Make A Complaint

Photo of member of staff on the phone Compliments, Comments and Complaints

Complaints

What can I complain about
Who can complain?
How to make a complaint
Online Form
What will happen to your complaint?
What to do if you are unhappy with our response
What happens afterwards

Compliments and Comments

We welcome compliments or comments about our services.

They give us the opportunity to identify what works well and where we need to make changes. This helps us to make sure that we are delivering the right services in the right way for you.

How to send us your compliments and comments

Write to us, either using the Online Form or send a letter to: Customer Feedback Co-ordinator, Rochdale Boroughwide Housing, PO Box 69, The Old Post Office, The Esplanade, Rochdale. OL16 1AE
Email us
Telephone your housing officer / rehousing officer or our Customer Feedback line 0845 123 5628
Call in at an RBH office or Council Customer Service Centre. Staff at these offices can help you fill in the form and can contact translation services if needed.

Complaints

Please tell us if something is wrong or is causing you problems so that we can take steps to put it right. Please remember, making a complaint will not affect your right to fair treatment and a good service from us.

What can I complain about?

A complaint is where you are dissatisfied with any aspect of our service:

You are unhappy with what we do or the way we do it.
You consider we have not done something that we should have.
Your needs are not being met due to the lack of a particular service.
You are not satisfied with the quality of the service you receive.
You are unhappy with the way you have been treated.

We will only refuse to deal with a complaint if it is pursued unreasonably.

Please do not send in a complaint if:

You are asking for a service from us (for example if you want to report a repair)
You want information about any part of our service.
You have a problem with your neighbour or another resident living on your estate.
You want to appeal against a decision about your application for housing.

For these enquiries follow the links above, contact your housing officer/rehousing officer or call:

Repairs Call Centre – 0845 076 3636
Main telephone number 0845 070 5170

Who can complain?

People who have applied to us for a home to rent.
Existing or former Council tenants or leaseholders.
Any other person or organisation who is affected by our services.

If you want to ask someone else (for instance a friend or family member) to complain on your behalf, we are happy to deal with them. If a complaint is about a sensitive or confidential matter we may ask for proof that they have your permission to act on your behalf.

How to make a complaint

The simplest way to sort out a problem is to discuss it with the staff concerned, either face to face or on the phone. Many problems can be quickly resolved this way.

If your complaint is not resolved to your satisfaction or you do not want to raise the issue with them, you can send us your complaint in in any of the ways set out under ‘How to send us your compliments and comments’.

What will happen to your complaint?

All complaints are dealt with in confidence, fairly and as quickly as possible.

Within 3 working days we will acknowledge your complaint, give you a reference number and tell you the name of the manager dealing with your complaint.
The manager will investigate your complaint and they may need to speak to you. If you need help or support you can ask for someone to be present, for example a friend or family member.
We aim to complete the investigation and send you a response within 10 working days. If we need more time, we will contact you to explain why there is a delay and when you can expect a response.
Where we have done something wrong, we will apologise, explain what happened and tell you what we will do to put things right and make sure that it doesn’t happen again to you or anyone else.

What to do if you are unhappy with our response

You can appeal and your complaint will be looked into again by an independent Director i.e. one who does not manage the service you complained about.

You should appeal within 28 days of receiving your response and explain the reason(s) you are not satisfied.

Write to: Customer Feedback Co-ordinator, Rochdale Boroughwide Housing, PO Box 69, The Old Post Office, The Esplanade, Rochdale OL16 1AE

Telephone: 0845 123 5628

We will acknowledge, investigate and respond to your appeal using the same timescales and process as your initial complaint.

The decision of the Director is final. If you are still unhappy with the result of your complaint or the way we have dealt with it, you can ask the Locval Government Ombudsman to investigate. You should give us the opportunity to investigate, respond to your complaint and complete an appeal before contacting the Ombudsman.

Write to: The Local Government Ombudsman Advice Team, PO Box 4771, Coventry CV4 0EH

Telephone: Local Government Ombudsman Advice Team on 0300 061 0614 or 0845 602 1983.

Visit the Local Government Ombudsman website for more information about their services

What happens afterwards

Within 28 days of your response we will send you a questionnaire asking if you are happy with the way your complaint has been handled. Please fill it in so that we can find out how we can improve our service.

We will publish information to tenants in our newsletter and on this website. This will show how we have performed in dealing with complaints, the types of complaints we have received and how we have used the feedback to improve our services. Your personal details will not be published.

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Home Information and Services Become a Tenant Current Tenants - Online Services for Tenants - About our Services Leaseholders * * *		Compliments, Comments and Complaints Compliments and Comments Complaints What can I complain about Who can complain? How to make a complaint Online Form What will happen to your complaint? What to do if you are unhappy with our response What happens afterwards Compliments and Comments We welcome compliments or comments about our services. They give us the opportunity to identify what works well and where we need to make changes. This helps us to make sure that we are delivering the right services in the right way for you. How to send us your compliments and comments Write to us, either using the Online Form or send a letter to: Customer Feedback Co-ordinator, Rochdale Boroughwide Housing, PO Box 69, The Old Post Office, The Esplanade, Rochdale. OL16 1AE Email us Telephone your housing officer / rehousing officer or our Customer Feedback line 0845 123 5628 Call in at an RBH office or Council Customer Service Centre. Staff at these offices can help you fill in the form and can contact translation services if needed. Complaints Please tell us if something is wrong or is causing you problems so that we can take steps to put it right. Please remember, making a complaint will not affect your right to fair treatment and a good service from us. What can I complain about? A complaint is where you are dissatisfied with any aspect of our service: You are unhappy with what we do or the way we do it. You consider we have not done something that we should have. Your needs are not being met due to the lack of a particular service. You are not satisfied with the quality of the service you receive. You are unhappy with the way you have been treated. We will only refuse to deal with a complaint if it is pursued unreasonably. Please do not send in a complaint if: You are asking for a service from us (for example if you want to report a repair) You want information about any part of our service. You have a problem with your neighbour or another resident living on your estate. You want to appeal against a decision about your application for housing. For these enquiries follow the links above, contact your housing officer/rehousing officer or call: Repairs Call Centre – 0845 076 3636 Main telephone number 0845 070 5170 Who can complain? People who have applied to us for a home to rent. Existing or former Council tenants or leaseholders. Any other person or organisation who is affected by our services. If you want to ask someone else (for instance a friend or family member) to complain on your behalf, we are happy to deal with them. If a complaint is about a sensitive or confidential matter we may ask for proof that they have your permission to act on your behalf. How to make a complaint The simplest way to sort out a problem is to discuss it with the staff concerned, either face to face or on the phone. Many problems can be quickly resolved this way. If your complaint is not resolved to your satisfaction or you do not want to raise the issue with them, you can send us your complaint in in any of the ways set out under ‘How to send us your compliments and comments’. What will happen to your complaint? All complaints are dealt with in confidence, fairly and as quickly as possible. Within 3 working days we will acknowledge your complaint, give you a reference number and tell you the name of the manager dealing with your complaint. The manager will investigate your complaint and they may need to speak to you. If you need help or support you can ask for someone to be present, for example a friend or family member. We aim to complete the investigation and send you a response within 10 working days. If we need more time, we will contact you to explain why there is a delay and when you can expect a response. Where we have done something wrong, we will apologise, explain what happened and tell you what we will do to put things right and make sure that it doesn’t happen again to you or anyone else. What to do if you are unhappy with our response You can appeal and your complaint will be looked into again by an independent Director i.e. one who does not manage the service you complained about. You should appeal within 28 days of receiving your response and explain the reason(s) you are not satisfied. Write to: Customer Feedback Co-ordinator, Rochdale Boroughwide Housing, PO Box 69, The Old Post Office, The Esplanade, Rochdale OL16 1AE Telephone: 0845 123 5628 Email We will acknowledge, investigate and respond to your appeal using the same timescales and process as your initial complaint. The decision of the Director is final. If you are still unhappy with the result of your complaint or the way we have dealt with it, you can ask the Locval Government Ombudsman to investigate. You should give us the opportunity to investigate, respond to your complaint and complete an appeal before contacting the Ombudsman. Write to: The Local Government Ombudsman Advice Team, PO Box 4771, Coventry CV4 0EH Telephone: Local Government Ombudsman Advice Team on 0300 061 0614 or 0845 602 1983. Visit the Local Government Ombudsman website for more information about their services What happens afterwards Within 28 days of your response we will send you a questionnaire asking if you are happy with the way your complaint has been handled. Please fill it in so that we can find out how we can improve our service. We will publish information to tenants in our newsletter and on this website. This will show how we have performed in dealing with complaints, the types of complaints we have received and how we have used the feedback to improve our services. Your personal details will not be published.