Manchester City Council

The Council and democracy Social housing complaints

Complaints process

We follow the Housing Ombudsman’s Complaints Handling Code. Each housing provider:

  • has a clear complaints policy
  • reviews their process every year to make sure they still meet the code.

Complaint Process

All housing complaints go through two stages:

Stage 1 – Investigation

  • We collect evidence and speak to everyone involved
  • You’ll usually get a response within 10 working days

Stage 2 – Review

  • If you're not happy with the response, you can ask for a review
  • A senior manager will look at your complaint
  • You’ll usually get a response within 20 working days

Contacting the Housing Ombudsman

If you're still not satisfied, you can contact the Housing Ombudsman Service. It’s free, independent, and helps resolve complaints fairly.

You can contact them at any time during the complaint process.

How to Contact the Housing Ombudsman