Berkshire, Surrey, Hampshire and Isle of Wight Regional Residents’ Panel (BISH)
Repairs call centre: Improvements on the way
Resident members raised concerns about long call wait times. New ideas are being explored, including better call routing, clearer queuing information and reminders to residents to keep phone numbers updated.
Repairs transformation making progress
Big work is underway to improve how repairs are managed and how better communication with residents will keep them informed about their repairs and reduce repeat calls.
Estate services satisfaction up by 12%
Bringing grounds maintenance in house and improving complaint handling have boosted satisfaction across the region.
Supporting residents
Over 450 residents received financial support totalling £5.7m, and community projects reached more than 1,200 people, this quarter.
Repairs performance staying strong
Over 94% of repairs met targets, and satisfaction with operatives arriving on time remains high at 94.7%.
Kent & Essex Regional Residents’ Panel
Online Account: easier, safer and more useful
Work is underway to improve the Southern Housing Online Account, including a new homepage, better security, clearer statements, and plans to make all repair issues reportable online. Resident members asked for bigger text boxes and more categories, and this currently being actioned.
Repairs transformation continues
A major overhaul of how repairs are managed is progressing. With high complaint levels and long standing backlogs, the new approach aims to streamline reporting, improve scheduling, and give contractors real time access so repairs can be completed more quickly. Better communication with residents will keep them informed about their repairs and reduce repeat calls.
Repairs performance staying strong
Repair satisfaction remains high at around 91% in the Kent & Essex region. The Resolve Team continues to perform strongly, with appointment attendance at 98%, fast emergency response, and faster overall repair times.
Estate Services satisfaction improving
Communal cleaning and grounds maintenance satisfaction has risen by 5%, and overall Estate Services satisfaction is up to 73%. Complaints in the Kent & Essex region has reduced significantly.
London Regional Residents’ Panel
Repairs transformation: progress underway
Resident members heard how Southern Housing is transforming the whole repairs system to make it quicker, clearer, and more reliable. Work includes improving systems, reducing follow on delays, fixing emergency repairs processes, and launching a pilot text messaging service for communal repairs. Better communication with residents will keep them informed about their repairs and reduce repeat calls.
Repairs performance: strong contractor outcomes
Axis, London’s main repairs contractor, continues to perform well, with high satisfaction, low backlogs, better first time fixes, and zero health and safety incidents.
Estate Services: In house model improving satisfaction
Satisfaction with communal cleaning and grounds maintenance is up 3%. North London has already brought services in house, and South London is now following. Residents appreciate onsite, uniformed staff who know their estates.
Housing update: communication and housing officers
Resident members raised concerns about communication and housing officer capacity, these areas are being reviewed.
Awaab’s Law: new safety measures live
Following new national requirements, Southern Housing has:
- Rolled out mandatory damp and mould training
- Created a live dashboard for monitoring cases
- Set up twice weekly case review meetings
- Contacted contractors with clear reporting expectations.
Midlands Regional Residents’ Panel
Repairs transformation: Making repairs faster and easier
Resident members heard how Southern Housing is working to improve the repairs experience by:
- Reducing phone wait times
- Increasing first time fixes
- Improving how systems connect
- Ensuring residents get better updates and faster follow on work
- Tackling repair backlogs.
There are still challenges, including 11,000 older repair jobs and high numbers of repairs related complaints, but new tools, automatic scheduling, and better communication systems are being rolled out to fix this.
Anti-social behaviour: New approach in place
The Midlands region now has:
- Two dedicated ASB Officers
- New anti-social behaviour and Good Neighbourhood Management procedures
- Better support for complainants, focusing on the impact on their lives.
Safety and servicing: keeping homes safe
Surveyors are carrying out pre move out visits to spot repairs early and speed up turnaround times. Gas and electrical safety checks remain a high priority; boilers are decommissioned if they fail and residents refuse access.
Residents want more good news stories
Panel members said they’d like Southern Housing to share more positive updates with residents. The Communications Team will work with the regional team to identify local good news stories.
Sussex Regional Residents’ Panel
Service charges: backlogs reducing and improvements coming
The Service Charge Team is working through remaining 2023-24 accounts, with almost all complaints now resolved and new staff helping speed things up. A clearer, region based service is being created to help residents understand their charges.
Repairs transformation: Better communication and faster fixes
Work continues to improve the repairs process, including more first time fixes, improved communications, quicker follow on work, and shorter phone waits. The Repairs App has been updated and text alerts for communal repairs are launching soon. Residents’ feedback has already led to changes such as increasing the repair description limit and reviewing how comments are used.
Repair quality: Strong checks and new Multi-Trade Team
Axis completes 90% of repairs in Sussex, now with supervisor checks for quality before jobs are closed. Five operatives are training as multi traders, and a new Sussex repairs depot will open early 2026.
Championing inclusion with House Proud
We're supporting the HouseProud pledge to create a safe, supportive and inclusive environment for all, regardless of sexual orientation or gender identity. You can find out more about our work and the pledge for inclusion on our website here.
