How long will my repair take?
When you report a repair to Soha, we’ll prioritise the work based on what’s gone wrong and how urgent it is:
- Emergency: respond and make safe within 24 hours
- Urgent: respond and repair within 5 working days
- Responsive: respond and repair within 20 working days
Who will complete my repair?
In 2025 we launched Soha Response, our wholly-owned in-house repairs service, which means Soha now directly employ specialist tradespeople for the first time ever. Before now, all of our repairs have been outsourced. We made this decision to make our residents happier with our repairs service, as satisfaction wasn’t as high as we aimed for. Since launching Soha Response, we’ve seen an improvement in our relationships with residents, and resident satisfaction is increasing.
Thank you for your patience, good grace, and your honest feedback as we get this new repairs service on the road. We’ll continue to work with specialist contractors as we grow, so remember to ask for identification from any repairs person who comes to complete a repair. If someone shows up and you’re not expecting them, please do call us to check before letting them in on 0800 014 15 45 (Freephone).
What does that mean for the repairs service I receive?
At first, Soha Response will look after responsive repairs (usually when something needs to be fixed) and empty homes where some work needs to be done.
We need to hear what’s working well and what needs improvement so that we can make tweaks and changes to continue improving the service. Everyone who has a repair is sent a text survey afterwards. Fill it in and you’ll be entered into a quarterly prize draw to win £50 in shopping vouchers.
Please contact us with any questions. For all the ways to tell us what you think, read about our feedback and complaints processes here.
A message from Beau
Beau joined our Soha Response as Managing Director in 2025, bringing over 20 years of invaluable experience in social housing and asset management. Beau’s background includes a track record in delivering high-performance repairs, maintenance, and void (empty home) contracts, as well as managing teams with resident satisfaction at their heart. We look forward to the positive impact he will have on this new service.
Beau says:
“I’m really excited to be part of Soha Response. It’s clear to see that the hard work Andy and the team have been building over the past couple of years is really coming to life. We have a new Board, are welcoming new trade operatives and, as a mutual housing association, we’re excited to keep delivering excellent services for you in a community-based way.
Over 170 people contributed to our service design, which shows how listening to and understanding residents’ feedback helps us to learn and improve. So please let us know how we’re doing as we grow.”
News about Soha Response
- Soha Response: What residents are saying so farOver the past few weeks, we’ve been collecting your feedback on our new in-house repairs service. We’ve been blown away…