Independent · not part of Soha Housing
Soha Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Soha Housing: the repairs phone numbers and emergency line, reporting a repair online, and how long Soha has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: soha.co.uk
Has Soha Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Soha’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Soha’s emergency line is here.
How to report
Reporting a repair to Soha Housing
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Soha misses its own target, complain. You may also be able to claim.
- Emailhousing@soha.co.uk – routine enquiries answered within three days; phone for emergencies
- WebchatWebchat on the Soha website (bottom right of the page)
- Damp and mould emaildamp@soha.co.uk – you can attach photos. Phone straight away if the damp or mould could be a hazard.
- TextHelp18002 01235 515900
Emergency repairs
When to call Soha straight away
Phone Soha straight away if anything puts someone in danger or leaves your home unsafe. Free to call. Answered at any time, day or night; outside office hours calls go to Soha’s out-of-hours team. The number is in Soha’s repair contacts.
- 01Gas or carbon monoxide leak
- 02Broken boiler
- 03No water at all
- 04Electrical danger, such as exposed wiring
- 05Flooding or a major water or sewage leak
- 06Damaged doors or windows that leave your home insecure
- 07Widespread damp or mould affecting your health, such as difficulty breathing
- 08Serious structural damage
What counts as an emergency, from soha.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Soha.
Timescales
How long Soha Housing has to fix it
Soha’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Soha’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursRespond and make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Responsive | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | For damp and mould, Soha will attend emergencies within 24 hours, visit within 14 working days of your report and send a report and action plan within 3 days of the visit. For serious hazards under Awaab’s Law, it investigates within 10 working days and starts any repairs within 5 days of the investigation ending. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from soha.co.uk and Soha’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Soha Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Soha for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Soha
This can get Soha to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Soha to put things right.
How to complain to SohaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Soha
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Soha
Acknowledged within 5 working days, with a reply within the next 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Soha to put things right.
Soha’s record
How Soha Housing performs on repairs
of Soha tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Soha in 2024/25 were maladministration.
Sources: Soha tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Soha Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Soha Housing repairs: questions
What is Soha Housing’s repairs number?
0800 014 1545 (Customer service (freephone)) or 01235 515900 (Customer service). Free to call. Answered at any time, day or night; outside office hours calls go to Soha’s out-of-hours team.
What is Soha Housing’s emergency or out of hours repairs number?
0800 014 1545 (Customer service (freephone)). Free to call. Answered at any time, day or night; outside office hours calls go to Soha’s out-of-hours team.
Can I report a repair to Soha Housing online?
Yes, at MySoha. Report a repair through the MySoha app or portal. You need to register with your tenancy number. Not monitored evenings and weekends, so phone for anything urgent.
How long does Soha Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (responsive). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Soha Housing tenants?
Since 27 October 2025, Soha must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Soha’s own damp and mould commitment: For damp and mould, Soha will attend emergencies within 24 hours, visit within 14 working days of your report and send a report and action plan within 3 days of the visit. For serious hazards under Awaab’s Law, it investigates within 10 working days and starts any repairs within 5 days of the investigation ending.
How do I complain about a repair to Soha Housing?
Complain to Soha first, online, by email (complaints@soha.co.uk) or by phone on 0800 014 1545. Acknowledged within 5 working days, with a reply within the next 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Soha Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Soha Housing for you. It’s free to check.
Start your claimIs Report Repair part of Soha Housing?
No. Report Repair is independent and not part of Soha Housing or any council or housing association. We show Soha’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Soha has to fix, by problem
Not Soha?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Somerset Council repairsCouncil
- South Cambridgeshire District Council repairsCouncil
- Southampton City Council repairsCouncil
- Southend-on-Sea City Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Soha Housing and still waiting?
About 2 minutes. No documents. Free to check.