We want to deliver excellent customer service and learn from customer feedback. We value complaints as an opportunity to put things right when they go wrong and to learn from customer feedback to improve services. We also value compliments to help us understand what is working well and acknowledge the efforts of staff who provide a good service.
You can make a compliment or register a complaint by:
Telephone the Customer Service Hub
0345 305 5335
Head Office, Astra House, Spinners Lane, Poynton, Cheshire, SK12 1GA
Reception at Astra House, with your Neighbourhood Housing Officer or your Independent Living Coordinator (ILC)
Supporting you with your compliment or complaint
We offer an advocacy services for customers wanting to make a compliment or complaint and wanting additional support.
Who can give a compliment or make a complaint
Anyone receiving, seeking or affected by a service we provide may make a complaint under the Complaints and Compliments Policy
Where an advocate makes a complaint on behalf of another person we will normally confirm that the person agrees to the advocate acting on their behalf.
We will keep the complainant informed throughout the process and offer the opportunity for them to be involved in any discussions or exchange of information.
We aim to resolve these matters within 15 working days after you have given us:
- Full details of what has gone wrong
- Explained how you’d like us to resolve it
If we are unable to resolve the complaint to your satisfaction you can ask us to investigate further. A manager will investigate your complaint and our initial response. We aim to complete investigations and provide a response within 15 working days.
If we are unable to resolve the issue to your satisfaction you can ask us for a review of your complaint.
A Director or Senior Manager will review your reasons for wishing to escalate the complaint to this stage and the action taken so far. If a decision is taken not to review your case you will be informed within 5 working days of the reasons why and our internal complaints process will be considered closed.
Reviews will be undertaken by a panel comprising of a Board member, resident representative and Director/Senior Manager.
The panel will aim to provide a response within 28 working days of receiving your request for a review.
Housing Ombudsman and other bodies
You can involve a Member of Parliament or Councillor at any time during your complaint.
Once you have completed our complaints procedure, you have two options: You can ask for a ‘designated person’ to review your case. In law, a designated person may be:
- A Member of Parliament (MP)
- A local Councillor
- A tenant panel recognised by the Housing Ombudsman Service (HOS)Alternatively, you can wait eight weeks after you have completed the internal complaint process and ask the Housing Ombudsman Service (HOS) to review the complaint.
Alternatively, you can wait eight weeks after you have completed the internal complaint process and ask the Housing Ombudsman Service (HOS) to review the complaint. The contact details are as follows;
Housing Ombudsman Service
Harbour Exchange Square
Telephone : 0300 111 3000
Lines are open Monday to Friday from 9:15 to 17:15 (except public holidays)
Calls are recorded for training and monitoring purposes
Fax : 020 7831 1942
Email : firstname.lastname@example.org