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

Housing service standards

Neighbourhoods service standards
We will:
  • Ensure your neighbourhood is a pleasant and safe place to live through regular visits.
  • Investigate Anti-Social Behaviour cases thoroughly and keep you informed weekly.
  • Respond to serious Anti-Social Behaviour and Domestic Abuse within one working day.
  • Develop an action plan with you to resolve issues where we can.
  • Review all starter tenancies within eight months, and offer membership with new assured tenancies.

Rental Income service standards
We will:
  • Offer you a range of ways to pay your rent by Direct Debit, on-line or over the phone.
  • Offer Direct Debits on a day of the month that suits you.
  • Enable you to check your balance, pay your rent and amend your details online.
  • Visit you at home to discuss your rent account and income maximisation.
  • Offer payment plans to help you pay arrears if in financial difficulty.
  • Assist you to manage your finances and access affordable financial products.

Lettings service standards
We will:
  • Offer a self-service lettings facility to allow you to apply for a home online.
  • Explain how we let homes and approve mutual exchanges, with the timescales involved.
  • Accompany you to all viewings and explain your rights and responsibilities.
  • Ensure your new home meets our Empty Property Standard (ask us for a copy of our Clean, Safe, Secure leaflet).
  • Explain any minor repairs required and how to report future repairs.
  • Provide you with information about your new home and Soha’s services.
  • Advise you on the cost of running your home, and ways to reduce costs

Independent Living service standards
We will:
  • Support you to live independently.
  • Undertake annual Independent Living Reviews with residents aged 70 and over.
  • Advise you about our choice of homes – Sheltered Housing, Extra Care Housing (ECH) and independent living flats and bungalows.
  • Help you access support services such as Occupational Therapists, social workers, or Soha’s own Tenancy Support Service as required.
  • Safeguard our vulnerable residents in partnership with relevant agencies.
  • Provide you with details of social and well-being events you can enjoy.

Contact Us


Soha Housing
Royal Scot House
99 Station Road
OX11 7NN


01235 515 900
0800 014 15 45

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