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

Repairs service standards

Responsive Repairs Service Standards
We will:
  • Provide you with a variety of ways to report repairs.
  • Attend emergency repairs within 4 hours and offer you a choice of repair appointment slots for routine repairs.
  • Take into account your individual needs and treat you and your home with respect.
  • Ensure our contractors keep appointments and notify you of any delays or changes to repairs needed.
  • Aim to complete repairs quickly and in the fewest number of visits possible.
  • Check you are satisfied with the quality of repairs in our regular surveys.

Empty Homes Service Standards
Your new home will be:
  • Safe.
  • Secure.
  • Clean and tidy.
  • In reasonable condition.
  • Have all services in working order.

Estate Maintenance Service Standards
We will:
  • Consult tenants on the service standards, specifications and frequencies for grounds maintenance and cleaning of communal areas (including window cleaning) every three years.
  • Inform you of the service charges.
  • Keep internal and external communal areas clean and tidy fortnightly. 
  • Tell you when grounds maintenance and cleaning will be carried out.
  • Continually monitor our contractors’ performance and deal with any complaints within 10 days.
Planned Maintenance Service Standards
We will:
  • Consult with tenants before carrying out any planned work.
  • Offer you a choice of colour and design where possible.
  • Employ competent tradespeople to carry out the work.
  • Complete work as quickly as possible, with minimum disruption and at a time that’s convenient for you.
  • Carry out quality checks and tenant satisfaction surveys on completion of the work.
  • Replace components such as heating systems and windows & doors in accordance with agreed lifecycles

NB. Tenants are also sent project specific service standards prior to start of work as projects vary considerably from external painting to replacements roofing and new heating systems.

Contact Us


Soha Housing
Royal Scot House
99 Station Road
OX11 7NN


01235 515 900
0800 014 15 45

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