Created with our residents
Effective April 2025
We want to provide a consistent and reliable service. Our service standards are our promise to you, what you can expect from us and for you to hold us to account to.
We are very proud that these service standards have been created with our Soho residents and colleagues.
The best way to contact us is to email or phone our customer service team on:
Calls will be answered by our customer service team between 9am and 5pm, and our out of hours service after 5pm-9am.
Any voicemails received will be answered within 1 working day.
Emails will receive an immediately acknowledgement, so you know it has been received. You will receive a full response within 5 working days.
Emergency emails will be responded to within 1 working day, but we highly recommend you phone us and speak to us
Our housing officers will focus on being visible at blocks, managing blocks, supporting you with your tenancy, and anti-social behaviour.
We will publish the names of housing officers on our website and also communicate it through notice boards in blocks.
Any emails sent directly to officers will be answered in 5 working days. For any emergencies, ring us on 020 7557 7400.
We will keep you up to date with important information about your home.
We will use combination of notice boards, textmessaging and/or email notifications.
We will keep our website up to date with key information, including who your housing officer is.
We will send out a newsletter 3 times per year.
For general communication, we will use email where we have an email on file, and post where we don’t, or you have told us that is your preference.
We will do our best to get things right but know that sometimes we might get it wrong. If so, we will do everything we can to put it right for you.
Our website will always set out our complaints policy. This explains how to make a complaint.
All complaints will be acknowledged and allocated to a complaint lead in 5 working days and responded to fully in 10 working days.
You may escalate your complaint to stage 2 if you are not satisfied with the stage 1 outcome. We will acknowledge it within 5 working days and respond fully within 20 working days.
We will follow theHousing Ombudsman complaint handling code, and you can involve the Ombudsman at any point during the complaint process if you feel like we are not managing your complaint well.
We will use a contractor to carry repairs in your home, and in the following timelines:
24 hours
5 working days
20 working days
Our website includes what an emergency, urgent and routine repair are.
For any reports of damp and mould, we will arrange a surveyor visit within 7 days. We will carry out an internal home condition survey at least once every 5 years to help us put together planned works like windows, kitchen and bathroom replacements.
We want you to enjoy living in your home.
We will play a pro-active role in helping to resolve anti-social behaviour. We will involve other agencies like the police and local authority where needed and take legal action where necessary.
You can contact us to report anti-social behaviour by either emailing housing@sohoha.org.uk or by emailing your housing officer directly.
It is very important that you also ring 999 for emergencies.
Your housing officer will inspect your block every month.
They will look at external appearance, cleanliness, communal areas, any communal repairs needed and health and safety checks.
We will let you know that we have visited and tell you if there is anything important to share.
If you want to attend one of the estate inspections, just let your housing officer know, who will invite you along to a future inspection.
As your landlord, we take your safety in your home very seriously.
To do that we will need access from time to check your home meets safety standards, this is also set out in your tenancy agreement.
We’ll give you lots of notice and reminders and can re-arrange appointments for a time that suits you.
We will also need access for health and safety related visits. These are usually carried out by one of our contractors.
It is important for you to pay your rent and service charge on time.
If you can’t, it is important that you speak to us as soon as possible, as we are here to support you.
Ring us on our main contact line or email address. We will acknowledge your email immediately and respond fully in 5 working days.
We will send out a quarterly rent statement so you can see your account balance regularly.
Soho wants to be a great landlord and contribute to your vibrant experience of living in a wonderful place like Soho.
That is why we are making these promised in our service standards.
To be a great landlord, we also have some expectations from you. You can help us by:
Reporting repairs, especially any issues you havewith damp and mould in your home.
Giving us or our contractors access to your home so that we can carry out any necessary checks.
When moving out, leaving your home empty and in good condition.
Sharing information with us if there is a change inyour circumstances.
Behaving in a way that does not negativelyimpact or is a nuisance to your neighbours.
Paying your rent and service charge on time.
Treating our Soho team with respect, and in line with our Unacceptable Behaviour policy.