How long will my repair take?
When you report a repair, we give the repair a priority. This determines how quickly it will be done. Our contractor is given a target date by which they must complete the repair. The target date is measured from the day you report the repair to us. We measure the performance of our contractors on repairs that are completed by the target date. If your repair is not completed on time, you should phone Customer Services on 01235 515900 or email housing@soha.co.uk Click here to read more about Soha's Contractors.
Priorities
| Emergency |
2 hours |
We will respond in 2 hours if there is immediate danger to you or others |
| Priority 1 |
24 hours |
We will respond within 24 hours if the repair causes serious inconvenience to you or is causing serious damage to your home |
| Priority 2 |
1 week |
We will respond within 1 week if the repair causes you inconvenience or is causing damage to your home |
| Priority 3 |
4 weeks |
We will respond within 4 weeks if the repair is not causing an inconvenience to you and there is no danger to you or others |
Examples of repair priorites:
| Priority Category |
Response Time |
Repair Examples |
| Emergency |
2 hours |
No heating in winter for vulnerable and older people
Water leaking through ceiling
No electricity
Hot water running into cold system |
| Priority 1 |
24 hours |
Blocked toilet (if only 1 toilet)
Broken window
Partial electricity loss |
| Priority 2 |
1 week |
No hot water
No heating
Plug sockets not working |
| Priority 3 |
4 weeks |
Adjust sticking doors
Blocked Guttering
All other general repairs |