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Home > About us > How we work > Our service standards > Customer service standards

Customer service standards

We will aim to:

  • Respond to calls within five rings, giving you a named contact.
  • Acknowledge emails within 24 hours and respond to letters and emails fully within seven working (or ten calendar) days.
  • Visit you if needed, offer you an appointment or see you within 15 minutes at our offices if you call in with a query.
  • Welcome feedback on our services and investigate and respond to formal complaints within seven working (or ten calendar) days.
  • Visit all neighbourhoods and estates at least once a year, seeking your views when we are there.
  • Offer an ‘out of hours’ call service for emergencies and a freephone line at all times.
  • Provide a Tenancy Support Service for vulnerable people.
  • Treat all our customers equally well, but try to meet particular needs such as disability, visual impairment or language barriers.
  • Provide information in a range of ways to assist people with  different languages or those with visual impairment.
  • Involve residents in our business, sharing information on how we perform and by having places for tenants on our Board.

Contact Us


Soha Housing
Royal Scot House
99 Station Road
OX11 7NN


01235 515 900
0800 014 15 45

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