We’ve updated our complaints policy to reflect the latest requirements of the Building Safety Act 2022.
If you live, work or have an interest in a high-rise residential building (HRB) above 18 metres or 7 storeys, you're now able to make a building safety complaint.
If you're unsure whether a building is a HRB, please enter your postcode on 'find a high rise residential building' on the government website.
A complaint relating to:
• The performance of Southern Housing where we are the ‘principal accountable person’ or an 'accountable person' > link to policy
• The performance of a third-party 'accountable person'
• Building safety risks, such as structural safety issues and spread of fire issues in or about the building e.g.
o Flammable cladding on the outside of a building
o Fire doors or smoke extraction that are not working or missing, increasing the risk of a fire spreading
o Failure of the building’s structure, such as parts of the building collapsing, cracks, or parts of the building falling off.
We’re committed to providing our residents with a great service and we’d encourage you to get in touch if you wish to discuss anything you’re unhappy or concerned about.
We can often resolve matters immediately, without needing to escalate as a formal complaint. However, if we need to make further enquiries to resolve the matter, or if you ask us to, we’ll log it as a complaint and take it forward in line with our process.