Whether it’s a complaint, a compliment, or a suggestion, we want to hear it. Your feedback helps us improve things for you and everyone else. If you’d like to know how we handle complaints and what we do with your feedback, take a look at our Customer Complaints Policy and Customer Strategy below.
Sometimes things don’t go to plan. If something’s not right, tell us right away so we can sort it out quickly and fairly. Here’s how you can get in touch: Online: Fill out our online form below Email: complaints&praise@wchg.org.uk Phone: 0300 111 0000 Write to us: Customer Services Manager, 8 Poundswick Lane, Wythenshawe, Manchester, M22 9TA Pop in: Wythenshawe House, 8 Poundswick Lane, Wythenshawe, Manchester, M22 9TA (we’re open Monday to Friday, 9am – 5pm) Share your feedback Complaints, praise and suggestions "*" indicates required fields Complaints, praise and suggestions Share your feedback with usFull name* First Name Last Name Contact informationEmail* Phone**PostcodeHouse Number or Name*Street*Town*County*Postcode*What kind of feedback are you sharing?* Complaint Praise Suggestion Write us a message*Please share details about your feedback.Preferred outcome*Please let us know what outcome you'd like to see from this feedback.For more information about how we use personal data, see our privacy notice.CAPTCHA
We’re working hard to make sure our teams know how to handle complaints properly. All our staff are being trained on the Housing Ombudsman’s 2024 Code, so we can listen better, respond quicker, and put things right. Want to see how we’re doing? Check out our Self-Assessment, Annual Complaints Report, and read what our Board Members are saying. Annual Complaints Report 2024-25PDF (557 KB) PDF (557 KB) This report gives you details of our complaint handling performance and the service improvements we've made as a result of our learning from complaints in the last year. Download Annual Complaints Self Assessment 2024-25PDF (313 KB) PDF (313 KB) Our self assessment provides tenants and residents with detail of our complaint handling performance in the last year. Download Board response to report In May 2025, the Board talked about how managers handle complaints from residents. 18 out of every 100 tenants were dissatisfied, which resulted in 2,412 expressions of dissatisfaction. Most complaints were about how fast things get fixed and how well Wythenshawe Community Housing Group communicates. Board members discussed and agreed the importance of learning from complaints and further investment in improving communication with customers. The Board also acknowledged the progress made in handling complaints and the importance of continuous improvement. There have been 6,352 positive comments during the year. The Board thanked Dave Nuttall for his work as the Board Member Responsible for Complaints, and asked him to continue in the role next year. The Board agreed to share the Annual Complaints and Service Improvement report and self-assessment with tenants, and send it to the Housing Ombudsman. Need this information in another format?
When you raise a complaint, it helps us understand what went wrong, so we can fix it and make it better next time. Here’s what your feedback helped us change in 2024–25: Checking contractor work Some of our contractors weren't doing repairs to a good enough standard. We now check more work after it’s done. Looking after rubbish Rubbish was being poorly managed and contaminated at some blocks. We put locks on bins, and shared information on recycling. Making sure it's agreed Work agreed with surveyors during home visits didn't match the work done. All parties now get an agreed written record. Better spare parts kit We took too long to repair communal doors. Our spare part kits have been updated so repairs can be done quicker. Joint checks on homes After mutual exchanges you were finding unexpected repairs. Now, Neighbourhood Officers and Surveyors do joint checks. Keeping you up to date We didn't always keep you informed if you had to move out for major repair work. We now update you weekly and give support.
Complaints and Feedback GuidebookPDF (780 KB) PDF (780 KB) Customer feedback is really important to us. When things do go wrong, we need to know about it. If you’re unhappy with any part of our services, please tell us so we can make things right. Download Complaints PolicyPDF (504 KB) PDF (504 KB) Download Customer Conduct PolicyPDF (379 KB) PDF (379 KB) Download Need this information in another format?
