Improving our customer services

We want to provide all our residents with excellent customer services that meet their needs. While we’ve made great strides to do this since our merger, we know there’s more work still to do.

With nearly a million interactions every year, our priority is making it easy for residents to contact us in an efficient way when they need our support.

A man holds and ipad and a woman points at it

Our journey to fully integrate our systems

Since merger, an important task has been the integration of our systems, ensuring we take the ‘best of both’ legacy organisations.

It’s been a complex journey, but in summer 2025 we delivered a fully integrated resident contact centre. This means we’ve now:

Unified our data systems: enabling our customer contact teams to support all residents when you contact us
We’ve centralised our phone numbers: 0300 303 1066 for all residents and 0300 555 2171 for homeowners
We also have one central email address. Please use: hello@southernhousing.org.uk when you want to get in touch. Please don't send emails to our old email addresses as they are no longer monitored. Read more here.
We’ve updated out social media monitoring process so we can handle resident enquiries more effectively from our Southern Housing social media channels.
In Summer 2025 we launched Online Account, our centralised online service and App for our residents to self-serve. We’re now working alongside residents to expand and improve our online service offer.

Ongoing work to improve services

The work to improve our customer services is ongoing, and we want to be transparent, we know our call wait times are still longer than we’d like. We’re continuing to make improvements including:

Recruiting more advisors to focus on your needs
Increasing training to support our advisors in handling requests and delivering a great service
Working closely with teams across Southern Housing to ensure issues are dealt with promptly and we follow up to keep you informed
Sharing real time call information so residents know the times to avoid calling and when lines are quieter. Unless urgent, please avoid calling on a Monday morning for example.

We’re confident that this work will lead to further improvements for residents, including:

More efficient services: Our advisers have better tools, with faster access to information, allowing them to focus on your needs.
Improved call resolution: Advisors will be able to handle calls more effectively, ensuring more issues are resolved ‘right first time’.

Puneet Rajput, Director of Governance and Regulation, takes part in a resident Board meeting

Residents engaged

We’ve been consulting with residents regularly throughout our integration and transformation journey.

We continue to work alongside residents to capture feedback and ensure residents directly input into shaping our customer services.

You can find out more about resident involvement on our website.

Need assistance?

If you need support during this time you'll find a wide range of information and guidance available here on our website.

If you'd like to contact us, we’re still here to support as normal but please be aware that if you call us we may be a little slower than usual while the teams get used to new systems.

Get in touch

We appreciate your patience and understanding as we complete this essential work, and we’re committed to keeping you updated on our progress.

For more details, read our blog by Lily Monk, Director of Customer Transactions, where she shares more about this journey.

Involved resident writes on a piece of paper

Our performance

We believe in being open and transparent about how we're doing when delivering key services to our residents. That's why we report each quarter on figures such as the average time it takes to answer calls and the percentage of calls into us that are answered.

Find out about our quarterly performance and also what our residents and homeowners told us about the services we provide when surveyed as part of the Tenant Satisfaction Measures.

More information