We're here to listen and put things right if you make a complaint. You can see all the steps in our complaints process in the poster.
You can download a copy of the poster here. You can also see a written version of all the steps below under the poster.
Stage One
You can make a complaint:
- By email: Southway.Complaints@southwayhousing.co.uk
- Using the website form
- In writing or in person. Here is the address for your complaint: 729 Princess Rd, Manchester M20 2LT.
Not sure who to contact? Visit our interim website and use our Postcode checker.
We’ll review your concerns and acknowledge them within 5 working days
Depending on the circumstances we’ll either:
We’ll review your concerns and acknowledge them within 5 working days
Depending on the circumstances we’ll either:
We’ll pass to the relevant team for action if it is a service request
We’ll investigate through our complaints process
At each stage we’ll investigate your complaint and explain our findings and
any action we’ll take to put things right.
In the first stage of our complaints process, we’ll aim to respond within 10 working days of acknowledging it.
If we need more time to investigate, we’ll tell you why and keep you updated.
We aim to respond to your complaint within 10 working days from acknowledging the complaint. If we can’t deal with your complaint in that time, we’ll write to you to explain the reasons why and when we’ll be able to respond.
If you're unhappy with our response to your complaint you can ask for a Stage 2 review by another manager.
We’ll aim to respond within 20 working days of acknowledging your request.
We hope we can resolve your complaint within our own complaints process. If you’re still unhappy after completing out complaints process you can ask the Housing Ombudsman to independently review your complaint. Find out more on our Complaints page.