Launching our new Service Standard

Soho Standard logo

This month, we were very excited to launch the Soho Standard at an Open Day at St Anne’s Hall on Dean Street. The new Standard defines the way we will deliver services to residents and ensure their needs are at the heart of what we do.

The standard aims to set out how Soho Housing will achieve our vision of ‘providing quality homes that people are proud to live in, in environments they want to be in and enjoy’. With four key elements – service experience, team attributes, developing and refurbishing properties, and living environment – the standard informs staff and service providers what is expected of them in their work with Soho Housing and their dealings with customers.  You can read the Soho Standard here.

The standard was developed last year following the appointment of our new Chief Executive Vivienne King in 2016 and Residential Operations Director, Charles Mtakati in 2017. It indicates the start of a journey which has already resulted in significant changes across Soho Housing improving the safety of the property portfolio and the accessibility of our housing teams on-site.   

Vivienne says: “We are committed to consistently delivering genuinely affordable housing in Central London but it’s not just what we do at Soho Housing that is important to us, it’s how we do it. We put our customers at the heart of our business and are delighted to launch the new Soho Standard so our staff and service providers are focused on delivering the highest levels of customer service and our customers can know what to expect from us at all times”.

We plan to make many more announcements over the year as we make changes to ensure that we meet the Soho Standard and keep improving the experience for residents.