This year, for the very first time, Soha has received a negative judgement from the Housing Ombudsman Service. The Housing Ombudsman provides an independent and impartial service which reviews complaints after they have been through a landlord’s internal complaints process. In this case, the Ombudsman found we had not correctly followed our processes, and that these failings had caused distress and inconvenience to our resident. We have apologised to the resident and have followed the orders and timelines set by the Housing Ombudsman in the report.
We’ve carried out a full learning review which shows how we will be doing things differently, and we would like to share that with you.
We want you to know that we’re committed to treating all our residents with respect and care, and we’re an organisation who take huge pride in doing our best to deliver excellent services to our residents. We know we need to improve the clarity of our policies, and to improve the comprehensiveness of our record keeping, in order to consistently deliver a high level of service to all Soha residents. We work hard to give our residents the best service – if it isn’t great, then please get in touch with us so we can continue to learn and improve.
How do I contact the Housing Ombudsman?
If you have been through our complaints process and you aren’t happy with the outcome, it’s your right to take your case to the Housing Ombudsman Service to investigate. There are multiple ways to contact them:
- Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
- Email: info@housing-ombudsman.org.uk
- Phone: 0300 111 3000
- Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET