaints

Find out how we’re making improvements to our complaints service

Improving customer services

Picking up the phone and talking to us should be easy. Read more about the improvements we’re making to our customer service centres

Improving Frontline Services

We’re improving our frontline services, find out how we’re making the changes you want to see

Cost of living support

We’re here to help residents access all the financial support they’re entitled to.

Improving communications

Find out how we’re making it easier to receive the communications you’d like to hear from us

Improving digital services

We’re working with internet service providers to bring full fibre to all our homes by 2030. We’ve already completed 28,052 homes and community spaces. Find out more about digital support

Involving residents

We’re serious about resident voices being heard. Find out more about how residents are involved at every level of our organisation.

Improving how we act on feedback

If you’d like to feedback on our services, please contact us

Improving lift servicing

We’re working with our lift servicing contractors to improve our communal lift services. We aim to have less than 1.5% of our lifts out of service at any time.

Our performance

In April 2023 the housing regulator introduced a new set of Tenant Satisfaction Measures, referred to as the TSMs.

Over the last year we’ve busy surveying Southern Housing residents and homeowners to find out what they think about the services we provide - from repairs to safety, neighbourhood management, complaints and more.

It’s now time for us to share the results with you.