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.

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Improving repairs

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

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Improving complaints

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

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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

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Improving Frontline Services

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

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Cost of living support

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

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Improving communications

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

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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

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Involving residents

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

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Improving how we act on feedback

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

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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.

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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.

Read more about this project

Our news

All Articles

08 January 2025

Blog: Investing in our homes

Residents Board Reel Cover

17 December 2024
Resident Involvement

Our Resident Involvement Highlights

P49 Social Simon Hulbert2

12 December 2024

Blog: Transforming our customer service

19 November 2024

Southern Housing features prominently in latest G15 “Room to Grow” report

P49 Social Dave Harney2

14 November 2024

Using coaching and insight to improve resident experience

Lewis Kinch (1)

25 September 2024
Careers

Blog: Our seven principles for successful co-creation

Southernhousing

28 August 2024
Announcement

Southern Housing upgraded to highest governance rating by Regulator

P49 Social Vikki Waker2

12 August 2024

Blog: The housing crisis - Is Shared Ownership the key?

30 July 2024
Careers

Blog: Residents and colleagues working together as one

16 July 2024

Blog: We must all take responsibility for our local wildlife

P49 Social Karin Stockerl2

27 June 2024

Blog: Investing in our homes - a call for collaborative action

Richard White 1 (1)

12 June 2024

Blog: Housing associations are key partners in solving the housing crisis

Election Campaign 1B

03 June 2024

Blog: More than 140,000 children are living in temporary accommodation

P49 Social Chris Middleton2

28 May 2024

Blog: Transforming homes through strategic investment

P49 Social Lily Monk2

22 May 2024

Blog: The journey towards a single contact centre

P49 Social Paul Hackett2 1

14 May 2024

A response to the Ombudsman’s Paragraph 49 report

P49 Social Kara Tomas Meek2

03 May 2024

Blog: Contributing to a sustainable world

P49 Social Tina Edwards2

19 April 2024

Blog: Navigating cultural integration - Building a unified identity at Southern Housing

P49 Social Amy Singh2

11 April 2024

Blog: Using data to improve customer services

P49 Social Jane Campbell2

21 March 2024
Careers

Blog: Diversity in the Legal Services team

P49 Social Paul Hackett2 1

19 March 2024

Blog: Improving services for residents

P49 Social Troy Francis2

12 March 2024

Blog: A Simple Approach for Better Services

P49 Social William Miller2

07 March 2024

Blog: Social Impact - a financial ally for our residents

P49 Social Vanessa Biddiss2

04 March 2024

Blog: Helping residents to sustain their tenancies

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29 February 2024

Blog: Investing in our homes

P49 Social Paul Day2

26 February 2024

Blog: Mapping out the future

Douglas Silverstone

16 February 2024

Technology: the engine of a merger

08 February 2024

Blog: Delivering effective resident governance

06 February 2024

Blog: A merging opinion -  they work best when residents are at their heart

28 January 2024

Blog: Reflecting on the successes and challenges of the merger journey

26 January 2024

Blog: Hoping to achieve a balance in the relationship of equals

Colin Lydon (1)

23 January 2024

Blog: Delivering an effective ASB handling service

16 January 2024

Blog: Improving our data input

09 January 2024
Resident Involvement

Blog: The Resident Scrutiny Panel – our year one journey

09 January 2024

Blog: Listening to and acting upon residents’ feedback to shape our care services

21 December 2023

Blog: Repairing trust

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18 December 2023
Sustainability

Our new Environmental Sustainability Strategy

P49 Social Paul Hackett2 1

18 December 2023

Blog: The first 12 months of a merger

30 November 2023

Our annual review 2022-23

Featured in the photo (from left to right): Bunmi Atta (Director of Construction at Southern Housing), Mike Link (Chair of the ABE CLT), Cllr Michael Warden (Chair of Aldingbourne Parish Council) and Steve Underwood (Development Manager at Southern Housing).

25 October 2023

New homes delivered at Wings Wood development in Chichester

19 September 2023
New developments

Final brick laid at New Kent Road development

Milestone At Southwark Development

15 September 2023
New developments

Milestone at our Southwark development

18 July 2023
Sustainability

Topping out at The Green Quarter

11 July 2023
Sustainability

Topping out at new low carbon housing project