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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

Pen

Soha Housing
Royal Scot House
99 Station Road
Didcot
Oxfordshire
OX11 7NN

Phone

01235 515 900
0800 014 15 45

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