We'd like to hear your views – let us know where there's room to improve or what we're doing well.
We know that sometimes we might make a mistake or could improve the way we do things. If you’ve got ideas or comments on how we can improve our services please tell us so we can make adjustments where possible. Just firstname.lastname@example.org or call us. Also, if you feel our staff have ‘gone the extra mile’ and helped to sort out an issue or problem, please tell us. We’ll pass on your thanks and use your feedback to improve how we do things. Just email email@example.com or call us.
Making a complaint
We hope we’ll deal with your concerns quickly and efficiently. But if you feel we haven’t properly dealt with your problem or request, you can find out more in our download information leaflets How to make a complaint and Complaints Procedure.
You can do this by phone, letter or by filling in our online form.
What happens next?
We have a formal process to make sure all complaints are treated fairly and are investigated by a senior manager and/or director of Soha.
Stage 1: your complaint will be recorded and acknowledged within three working days of receipt. A senior manager will investigate your complaint and you’ll get our response within ten working days.
Stage 2: if you’re not satisfied with our response you can ask to move your complaint to stage 2. You will be asked to present your case to a panel of three Soha board members. The panel will give you Soha's final response and the reasons for their decision within five working days of the hearing.
This is the final stage of Soha's complaints procedure.
Independent Tenants' Panel
Soha has a panel of tenants who will consider your complaint independently. The Tenants' Panel will not include tenants who are members of Soha's Board.
The Housing Ombudsman Service
The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with it.
If you’ve been right through our complaints procedure and you’re still not satisfied, you can refer your complaint to the Housing Ombudsman Service. This is an independent body appointed by the government to look at complaints about housing associations. Contact them for further information.
Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9GE
Phone: 0300 111 3000 (lines are open Monday to Friday from 9.15am to 5.15pm)
Fax: 020 7831 1942
The Ombudsman's Complaint Handling Code
The Ombudsman’s Complaint Handling Code promotes the progressive use of complaints, providing a high-level framework to support effective handling and prevention alongside learning and development. The aim of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Please take a look at how we comply with the code Compliance with the Complaint Handling Code.
Complaints Working Group
As mentioned in the compliance report, we have established a Complaints Working Group (comprising residents, a Board member, SMT and staff from across the organisation) who will adopt a ‘lessons learned’ approach to complaints. The remit for the group is to use the feedback, knowledge and intelligence from complaints to continuously improve our services and responses to residents, use the learning across the business, ensure the complaints process is robust and fit for purpose and provide a reporting mechanism back to the Board, SMT and Members’ Forum.
Customer suggestions scheme
If you have ideas for a new service we could develop, or how we could really improve what we’re already doing – please get in touch. All customer suggestions will be reviewed by a senior manager.
There are four simple ways to make a customer suggestion: