We really do want to hear your views – good or bad.
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 firstname.lastname@example.org or call us.
We know too that sometimes we make mistakes and sometimes we just get it wrong. So if you’re unhappy with our service please tell us so we can put it right. 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 might want to make a formal complaint.
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
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
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: