Complaints procedure

Do you have anything to say?

We welcome ALL comments, Compliments and Complaints
- No matter how small
- No matter who from (e.g. residents, applicants, visitors)

Our systems are

  • Confidential
  • Simple
  • Fair
  • Speedy
  • Effective
  • Informative

Remember we want to:

  • Encourage feedback
  • Listen to you
  • Keep you up to date
  • Improve our services
  • act on your suggestions

How to express your views

You can write to us or telephone using the address on the right hand section of the page;
You can use our complaints form on the website by clicking here
Or you can call in at the office

We are committed to providing the best possible service to our community, you may wish to visit our service section to read our services charter


Our Response

  • Our Chief Executive will acknowledge your complaint/comment in writing within 5 working days
  • We will inform you who is dealing with your comment/complaint and of the progress being made
  • We aim to make a full response to your complaint within 15 working days of the acknowledgement
  • If you are not satisfied with our response you may have a personal meeting with a panel of our governing body within 15 working days
  • All complaints/comments will be dealt with confidentially
  • we will provide support, including contact details of other agencies such as Citizens' Advice Bureau and the Independent Housing Ombudsman Service
  • Sometimes we can pay compensation for loss - we will let you know if this applies to you.
  • Putting things right

    What you can expect from us:-

  • An apology
  • A written explanation
  • Our best efforts to ensure that the same thing will not happen again (and we will monitor this)
  • Action taken or proposed to put things right

  • Every effort will be made to sort out concerns satisfactorily

    Still not satisfied?

    Other contacts:
    Citizens Advice Bureau
    20 Swan St, Manchester M4 5JW
    Tel: 0870 126 4626
    www.citizensadvice.org.uk

    Housing Ombudsman Service
    Norman House, 105-109 Strand, London, WC2R 0AA
    Tel: 0207 836 3630

    www.ihos.org.uk

    The Housing Corporation
    149 Totenham Court Road, London, W1P 0BN
    Tel: 0845 230 7000
    www.housingcorp.gov.uk

    Home    | About us    | Services    | Residents     | News    | Locations    | Links    | Contact