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.
We are required to carry out a self-assessment against the Code and publish it before the 31 December each year. Our most recent Board approved self-assessment can be found 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
As part of our commitment to service improvement, we monitor the complaints we have received and our performance in responding to those complaints. We also review why customers are complaining and make changes to reduce the chances of making the same mistakes again. You can view our complaints performance here.
How to Send a Compliment
If you have received particularly good customer service from a member of the One Manchester team, we'd love to hear about it. You can send a compliment in the following ways:
Stage 1 ‘Put It Right’ aims to quickly resolve straightforward complaints that require little or no investigation. The main principle is to seek quick resolution, putting things right at the earliest opportunity. This may involve a Customer Services Adviser resolving the issue or immediately transferring you to a colleague to deal directly with your complaint. In either case your complaint can be settled appropriately without further detailed investigation. Your complaint will be logged as a stage 1 complaint and a formal stage 1 written (letter/email) response will be sent but no further investigation will be undertaken. The response should be sent within two working days.
If your complaint is more complex and requires further investigation it will be forwarded to our Complaints Team to log and acknowledge within two working days. The complaint will be allocated to an appropriate manager or director to conduct a full investigation as a stage 1 ‘Investigate It’ complaint. This investigation should include contact with you (e.g. by telephone/email or face to face) as a matter of course. This includes providing you with an opportunity to comment on any adverse findings before a final decision is made. A full written formal stage 1 response will be provided within 10 working days from receipt of the complaint.
For your complaint to move to stage 2 you must tell us, within one month of our stage 1 response, which of the following is the reason for your request:
Your request to move to stage 2 will initially be considered by our Complaints Team. If an issue can be resolved without the need for a stage 2 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 a director or member of the Executive Leadership Team and contact you within five working days offering you a face to face/virtual meeting or a conference call with them or alternatively they can consider your written appeal. This is a further opportunity for you to set out your position. The stage 2 response will be provided within 20 working days from your stage 2 request. 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 stage 2 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. However, you are able to contact the Housing Ombudsman Service at any stage of your complaint for advice. Go to the Housing Ombudsman website for advice.
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: