Complaints service standards

Soha will

• Resolve a rapid resolution issue within 3 working days. Making a rapid resolution complaint
• Acknowledge a stage 1 complaint within 3 working days and provide a written resolution within 10 working days from when the stage 1 was opened.
• Organise a Stage 2 panel within 20 days of the Stage 2 complaint being accepted, and provide you with a written outcome within five working days after the hearing has taken place.
• 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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