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Complaints about housing

We want to provide you with the best possible service. We are always open to new ideas about how we can improve further. If you have a suggestion on how we can improve then tell us. If we have done something really well then we’d also like to hear from you – we will know when we are doing things right when you tell us so.

But we also want to know when things go wrong. Mistakes happen even in the best organisations. If we don’t know about a problem then we can't put it right. We take complaints very seriously and will deal with them quickly.

Before you contact us, take a few minutes to think through the problem. We need to know what the problem is but also what you would like us to do to put it right.

If you are not happy, then talk to a member of staff. If they cannot help you then you can make contact in the following ways:

What we will do

We will:

  • investigate all complaints fully and fairly
  • provide a remedy based, where possible on what you want
  • restore your confidence in us for the future.

We operate a two-stage complaints procedure to ensure that we deal with any issues you raise as quickly as possible.

Stage one

We will try and resolve your complaint as soon as possible. If we need time to look into it, we will acknowledge that we have received your complaint within two working days. We will aim to provide you with a full written response within 10 working days. If we cannot get back to you within that time, we will write and explain why and tell you how long it will take.

Stage two

If you are still not happy, you can ask for your complaint to be dealt with by the complaints appeals panel made up from two residents and two officers. The panel will consider your complaint within 30 working days. The Chair of the Review Panel will write to you within five days of the hearing.

If you are still unhappy about our service there are other organisations that may be able to help:

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