Soha will
- Provide you with a variety of ways to report repairs
- Attend emergency repairs to make the home safe within 24 hours
- Respond and repair to urgent repairs within 5 working days
- Respond and repair to responsive repairs within 20 working days
- Offer you a choice of appointment slots for routine repairs carried out by Soha Response, our in-house contractor (not always available with our sub-contractors)
- Consider your individual needs and treat you and your home with respect
- Ensure our contractors keep repair appointments and notify you of any delays or changes
- Aim to complete repairs quickly and in the fewest number of visits possible by ensuring operatives have the correct skill set, equipment and materials for the work required
- Ask our contractors to clarify the work they are carrying out in your home and not complete a job until you have confirmed you are satisfied with the work
- Carry out quality checks and tenant satisfaction surveys on completion, and use feedback to help improve the service (not always available with our sub-contractors)
- Encourage residents to report repairs using a variety of different channels
- Let you know how to make a complaint if you are not satisfied with the service you receive
What repairs are Soha responsible for?
We’re responsible for carrying out most, but not all, repairs in your home. This includes:
- the structure and outside parts of your property (external walls, main roof, porches, fences – if they border onto a public area, etc)
- electrical wiring (including sockets, switches and fittings – but not light bulbs) and heating systems
- kitchen units, sink and worktops
- bathroom sanitary ware (such as bath, basin, shower, toilet)
- doors and windows
- areas shared with other residents, such as communal halls, stairways and gardens
- all fencing.
Before the trade operative arrives at your home, please make sure that the area they will be working in is clear of personal objects and furniture. If the area is not clear, the trade operative may not be able to continue with the appointment and it will have to be rescheduled.
Unable to clear the area yourself? Call us as soon as possible on 0800 014 15 45 (Freephone).
What repairs are tenants responsible for?
To see the most up-to-date list of your and our repair responsibilities, download this list.
How we’re doing
Tenant Satisfaction Measures (TSM)
All housing associations are required to report on their performance on a core set of defined Tenant Satisfaction Measures (TSMs) to provide tenants with greater transparency about their landlord’s performance. The ‘National Average’ is based on data from over 60 similar sized housing associations in the UK.
Contact us
Report a repair
Call: 0800 014 15 45 or email: housing@soha.co.uk
Wish to complain?
Email: complaints@soha.co.uk
“We’re thrilled to introduce Soha Response, our Soha-owned repairs and maintenance service. In early 2025, we directly employed more than forty local specialist tradespeople to complete our responsive repairs work.
We’re expecting to be particularly busy from the spring through to the autumn, so we ask for your patience, good grace, and honest feedback as we get our vans on the road.
We’re expecting to learn as we grow, but we’re confident we can deliver a service which truly puts our residents’ needs at its heart. Each time you have a repair you will receive a text survey, and we would be hugely grateful if you would let us have your honest feedback, so that we can make tweaks and changes to deliver a much better service in the long term.”
Andy Tollett, Director of Property Services
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