Rental Income service standards

Soha will

• Provide online resources, which enable you to check all your rent information. MySoha app
• Contact you promptly if you do not pay your rent on time and offer to visit you in your home if you are not able to visit our offices. Your Localities team
• Alert you within a fortnight if there is an issue with your rent account, providing details of support. Difficulty paying rent?
• Provide a single point of contact for any queries and work with colleagues to resolve your queries. Contact Locality team
• Offer you a range of ways to pay your rent. Paying your rent
• Work with you and offer support at every stage to make sure arrangements to repay rent arrears are affordable. Contact Locality team
• Help you maximise your income by enabling you to check your entitlement to housing-related benefits. If you’re struggling, we can refer you to our Tenancy Sustainment service. Difficulty paying rent?
• Keep you informed about how we’re performing, by displaying locality-based performance data online.

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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