Our new contractors
We’ve carefully reviewed how we invest in and improve our homes. In the past, we used lots of short-term contracts, which often meant frequent changes in service providers’ ways of working.
To improve this, we ran a full and transparent procurement process to appoint a smaller number of trusted service providers to work with us over the long term. Residents were involved in shaping this approach, and we looked closely at quality, safety, customer service and value for money.
The outcome is a set of long-term agreements that give us more stability, better oversight and clearer accountability for the work carried out in your home.
Who are our new contractors?
We’ve appointed a group of experienced service providers who will work with us across different regions and types of work. These partners include a mix of local and national organisations, chosen because they share our values and commitment to residents.
They’ll be responsible for planned home improvements such as kitchens, bathrooms, windows, doors, roofs, as well as related safety and energy efficiency works.
All service providers have been through thorough checks and are required to meet our standards for safety, quality, resident care and behaviour.
All contractors work to Southern Housing’s standards and are closely managed by our teams. Whoever carries out work in your home will clearly identify themselves and follow our expectations around respect, safety and customer care.
What this means for you
Working with long term partners means:
- More consistent quality of work
- Fewer changes of contractor
- Clearer standards and expectations hexagon-check
- Better planning of works over-time
- Less disruption overall.
It also helps us hold contractors to account if standards are not met, because they’re working with us for the long term, not just on one off jobs.
If improvements are due on your home
If your home is due to receive planned improvement work, Southern Housing will introducing the service provider before anything happens.
This will usually be:
- A letter advising you that works to your property are being considered in that current year
- Followed by contact from the appointed contractor to arrange surveys or appointments.
You’ll always be given advance notice, clear information and the chance to ask questions before work starts. No one should turn up unexpectedly or pressure you to agree to anything.
Our teams will continue to oversee all work and remain your main point of contact throughout.
Our commitment to you
Whatever work is being carried out, our expectations remain clear. Our service providers must:
- Treat you with respect
- Keep you informed
- Work safely and tidily
- Minimise disruption to your home
- Put things right if something goes wrong.
This is part of our Southern Service promise, doing the right thing, keeping our word, and putting residents first in everything we do.
If you have questions or concerns at any point, please contact us.