Adverse weather guidance

Stormy weather has hit many parts of the UK and windy conditions are expected to continue over the coming days.

Help is available if your home has been affected by adverse weather. We advise you read to our guidance below before calling us to make sure you are contacting the correct organisation who can best assist you.

Fence panel damage:

If your fence borders a public highway or lines a common area in a block of flats, we will make safe and repair at a later date. You are responsible for repairs to all other fences.

Roof tile damage:

The quickest way to report and book in repairs is through our online services. You can also call us - see details below.

Blocked main sewerage drains:

Contact your water company. Not sure who that is? Find out here.

Power cut or electrical emergency:

Visit the UK Power Network website or call them on 0800 31 63 105.

Fallen trees:

If a tree has fallen on our land, please contact us. You are responsible for trees and fallen branches in your gardens.

Have any other concerns or questions?

The quickest and easiest way to contact us with non emergency enquiries is via our online services. You can also call us for emergencies related to your tenancy.

For serious or life-threatening incidents please call 999 immediately and speak to the emergency services.

We’re available to help during our standard office hours, Monday to Friday between 9am and 5pm. Outside of these hours we run an out-of-hours service for emergencies only.

An emergency repair is anything causing immediate risk to the health, safety, and security of any occupants and/or visitors to your home. Or causing immediate damage to a property’s structure, fixtures and/or fittings.

Typical emergency repairs include:

Water leaks to a water pipe or riser on the landlord side of the stopcock
Making safe immediately after a flood. e.g., checking electrics
Dealing with the effect of severe storm damage on your home’s structure (after the storm has passed)
Risk of falling masonry or structural collapse
Total loss of your electricity supply (excluding those caused by a Power Company)
Unsafe electrical fittings (excluding resident owned appliances)
Breaches of security to outside doors and windows (Broken glazing will be boarded; replacing glazed units is your responsibility)
Gas Leak within our property
Blocked mains drains, soil pipes or your only toilet
Heating loss for elderly/vulnerable residents at all times and during the period 31 October to 30 April for others
Passenger Lift breakdowns
Personal Mobility Lift breakdowns where we remain responsible for repairs/servicing
Insecure communal door access.

Note: This is not an exhaustive list. For more information, please see our Repairs policy.

When adverse weather conditions occur, we may experience higher call volumes than normal. For the quickest and most effective response, follow the advice above to direct your enquiry to the appropriate organisation.

Contact us

If you're a former Optivo resident:

Call 0800 121 6060
Email contactus@southernhousing.org.uk
Report your repair on MyAccount.

If you're a former Southern Housing Group resident:

Email service.centre@southernhousing.org.uk

The London boroughs of Barnet, Brent, Bromley, Croydon, Hackney, Hammersmith & Fulham, Haringey, Islington, Kensington & Chelsea, Lambeth, Redbridge, Lewisham and Southwark:	Call 0300 303 1061
The London boroughs of Barking & Dagenham, Bexley, Greenwich, Havering, Newham, Tower Hamlets and Waltham Forest, or Essex, or Kent, including Medway	Call 0300 303 1773
East and West Sussex	Call 0300 303 1063
Berkshire, Buckinghamshire, Gloucestershire, Hampshire, Northamptonshire, Oxfordshire and Wiltshire, as well as Runnymede and Waverly, Elmbridge, Mole Valley, Reigate, Banstead and Tandridge in Surrey	Call 0300 303 1064
Isle of Wight	Call 0300 303 1772