Complaints
Find out about our Complaints Policy and review our Complaints Reporting.
We want to provide excellent services to you, our residents. We acknowledge that sometimes we will get it wrong, and when that happens, we want to resolve your complaint fully to make sure you are satisfied. We also want to learn from our mistakes to continue to improve our services.
Should you wish to complain about a service received from Soho Housing, you can do this to any member of our staff, either by telephone, email, in person, or by post to the office address. The quickest and easiest way is to use our complaints@sohoha.org.uk email address which is monitored between 9am and 5pm every working day.
We will acknowledge any stage 1 complaints within 5 working days and respond fully within 10 working days from the acknowledgement.
If your complaint is not fully resolved and you want to escalate your complaint to stage 2, we will acknowledge it within 5 working days and respond fully within 20 working days from the acknowledgement.
If you are dissatisfied with the way in which we are handling your complaint, or with the outcome of your stage 2 response, you can contact the Housing Ombudsman directly.
The contact details for the Housing Ombudsman Service are:
Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
As a social housing provider, we must belong to the Housing Ombudsman, and meet their requirements. This means sharing certain documents on our website. Here you can find our annual complaint handling report and latest self-assessment against the Housing Ombudsman’s complaint handling code.
Our Board receives regular reporting on our complaint handling and has seen the annual complaint handing report and self-assessment. We also have to publish their formal response to these documents.
"We, the Soho Board, recognise that our complaint handling has fallen short over the past year, and we unreservedly apologise to all our residents for this failing. During the last year, we have made many improvements to complaint handling. This includes ensuring complaints will be properly recorded, responded to and most importantly resolved. We will take ownership, apologise to residents, and pay fair compensation when our services fall short of our standards. These actions should help residents feel confident in making complaints and that they will be taken seriously when they do. The Board receives complaint information at every Board meeting and our Resident Services Committee also scrutinises complaints performance during the year so we can see if this is working or not. We know there is still more for us to do - most importantly, responding to complaints promptly. We have increased staff to make this happen and feel positive that our complaint handling will continue to improve."
Soho Housing Board
Policy document
Complaints Policy
Read Soho Housing’s Complaints Policy.
Self-assessment Report
Annual self-assessment
Download Soho Housing’s Annual self-assessment against the Housing Ombudsman complaint handling code.
Complaint Handling Report
Complaint Handling
Download our Annual Complaint Handling report.