Soha will
- Treat customers respectfully, courteously and with empathy, meeting any specific needs.
- Be transparent and honest about what we can and cannot do.
- Aim to answer your call without passing you onto someone else.
- Aim to respond to all non-urgent emails within three days.
- Respond to letters within seven days of receipt.
- Welcome feedback about your experience of our services, including complaints when you are not satisfied with the service you receive from us.
- Expect our customers to treat us with respect, respect the privacy of others, and not to subject us to any form of abuse.
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.
Contact us
Want to contact the team?
Call: 0800 014 15 45 or email: housing@soha.co.uk
Want to complain?
Email: complaints@soha.co.uk
Zoe Jones, Customer Service Manager
