Making a Complaint
Customer service is a key part of One Manchester's business and our aim is to provide excellent quality services for our customers at all times. However, we know we can’t deliver a perfect service every time and when this happens, we want to know about it.
We will do our best to resolve the issue quickly and efficiently and use complaints to improve the service we provide. You can see our complaints policy here.
The policy is based on a set of principles with the overarching aim of quickly identifying what if anything went wrong and prompt action to put it right. It is also based on the requirement set out in the Housing Ombudsman’s Complaint Handling Code which can be found here. The Code itself is available to download as a PDF here.
How to Make a Complaint
You must provide the following information when contacting us by your chosen method (telephone/in person/email etc.) to make a complaint:
Complaints can be sent to: Complaints Team, Lovell House, Archway 6, Hulme, Manchester, M15 5RN
or in the following ways:
If you aren’t happy with the service you’ve received our priority is to ‘put things right’ as quickly as possible. Our first step on receipt of your complaint is to find a quick and effective solution without the need for lengthy investigations. We will contact you within 48 hours of receiving your complaint to try and agree reasonable outcomes in reasonable timescales. If we can ‘put things right’ we will class the complaint as resolved. You can choose to have your complaint dealt with at the ‘Investigate It’ stage instead – leaving out this stage – the choice will be yours. You also have the right to contact the Housing Ombudsman Service for advice and assistance – www.housing-ombudsman.org.uk – at this early stage as well as at the Investigate It stage and 'Review It' stage.
If we are unable to put things right you can ask us to move your complaint to the next step, ‘Investigate It’, and this request will be acknowledged within two working days. This is a full investigation carried out by relevant managers and Heads of Service. We will contact you to discuss how we can resolve your complaint and give you the opportunity to comment on any adverse findings. We aim to give you a full response at this stage within 10 working days from receipt of your complaint. If we think it might take longer than this, we will explain why and send you a holding letter. Most complaints are sorted out at this stage but if you remain unhappy with our response and any proposed actions you can request a review.
For your complaint to be reviewed you must tell us, within one month of our ‘Investigate It’ response, which of the following is the reason for your request:
The initial review of your complaint will be handled by our Business Excellence team. Where an issue can be resolved without the need for a full review that is the approach we will take. If an issue cannot be resolved and we accept the reason for your request we will refer your complaint for a formal review to an Executive Director and contact you within five working days offering you a face to face/virtual meeting or a conference call with the Director or alternatively they can consider your written appeal. This is a further opportunity for you to set out your position. The ‘Review It’ stage response will be provided within 20 working days from the request to escalate. Again, you will be given the opportunity to comment on any adverse findings before a final decision is made.
If we decide not to accept the reason for your review request, we will write to you within seven working days with an explanation of our decision. In either event this will be the final response from One Manchester and the end of our internal complaints process.
If you still aren’t satisfied following our internal stages, you can ask to have your complaint reviewed independently of One Manchester. This can be done by your local MP or a local Councillor.
Most cases are resolved early on but if you are still not satisfied at the end of the process you can contact the Housing Ombudsman Service and ask them to investigate your complaint. The Ombudsman will only formally investigate your complaint after you have been through One Manchester’s internal process.
We are committed to providing excellent customer service and to ensuring that we better understand and meet the needs and requirements of our residents by facilitating fair and equal access to our services. To this end we will make reasonable adjustments if they will help you access the complaints process. There is no prescribed list of reasonable adjustments; the adjustment will depend on your needs. We will discuss your requirements with you and seek to reach agreement on what may be reasonable in the circumstances. Read our Reasonable Adjustment Statement.
When we receive your complaint, we will: