Our Complaints Process

We are committed to providing the best service we can and we always welcome customer feedback, both positive and negative to help us improve the services we deliver.

We have a complaints policy that explains how we handle complaints, which meets the requirements of the Housing Ombudsman’s Complaints Handling Code. We always aim to handle complaints fairly and treat them as a priority. Complaints can be made in a number of ways, including over the phone and online.

We completed an annual assessment against the Housing Ombudsman’s Complaints Handling code to ensure we are meeting their requirements. You can read our self-assessment by clicking here. The Housing Ombudsman Service is available free of charge to all tenants and provides advice and guidance. More information on the support they can provide can be found on their website or by phoning 0300 111 3000.

Both our Board and the Customer Review Group receive regular performance reports on complaints and customer satisfaction. The Customer Review Group work alongside us to address any issues raised and ensure lessons are learnt from all complaints.

Between March and July this year, we received 21 compliments and 8 complaints. We responded to 86% of complaints within target.

The complaints we received relate to the following services:

Service area	Number of compliant received
Antisocial Behaviour	2
New Works	1
Tenancy Support	1
Repairs	4

Overall, we upheld 86% of complaints and 2 were escalated to stage 2. Of these, only 1 was referred to the Housing Ombudsman. The Housing Ombudsman found no evidence of maladministration or identified any further actions required.

Here are some actions we have taken from your complaints:

- We have reviewed our tenancy support service including increasing the number in the team to ensure we help more people to sustain their tenancy.

- We have provided training to colleagues in our new works team to ensure tenants can report repairs whilst we are improving your home.

- We are developing our digital offer to ensure tenants can keep track of repair online, including being able to sign up for reminder notifications.

Do you know how to complain to us when something goes wrong? It’s really easy!

• Completing our online form
• Email us via housingenquiries@bury.gov.uk
• Call us on 0161 686 8000
• Text COMPLAINT to 07797 800730 and we will ring or text you back
• Send a private message via Facebook Messenger 
• Download our self-serve app on Apple or the Google Play Store and select "Make a Complaint."

For further information about complaints can be found here.

It doesn’t matter how big or small the issue is – if you don’t tell us, we won’t know about it. We are here to listen and do what we can to help.

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