Soha aims to provide a first-class housing service. However, we realise that there may be times when you feel that our service has failed and you may want to make a complaint. We take all complaints very seriously and aim to deal with them quickly, thoroughly and fairly.
Informal procedure
In the first instance, talk or write to your point of contact at Soha about your problem and ask him or her to try to sort it out for you.
If you are not satisfied with the outcome of this, you can make a formal complaint by contacting the Complaints Co-ordinator.
What to do if you want to complain
Our complaints procedure is simple to follow and designed to make sure that we thoroughly investigate complaints. We will try to put right anything that has gone wrong.
Formal complaints procedure
You can make a formal complaint by phone, letter or by filling in the online form. You can also download the form, print it off and post it to us.
Stage 1
Your complaint will be recorded and acknowledged within 3 working days. A manager will investigate your complaint and you will receive a response within 10 working days.
Stage 2
If you are not satisfied with our reply, you can ask to move your complaint to Stage 2. A director will investigate and you will receive a response within 10 working days.
At this point, we can refer your case to an independent mediation service if you want.
Stage 3
Still not satisfied? You can ask for your complaint to go to Stage 3. You will be invited to present your case to a panel of 3 Board Members. The panel will provide Soha's final response and the reasons for it's decisions within 10 working days of the hearing. This is the last stage of Soha's complaints procedure.
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The Housing Association Ombudsman
If you have taken your complaint through every stage and you are still not satisfied, you can refer the matter to the Housing Ombudsman Service, an independent person appointed by the government. The address to write to is:
The Housing Ombudsman Service
Norman House
105-109 The Strand
London
WC2R 0AA.
Phone: 020 7836 3630
email: ombudsman@ihos.org.uk
website: www.ihos.org.uk