Improving our resident services

Since our merger, we’ve been working hard to integrate our services, ensuring one set of systems and processes for all our residents and colleagues. This has been a complex process that’s largely complete.

We’re now working hard to improve our services and achieve the performance levels our residents expect and deserve. We’re making progress and working closely with residents to ensure we’re continually focused on what matters most to you.

image: Southern Housing team members smiling wearing their uniforms when out at work

Acting on what matters

Much of our effort is going into improving our repairs service as we know this is the priority for our residents. We’re bringing more repair work in-house, replacing underperforming contractors, and recruiting additional repairs colleagues. We now complete nearly 70% of repairs in-house.

We’ve strengthened our complaints process, centralising oversight and reviewing trends to inform service improvements.

We’ve increased our investment in existing homes and improving energy efficiency.
We’ve launched Online Account, our online service offer for residents to self-serve.

Service improvements

We recognise there’s more to do, and we’re committed to continually improving. Our priority is to provide safe, high-quality homes and responsive services to all residents.

You can read more about the specific improvements we’re making to our services below.

Improving repairs

Read what we're doing to make our repairs service faster, more reliable, and better.

Improving complaints

Here's how we’re making improvements to our complaints service.

Improving communications

Read more about the work we're doing to improve the communications we share with our residents, ensuring they’re timely, consistent and respectful.

Improving customer services

Read more about the improvements we’re making to allow us to provide our residents with excellent customer services that meet their needs.

Improving frontline services

Since becoming Southern Housing, our aim has been to be both “Big and Local". Here's how we’re shaping our frontline services around what matters most to you.

Improving damp and mould services

With the introduction of Awaab's Law in October 2025, we’ve invested heavily in tackling the root causes of damp and mould, and have carried out thousands of preventative repairs.

Improving digital broadband services

Read how we’re working with providers to deliver full-fibre broadband directly to our homes.

Involving residents

We’re serious about resident voices being heard. Find out more about how residents are involved at every level of our organisation.

Cost of living support

We’re here to help residents access all the financial support they’re entitled to. Read more about the guidance available from our teams.

Involved resident writes on a piece of paper

Our performance

We believe in being open and transparent about how we're doing when delivering key services to our residents.

Find out about our quarterly performance and also what our residents and homeowners told us about the services we provide when surveyed as part of the Tenant Satisfaction Measures.

More information