Southway Housing Trust
A not-for-profit landlord managing and improving over 5,900 homes in South Manchester
The complaints procedure
Our step-by-step procedure describes what we must do at each stage, and tells you when we will do it.
Talk to a member of staff
Talk to someone at the office you dealt with originally. Tell us why you're unhappy and what you want us to do. Very often this will sort the problem out on the spot, without needing to fill in forms or to put your complaint in writing. But if you are not happy with the response . . .
Fill in a complaints form
Make a complaint online, or contact us for a paper form. We’ll let you know that we’ve got your complaint within three working days. We’ll investigate the problem and give you a full response within 15 working days of receiving your form - or, if that's not possible, explain why it will take longer (although this rarely happens).
The vast majority of complaints are sorted out by this stage, but if you are not happy with the solution, you can take the complaint further . . .
Taking the complaint further
You can take the complaint to more senior staff who will review the case – right up to the chief executive (the most senior member of staff).
Outside Southway
The vast majority of cases are sorted out at a very early stage – but if you are still not happy with our response at the end of the process you can take your case to the 'Housing Ombudsman' service.
In rare cases where you want to take the case to the higher stages we will explain exactly what you need to do.
We may give you an apology at any stage. If we agree that you have lost money because of the way we handled your case, we will compensate you.
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