Our Complaints Procedure
Talk to us
Tell us why you're unhappy and what you want us to do. Very often this will sort the problem out on the spot without needing to fill in forms, or put your complaint in writing.
If you are still unhappy with our action or response, then we would welcome your feedback via a formal complaint.
Fill in our complaints form on-line.
If you are unable to complete an online form, we will be more than happy to go through this with you over the phone by calling 03000 123 123. You can also contact us to request a form by post.
We will acknowledge your complaint within five working days. One of our management team will investigate the problem and give you a full response within 10 working days or, if that's not possible, explain why there is a delay.
We will always try to speak to you before we write to you with the outcome of our investigation.
The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution we offer, you can take the complaint further.
If you have had a response, but are still unhappy, you can request for your complaint to be looked at by one of our senior leadership team.
They will review the case and respond to you in the same timescales (acknowledgment within five days, full response in 10).
Independent review
If you still aren’t satisfied following our two internal stages, you can ask to have your complaint reviewed independently of Manchester City Council Housing Services. This can be done by your local MP or a local Councillor.
Most cases are resolved within our process but if you are still not satisfied, you can contact the Housing Ombudsman and ask them to review your complaint. The Ombudsman will only do this after you have been through our internal process.
What you can expect from us
- Your complaint will be dealt with fairly and in confidence.
- We will apologise where there has been a service failure.
- We will learn from the mistakes we have made to improve our service and processes.
- Cascade regular information about our complaints performance and how lessons learned have helped us improve our service in response to complaints received.
Our Complaints and Compliments Policy
You can view our Complaints and Compliments Policy here:
Complaints and Compliments Policy 2022
We also encourage independent review of our complaints if you are still unhappy. You can do this via the Housing Ombudsman but you must have exhausted our internal complaints policy first.
You can find more about the Housing Ombudsman here:
We also carry out an annual review of our complaints process against the Housing Ombudsman Code. This is to ensure our complaint handling remains in line with the Ombudsman requirements, and that we're providing the best possible service for residents.
You can find our most recent self-assessment here:
