We are committed to providing you with a high-quality service. Your feedback helps us to better understand how we are performing where we can improve across the organisation. If you are unhappy with the service you have received from us, we want to know.
What is a complaint?
A complaint is:
“An expression of dissatisfaction about a service provided by Stockport Homes in the last six months, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”.
The Housing Ombudsman
If you are not satisfied with the response to your complaint from Stockport Homes, the Housing Ombudsman service can help you. Usually, before the Housing Ombudsman will investigate your complaint, they expect that you have fully used Stockport Homes’ complaints process. However, the Housing Ombudsman may be able to help you if you are having a problem complaining to your landlord or assist you with working with the landlord to find a resolution. Visit the Housing Ombudsman website to find out more about the service they provide or read the leaflet for residents.
Stockport Homes – Stages of a complaint
Stockport Homes uses a two-stage process for dealing with complaints. There are some circumstances in which Stockport Homes will not accept a complaint and these are outlined in the Stockport Homes Complaints Policy.
Most complaints will start at Stage 1. At this stage we will
- Clarify with you exactly what your complaint is.
- Ask you what remedy you are seeking
- Confirm the details of the complaint to you
- Investigate the complaint. This will usually be done by a service manager in the area where the complaint is made.
- Provide you with a response in 10 working days. In a few cases, which are complex or require a meeting or inspection we make take an additional 10 days to reply and we will let you know about that.
When we respond to your complaint, we will include in the reply;
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions
- details of how to escalate the matter to stage two if the resident is not satisfied with the answer
If you are not satisfied with the response at Stage 1 you can escalate your complaint to Stage 2.
When we deal with a complaint at Stage 2 we will;
- Contact you to clarify the complaint
- Ask you what remedy you are seeking
- Most complaints at Stage 2 are heard at a Complaints Panel. We will talk this through with you and make arrangements with you for this panel meeting to take place. A Complaints Panel will review all the issues at Stage 2. It consists of a senior manager who has not been involved in the Stage 1 decision and a tenant representative who has been trained to be involved in complain handling.
- Seek to agree a resolution to the case which is acceptable to all parties involved.
- Write to you to inform you of the outcome of this stage.
We will respond to your Stage 2 complaint within 20 days. When we respond to your complaint, we will include in the reply;
- the complaint stage
- the complaint definition
- the decision on the complaint
- the reasons for any decisions made
- the details of any remedy offered to put things right
- details of any outstanding actions
- details of how to escalate the matter to stage two if the resident is not satisfied with the answer
At any stage of our complaints process you can contact the Housing Ombudsman to raise the issues with them. They may expect that you have completed our complaints process before you contact them. They are an independent organisation. You can find more information about the Housing Ombudsman and their role at https://www.housing-ombudsman.org.uk
The Customer Feedback Team
Stockport Homes has a dedicated Customer Feedback Team who deal with complaints that come into the organisation. These staff have completed specific training to ensure that they are aware of the best practice in dealing with complaints and in listening skills to fully understand your complaint.
The Customer Feedback Team will often contact you to ensure we fully understand the issues you are raising and the remedy that you want. The Customer Feedback Team will either;
- Investigate your complaint themselves.
- Request that a manager investigates the complaint.
The Customer Feedback Team will monitor complaints to make sure they are replied to in timescale, have responded to all the issues you have raised and meet the quality standards that we expect.
You can contact the team by;
- Use the online form at https://www.stockporthomes.org/about-us/our-performance/complaints/#ComplaintForm
- Emailing feedback@stockporthomes.org
- Telephoning 0161 474 2600
- Visiting us at Cornerstone, our head office building which at 1-3 Edward Street, Stockport, SK1 3NQ
You can also report a complaint to any member of Stockport Homes staff.
Customer feedback results
Find out more about how we use customer feedback on the customer feedback results page.
Customer Appeals Panel
Customer Appeals Panel
We value feedback from customers on the services we deliver, as it is a way of understanding where things can be improved. As part of this, the Customer Appeals Panel reviews complaints in cases where it has not been possible to reach a resolution at an earlier stage.
To make a complaint or submit a compliment, please complete the form below. Alternatively, if you need assistance with providing feedback or would just prefer to speak with somebody, the Customer Feedback team can be reached by phone on 0161 474 2600, between 08:00-17:00 Monday to Friday.
Customer Feedback Policy 2020-23
Self Assessment Against Housing Ombudsman Complaint Handling Code
