Policy library

Sets out how we make reasonable adjustments so disabled customers can live more comfortably in their homes.
Aids and Adaptations Policy

If you’d prefer to read the policy in a summarised, EasyRead version, click here. This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

Soha’s strategy to avoid and deal with fraud, including bribery.
Anti-Bribery and Anti-Fraud Policy

Explains our approach to preventing and handling complaints about ASB and hate-related behaviour and crimes.
Anti-Social/Unwelcome Behaviour Policy

Sets out how we manage risk arising from the presence of asbestos.
Asbestos Policy

This policy sets out the statutory requirements that Soha must follow in managing its assets.
Asset Management Policy

Describes how individuals are recruited and appointed to the Board and Committees.
Board Member Recruitment and Selection Policy

Sets out our approach to remuneration of Board Members and payment of expenses.
Board Member Remuneration & Expenses

Good communication plays an essential role in our aim to provide secure, comfortable homes and efficient services to our residents and this policy explains what communications standards everyone can expect.
SP35 Communications Policy

If you’d prefer to read the policy in a summarised, EasyRead version, click here. This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

Outlines the circumstances where we’ll make a payment or gift in situations where our service might have fallen short, and we need to make things right.
SP11 Compensation Policy

Outlines how we deal with, and learn from the complaints we receive.
Complaints Policy

Outlines what happens when people need to tell us sensitive and serious information about our organisation, or members of our organisation, in confidence.
Confidential Reporting (Whistleblowing) Policy

This policy sets out our approach to the protection and retention of personal data, in accordance with the Data Protection Act 2018 and UK GDPR regulations. Additionally, it outlines the steps individuals can take to access their personal information.
GDPR Compliance Statement – Appendix 1
Data Protection (GDPR) Policy

Our approach to preventing and tackling domestic abuse and violence.
Domestic Abuse Policy

Aims to ensure that electrical safety is managed safely and reduce the risks as far as is reasonably practicable.
Electrical Safety Policy

Describes what happens when a Soha property becomes vacant, including cleaning, repair or renovation work, and re-letting.
Empty Properties Policy

The policy sets out how, as a business, Soha will aim to protect the environment, minimise our carbon footprint, comply with all relevant legal and regulatory requirements, encourage biodiversity and continually improve our ISO14001 Environmental Management System.
Environmental Management Policy

We strive to promote equality, diversity and inclusion across our business. This policy sets out our approach.
Equality, Diversity and Inclusion (EDI) Policy

Outlines how Soha designs, maintains, cleans, manages and improves neighbourhoods and communal areas in most of our rented properties.
Estates and Communal Areas Policy

If you’d prefer to read the policy in a summarised, EasyRead version, click here. This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

Outlines how we take steps to prevent injury or damage due to fire.
Fire Safety Policy

This policy details Soha’s approach to dealing with the recovery of former tenant rent arrears.
Former Tenant Arrears Policy

Guides all activities connected to the servicing and maintaining of gas appliances owned by Soha.
Gas Safety Policy

Describes our approach to dealing with conflicts of interest and maintaining appropriate records.
Gifts, Hospitality and Register of Interests

This document sets out the Treasury Management Policy Statement of Soha and its subsidiary SIB Property Limited, together with the Treasury Management Practices that it adopts and operates.
Group Treasury Management Policy

Describes our approach to dealing with hate crime. Hate Crime Policy

How we comply with health and safety legislation, and how we identify and minimise risks to our employees, residents, contractors, visitors, our property and the environment.
Health and Safety Policy

This policy sets out Soha’s approach to addressing issues related to clutter, hoarding behaviours, and unsanitary properties.
Hoarding Policy

If you’d prefer to read the policy in a summarised, EasyRead version, click here. This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

This policy explains when we may be required to move households permanently or temporarily for reasons including but not limited to: refurbishment, modernisation, re-development or in need of a major repair.
Homeloss, Relocation & Emergency Move Policy

This policy sets out Soha Housing’s approach to identifying, assessing, managing and resolving all hazards prescribed by the Housing Health and Safety Rating System (HHSRS).
Housing Health & Safety Hazard (HHSRS) Policy

Leaseholders can extend their lease using either the Formal, or the Informal route. Shared Owners do not have a legal right to a lease extension so cannot use the Formal route, but Soha will offer a lease extension through the Informal route, where possible.
Lease Extension Policy

Our approach to the management of Legionella bacteria in our water systems within the stock owned by and managed by us, to staff, residents, contractors and the public dealing with water and water systems in our homes.
Legionella Policy

Sets out our approach to letting properties. This should be read alongside our Tenancy Policy.
Lettings Policy

The management of all types of passenger lifts within the homes we own and manage across the organisation.
Lift Safety Policy

This policy sets out Soha’s approach to tenants who wish to mutual exchange (swap) their homes.
Mutual Exchange Policy

This policy sets out our approach to controlling pest infestations in our residents homes and communal areas. This includes; when we will investigate cases of infestation, our response time for doing so, and proofing measures we will put in place to prevent future infestations.
Pest Policy

This policy sets out our approach to keeping domestic pets in properties which are rented, shared ownership or leasehold. We understand that a pet can enhance the quality of life or provide essential support for an individual such as an assistance or a therapy pet.
Pet Policy

This policy describes our approach to making reasonable adjustments to our services based on residents’ circumstances, including residents with disabilities and support needs, such as visual impairments, mobility issues, neurodivergence and cognitive disabilities.
Reasonable Adjustments for Residents Policy

If you’d prefer to read the policy summarised in an Easy Read version, click here. This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

This policy sets out the approach to recharging the cost of carrying out work that is not the contractual responsibility of Soha, or which arises from damage or neglect by the current or former resident.
Rechargeable Repair Policy 2023

Outlines how we manage tenants’ rent payments.
Rental Income Policy

How Soha set rents in our social and affordable rented properties, as well as how and when these rates might change.
Rent Setting Policy Procedures

This policy guides us when performing day-to-day repairs, as well as larger projects – like kitchen or bathroom upgrades.
Repairs and Maintenance Policy

This policy will determine how the Board will appoint and involve resident and community shareholding members.
Resident & Community Shareholding Membership Policy

This policy sets out the expenses and incentives that Soha may pay to involved residents together with the exclusions.
Resident Involvement, support and incentives policy 

Soha’s approach to discharging its obligations to tenants who are entitled to buy their homes under the statutory provisions of the Preserved Right to Buy and Right to Acquire.
Right to Buy/Acquire Policy

Describes the steps we take to protect children and vulnerable adults from physical, emotional, sexual, and financial abuse and neglect.
Safeguarding Vulnerable Adults and Children Policy

Sets out our approach to selling, part-buy, part-rent homes.
Sales and Home Ownership Policy

Where we collect service charges we’re guided by our service charges policy.
Service Charges Policy

This policy will determine how the Board will approve and involve staff as shareholding members of Soha.
Staff Shareholding Membership Policy

Sets out our approach to recovering debts.
Sundry Income Recovery Policy

Describes how we offer new tenancies, and how we support and help residents to sustain their tenancies.
Tenancy Policy

This policy aims to prevent homelessness by sustaining tenancies and providing financial and other support to residents.
Tenancy Sustainment Fund Policy

If you’d prefer to read the policy summarised in an Easy Read version, please click here.

This is a guide to the themes of the policy document (above) and not a replacement for it. You can see all the detail of what we have committed to do in the main policy document. We’d be pleased to help you find the bit you’re interested in or to explain it if you contact us.

This policy sets out how Soha manages its tree stock on communal land, void property gardens and in residents’ gardens and our approach to inspecting and maintaining trees.
Tree Management Policy