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 housing@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 withing 20 working days from the acknowledgement.
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 apologise to our residents for the service they have received. We are committed to implementing the improvements required to ensure that our residents feel confident to complain and that the Soho team resolve complaints in a timely manner and consistent with our complaint policy. In the past month we have trained every employee in complaint handling, and in January 2025 will implement an enhanced complaint process. We will continue to monitor complaint handling closely to improve the way we record, respond to, resolve, monitor and report complaints, and will discuss complaints at every Board meeting going forward. We are committed to improving our complaint handling over the coming months."
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.