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

Housing service standards

Neighbourhoods service standards

We will:

  • Respond to serious ASB and Domestic Abuse within one working day.
  • Respond to all other ASB reports within two working days.
  • Investigate cases thoroughly and keep you informed weekly.
  • Develop an action plan with you and resolve matters to your satisfaction where we can.
  • Visit all starter tenants within eight months.
  • Inspect all Soha estates and neighbourhoods at least once a year.

Rental Income service standards

We will:

  • Offer you a range of ways to pay your rent on line or in person.
  • Contact you in the first month in your new home to check all is well.
  • Visit you at home if you are unable to visit our offices to discuss your rent account.
  • Help you avoid eviction through establishing payment plans.
  • Advise you on benefits and options open to you if affected by welfare reform.
  • Support you to control your finances and access affordable financial products.

Lettings service standards

We will:

  • Explain to you how we make lettings and mutual exchanges and 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 a welcome pack and the name of your housing officer.
  • Undertake an affordability health check, help you set up a Direct Debit, and give advice on home bills.

Independent Living service standards

We will:

  • Support you to live independently.
  • Advise you about housing choices on offer – e.g. Sheltered housing, Extra Care Housing (ECH) and independent flats and bungalows.
  • Help you access support services such as Occupational Therapists, social workers, or our own Tenancy Support Service, as needed.
  • Explain the Handypersons scheme for older people.
  • In partnership with the Seniors’ Group, deliver social and well-being events that you can join.
  • Undertake Independent Living Reviews with residents aged over 70 annually. 

Contact Us


Soha Housing
Royal Scot House
99 Station Road
OX11 7NN


01235 515 900
0800 014 15 45

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