Thank you to everyone who completed our contact centre survey, both online and by post. We’ve had an incredible response, with over 2,400 of you sharing your thoughts!

We’re reviewing all your responses and what you’ve told us will shape our new service offer. Here are some of the actions we’re taking already.

You said

“Circulate confirmation of relevant telephone numbers. Provide human response more promptly rather than automated options.”

"Just reply to us."

We did

We’re moving our front-line teams off our mixture of legacy numbers and emails and merging into one new set of Southern Housing contacts. This is harder than it sounds, as for it to work well, all our service delivery teams need to have a single way of working. We’ll start the process in October and will update our website, social media, and letters with the new contact details when we complete these changes, early next year.

We’ve also reviewed the automated options on our phone menus.

We’ve worked to make them simpler, so you get through to talk to someone faster.

You said

“Have agents that have access to data they need to answer my questions. Have agents that call back and reply to queries within the timeframes they give."

We did

Since we became Southern Housing, we’ve been working hard to make sure all our information and data is easy for our advisers to access so that they can help you. We’re introducing new tools so advisers can answer more of your queries straight away. We’re also making sure our specialist teams are available to support with answers and assistance.

You said

"Not everyone is online."

We did

We know everyone has different preferences when it comes to contacting us, and we’ve received some really valuable feedback in this survey. We won’t be removing any methods for contacting us, so post, phone and email will all remain. However, we also want to make it easy for people who do like to selfserve and use our online services. We’re looking to make sure you receive the same great service no matter how you choose to contact us.

Great news, we’ll start bringing back live chat from the autumn. Keep a look out for future communications on this.

Survey Winners!
Completing the survey meant you were entered into a prize draw. Congratulations to our lucky winners

£100: Keith from Kent
£50: Susan from Eastbourne
£50: Janet from Kent

Thank you again, we really appreciate your responses to the survey.