What is a complaint?

Who can make a complaint?

  • Property applicants
  • Leaseholders
  • MPs and Councillors
  • Advocates of the complainant such as friends, relatives or other representatives (prior written consent from the complainant is required)
  • Residents of Group neighbourhoods/those who have been affected by Group activities and services in the locality
  • Clients/customers for some contracted services (some contracted services are not covered by this policy)

Making a complaint

  • Calling us
  • Visiting us in person
  • Emailing our complaints inbox
  • Writing to us at Chief Executive’s Department.  Cavendish 249, Cavendish Street,
    Ashton-under-Lyne OL6 7AT
  • Social media (send us a direct message on Facebook or Twitter)

Help in making a complaint

If you are struggling to make your complaint and require support to raise your complaint please contact us and ask for the Chief Executive’s Department. We will assess customer needs on the specific circumstances of each case in line with the Equality Act 2010.

Complaints time scales

Complaints process

Monitoring and delivery

Compensation policy

  • Customers have suffered financial loss, or suffered significant inconvenience as a result of service failure
  • Complies with statutory and regulatory obligations
  • It is an appropriate and proportionate response to a failure on our part.
  • Fair, when considering the specific circumstances of the case
  • Appropriate and proportionate to the severity of the service failure taking into account the impact of the action or behaviour of the customer as well as the landlord’s actions
  • Flexible, considering different remedy solutions.