Planned Maintenance service standards

Soha will

• Consult with you before carrying out any planned works.How we carry out planned maintenance works
• Provide you with a direct point of contact at Soha to answer any questions and address any issues.
• Offer you a choice of colour and design, where possible.
• Employ competent tradespeople who will show ID and keep you informed of progress whilst the work is ongoing.
• Complete the work within an agreed timescale, with minimum disruption and at a time that’s convenient with you. How we carry out planned maintenance works.
• Proactively replace components such as heating systems, bathrooms and kitchens within agreed timescales.
• Carry out quality checks and tenant satisfaction surveys on completion, and use feedback to help improve the service. How we carry out planned maintenance works.
• Let you know how to make a complaint if you are not satisfied with the service you receive.

How you say 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.

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