Compliments, Complaints, Comments and Suggestions
We want to provide you with an excellent service. Although we try to do this, sometimes things can go wrong. When this happens it is important that you let us know so that we can put things right for you and for everyone else who uses our services.
If you want to make a comment, suggestion, complaint or give us a compliment, please let us know. You can use one of the following online forms to tell us about it:
Online Compliments Form
For any compliments you may wish to give us when you feel we deserve one
Online Comments/Suggestions Form
For any comments or suggestions you would like to make or for general information requests
Online Report a Problem Form
For problems with our services e.g. anti social behaviour, repairs, rents.
Online Complaints Form
If you are unhappy with the service we have provided to you.
Or you can see our contact us page for other ways to get in touch.
Our Making a Difference Leaflet (pdf) covers our compliments, complaints, comments and suggestions procedure in more detail.
The Complaints Process
We will aim to resolve any problems or complaints as they arise and learn from them as an organisation. Please talk to one of our friendly Customer Service Advisors who will try to resolve the issue for you.
Stage 1
If you are unable to resolve your complaint informally, you can lodge a formal complaint.
We will aim to sort out complaints effectively and within the target time highlighted below:
- We will acknowledge all formal complaints in writing within 5 working days, explaining what is happening and who is dealing with the complaint.
- We will provide a detailed response within 10 working days letting you know the outcome which is within the 20 days identified in Bury Council's Complaints procedure Framework
- If it is going to take us longer we will let you know when we will be able to respond.
Stage 2
If after you have received a response to your initial complaint, and you don't feel that the matter has been resolved, or your complaint fully addressed, you have the option to take your complaint a stage further. You can do this by:
- Writing to: Susan Jordan, Chief Executive, Six Town Housing, Point Blue, Moor St. Bury BL9 5AQ
- Telephoning us: 0161 686 8000
- Visiting us at Point Blue, Moor St, Bury BL9 5AQ
- Emailing us: enquiries@sixtownhousing.org
The Chief Executive will review the details of your complaint and will respond within ten working days.
Stage 3
If you are still not satisfied with the action we have taken, you have the right to complain to the Independent Housing Ombudsman. This is an independent person appointed by the Government to look into incidents of bad practice.(see below)
The Local Government Ombudsman service
If you are dissatisfied with the way in which we have dealt with a complaint you have made to us, the Local Government Ombudsman carries out independent investigations into complaints about most Council matters. The Ombudsman will only consider a complaint after we have had an opportunity to deal with it first.
For further information about this service see the Local Government Ombudsman Service website at www.lgo.org.uk
The Local Government Ombudsman in a number of ways:
- By telephone: 0845 6021983 or 024 7682 1960
- By email: Advice@lgo.org.uk
- By text: text 'callback' to 07624 804323
- In writing to: LGO, PO Box 4771, Coventry CV4 0EH
Your local Citizens' Advice Bureau will also be able to give you more information about this.