Feedback and complaints
We aim to provide a good quality service at all times. Feedback is very important to us and we want to hear from you if you feel we have got something wrong or failed to deliver a service to a high enough standard. This will help us to improve our service in future.
If you feel that we have done a good job, we would like to hear about that too.
If you want to give us feedback or make a complaint, you can do any of the following:
- Call the service centre on 0300 303 1771, or if you are an Isle of Wight resident, please call 0300 303 1772
- Email the service centre at service.centre@shgroup.org.uk
- Download and complete a complaints form (also available from the service centre)
- Write to us at Southern Housing Group, PO Box 643, Horsham,
West Sussex RH12 1XJ
The complaints process
We have a three stage complaints process. At every stage of the complaints process we confirm details in writing.
Stage one
- We will take your complaint seriously and always follow up on what you tell us
- We will contact you within two working days to let you know who will be handling your complaint and how long we think it will take to resolve it
- We will explain our findings to you and discuss any action to be taken
- We will take the agreed action and arrange to pay any compensation necessary
- We will then contact you to find out if you are satisfied
Stage two
- If you are not satisfied, we will arrange to meet with you and agree what to do next. If the complaint is still not resolved we can refer it to Southern Housing Group’s appeals panel.
- Before closing any case we will agree with you that your complaint has been resolved.
Stage three
The last stage is our Appeals Panel.
The Panel’s role is to review and consider the appropriateness of the decision(s) made at the preceding stage of the complaints process. The Panel is usually made up of a resident, a non-resident and a Regional or Executive Director. It considers whether our policies and procedures have operated appropriately and fairly. It will look at what might reasonably be done to resolve the issue to the mutual satisfaction of both the resident and the Group, even if this requires action beyond the current policies and procedures.
It is also at this stage that you as a resident, can convey in person why you believe the issue needed to be raised at appeal stage.
Housing Ombudsman
If after the appeals stage you still remain dissatisfied, you can contact the Housing Ombudsman Service:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Phone: 0300 111 3000
Lo-call: 0845 7125 973
Minicom: 020 7404 7092
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk