From 1 February 2024, Bury Council is responsible for managing and maintaining all council homes previously supported by Six Town Housing.
Please use this website and other contact points as usual. Further information is also available on the council’s website.
Find out more here: Six Town Housing Update
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:
Number of compliant received
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.
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.Back to news