Southern Housing

Just wanted to say that the work carried out was great, but also a big thankyou to the very lovely Ellie and Lee customer repair advisors who were so very helpful and found out all I needed on each of the occasions I rang they were brilliant couldn’t have done more to sort out my queries on both times I called perfect attitude and understanding 10/10

They send emails saying you are in debt to them when you are not. The emails don’t explain what the debt is for, just demand payment. After weeks and weeks they finally admit that they have no idea what it is for. It took going through the complaints process to resolve it after stony silence from anyone else. In fairness, the complaints team did admit (eventually) they didn’t know what it was for and cancelled it. But how many other people did pay because they didn’t challenge it?They also derailed the sale of my flat because they did not inform me that a review of the ESW1 (Grenfell) form was underway. When I asked the sales team about it, they said there was no problem and did not mention the review. The sale then collapsed 8 months in because of it. They then kept telling me that they did inform me. They did not.It took 8 months because the sales team are beyond incompetent, take weeks, sometimes months, to do anything, and send information about the wrong flat, adding further delays.Don’t do shared ownership if you can possibly avoid it, the hidden costs make it more expensive in the long run (I had to pay stamp duty to SELL the flat, for example). Especially don’t do it with Southern Housing

Mike was so kind, now have to wait see if black mould gets removed! Still waiting for roof repairs 7 months after first raised the issue of leaking roof. The star review was for Mike only & his kindness.

Case Reference: CAS-2761178-B6P2Q1Since May 2025 I have submitted numerous complaints to Southern Housing regarding the conduct of staff at Lewes Court, including concerns relating to safeguarding, complaint handling, misinformation provided to police, data protection issues, and the treatment of a vulnerable resident with dementia.Despite repeatedly requesting that certain staff members not be involved due to an ongoing Housing Ombudsman complaint, my concerns continued to be directed back to the same individual. This raised serious concerns about fairness, impartiality, and transparency in the complaints process.I also submitted a Subject Access Request and a formal complaint regarding a serious incident involving inaccurate allegations and an apparent breach of data protection. I received confirmation that the complaints team would respond by 5 May, but no response has been provided and my correspondence has since been ignored.Throughout this process I have experienced delays, lack of accountability, failure to address safeguarding concerns properly, and refusal to engage meaningfully with evidence submitted.I have now escalated matters further and will continue pursuing the complaint through the Housing Ombudsman Service and other relevant authorities.Extremely disappointing experience from an organisation responsible for vulnerable residents.In my experience, concerns were repeatedly dismissed rather than properly investigated, despite detailed evidence and documentation being provided. Communication became increasingly obstructive, responses were delayed or ignored, and legitimate legal authority under registered Lasting Powers of Attorney was not properly recognised.I was also deeply concerned by the apparent lack of accountability when complaints involved senior staff or scheme management. Instead of addressing the issues raised, the situation escalated unnecessarily and caused significant distress during an already difficult period involving a vulnerable family member with dementia.For an organisation entrusted with safeguarding and housing vulnerable people, I expected professionalism, transparency, and adherence to proper procedures. Unfortunately, that was not my experience.What has been most concerning is the apparent failure to follow proper complaint procedures and safeguarding standards. Important concerns were repeatedly redirected back to individuals connected to the complaints themselves, creating the impression that there was no independent or impartial review of the issues raised.I also found it extremely troubling that references to safeguarding concerns and police involvement appeared to be used to justify decisions while legitimate questions and requests for clarification were left unanswered. Despite multiple requests, clear explanations, evidence, and formal responses were not provided within stated timescales.The ongoing lack of communication, failure to acknowledge correspondence properly, and refusal to address key issues has significantly undermined my confidence in Southern Housing’s ability to manage sensitive situations involving elderly and vulnerable residents appropriately.