Making a compliment, complaint or suggestion

We want to provide you with an excellent service, but sometimes we get things wrong. When this happens it is important you let us know so that we can put things right. This is often enough to get the problem sorted out quickly and fairly. Please talk to a member of our team to see if they can sort out your complaint.

If you have already done this and are still unhappy, you can make a formal complaint. Our complaints procedure will help you do this and will help us put things right.

You can complain if you are unhappy with the service we provide, believe we have failed to do something we should have or feel that you have been treated badly. Making a complaint will not affect your right to be treated fairly or receive a good service from us.

If you want to make a complaint, please click here and fill in the form. You can also download our complaints leaflet by clicking here.

Complaints procedure

We will aim to resolve complaints as they arise and want to learn from the mistakes we make. Our complaints procedure is a clear step-by-step process that sets out what we must do by when.

Stage 1

If you are unable to resolve your complaint informally, you can lodge a formal complaint. We aim to sort out your complaint quickly:

We will acknowledge your complaint in writing within 5 working days, explaining what is happening and who will deal with it; and

We will provide a detailed response within 10 working days letting you know the outcome. 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 still don't feel that the matter has been resolved, you have the option to take your complaint a stage further. You can do this by:

Writing to our Chief Executive at 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.

The Ombudsman will only consider a complaint after we have had an opportunity to deal with it first.

For further information about the Local Government Ombudsman Service click here.

You can contact 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

The Citizens' Advice Bureau will also be able to give you more information about this.