Contact Us

There are six different ways you can contact us - by phone, text, email, letter, fax or visiting our office,

The person you wish to speak to may not be in the office, so to be sure of seeing/talking to them it may be better to arrange an appointment or visit. The list below gives you a guideline of the most suitable staff members to talk to. Whoever you speak to, we will ensure that your message is passed on and that you receive a response

Our main telephone number is 020 7299 0770.

We aim to answer all calls as soon as possible and our target time is six seconds. We do not operate a call queing system so your call will be answered by a Customer Services Officer giving their name and an offer of help.

Our office opening hours are Monday – Friday from 9am to 5pm. The person you wish to speak to may not be in the office, so to be sure of seeing/talking to them it may be better to arrange an appointment or visit. The list below gives you a guideline of the most suitable staff members to talk to.

Whoever you speak to, we will ensure that your message is passed on and that you receive a response.

If you have an emergency repair issue you can call the same number 020 7299 0770 and this will be answered by our out-of-hours service. They will only deal with emergencies. For all other repairs, please contact us during office hours – or use the online report here.

If you smell gas call the National Gas Emergency Service on 0800 111 999.

U can txt us on 07880 702 691 and we will respond within 24 hours during normal working.

We welcome emails as this gives us a written record that we can respond to within 48 hours during normal working - the same as an initial letter and a full response within 10 working days.

Customer Services - customerservices@sohoha.org.uk

Reinvestment - reinvestment@sohoha.org.uk

Housing Management - housing@sohoha.org.uk

Finance - finance@sohoha.org.uk

Our address is Soho Housing Association, 18 Hanway Street, London W1T 1UF.

We acknowledge all letters requiring a response within two working days and aim to answer general enquiry letters within ten working days. If a full response cannot be given during that time we will send a holding letter within five working days to the writer informing them of the delay. This will give a date for a full response and asks for additional information if required.

You can fax us on 020 7299 0799

Our office opening hours are Monday – Friday, 9am to 5pm. The front desk will have a Customer Services Officer available to see you - and we aim to see all customers within five minutes.

We have information leaflets available in the front desk area.

Paying my rent - if it is a general enquiry or low level issue the Customer Services Team should be able to help; for more complex enquiries please contact your housing officer.

Reporting a repair - if you need to report a repair please contact one of our Customer Services Officers during office hours of 9 - 5 and they will arrange for a contractor to visit you.

Emergency maintenance - if you have an emergency outside of our office hours then please ring our main number - 020 7299 0770 and you will be answered by our out of hours service and they will give you advice and contact an appropriate contractor.

Compliments and Complaints – please speak to the Customer Services Team

The Customer Services Team is the first point of information for nuisance and noise and also the local authority noise team if out of hours.

For Emergencies please dial 999 - and speak to the police, fire or ambulance.

If you have a general housing enquiry you can contact us on housingmanagement@sohoha.org.uk. If you have a general enquiry it may be better to speak to our Customer Services Team or contact us on customerservices@sohoha.org.uk

Click the link to download the list. Look down to find your address. The name of your Housing Officer is listed next to it.