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Home > About us > How we work > Our policies
Our policies

Our policies

The purpose of Soha’s policies are:

  • To set out how we do something and clearly show what we will do
  • To give the Board oversight and assurance on key issues, involving tenants in the decision making
  • To give staff a clear steer on the Board’s expectations
  • To give tenants a clear and accessible outline of how we do things.
  • To meet legal and regulatory requirements
  • To treat people fairly taking into account individual circumstances

We regularly review them with our residents to make sure they’re effective and relevant. We also take residents’ feedback, comments and complaints into account whenever we create or renew policies.

Equality and diversity (SP01) – we strive to promote equality and embrace diversity across our business. This policy sets out our approach.

Board members and shareholders (SP02) – describes how our Board recruits and appoints members of our Board (including the chair), committee and shareholding members.

Lettings (SP03) – sets out our approach to letting properties. It should be read alongside our tenant policy (SP32).

Rental income (SP04) – outlines how we manage tenants’ rent payments.

Repairs and maintenance (SP05) – we know how important it is to keep our homes in good order. Our repairs and maintenance policy guides us when performing day-to-day repairs, as well as larger projects – like kitchen or bathroom upgrades.

Data protection (SP06) - Soha’s Data Protection policy sets out our approach to the protection and retention of personal data, in accordance with the Data Protection Act, 1998 (DPA). Additionally, it outlines the steps individuals can take to access their personal information.

Complaints (SP07) – one of the important ways we learn from our customers about how we can improve our services. This policy outlines how we deal with, and learn from complaints we receive.

Income recovery (SP08) – sets out our approach to recovering debts.

Gifts, hospitality and register of interests (SP09) – describes our approach to preventing and dealing with conflicts of interest and bribery.

Compensation (SP11) – outlines the circumstances where we’ll make a payment or gift in situations where our service may have fallen short, and we need to make things right.

Service charges (SP12) – where we collect service charges we’re guided by our service charges policy.

Confidential reportings (SP15) – outlines what happens when people need to tell us sensitive and serious information about our organisation, or members of our organisation, in confidence.

Anti bribery and anti fraud (SP16) – Soha’s strategy to avoid and deal with fraud, including bribery. 

Empty properties (SP17) – describes what happens when a Soha property becomes vacant, including cleaning, repair or renovation work, and re-letting.

Aids and adaptations (SP18) – sets out how we make reasonable adjustments so disabled customers can live more comfortably in their homes.

Safeguarding (SP19) – describes the steps we take to protect children and vulnerable adults from physical, emotional, sexual, and financial abuse and neglect.

Estates and communal areas (SP20)  outlines how Soha designs, maintains, cleans, manages and improves neighbourhoods and communal areas in most of our rented properties.

Anti-social behaviour (SP21) – explains our approach to preventing and handling complaints about ASB and hate-related behaviour and crimes.

Asbestos (SP22) – sets out how we manage risk arising from the presence of asbestos.

Gas safety (SP23) – guides all activities connected to the servicing and maintaining of gas appliances owned by Soha.

Domestic abuse (SP24) – our approach to preventing and tackling domestic abuse and violence.

Environmental (SP26) – outlines how we consider environmental issues including issues of efficiency and conservation, as well as the materials we use, the waste we produce, and how our actions have an impact on the environment.

Landbanking (SP28) – describes what, how and when we can purchase land as an investment, for future use, and what happens when such purchases are made.

Shared ownership (SP29) – sets out our approach to selling, buy-part, rent-part homes.

Health and safety (SP30) – how we comply with health and safety legislation, and how we identify and minimise risks to our employees, residents, contractors, visitors, our property and the environment.

Fire safety (SP31) – we take a proactive approach to fire safety. This policy outlines how we take steps to prevent injury or damage due to fire.

Tenancy (SP32) – describes how we offer new tenancies, and how we support and help residents to keep their tenancy agreements.

Treasury (SP34) – describes how we manage and minimise risk to Soha’s financial assets.

Social media (SP35)  Soha has a number of social media accounts to communicate with residents and the wider public. This policy sets out how we use these accounts, and how employees may use their accounts and keep safe online.

Rent setting (SP36) – how Soha set rents in our social and affordable rented properties, as well as how and when these rates might change.

Contact Us


Soha Housing
Royal Scot House
99 Station Road
OX11 7NN


01235 515 900
0800 014 15 45

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