If you are unhappy with the service you have received and we have not been able to resolve the issue, we want to know. You can tell us the details of your complaint using the online Customer Feedback Form below or you can call 0161 474 2600.

We have two stages for investigating your complaint.

Stage 1          
Dealt with by the relevant Officer or Manager.

Stage 2     
If you are unhappy with the result and can present additional information which may change the outcome, you can ask for your complaint to be heard by an Appeal Panel. This is a Head of Service and two independent trained customers. You can also choose for only a Head of Service to hear your complaint.  

You can find out more about how we deal with complaints in the Customer Feedback Policy. The Unacceptable Behaviour Policy tells you what behaviours we do not accept from customers.

Download the Customer Feedback Policy (docx 90KB) 

Download the Unacceptable Behaviour Policy (docx 95KB)

If you are still unhappy once we have reviewed your complaint, you can have your complaint heard by a ‘designated person’ as defined by law. This can be an elected representative, such as a local MP or Councillor, or a registered group of independent tenants. If you would like to approach the local Independent Tenant Panel, please contact the Customer Feedback Officer by telephone on 0161 474 2600 or email feedback@stockporthomes.org

You can complain to the Independent Housing Ombudsman at any time. However, if you have not made a complaint with us, they will usually send your complaint to us first.

For more information, please visit the Independent Housing Ombudsman website (housing-ombudsman.org.uk)

Contact details for the Independent Housing Ombudsman:
Housing Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk