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, have reflected carefully on resident feedback, complaint investigations, and Housing Ombudsman determinations. These have provided invaluable insight into where our services were not consistently meeting resident expectations and tenants have needed to complain. This insight highlighted opportunities to strengthen complaint handling, communication, record keeping, and case management. In response, Soho Housing has delivered significant organisational change, including the introduction of dedicated Complaints, ASB and Customer Services roles, stronger governance and Board oversight, enhanced staff training, and improved use of systems to support case management and organisational learning. Further work remains to fully embed these changes and see their impact, we remain committed to continuous improvement and delivering a more responsive, transparent and resident-focused service.”
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.