Oldham Suggestions, Comments and Complaints Guide

Feedback we receive from tenants has told us that most people prefer to resolve complaints quickly and informally and the best way to achieve this is to raise issues with your Local Housing Manager as soon as you experience a problem.

Your family and friends can also be a great source of advice and help. There are a number of independent organisations that can provide advice, such as your  local Citizens Advice Bureau and Age UK.

If you need any help in composing your complaint, do feel free to approach one of our employees. 

We try to deal with complaints, grievances and other matters as quickly as possible, but this often depends on how complicated the problem is. We will acknowledge receipt of your complaint within two working days of us receiving your correspondence or phone call.

A more detailed response will be sent to you within seven working days from receipt of your complaint  explaining what action is being taken or will be taken.

If more time is required to fully investigate your  complaint we will tell you when you can expect to receive a full response.

If your complaint is not resolved to your satisfaction you can ask for it to go to the next stage.

This means it will be referred to The Head of Service in
Oldham who will consider the matter and respond to you within 14 working days from the date they  receive it.

If the Head of Service is unable to resolve your  complaint to your satisfaction, you have the right to request that your complaint is investigated by the Housing Ombudsman.

Housing21 is always pleased to hear from people who
feel we have provided a good service. We would also like to hear from people if they are not happy with the
standard of service that we provide.

If your complaint relates to the social care you receive, you can take your complaint to the Care Quality Commission (cqc.org.uk).

There are several independent agencies that can offer help and advice. You can contact these at any time before or during the complaints process.

These include:

• Citizens Advice Bureau
• Housing advice from Shelter - Shelter England
• A solicitor
• Your local councillor
• Your Member of Parliament

Oldham Office
Hollinwood
Business Centre
Albert Street
Hollinwood
Oldham
OL8 3QL

Telephone: 0345 604 4447
Send an email to the Oldham Office

Housing 21 Head Office
Housing 21 
Floor 10
Tricorn House
51 - 53 Hagley Road
Birmingham
B16 8TP

Telephone: 0370 192 4000
Send an email to Housing 21

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

Telephone: 0300 111 3000
Send an email the Housing Ombudsman

Local Government and Social Care Ombudsman
(Adult Social Care)
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614

(The Local Government and Social Care Ombudsman considers complaints against social care providers.  The Ombudsman will generally only consider  complaints after the relevant care provider has exhausted their own complaints procedure.)