Complaints service standards

Soha will

• Either acknowledge or respond to your complaint within 5 working days. If an acknowledgement is issued, we will provide our full response within a further 10 working days.
• Acknowledge your request for a Stage 2 review within 5 working days. We will then provide a response within 20 working days of the date of acknowledgement.
• Listen, show empathy and act quickly when managing your complaint.
• Make sure we do what we say we will do.
• Involve the correct contacts, for example the relevant contractor or staff member who can help with your complaint.
• Follow up your complaint and communicate with you when you expect us to.
• Ensure our complaints process is clear and accessible and that all residents know how to make a complaint. Complaints procedure
• Welcome complaints and ensure we use the feedback to continuously improve our services and accountability to residents.

How you say we’re doing

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.

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