Help us make things right

We value your feedback, and that includes hearing about anything that isn't quite right. Of course, we want to only ever be delivering great services - but sometimes things don't go as planned. If you're unhappy with any part of our service, please tell us so we can help make things right.

When you make a complaint, we take it very seriously, following a clear Complaints Policy and meeting agreed standards. We work directly with you to address your concerns and find a solution. Your feedback is also a learning opportunity that can help us improve our services and processes, helping us make things better for everyone.

This page gives more details on making a complaint and what to expect during the process: Complaints

Making a complaint

We've made it simple for anyone to make a complaint. Here are the ways you can get in touch:

• Make an online complaint: Fill out the form
• Give us a call: Reach out to our friendly team at 0330 355 1000
• Send an email: Let us know what's going on at complaints@onemanchester.co.uk
• Write to us: You can send a letter to Complaints Team, Lovell House, Archway 6, Hulme, Manchester, M15 5RN

Involving the Housing Ombudsman

One Manchester, like all housing associations, follows the Housing Ombudsman scheme. They set the guidelines and standards for how complaints should be handled. The Ombudsman can:

• Review your case and make a judgment.
• Offer advice and support to both you and One Manchester.

You can contact the Housing Ombudsman at any stage, even before you make a formal complaint. Here's how to reach them:

• Email: info@housing-ombudsman.org.uk
• Phone: 0300 111 3000 
• Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ