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 The Complaint Handling Code Since April 2024, the code has been a legal requirement for all social housing landlords. This means we must follow it when we handle complaints and make sure we’re meeting the right standards. Read The Complaint Handling Code
We’re working hard to make sure our teams know how to handle complaints properly. All our staff are 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 2025-26PDF (989 KB) PDF (989 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 2025-26PDF (316 KB) PDF (316 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, our Board looked at the annual complaints and service improvement report. They noted that complaint response times were excellent and that Housing Ombudsman outcomes were positive. During 2025/26, the Housing Ombudsman made five decisions covering eight findings. Most found no maladministration, meaning we had acted appropriately. There was one finding of maladministration, where we did not provide the expected standard of service. There was one finding of reasonable redress, meaning the Ombudsman agreed we had already put things right. There was also one service failure, where our service did not meet the expected standard, but the issue was less serious than maladministration. Board members were pleased that customer satisfaction with how complaints are handled has improved and is now above average. Work is continuing to improve this further. There was also a small increase (around 3%) in the number of complaints, based on Tenant Satisfaction Measures (TSM) survey data. Board members questioned the large “other” category in the complaint type data and said a more detailed breakdown would be helpful. The complaint categories will be updated for future reports. Board members thanked Dave Nuttall for his four years as the Member Responsible for Complaints and approved the appointment of Leanne Todd as the new Member Responsible for Complaints. 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 Customer Conduct PolicyPDF (379 KB) PDF (379 KB) Download Housing Ombudsman Complaint Handling codePDF (877 KB) PDF (877 KB) Download Complaints PolicyPDF (504 KB) PDF (504 KB) Download Compensation PolicyPDF (536 KB) PDF (536 KB) Download Need this information in another format?
