What do you want to do?
More information on feedback, compliments or complaints can be found in the boxes below.
If you have an advocate or someone to help you, that's fine. They can contact us on your behalf – so long as you tell us they can. To set it up for someone to speak on your behalf, please contact us.
We’re sorry if we haven’t met the high standards we set ourselves. We encourage you to get in touch with us about anything you’re not happy with as we can use this information to learn and understand where we’ve got things wrong and look to improve the situation.
You can get in touch with us by telephone, using our online services and Apps or in writing. Find our details below.
Our complaints leaflet also explains how you can raise matters with us and describes the next steps.
When you get in touch with us to raise something you’re unhappy about we’ll ask you what you’d like us to do to put things right.
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 will look to progress in line with our complaints process.
Further information about our complaints process can be found here.
Read more about our complaints process Contact us to make a complaint
As a registered housing provider, we must allow current and prospective residents to be supported by another representative or advocate when interacting with us about their tenancy and our services. Please contact us if this is something you’d like to arrange and we can advise further.
We love to hear when colleagues from across Southern Housing have delivered exceptional service for our residents
If you’d like to share your feedback with us there are a number of ways to do this. See information below.
Get in touchIf you have any feedback about our services or a suggestion about how we can improve, we want to know! Find out how to contact us below.
If you’d like to help shape our services, why not become one of our involved residents? You can find out how you can get involved and work with us to design, monitor and scrutinise our services.
Read more about shaping our services Contact us to give us your feedback
You can give feedback, compliments or complaints a number of ways:
If you're a former Optivo resident
- Email: contactus@southernhousing.org.uk
- Write to us: Southern Housing, Building 800, Guillat Avenue, Kent Science Park, Sittingbourne, ME9 8GU.
- Message us through MyAccount
- Tel: 0800 121 6060.
If you're a former SHG resident:
- Email: service.centre@southernhousing.org.uk
- Write to us: Southern Housing, Building 800, Guillat Avenue, Kent Science Park, Sittingbourne, ME9 8GU
| 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 |
We’re making improvements to our services
We know some of our services aren’t yet reaching the levels we’d like, or our residents expect.
Following our merger, we’ve been working hard to integrate our teams and IT systems to improve our services.
You can find out more about the specific improvements we’re making to our services here.
Our promise
As part of our Customer Service Promise you can expect us to:
- Be accountable and look for solutions
- Be respectful
- Do what we say
- Keep you informed
- Listen and learn.
Read our Customer Service promise for more information.
Our performance
We've been busy surveying residents to find out how they feel about our services - from repairs to safety, neighbourhood management, complaints and more.
It's all part of the new Tenant Satisfaction Measures, introduced by the housing regulator last year.