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Your Services > Compliments, Comments and Complaints
Compliments, Comments
and Complaints
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:
- Use the
Online Form
- Write 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. 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:
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 RBH 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 Housing Ombudsman to investigate.
You should give us the opportunity to investigate, respond to your
complaint and complete an appeal before contacting the Housing
Ombudsman Service.
Write to:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Telephone: 0300 111 3000
Visit the 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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